Russian market for call call centers automation systems. TAdviser Overview

The Russian market for automation systems is call centers of transforming. Customer communications have ceased to be an infrastructure element of the business and have become a strategic asset that determines the competitiveness of companies in the face of competition for customer loyalty. If earlier call centers were perceived mainly as a cost center, today they are considered as a tool for building customer experience that affects audience retention and monetization.

The TAdviser review, prepared on the basis of expert assessments, analyzes the current state of the market, key technological and business trends, as well as development prospects.

According to NeoAnalytics, in 2024 the market volume of call centers amounted to more than 50 billion rubles. and grew by 15.3% compared to the same indicator last year. The growth was supported by a general trend of business digitalization and the integration of artificial intelligence technologies, including speech analytics. Companies actively developed omnichannel solutions that combine voice and text channels into a single customer service infrastructure. More than 50% of call centers consider the acquisition of domestic solutions for import substitution and increased efficiency.

The main contribution to demand was made by the finance, telecommunications and retail sectors, where automation of client communications has become a key tool for optimizing costs and improving the quality of service. Against the background of the growing technological complexity of projects, the market has shifted from extensive development to intensive: the emphasis is placed on the deep integration of solutions into business processes, improving functionality and the quality of new systems.

Despite the fact that today the largest part of communications occurs by voice (about 60%), text and voice robots are gaining popularity, which provide automation of the first support line, and can also take on routine tasks: conducting surveys, ordering, managing services, advising employees, recruiting, etc., - notes Roman Milovanov, head of solution development for SATEL contact centers.

A notable consequence of the development of AI solutions was a reduction in operator jobs by about 5%. This led to the closure of part of the traditional sites and a decrease in camera rooms by 18%, while the number of employees working remotely and digital assistants increased.

The processing of customer requests using assistants continues to gain popularity - both using AI tools and without. Voice analytics is especially in demand where customers are served in voice channels. At the same time, companies pay great attention to the quality of work of assistants, introduce metrics, for example, such as "percentage of switching to an operator" or "percentage of unrecognized topics." From the point of view of project activities, the introduction of such metrics makes the process of analyzing the results of services more transparent, improving the quality of the system, - comments Maxim Potapov, an expert on the implementation of the CRM department and BPM of KORUS Consulting Group of Companies.

The market structure has changed: the segment of "smart" solutions with elements of analytics, predictive maintenance and automation of internal tasks is developing - from surveys and orders to recruitment and consulting.

Expert estimates of market size in 2025 vary, but all agree that the market is showing steady growth.

Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen, notes that if you include contact centers, voice and chat bots, speech analytics, knowledge management systems and WFM solutions in the platform perimeter, then the total market volume will be about 18-20 billion rubles.

More than half of the volume in it is occupied by the segment of solutions based on dialogue AI - chat bots, voice assistants, speech analytics, the size of this segment in 2025 will amount to 11 billion rubles, the expert believes.

According to Yevgeny Polikarpov, CPO of the Skorozvon service, if we talk not about outsourcing, but about automation technologies and services, then the total market volume in 2025 can be estimated at 35 billion rubles.

The driver is the departure of companies from classical telephony to cloud platforms and the introduction of domestic solutions instead of foreign ones, he explains.

According to Ivan Skrypnik, head of the telecommunications department at LANIT-Integration (part of the LANIT group of companies), the total market volume covering software, equipment and outsourcing services exceeds 50 billion rubles, while market growth is ahead of the average pace of the IT sector.

Sergey Galeev, head of BackEnd at SimbirSoft, confirms the market growth trend with a projected increase of 15-20% and tens of billions of rubles, linking this to the continuation of positive dynamics and the strengthening of technological trends such as artificial intelligence and cloud solutions.

Despite the differences in estimates due to the blurred market boundaries and differences in the included segments, it can be stated that the Russian market for call call centers automation systems is in the stage of steady growth in 2025.

The main drivers of market development in 2025 were technological, regulatory and economic factors, as well as changing customer expectations. The focus of companies remains on customer experience, which is becoming a key competitive advantage. Call centers are transformed from a service tool into a strategic point of customer experience formation, on which customer retention directly depends.

{{quote 'We are moving from an era of competition with product offerings that become indistinguishable to the customer and are often easy to copy, to competition with the best customer experience. Remote client service and contact centers are the most important point of creating such experience, they act on the front line of communications, when the client has difficulties and new needs. At the same time, the client's experience gained in this communication determines his loyalty and desire to stay with this company or go to competitors, - said Sergei Popov, director of the department of contact centers and robotic systems at Naumen. }}

The development of digital channels and the transition to omnichannel service is a structural change in the industry. Business is actively introducing solutions that combine telephony, chats, instant messengers, email and social networks into a single system so that the client can freely move between channels without losing the context of communication.

A modern client expects a seamless experience when switching between different channels - be it a phone call, messenger or social networks. Omnichannel communication helps to keep the client's attention, increase his loyalty and build long-term relationships, since the company demonstrates a deep understanding of his needs and preferences, "says Maxim Koloskov, head of the voice solutions company VS Robotics (Group). Sber

Today, companies are constantly striving to optimize, business processes find solutions to adapt to new standards of communication with customers, which ensures their competitive advantages in relevant markets. The request to implement not just a call center, but a whole ecosystem of interaction with customers, which includes various services, modules and IT solutions, stimulates Russian developers to create new digital tools. For example, many companies strive for omnichannel support of their clients in order to process appeals from different communication channels in one place, - comments Roman Milovanov, head of the development of solutions for the company's contact centers. SATEL

The demand for contact centers is growing, because additional channels of communication with customers are required in more and more volumes. Business is interested in solutions that support not only traditional voice calls, but also text formats of interaction through chats, instant messengers and social networks. This trend is especially noticeable in the banking sector, e-commerce, insurance and retail, where there was a natural need for digital service channels. At the same time, despite the growing popularity of text communication, the voice channel still retains a leading position, - adds Alexey Gera, technical consultant on communication platforms "Softline Solutions" (Softline Group of Companies).

This approach ensures the integrity of interaction and allows companies to build long-term relationships with users based on their case history and preferences. For operators, this means access to the full "customer journey" and improving the quality of responses, and for customers - convenience and personalization.

CPO of the Skorozvon service Evgeny Polikarpov believes that the main driver of 2025 is a new regulatory environment.

The law on labeling calls, updated requirements for the identification and protection of personal data actually forced companies to revise technology stacks. The second driver is automation instead of hiring: operator staffing shortages are driving AI adoption. The third is economy and efficiency. The business is looking for tools that increase the number of contacts with the same staff. "Cursing" just solves this problem. We give the opportunity to call more, more precisely and cheaper, - explains Evgeny Polikarpov.

The technological aspect of the market development is primarily associated with the introduction of artificial intelligence and automation. Generative AI and large language models become the main driver, allowing you to automate not only simple, but also intelligent operations.

Automation using AI is becoming a key driver - by 2030, significant automation of work processes and the elimination of simple tasks for operators are expected, - said Ivan Skrypnik, head of the telecommunications department at LANIT-Integration (part of the LANIT group of companies).

The use of chatbots, voice robots, assistants and analytical platforms with machine learning elements reduces operating costs and increases the performance of call centers. At the same time, predictive and end-to-end analytics are growing in importance: companies use big data to evaluate the effectiveness of interaction algorithms and optimize business processes.

Comprehensive analysis and end-to-end analytics allow you to quickly identify effective work algorithms, notice weaknesses and target amplification of what shows the best results. In addition, the use of big data services qualitatively reduces the human factor, minimizing losses for business, "says Timur Dadaev, Managing Director of Voxis. Personnel decisions. "

Companies continue to analyze and optimize approaches to interaction with the client, as well as try to improve the efficiency of various channels. The market is not shrinking, but transforming. Traffic in voice channels is gradually decreasing, but this is accompanied by an increase in digital interactions - through instant messengers, chat bots and SMS. We see that companies are increasingly returning to SMS notifications as a simple and reliable channel for reporting information, especially under critical service scenarios, - said Maxim Potapov, an expert on the implementation of the CRM department and BPM of KORUS Consulting Group.

An important driver is import substitution, which increases the demand for domestic IT platforms. More than half of companies consider the introduction of local solutions as a strategic task, especially in the context of new regulatory requirements for the processing of personal data.

Control over the storage and transfer of data is especially important for players working through open source applications. This factor pushes the market to move from "artisanal" solutions to industrial systems, where security, regulatory compliance and scalability are built into the architecture. On the other hand, there is a business need banks to ensure the economic efficiency of interaction with customers. In recovery, for example, the cost of judicial procedures has increased, the activity of extenders is increasing, the regulatory system is increasing, so the value of professional call centers and intellectual communications in banks is only increasing, "said Sergei Trukhin, sales director. FIS

At the same time, the Russian vendor market itself is moving towards intelligent omnichannel solutions with the automation of simple client interactions. Deep automation of routine operations and the ability to seamlessly continue the dialogue between different channels of interaction are the key areas that are being developed by domestic vendors who have successfully replaced the departed Western solutions. Developers create intelligent and scalable systems that can meet security, reliability, and functionality requirements.

From an economic point of view, the main priority of the business is to optimize costs while maintaining or improving the quality of service. Automated call call centers processes reduce costs while improving customer experience.

Companies will look for ways to reduce operating costs, and automation of call centers is one of the key tools. The importance of client experience will also continue to grow. In the competition, companies will invest in technologies to provide personalized and seamless service. Another trend is the market for medium and small businesses. Simplification and cheapening of cloud solutions opens up the mass market of SMB, which previously could not afford complex systems, - comments Konstantin Kutenkov, Marketing Director of CraftTalk.

The development of the market is determined by a combination of several trends: the desire for maximum efficiency and personalization of the service, the digitalization of communications, the growing role of Russian technologies, the introduction of AI and analytics, as well as the strengthening of data security requirements. These factors form a new client communications architecture in which automation, omnichannel platforms, and the quality of customer experience become interrelated elements of a single growth strategy.

One of the main problems remains the personnel shortage due to both high turnover in the industry and a lack of specialists with relevant qualifications.

Companies are forced to look for effective approaches to recruiting and retaining employees. Another challenge is the high costs of introducing new technologies. To reduce them, cloud solutions are used to reduce costs.

Call centers today face a triple problem: it is necessary to ensure the highest quality of service, at the same time optimize costs and cope with high staff turnover (an average of 30-45% in the industry). Improving customer experience has become a priority for 90% of companies, according to the CX Index, - said Roman Milovanov, head of solutions development for contact centers at SATEL.

In addition to the personnel issue, a significant burden falls on call centers operators who work in a complex ecosystem of disparate IT tools: CRM, mail clients, instant messengers, chats and telephony.

All this variety of tools, designed, in theory, to facilitate work, in practice often leads to the opposite effect. Searching for the necessary information in disparate systems takes up precious time, negatively affects the speed, quality of service and increases the waiting time for a response for a client, says Roman Milovanov.

To solve this problem, companies are introducing unified omnichannel platforms and artificial intelligence, integrating all functionality into one convenient interface. This allows you to fully focus on communication with the client without being distracted by searching for information and switching between windows, which has a positive effect on the speed and result of service.

Mandatory labeling of calls by legal entities increased the cost of communications and made mass calls difficult.

Today, you need to make a lot of efforts to get to the client. The industry needs fair careful regulation in order to simultaneously rid the population of spam and fraudsters, and to ensure that organizations can conduct their legitimate activities without excessive, sometimes even protective, call costs, - comments Sergey Trukhin, FIS Sales Director.

The labeling of outgoing calls and the requirements for number transparency have complicated the work of many companies. Macroeconomics exerts additional pressure - the growth of the key rate and possible changes in taxation strengthen the business's focus on cost optimization. In these conditions, companies are looking for solutions that can increase efficiency without increasing staff, - said Evgeny Polikarpov, CPO of the Skorozvon service.

Against the background of the departure of Western vendors, the market is experiencing a process of intensive import substitution: Russian software products have confidently occupied a niche and continue to improve functionality. However, the pace of integration with local ERP and CRM systems depends on the efforts of domestic developers and the relief of the new business landscape. This transition opened up additional opportunities to optimize and accelerate joint work within the Russian market.

For obvious reasons, Russian programs for call centers are popular - this is due to both the complete departure of Western vendors from the market and their decent and continuously improving characteristics. Software from Russian companies is already confidently closing basic needs. Of course, there are problems, for example, integration with CRM. If earlier Western vendors offered ready-made connectors to SAP, Oracle Siebel and other ERP systems, now Russian developers have to create them from scratch for compatibility with new CRM platforms. However, there is a positive effect: all market participants, both call call centers software suppliers and CRM developers, now work in the same legal and business environment. This simplifies the coordination of technical requirements and accelerates the integration process compared to times when it was necessary to coordinate development with foreign vendors who did not include Russian products in their roadmap, "said Alexey Gera, technical consultant on communication platforms" Softline Solutions "(Softline Group of Companies).

Competition between robotic systems also affects efficiency: new approaches to automating and personalizing communications are required to strike a balance between reducing costs and improving service quality.

A significant call for call centers is the transition from a cost structure to a company profit center. For a high-quality solution to this problem, end-to-end personalization tools are needed, which will work not only at the contact center level, but at all points of communication. Companies are thinking about how to solve client problems not reactively, but predictively, how to synchronize support, marketing and sales among themselves so that communications do not contradict each other, do not duplicate, but meet the needs of the client and occur at the right time.

To do this, you need to use the already accumulated data on the client, a large amount of which accumulates in the contact center, be able to extract value from them and apply it at the desired point of touch at the right time. For example, proactively call a client who could not increase the limit on the card and help him, or offer tourist insurance to a client who mentioned in a conversation that he was traveling abroad, or exclude from the marketing mailing a person to whom the courier did not deliver the card today and his problem is still not solved, - comments Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.

Large players have achieved high results in terms of automating the processing of chats and customer calls: their AI assistants solve 50-60% of requests. Further increase in automation percentage requires analysis of profitability and additional investments. Therefore, the focus is shifting to the development of digital assistants for employees who increase productivity when working with the remaining non-standard cases.

In terms of functionality and stability, Russian call centers are still inferior to world counterparts. But companies rely on automation of repeated operations and advanced training of specialists, on improving their own developments, - said Sergey Galeev, head of the BackEnd department at SimbirSoft.

Great hopes are pinned on improving Russian software, as well as on improving the qualifications of specialists - it is these areas, according to experts, that ensure a sustainable transformation of the industry in the current conditions.

Research by Apex Berg shows that domestic companies use an average of eight different channels to communicate with customers. Among them are a phone (according to NeoAnalytics, voice communications account for up to 60% of all calls to contact centers), email, instant messengers, chats with operators, chat bots, social networks, etc. The most in demand are platforms that unite all these channels into a single ecosystem.

Customers are looking for a single point of communication management that preserves conversation history and delivers a personalized, data-driven approach.

There is a shift in demand from basic text and voice communication services towards omnichannel and intelligent automation. In the first place are text channels, there is a high demand for the integration of instant messengers (primarily with MAX and Telegram and social networks. Customers want a single queue and a history of dialogues with customers across all channels, "says Konstantin Kutenkov, Marketing Director of CraftTalk.

In parallel, solutions that automate communication are gaining popularity: chatbots, voice assistants and next-generation virtual operators. They take on up to 80% of incoming requests, answering typical questions, placing orders, conducting surveys and solving simple problems. This offloads operators and allows you to concentrate on complex dialogues that require human participation.

Voice bots with the ability to generate answers that are used by RAG technologies are most in demand - robots with integration into knowledge bases that allow you to give current and contextual answers in real time, - notes Maxim Koloskov, head of the speech solutions company VS Robotics (Sber Group).

Today, it is not enough just to launch a chatbot or voice assistant - it is important that it correctly recognizes requests, understands the context and solves the client's problem. Only in this case, the technology increases client loyalty, and does not cause irritation, - comments Maxim Potapov, an expert on the implementation of the CRM and BPM department of KORUS Consulting Group.

The integration of artificial intelligence is becoming a key factor in improving the efficiency of call centers. AI modules analyze the tone of speech, determine emotions, predict the outcome of a conversation and prompt the operator to optimal communication scenarios. In some solutions, they act as boofler bots that instantly prompt correct answers, reducing reaction time and improving performance. Thanks to this, the efficiency of operators increases to 50%.

Universal AI tools can multiply the quality of all business structures. For example, a bot-souffler for chats. This assistant is indispensable in difficult situations: it recognizes the client's intentions and instantly prompts the operator for the correct answers. Thanks to the bot, the average response time to standard requests is reduced by a third, and the overall productivity of operators grows by 50%, "emphasizes Timur Dadaev, Managing Director of Voxis. Personnel decisions. "

There is a high demand for NLP and AI assistants: these platforms understand natural language and respond meaningfully. Text communication channels are also growing. Advanced users more often choose chatbots and instant messengers than "live" resolution of issues, in connection with which integration with social networks is strengthened. In turn, speech analytics tracks tonality, emotions, compliance with quality standards, "says Sergey Galeev, head of BackEnd at SimbirSoft.

The demand for analytical tools is growing. Speech and end-to-end analytics identify trends, challenges, and service best practices. A new generation of systems uses large language models (LLMs) to sammarize dialogues and make recommendations for improving the quality of communication.

To improve the quality of service, analytics systems are being actively implemented, including speech analytics to identify best practices and end-to-end customer experience analytics. An equally important element of the modern infrastructure is knowledge bases and prompt systems for operators working in real time, - adds Alexey Gera, technical consultant for communication platforms "Softline Solutions" (Softline Group of Companies).

Also, speech synthesis and recognition tools are gaining popularity, including the ability to brand the robot voice with the voice of the customer's announcer.

The introduction of these software solutions increases the efficiency of mass calling of an unlimited number of recipients, customer service on the first line of call centers, and also allows companies to implement services with disabilities - for example, to use the voice voicing function for visually impaired users, - comments Roman Milovanov, head of solutions development for contact centers of SATEL.

According to the CPO of the Skorozvon service Yevgeny Polikarpov, another relevant area is the automation of outgoing campaigns, especially in small and medium-sized businesses, where the speed of contact and the cost of the lead are critical.

Solutions with AI support, efficiency analytics and integration with CRM are in demand here, which allows companies to optimize customer interaction processes without increasing the operational load, he says.

The demand for solutions for automation of call centers remains high in traditionally active industries - the banking sector, insurance, retail, telecommunications and government agencies. These segments remain basic consumers of technology due to the high dependence of their business processes on remote customer service, high competition and the need to maintain the quality of customer experience.

Financial organizations and telecom continue to lead in terms of implementation volumes and technological maturity - they are actively focusing on artificial intelligence and expanding interaction channels. The popularity of integrated digital solutions is growing even among companies that do not increase their staff, but seek to expand functionality and improve appeal management.

In retail and e-commerce, demand is growing following the development of online sales and increased requirements for speed and quality of service. The main growth factor is the struggle to retain the client and optimize costs through the introduction of intelligent technologies and omnichannel communications.

The public sector demonstrates accelerated growth in investments in solutions for call centers and automation, which is associated with the digitalization of public services and an increase in the level of interaction of the population with government agencies.

In parallel, new industries are emerging that demonstrate a steady increase in demand for such solutions. Among them - private, medicine,, and logistics transport tourism hotel business, sphere. HOUSING AND PUBLIC UTILITIES

In healthcare, the introduction of automation technologies is associated with the tasks of making an appointment with a doctor, telemedicine. In logistics, automation is in demand to inform customers about the status of orders and solving delivery problems. HoReCa, the beauty industry and the service sector are also actively developing communication automation tools to increase customer loyalty.

EdTech companies, car sharing and kicksharing are added to traditional users of solutions, where a contact center becomes a necessary element in providing high-quality remote service. Small and medium-sized businesses are beginning to use these solutions for system work with the client base and improve contact management.

For most customers, the import substitution policy has become not just a strategic vector, but an actual norm. Experts agree that it is the transition to Russian technologies that today ensures the independence, manageability and stability of the infrastructure for companies.

The main driver of this process was large companies that massively leave Western platforms and introduce domestic analogues.

More than 50% of companies plan to acquire domestic solutions, especially in the field of speech analytics, WFM systems and AI assistants. This allows you to reduce dependence on foreign technologies and increase the level of trust in the platforms used, - said Ivan Skrypnik, head of the telecommunications department at LANIT-Integration (part of the LANIT group of companies).

Companies from the financial sector and critical infrastructure industries - the defense, fuel and energy, transport and nuclear industries, where the issue of data security and control is most acute, are especially actively engaged in import substitution.

Russian developers offer not just individual products, but entire ecosystems, including platforms for call centers, omnichannel communication systems, chat bots, as well as speech synthesis and recognition technologies. This confirms the maturity of the market and demonstrates that domestic solutions are able to scale up the tasks of automating interaction with customers.

Domestic developers of solutions for automation of call centers are not new to the market and have serious experience in implementing projects of various scales. Over the past few years, they have largely strengthened their position in the Russian market, "says Roman Milovanov, head of solutions development for SATEL contact centers.

According to the observations of market participants, the focus of the struggle for the customer is increasingly shifting towards open source approaches and internal development teams, especially in the banking sector. This choice helps reduce licensing costs and reduce the cost of infrastructure development, but also increases the cost of integrating additional services - AI agents, voice analysts and automatic operators.

For most companies, two key factors come to the fore - the quality of service and compliance with the law. Legislative requirements (primarily the FZ-152 "On Personal Data") and data localization rules oblige to store and process information in Russia. This makes the use of domestic software not just preferable, but a prerequisite for many industries. Against this background, the maturity and demand for Russian solutions is growing. Today, domestic CRM, CDP and omnichannel platforms are able to almost completely cover the needs of the business: they ensure reliability, compliance with regulatory requirements and high quality customer interaction - while remaining competitive in terms of cost of implementation and maintenance, - comments Maxim Potapov, an expert on the implementation of the CRM department and BPM of KORUS Consulting Group.

Import substitution ceased to be a necessary measure and turned into a conscious strategy of technological independence.

The main technological trends are associated with the active integration of artificial intelligence into the processing of routine processes, the analysis of client interactions and the optimization of the operation of operators.

Automation becomes intelligent thanks to the development of voice and chatbots that can understand speech with accents and mixed languages, which increases customer comfort and makes communication more natural.

At the same time, the role of speech analytics is strengthened, which allows you to automatically decipher and analyze dialogues, identify key points, assess the quality of consultations and quickly respond to deviations from regulations.

Speech analytics plays an important role in organizing the call center. Flexible configuration of call control and operator actions helps the supervisor to respond to abnormal situations as soon as possible. Calls are recorded and saved based on configured rules and are automatically launched in cases where the dialogue between the employee and the client deviated from the regulations: slurred conversation, uninformative consultation, misleading the client or using profanity. In this case, automatic notification of events is triggered, and the supervisor (or any responsible person, depending on the role in the system) can connect directly to the call in listening mode, - explains Roman Milovanov, head of the development of solutions for contact centers at SATEL.

Advanced analytics helps identify hidden risks, challenges, and build business value not so much through control as through searching for insights into customer behavior needs and changes.

Special attention is paid to the implementation of LLM technologies and tools for generative AI, which simplify processes, open up opportunities for solving new problems, allow you to automatically generate reports and give hints to operators. Machine learning is actively used in load prediction and smart call routing.

Tuning genAI tools at the right points into a chatbot platform, speech analytics or WFM system helps maximize solution efficiency, simplify and reduce the cost of processes somewhere. In some cases, open up opportunities to solve completely new problems and reach a new level of result. For example, an AI agent to help the operator of the Naumen Agent Copilot contact center reduces the average processing time by 30% and increases the share of issues resolved the first time by novice employees by a third, - comments Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.

The trend is becoming an emphasis on the transparency of algorithms and the ethics of solutions based on artificial intelligence, ensuring trust from users.

In the banking sector, voice biometrics is becoming in demand for identifying a client.

Hybrid speech synthesis technologies are gaining momentum, combining recorded human phrases and artificial voice, which accelerates the development of solutions without loss of quality.

Another trend is the penetration of cloud technologies. Most of the new projects are implemented using cloud platforms, which ensures the flexibility and scalability of the infrastructure.

Companies are switching from local PBXs to SaaS in order to respond faster to changes in legislation and demand, "says Evgeny Polikarpov, CPO of the Skorozvon service.

Among other trends, Evgeny Polikarpov also notes regulatory compatibility (call marking, legal recording of consents, data storage in the Russian Federation) and performance management through data. According to him, more and more customers want to see how each action in the call affects sales and quality of service.

The growth of the market for automation systems of call centers in Russia by the end of 2025 is assessed by experts as stable, with an increase of 10-20%.

By the end of 2025, we expect an increase of 10-15%, but this will be "qualitative growth." The market will become technologically more difficult, with an emphasis on AI, compliance and omnichannel, says Evgeny Polikarpov. - In the horizon of 2-3 years, the main development will take place due to the widespread automation of processes and communications, as well as the expansion of interaction channels. Voice will remain a key tool, but it will increasingly be complemented by instant messengers, chatbots and digital platforms. This is a natural market reaction to the changing economy of outgoing contact after the entry into force of the labeling law and the desire of companies for more flexible and personalized interaction with customers.

By 2028, the market may approach 70-80 billion due to the development of AI and demand for multi-channel communication. Subsequently, growth will occur due to the spread of cloud infrastructure and the expansion of the range of services, - said Sergey Galeev, head of BackEnd at SimbirSoft.

Further development of artificial intelligence technologies and cloud solutions will positively affect the dynamics. Intelligent services - chatbots, voice assistants, speech analytics - will dramatically increase their share by introducing generative AI and increasing process efficiency.

The market for contact center platforms has been formed and reached its maturity, and we do not expect high growth rates on it, Naumen's share in the vendor part of it already exceeds 40%. The highest growth rates will be shown by the segment of solutions based on interactive AI - chat bots, voice assistants, voice analytics, where the driver is the penetration of generative AI into these tools and their entry into a new round of efficiency. This segment will continue to grow at a rate of 20 to 30%, influenced by common factors for the IT market - changes in the tax regime for IT companies, including an increase in insurance premiums and a reduction in part of benefits. The markets for knowledge management systems and WFM systems will continue to grow at a moderate rate of 10-15% per year, - comments Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.

The market for automation systems of call centers in Russia remains stable: despite the slowdown in the economy, demand remains high. Companies clearly see the return on investment in automation: for example, in recovery, digital solutions directly affect service efficiency, the amount of debt collected and customer loyalty. In the next 2-3 years, this trend will continue - the market will continue to grow at least due to intelligent services and integration of AI into processes, - said Sergey Trukhin, FIS Sales Director.

The need for business to integrate solutions focused on service optimization, loyalty and return on investment will continue regardless of macroeconomic factors. Demand for automation and smart services remains robust even as the economy slows.

The share of remote operators is expected to grow to 50-60% by 2027. Import substitution will continue, reaching 70-80% by 2026 in critical sectors. The development of omnichannel and personalization will become a standard, not an option for most companies, "predicts Ivan Skrypnik, head of the telecommunications department at LANIT-Integration (part of the LANIT group of companies).

The factors of further development will also be the active penetration of neural network technologies: automation of routine tasks, qualitative in-depth analysis and data processing, optimization of processes and improving the quality of service.

The Russian market of call call centers automation systems is completing the adaptation stage and moving on to the mature development phase, characterized by the integration of intelligent technologies into operational processes and the formation of sustainable client communication ecosystems.

The key achievement of recent years has been not only the successful replacement of Western platforms with domestic counterparts, but also a qualitative leap in the functionality of solutions due to the introduction of generative artificial intelligence, omnichannel communications and advanced analytics. The market focuses on deep integration of systems into business processes, personalization of the service and measurable return on investment.

In the medium term, the industry will continue to grow by 10-20% annually, with the largest dynamics demonstrated by the segments of solutions based on interactive AI and speech analytics. The success of further development will be determined by the ability of vendors to offer not individual products, but complex ecosystems with seamless channel integration, predictive capabilities and tools for managing customer experience at all stages of interaction.