MTT Premedia

Main article: Call-center: purpose, types and tasks

2021: PREmedia service launch

MTT JSC on September 2, 2021 announced the launch of the PREmedia service for companies from the financial sector, logistics, retail, housing and communal services and other industries operating with a large amount of inbound traffic on typical issues. PREmedia allows the caller to be informed at the time of off-hook, even before being connected to the attendant on the line. This allows you to significantly reduce the cost of communication of both the fixed number and the number 8-800.

PREmedia plays prerecorded messages to users before connecting to the company operator. These can be answers to typical questions or information about the status of the order, current promotions and new services. At the same time, traffic will be free for both the caller and the owner of the number.

We studied the "pain points" of our customers and found out that up to 70% of calls to the company are requests that can be processed without the participation of employees. As a rule, these are simple information issues, which increases the cost of working a contact center. PREmedia reduces the cost of processing incoming calls at times, reduces the line queue and frees operators from routine, allowing them to focus on more complex calls, said Ramil Bikkuzhin, MTT's commercial director.

PREmedia is developed on the Telecom API platform and can be integrated with any information system. This makes communication with each client unique. When a call arrives, PREmedia analyzes the phone number, communicates with the CRM system through the API, receives the necessary information and substitutes the data into a message for the client. At the same time, personal data remains on the side of the company and business does not have to worry about their safety and additional protection.

The service is connected online and does not require additional equipment. To maximize the benefits of implementing this solution, you need to allocate a separate number 8-800, city or mobile, to contact customers about the most common issues and connect the PREmedia service to it. The cost of informing with PREmedia will be 15 kopecks. While the average cost of processing one incoming call to the contact center is 4 rubles. By allocating a special number for customer calls and connecting the PREmedia service, the company can save up to 90% of the total bill on telephony.