MCN Telecom AI Contact Center

Main article: Call center: purpose, types and tasks

2024: Presentation of the "AI Contact Center"

MCN Telecom May 15, 2024 introduced a product - with Contact center AI which you can manage all communication channels with customers in a single interface and improve the quality of service for existing customers, attract new ones.

The use of the omnichannel Contact Center allows operators to maintain services through phone calls, SMS, feedback forms on sites, social networks, instant messengers and chat bots within one window, as well as see a combined history of interactions in different channels for each client.

To handle requests faster and more efficiently, operators can use tools and functions such as custom text and phone conversation scripts, message templates, automatic responses, dialog labels, and redirecting chat to another operator.

When a support call is received, the system determines the source of the transition and collects user data to assess the effectiveness of traffic acquisition channels. In addition, all information about customers, including from social media profiles, is stored in the address book, which allows you to better know your customers.

Artificial intelligence combined with telephone recording and transcription services based on the Contact Center platform can be used to analyze calls and text dialogs in accordance with the specified instructions.

AI is able to determine the topic and tone of the conversation, automatically evaluate calls by selected parameters, compile a brief description of the call, give hints to the operator based on the knowledge base, perform simultaneous translation into Russian and another 30 languages ​ ​ of the world. It is also possible to configure notifications when dialogs with specified parameters appear in order to quickly complete transactions or respond to problematic interactions.

Until September 1, 2024, MCN Telecom business clients have access to a beta version of the Contact Center with an unlimited number of users connected and voice analytics without a subscription fee, the fee is charged for text processing by a neural network - from 0.001 rubles/1 token and speech transcription - 0.5 rubles/30 seconds.

In order to use the AI Contact Center, you need to connect VATS, Phone Numbers, Chatbots and Voice Robots, depending on which channels are planned to be used for business communications.