VoiceBox from MTT

The main articles are:

• CRM (Customer Relationship Management System)
• Voice biometrics

VoiceBox is a universal voice robot designer developed by MTT.

2023: Ability to use a group of numbers to make outgoing calls

On January 19, 2023, MTT JSC announced an update to the functionality of the VoiceBox voice robot platform. The update includes a number of improvements that made the use of the service even more convenient, functional and effective for MTT customers.

The following features have appeared in the VoiceBox update:

• Using a group of numbers to make outgoing calls
• Export scripts from your personal account
• Change the script type.

Using a number group allows you to change the outgoing number when you try to dial again. Now the client can use this function in his personal account independently, without involving MTT specialists. By dynamically selecting an outgoing number from a group of numbers, VoiceBox makes more targeted calls and increases the efficiency of calls.

Exporting scripts from your personal account makes it possible to upload the script, all libraries and the configuration of the robot. MTT customers and partners can use this functionality to easily share a ready-made scenario. This approach allows tens of times to reduce labor costs for the development and modernization of voice robots.

With the Script Type Change feature, you can convert an outgoing schema to an incoming schema and vice versa. For ease of operation, the choice of script types is included in the basic settings. Now you do not need to assemble manually - just choose the right option.

Thanks to the new functions, it will become even more convenient to create and use a voice robot from MTT, "commented Vasily Sazhko, MTT Product Director. - Now our clients will be able to easily and quickly export ready-made scripts, change the type of script, change the outgoing number when retry dialing, which will make VoiceBox even more efficient for them.

2022

VoiceBox 1.5 Release

MTT, a provider of intelligent business solutions, introduced an updated version of the VoiceBox voice robot platform on August 24, 2022. The release includes a number of improvements that are designed to make the service even more functional for business customers, and its use is more convenient.

Illustration: metallicheckiy-portal.ru

This version of VoiceBox 1.5 adds the following functionality:

• updated Script block;
• Reduce pauses when recognizing user responses
• filtering in the "My Campaigns" section;
• Automatic telephone number formatting and other useful features.

The updated Script block allows you to create more complex script logics, such as mathematical calculations and logical transformations within the script, bringing the data into the desired form for the correct transfer of call status or other information to the CRM system.

In this version, the voice assistant VoiceBox analyzes the answers even faster and almost does not pause in the dialogue with subscribers. As a result, a conversation with a voice assistant sounds as natural as a person. To do this, the developers added processing of intermediate speech results.

Quick filtering has also appeared in the "My Campaigns" section. Now you can quickly and conveniently find activities already implemented by the voice assistant. To do this, enter the name, date and other values ​ ​ in the search bar and thus easily and quickly find previous campaigns in the list.

For the convenience of clients, the developers have added the function of automatic formatting of the phone number. The client can use the following available phone number formats: with "+ 7," "7," "8," without "8" and "7," with spaces, brackets and dashes. MTT on its side will bring the number into the desired format.

The company developed this functionality, focusing on user requests. Now collecting scenarios by which VoiceBox will process calls, send messages and prepare reports will become much easier and more productive, commented on MTT's product director, Ivan Artemyev.

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2020

Overview of Capabilities and First Application Results

The volume of the Russian virtual PBX market at the end of 2019 is estimated at 11 billion rubles, annual growth - at the level of 25-30%. Taking into account hybrid solutions, it grew even more - by 35%, and in monetary terms reached 13.1 billion rubles - research data from TMT Consulting.

The massive transition of business to remote work format in connection with, pandemic the universal desire to save on everything, including services, communications stimulates even greater growth in the virtual PBX market. Experts believe that not cloudy telephony only cheaper than traditional, but also more reliable, fail-safe. So, most likely, the market will continue to grow in all respects - the income of vendors,, providers volume in monetary terms, the number and quality of services. One of the new cloud services launched in May this year is the universal voice robot designer VoiceBox from MTT.

VoiceBox automates voice communications with customers

For whom and for what

Creating voice robots for customers from the sphere of large corporate business, MTT experts noticed that they automate a large number of typical communications. In most cases, the customer's specialists could do this on their own if they were offered a special tool. So the idea arose to create a universal voice robot designer VoiceBox, designed for medium and large businesses.

VoiceBox is a universal tool, any company can use it, regardless of business area. The main conditions for effective use - the company's business involves delayed purchases, orders of services or visits to the client, employees make a large number of typical calls, receive and process incoming calls, and regularly notify customers using SMS mailings.

For example, a private medical institution needs to call customers who have made an appointment to make sure that they remember the date and time of admission, did not change their mind about coming, and if they changed their mind, they should offer a different date and time, automatically making an appropriate entry in the corporate CRM system. If there are few clients, an employee can cope with this, but if tens and hundreds daily, this becomes a problem for the business.

Providers can remind customers to pay for Internet access, banks can offer loans to deposit holders on favorable terms. VoiceBox is able to help Internet sites in solving two urgent problems - an abandoned shopping cart and activation of the customer base. And these are just some of the possible scenarios for using a voice robot.

It is noteworthy that the product is able to solve other tasks that are not related to client communications and direct sales - for example, for HR. In the field of human resources, you can connect voice assistants at the primary stage of clarifying the qualifications of a potential candidate based on his resume posted on the Internet to inform the organization's employees and a number of other tasks. And another area where the effective use of VoiceBox is possible is to solve typical IT support tasks for users within a company or organization.

And more about opportunities

In the basic version of VoiceBox, the customer receives MTT communication services and numbering - urban or 8-800. If he uses the services of another telecom operator, it is possible to use the product only as an online robot designer. Another additional feature of the cloud platform is planning advertising campaigns, tracking connection statistics, their results in real time, receiving reports.

In terms of performance, VoiceBox allows up to 100 new connections per second. Thus, you can call several million people a day. The voice robot is capable of conducting a thousand dialogs at the same time.

Do it yourself

The intuitive VoiceBox interface, the block formula for assembling the robot - from ready-made functional blocks, built-in training materials, ready-made templates for the most common call scenarios - all together it helps to easily and quickly, and most importantly - to independently implement many scenarios for communicating with customers.

The first thing to do in your personal account is to choose one of two types of scenarios - an incoming call or an outgoing one, and then assemble a voice robot based on ready-made functional units:

• speech recognition and synthesis;
• interactive menu;
• logical processing;
• forwarding;
• integration with external CRM, etc.

In case of difficulties, the user can always contact the support service of MTT operating in 24x7x365 mode.

VoiceBox is a cloud solution that does not involve installing additional software. The robot can be integrated with the customer's CRM system, from where it will receive all the data necessary for work - customer name, order status, address, consumer preferences. Customer contacts automatically update information in CRM.

VoiceBox also has a library of ready-made scripts for solving typical problems - registration in the loyalty program, informing about the order and delivery of goods, polling/questioning for collecting feedback and others. This helps to start the robot even faster and get the first results.

What and how much to pay for

The VoiceBox cloud platform runs on a service model. There are no installation payments for the product - due to the lack of installation as such. The platform itself is also provided free of charge, so the customer pays only for the connection time. Specific prices depend on the scale of the project and start at 1.5 rubles per minute. At the same time, only a real, completed contact is paid - if the client does not answer the call, there is no payment.

First results

Several dozen customers have already used the VoiceBox service. For example, the Hemotest network of medical institutions used VoiceBox during a pandemic to clarify the patient's readiness to accept a nurse during the time indicated by him in the application for analysis. This made it possible to improve the quality of customer service, reduce the number of empty trips, unloaded the contact center - the solution is used in 87 cities throughout Russia.

Another medical company, Avicenna, used VoiceBox to confirm the time of admission of patients by a doctor, which made it possible to increase the efficiency of the load on doctors, and the Legorod company reduced the time of dialing customers into children's playrooms by 12 times.

Solution Release

On May 21, 2020, the provider of intelligent solutions for business OJSC MTT announced the development of the VoiceBox product, which allows you to automate voice communications with customers.

In your personal account VoiceBox, you can assemble a voice robot that will perform only the necessary functions that solve the tasks of a particular business. It will help make achievable results easier, automate almost any repetitive business process that requires interaction with the client. The service is designed to bring the business closer to end consumers, save employees from routine actions and switch them to more important things, thereby improving the quality of service, according to MTT.

"In the era of personalization of services, we strive to flexibly approach the needs of customers and create both customized solutions for large companies and universal tools to automate routine but at the same time important business processes that require voice communication with the client. VoiceBox allows you to get a set of services in one "window": voice robot, communication services and numbering. Which significantly saves time and financial resources, " noted' Evgeny Vasiliev, CEO of MTT '

According to the developer, the VoiceBox interface is simple and intuitive. Any specialist can work in it without programming skills. The robot is assembled from ready-made functional units: incoming and outgoing calls, speech recognition and synthesis, interactive menu, logical processing, forwarding, integration with an external database. Depending on the goals of the advertising or information campaign, you can choose the appropriate number: city or in the format 8-800. You can also schedule campaigns for a specific period and track statistics in real time. In addition, VoiceBox can be integrated with most CRM systems, such as Bitrix 24 or amoCRM.

MTT noted that the solution is especially relevant at a time when many companies are forced to switch only to voice and text communications with customers. It will also help companies that are gradually returning offline and want to notify customers about starting work, changing locations, promotions and new offers. VoiceBox can be used in various industries and segments where communication automation is required. For example, providers Internet can use a robot to remind customers of the need to pay access on the Internet and assess the level of service, customer surveys about the satisfaction of installers, the quality of services, etc. Beauty salons medical , clinics, real estate agencies with the help of a robot can confirm or postpone a client's visit, and online stores inform the buyer about the status of the order or confirm delivery. VoiceBox allows you to automate any repetitive processes.

According to the developer, the peculiarity of the product is that the platform for creating a robot is provided free of charge, the user pays only for traffic.