Mango Office

Mango Office is the first virtual exchange (VATS) in the Russian market that supports unified processing of traditional and SIP connections. In June 2011, it was announced that the "cloud" PBX "Mango-Office" had a new important function that allows you to process incoming SIP connections according to the same rules as regular calls from the city telephone network. This solves many business telecom support tasks that are important for different categories of subscribers.

The Mango Office Center manages the entire set of external and internal calls of a geographically distributed organization currently being processed by the Mango Office virtual exchange, and "transfers" part of the call queue to a idle office, even if it is located in another region. For example, the coordinator of the technical support team can, bypassing the regulations in real time, "pull" the VIP client call out of the queue and transfer it to the most qualified specialist. The numerous and convenient tools built into the Mango Office data center to visualize the global picture of active calls and the optimal management of available resources for their processing prevent many situations when communications with the enterprise annoy the client, form a negative experience for him.

Another CER function, also noted by the editors, helps to solve this critical task to strengthen relations with customers. This is the connection of the curator to the conversation between the employee and the client in listening, conference or breathing mode (in the latter case, the employee hears the curator, and his interlocutor does not). This function is irreplaceable in a number of cases. For example, when a prospect's needs are not standard, and a sales employee cannot offer a suitable solution on his own. Meanwhile, this situation often arises when a small enterprise first contacts a large and extremely promising customer. Breathing is just as important when a new sales or customer service employee is just starting to work independently and is not yet completely free to operate with knowledge of products and services in order to put together an optimal solution on the fly. More generally, breathing and other options for connecting to the conversation allow the enterprise to easily create a real-time mentoring system, and the mentor and his wards can work thousands of kilometers from each other.

The Mango Office Center is one of the three main "cloud" business applications of the Mango Office line. These services  - DAC, VATS and CRM - are mutually integrated, and their use gives a pronounced synergistic effect. VATS and DAC are responsible for the favorable impression of each contact with the enterprise, and CRM is responsible for the satisfaction with their entire sequence. Thus, without additional effort and costs, the subscriber receives a holistic organizational and technical system for managing the customer experience in interaction with the enterprise (Customer Experience Management). Currently, it is such solutions, along with product/service quality management, that are considered the main factor in generating customer loyalty and stimulating re-sales. In this regard, we emphasize that the above services of the Mango-Office line are available to Mango Telecom subscribers in all cities of presence: Moscow, St. Petersburg, Yekaterinburg, Kazan, Nizhny Novgorod, Rostov-on-Don and Chelyabinsk. In July-August, this series will include two more million-plus cities - Samara and Novosibirsk.

The function of VATS "Mango-Office" is one of the most popular subscribers. It eliminates a number of common problems faced by most organizations that have a "promoted" telephone number received from a local telephone network operator. As a rule, such a number has a limited channel, and with the increase in the number of incoming calls, employees no longer have enough lines for normal operation. Another typical situation is the lack of telephone switch functions on such a number, for example, an interactive voice menu (IVR), convenient tools for analyzing and visualizing statistics that demonstrate the effectiveness of employees, recording telephone conversations, intelligent call routing, including on mobile and SIP phones, as well as Skype accounts. A separate difficulty for the company is moving to a new office, in case it cannot save the telephone number at the new address.

To solve such issues, Mango Telecom offers customers to use the new function of a virtual PBX - connecting the telephone numbers of any operator using incoming SIP lines (SIP trunks). To do this, the subscriber installs a compact and inexpensive VoIP gateway in the office and connects the telephone lines of his operator to it. The gateway automatically transfers incoming calls to the Mango-Office PBX, and in most cases such forwarding is not associated with additional costs, since the existing broadband connection of the office to the Internet is involved .

From this moment, the previous telephone numbers begin to support the entire set of functions of VATS "Mango-Office," which the user independently connects and configures in the "Personal Account." So, he gets the opportunity to quickly and simply redirect incoming calls to another region or abroad, turn on forwarding to a mobile or SIP phone, allow the use of "old" numbers only for incoming calls, and use other PBX resources for outgoing communications. At the same time, you can make calls to Moscow numbers go through the telecom operator who provided the telephone numbers, and to St. Petersburg - through Mango Office. In addition, many additional intelligent services become available to corporate users: "8-800" (or "free call"), conference sessions in which up to 6 parties can participate simultaneously, call recording, various types of call routing related to the peculiarities of work of specific business units.

The new capabilities of VATS Mango-Office not only eliminate all the difficulties associated with moving or growing a business, but also allow, for example, connecting a branch of a company located in another city to a cloud PBX, or combining several geographically remote "sites" in which local telephone numbers are used into a single communication space.

VoIP gateways with various technical characteristics can be purchased from Mango Telecom, with customers receiving fully configured devices (http://mango-office.ru/equipment), advice on their configuration and round-the-clock technical support. We emphasize that all the proposed gateways have been tested for compatibility with Mango-Office services and are part of a new large-scale line of subscriber SIP equipment, the formation of which Mango Telecom announced in June 2011.

Among the users of the Mango-Office Center, retail and wholesale trade enterprises prevail (44%). Legal companies account for 9-10% each, as well as service providers for the population (beauty salons, taxis, pizza delivery, etc.). Another seven segments occupy 5-6% of the client base: health care and education; construction and real estate; tourism and recreation; transport (sale, maintenance and repair); raw material extraction and production; consulting and marketing; financial services (banks, audit, insurance). At the same time, 62% of enterprises using the Mango-Office data center have a staff size of 5 to 40 employees. Groups "from 41 to 100 employees" and "over 100 employees" each account for 12%. The remaining 14% are enterprises where up to 5 people work.

G.729 speech codec support

Mango Telecom has implemented support for the G.729 voice codec used in SIP telephony and allows the subscriber to receive high-quality communication services when there is even narrow-band access to the Internet.

Compared to G.711, the G.729 codec requires significantly less bandwidth, which means that it allows the company to use the Internet channel with greater efficiency. The use of G.729 is most important for the subscriber in several cases:

• 1) when the user does not have enough bandwidth for a phone call via G.711;
• 2) when the company conducts many simultaneous conversations, due to which the use of the Internet channel increases. For example, G.729 allows you to get high-quality communication for remote and mobile employees working through wireless access networks (Wi-Fi, WiMax, etc.) using SIP phones, softphones, laptops or PDAs.

The support of the G.729 codec by the Mango Telecom network not only makes the use of SIP telephony even more efficient and economical for our subscribers, but also significantly expands the capabilities of the Mango-Office service, which combines the functions of a virtual IP PBX and a multi-channel telephone number.

Information and analytical services "Mango-Office"

On December 20, 2011, Mango Telecom significantly expanded the information and analytical services built into the Mango-Office cloud virtual exchange (VATS). Now these services, combined in the module "Monitoring," have become available to users of all tariff plans. The module allows the company to optimize the costs of promoting goods and services, improve work with existing and new customers, identify "bottlenecks" in processing requests to the company, and evaluate the implementation of corporate standards and regulations. The Monitoring module has no analogues in the Russian market.

The capabilities of the Monitoring module meet the needs of customers who conduct an in-depth analysis of the effectiveness of communications with customers and partners. With its help, subscribers of VATS "Mango-Office" can conduct a serious analytical processing of information about the company's communications with real and potential customers and partners. Relevant data visualization and analysis tools are provided as an optional SaaS service built into the PBX user interface. Accordingly, its application does not require additional software, as well as solving any integration problems. All that is necessary is to include the necessary information and analytical tools in the "Personal Account."

Recall that a number of analytical reports were available to Mango Telecom subscribers earlier. Now, the set and functionality of analysis tools has been significantly expanded, the user interface has been unified, and the built-in mechanisms for filtering primary data and comparing samples have been improved. In addition, flexible separation of communications using traditional telephony and VoIP technologies has emerged. Especially note that the graphics prepared by the Monitoring module can be transferred directly into presentations and other documents, which reduces the path from primary data to management decisions.

The group of reports "Effectiveness of advertising campaigns" solves an important task for most enterprises - it allows you to quantify the impact of a specific advertising campaign (RK) on the flow of calls from potential customers. The system monitors incoming calls to the specified telephone numbers, allowing you to visually monitor the process that is unfolding over time. Analyzing such an indicator as the number of appeals, the company literally sees in real time whether the Republic of Kazakhstan caused an influx of customers and whether the result meets expectations - taking into account the scale of the Republic of Kazakhstan and the features of the advertising medium. The built-in mechanism of call filtering by duration makes it easy to separate business-significant calls (take a few minutes) from lost contacts (calls of 10-15 seconds, in which the applicant, as a rule, does not even contact a qualified sales officer) and from the situation when the advertisement "hooked" the caller, but more detailed information led to a loss of interest in the offer (such conversations usually last from 15-20 to 40-50 seconds).

We especially note the possibility of comparing the performance of the Republic of Kazakhstan - both going at the same time and carried out earlier. Such an analysis is greatly simplified, and its results become more reliable if each RK is allocated its own multi-channel number. Moreover, this is available to any enterprise, because the required number of numbers, without any restrictions, the Mango Telecom subscriber can connect to VATS directly in the Personal Account. At the same time, each room is stockane, and the monthly fee for the room does not exceed 250 rubles.

The Monitoring module also generates a set of reports that allow you to judge the quality of call flow processing by a business unit, project team, or individual employees of an enterprise. Reports show the total number of incoming and outgoing calls, the ratio of received and missed calls, the average response waiting time, the average conversation duration, and many other parameters. Using filters, the user can separate communications carried out using traditional telephony and SIP technologies, as well as calls received at regular contact phones and at number 8 (800). This is important, because for these channels the "normal" duration of calls is different. Using this subsystem of the Monitoring module, you can easily compare the performance of services and departments, as well as make an intra-group comparison of employee performance and identify differences in their individual communication style from the normative one. One of the important areas of application of this tool is an objective assessment of the effectiveness of training programs.

We note another group of reports - on the hourly distribution of the load on specific employees and on different departments and services of the company. Such reports can be obtained for any day, month or quarter. The analysis of this information answers the question whether the actual load does not exceed the limit for processing calls for an employee or group. Accordingly, an enterprise can estimate when it is necessary to increase the number of personnel engaged in communications with customers, and when instead there are enough internal reserves. Moreover, reports directly point to these reserves: unburdened or irrationally using employees, as well as to the suboptimal organization of business processes, which causes overload of some and simple other departments.

Q1 2012 Service Pack

The main changes included in the Q1 2012 package relate to simplifying the setup of PBX; Improve automatic processing of incoming calls and waiting periods voice mail and fax enhancements, as well as a call recording system.

Simplifying PBX Setup

The user interface of the personal account (LC) has undergone significant changes reflecting the wishes of subscribers, statistics of calls to the Mango Telecom technical support service, as well as the company's analysis of user action sequences when solving certain tasks.

First of all, we note a change in the initial settings that apply immediately after connecting the PBX, as well as templates for incoming call processing scenarios. Having analyzed a huge amount of data on how customers prefer to configure VATS (only 700-800 companies join the ranks of users of this "cloud" service every month in the Moscow region), Mango Telecom has developed a default settings scheme that meets the needs of most new subscribers. Taking this scheme as a basis, the user can selectively adjust it by choosing the most appropriate template and replacing the training phone numbers and email addresses with real ones. The detailed descriptions and instructions built into the template greatly simplify this process, and the use of templates minimizes the changes that the user needs to make when initially configuring the PBX, which is important, given the abundance of PBX parameters (for example, many automatic call forwarding algorithms) and the lack of experience of the newcomer user. Note that the user can not only use the ready-made templates, but also save his own configuration schemes; some of them may be backups of the working scheme, and some may be inactive options prepared by the "future" to quickly change the operating modes of the communication system of the enterprise.

In addition, it is possible to transfer the current forwarding rules to new numbers of any type. The need for this occurs very often, for example, when connecting the number 8-800, the numbers of other operators or external SIP lines. As a rule, at this point there are already optimally configured algorithms for processing incoming calls, and the same rules need to be extended to new communication channels. Note that two important features of the "cloud" PBX "Mango-Office" are used here: support for one PBX of many different types of numbers, as well as the possibility of using identical call processing for traditional and VoIP telephony.

In addition, the design of PBX settings in the LAN and usability of the user interface were significantly improved, the settings for call distribution within groups became more flexible, it became possible to temporarily exclude operators who did not answer the call from all groups.

Processing incoming calls and reporting waiting times

One of the most necessary options for companies operating in the mass market is an autoinformer about the waiting time for the operator's response. Statistics show that using this function can increase the psychologically acceptable waiting time for the caller by 30%, after which he simply hangs up. Moreover, even losing patience, the client, as a rule, still waits for an answer if he knows how much to wait. This feature is useful for any organization, but it is absolutely indispensable for enterprises facing peak loads and spontaneous formation of long call queues. We emphasize that this service works on the basis of the algorithm developed by Mango Telecom, which predicts the waiting time based on the analysis of data on the last calls, the number of operators in the group, the average duration of conversations and many other parameters.

It is worth noting that during waiting and when transferring a call to VATS, Mango-Office can play sound fragments: music, standard beeps or any information recorded by the subscriber: about new services, promotions and other important events. Moreover, you can choose whether to play the record to the end or connect the client as soon as the required employee is free.

In addition, new algorithms for distributing calls in the group have appeared. Now the number of such algorithms has reached five, and together they allow you to describe almost any scenario that meets the specific needs of any enterprise service. So, for example, the new algorithm "Simultaneously to All Free" will send an incoming call at once to all free employees of the group, and the one who first picks up the phone will accept it. This scheme, often used in the technical support service, motivates specialists to come on time, is at the workplace and respond to calls as quickly as possible. You can motivate employees to increase the number of calls received, which slows down the growth of the unit. Another algorithm, "Guide to the one who is the longest free," is suitable for cases when after talking with a client, the employee needs to think about the conversation and record its results.

Voice mail, faxes, and call recording

Not only the design, but also the ideology of the corresponding sections of VATS settings have been significantly changed. At the same time, the most frequent wishes of users are taken into account. Thanks to the updated "General Settings" page, the user no longer needs to read help, because a single "entry point" has appeared, where all settings are collected. In addition, all settings are provided with tooltips with examples of use, and "default" in the settings are set parameter values that are as close as possible to the "typical" expectations of Mango Telecom users.

User advice has significantly improved usability. So, for example, the setup of the extension dialing is now made literally "in one click" - even if the subscriber uses specific schedules for different territorial units of the enterprise, and also sets different rules for processing calls on weekends and working days.

Also, at the initiative of users, setting up rules for processing received faxes, voice mail messages and conversation records is significantly simplified. It has become much more convenient to record and set a non-standard greeting that is played before recording voice mail. Fax tools have also been improved. Here, among many changes, we emphasize improving the quality of images, multithreading and sending faxes for each user, limiting employee access to faxes and voice mail, as well as making it easier to receive faxes during a conversation. According to statistics of calls to technical support, these improvements will be estimated by about 80% of Mango Telecom subscribers.

Especially note the new function of the conversation recording subsystem - unloading from the VATS cloud storage in the form of a single ZIP archive. This archive contains separate conversation records (in mp3 format) and a summary file-table of contents, and when creating an archive, clients can use various filters: by employee, external subscriber number, duration, etc. This function is extremely important for all organizations that actively call customers and/or must provide the state or higher structure with a complete database of conversation records and reports on how many numbers called, over what period, from which number the calls went to, what their duration.

VATS "Mango Office" introduced a number of important innovations (for example, support for two-level voice menus - IVR), as well as over fifty small improvements that improve the ergonomics of the service.

CRM Mango Office

CRM Mango Office is a tool to increase the sales and efficiency of the company as a whole, whose activities are related to working with customers.

CRM Mango Office provides users with tools for customer relations, which allows them to focus on really important tasks: increasing sales, improving the quality of customer service, increasing customer loyalty. Users of CRM Mango Office concentrate primarily on interaction with customers and spend less time on organizational work.

When using the CRM system in Sales or Customer Service, the entire history of calls and e-mails is maintained. The customer base, status of current orders, cash flow and much more will be combined in a single CRM Mango Office information environment.

What makes the company more efficient when using CRM Mango Office for business? The figure shows the main capabilities of the CRM Mango Office, which provides an increase in the efficiency of the company.

Fig. Main CRM Mango Office capabilities

• Integration with IP telephony - Saves the history of 100% of customer calls to managers. When you call a CRM customer, Mango Office automatically starts the call processing scenario: the manager is shown a customer card, the history of previous contacts, order information and other useful information. This significantly reduces the service time for each case, thereby increasing employee productivity.
• Maintain Customer Database - Provides customer information. All managers maintain customer records in a single format in CRM Mango Office, forming the company's customer base. The ability to quickly find the right information increases employee productivity. By accumulating information from customers or partners, managers or active sellers can find new business opportunities.
• Automating the sales process - increases the number of successful transactions, resulting in increased customer satisfaction. Working in CRM Mango Office, managers follow clear instructions in a formalized sales scenario. CRM Mango Office will not allow the manager to skip any step of the sales scenario, will remind the customer to make a call or monitor the payment process in a timely manner.
• Business Process Support - Increases employee productivity. In CRM Mango Office, typical tasks are described and divided into clear stages with the definition of goals and success criteria. Managers are provided with clear instructions that allow them to successfully and quickly complete the next stages of business processes.
• Storing the history of all sales - allows you to implement a personal approach when working with a customer. The manager, based on the customer's call history, offers him the best prices and terms of service. Customer loyalty and business reputation of the company are growing.
• Control and management - allows management to effectively control and manage the company, receiving online information about all incoming customer calls, the number of potential contracts, expected revenue, and cash receipt facts. The analysis of employees' work in the framework of business processes allows you to monitor all stages of the company's activity, identifying bottlenecks, and adjust the process of the company's work.

Q1 2013 Service Pack

The enhancements covered almost all aspects of the service: the user interface and usability, remote desktop access, the system of business process templates and reporting tools. These changes are important for all categories of users of CRM Mango-Office, as they significantly simplify the operation of the system, facilitate its implementation without the involvement of external consultants and accelerate the transition of new users of the front office from familiarization and study of the service to effective work.

The most important innovation block of this version of CRM Mango-Office is aimed at preventing errors of a new user who has not yet mastered the service interface, at simplifying the independent elimination of their consequences and returning to normal operation. In particular, the system messages have been significantly redone and their concept changed: now all messages not only reveal the essence of the problem, but also clearly show the correct sequences of steps in solving each task (for example, when describing a new counterparty or business process). In addition, forms are now connected to a context-sensitive system of tooltips and references to help topics, which allows you to easily understand the purpose of any form and the rules for working with it, as well as imagine the range of tasks that can be solved using it. Many changes have been made to the visual design of the interface elements (for example, mandatory and optional fields, empty and non-empty filters are now clearly distinguished). For tools that are used especially often, along with universal ones, accelerated mechanisms have also been introduced (quick filters, the ability to add numbers and characters "*" and "#" directly from the CRM interface when working with remote IVR/DISA systems). All this made the CRM Mango Office system more friendly to the new user. Note that the intensive improvement of the ergonomics of the user interface and the usability of the service will continue in the future.

Top managers and heads of departments outside the office were able to remotely access their desktop. Recall that in CRM "Mango-Office" you can place up to nine reports on it and configure their parameters, after which the summaries are updated automatically, and the desktop turns into a dashboard, one look at which is enough to correctly assess the situation and instantly understand what requires a more detailed analysis of the data, and what - the personal participation of the manager. The web version of the desktop is now as informative as the desktop provided by the client software.

One of the most complex elements of CRM Mango-Office - the business process description and automation subsystem - is simplified. This subsystem, which is one of the most important features of CRM Mango-Office, offers the subscriber enterprise extremely wide opportunities to improve customer experience (for example, it allows you to work with "multi-layer" sales funnels and "time-stretched" sales, as well as introduce and monitor internal SLAs). Although the Mango-Office CRM business process subsystem is specially designed for self-implementation without the involvement of external consultants, it remains one of the most difficult to study service opportunities. To a certain extent, this also applies to the built-in reporting system, where the difficulties for the new user cause a lot of configuration options. The new version of CRM Mango Office includes templates for two processes ("short" and "long" sales) and three reports (for transactions and for each type of sales process). As practice has shown, this combination is optimal, because it allows, having spent a minimum of time, to evaluate the range of capabilities of subsystems, configure them "for yourself" and begin to practically apply them in the enterprise.

Along with improvements aimed at the business users of CRM Mango-Office, significant improvements have been made to the administration tools. In particular, when configuring new users, the need to restart the client application disappeared, and the number of manual operations when describing access rights was sharply reduced. These changes, useful even for very small enterprises, become critical when the number of CRM jobs exceeds several dozen.

"Preparing" cloud "CRM for commercial operation, we paid the most serious attention to the work on usability, focusing not on" technicians, "but on front-office employees and top managers. After all, our service is a complex business application in which integrated telephony is an important but subordinate element. At the same time, we paid attention to both the study of individual interface elements and the general impression of the subscriber of working with the service (total user experience). But when customers began to actively work with the system, both problematic areas and opportunities for improvement were discovered. Having the experience of launching and developing the "cloud" PBX Mango-Office, we naturally foresaw this. Therefore, already at the launch of the CRM service, a holistic system of "feedback" with users through various channels, including the first line of the client service, the active sales department, the technical support service, etc. was also launched. Moreover, all employees were motivated to actively participate in the collection, analysis and selection of wishes and their speedy implementation, "says Alexey Bessarabsky, head of the marketing department of Mango Telecom. - It was the efficiency of feedback with users that allowed us to gather a lot of ideas for the development of the service in a short time and prepare a package of updates that completely changes the perception of CRM "Mango Office" by new users. And our existing subscribers will undoubtedly appreciate the company's attention to their wishes. "

History of development

2021: User Access to Voice Analytics Self-Training

Mango Telecom, specializing in comprehensive communication solutions for medium and large businesses, announced on May 27, 2021 the release of an update to the speech analytics service, which is designed to make it more convenient to work with this tool.

Thanks to the features that have appeared, users can independently add vocabulary to the dictionary that neural networks access when analyzing telephone records.

"Lexical specifics are in many industries. In addition, there is professional jargon and dialects - they are also located outside the perimeter of the main language model, on the basis of which analytical tools function. Regardless of how common such vocabulary is, the ability to recognize it can be of decisive importance in the case of a particular company, "explained Stanislav Yezhov, product manager of speech analytics at Mango Office.

Additional system training is available from voice analytics providers, but Mango Telecom has automated, simplified and accelerated this process. Instead of contacting a technical support or developer manager, Mango Office users can add words or expressions directly from their personal account. Further, the neural network will need to conduct a procedure for validating hypotheses regarding new lexemes for it and the corresponding contexts, after which the analyst will be fully ready to perceive them in natural speech.

According to Stanislav Yezhov, such capabilities provide voice analysis of Mango Office with greater flexibility and expand its scope in accordance with changing customer business conditions or market circumstances. Speech analysis, recall, works with records of telephone conversations, recognizes them using elements of artificial intelligence, and allows you to distinguish the necessary semantic parameters: what was said or not said by someone, client or employee, at what moment. Based on the data collected, reports are generated according to the required criteria. They allow you to highlight a particular aspect as advice on the line or in consumer requests, to identify problems in sales or service. Before the appearance of voice analytics, companies used the method of selective listening to calls to solve similar problems.

2018: Integration with Zendesk

The company, Mango Telecom a player in the Russian virtual exchange market, in January 2018 announced the integration of cloudy telephony Mango Office with the platform for organizing the work of support services -. Zendesk The company has placed an integration module in the Zendesk marketplace.

Zendesk operates on the so-called "tickets." These are special forms that store questions, claims, error or problem messages and summarize the progress of work on them.

Mango Office communication services are embedded in Zendesk just at the ticket level. Integration allows you to automatically register all phone calls with Zendesk. The system creates a ticket on its own based on the call event - incoming (customer to company) or outgoing (when the customer is contacted on his own initiative by the support department).

In subsequent calls, the attendant receiving the call will display a customer card - with the tickets of past calls. This will allow support staff to quickly plunge into context and take into account the necessary details, without forcing the interlocutor to describe the essence of the problem time and time again. If you need to clarify or check something, the operator will be able to listen to recordings of previous conversations. Records are also stored in the system, sorted by ticket. When you need to consult with a senior specialist or a question requires an quickly agreed solution by several departments, Mango Office services allow you to make the necessary calls without breaking connections with the client on the line.

If the handling mechanics implies that a personal manager receives calls from a particular client or only a specialized department deals with a separate category of questions, then Mango Office sets up the appropriate routing of calls - to a specific specialist or profile group. Missed calls will also be recorded in Zendesk - so that the support service can contact a client who tried unsuccessfully to seek help. Technically, any call is made directly from the Zendesk interface - by pressing one button, you do not need to dial the phone number.

We see how the needs for the service change, how interactions in different areas of the company-client relationship are complicated and accelerated. Well-implemented communication tools in the client service system can eliminate typical service problems and optimize the operation of the support service. The client will not have to spend effort either on contacting the company or maintaining a productive dialogue with it, he will really feel care about himself, "said Andrei Kozlovsky, head of marketing at Mango Telecom.

2017: Mango Office integrated with Yandex.Metrica

On June 29, 2017, Mango Telecom announced the integration of the Mango Office system with Yandex.Metrica.

Integration with Metrics will help specialists operate on data. Previously, accounting for call statistics when evaluating site conversion was available using native reports in the personal account of Mango Office and the Google Analytics system .

Statistics on calls are disclosed in Metrics with detail, as well as data on online conversions: in any sections by channels, sources and campaigns.

Colltracking transfers user identifiers and call characteristics to Metrics, allowing for a qualitative analysis of telephone calls and the history of touches with advertising communications. Immersion - up to creativity, the text of a specific announcement or search query, dialing which the future client was on the site and as a result made a call.

Colltracking makes it possible to more accurately evaluate the effectiveness of paid placements and optimize advertising campaigns in Directek, the Yandex contextual advertising service, on call data.

Integration of MANGO OFFICE colltracking with Metrics is a big step that was expected in the market. Data on conversions on calls became available in Metrics, and this will allow specialists working mainly with this system to have an important source of data in their usual environment for a comprehensive assessment of the effectiveness of advertising, without using other tools for analysis. Dmitry Slukin, Mango Telecom Product Manager

2014

Add-on in Display Modes

On September 17, 2014, Mango Telecom announced the expansion of the functionality of the virtual PBX Mango Office - subscribers are free to choose how the caller's number will be displayed on their phone when an incoming call is made through the virtual PBX enterprise.

The developers consider this innovation useful in the scenarios for using VATS Mango Office and convenient for subscribers using the forwarding of incoming calls to mobile and city phones with ANS. The new functionality is added to the virtual PBX taking into account the wishes of users.

As of September 17, 2014, three options for displaying information about the received call on the phone screen were implemented:

• number of the caller,
• the number of the PBX line on which the call originally arrived,
• setting different rules, depending on the type of subscriber device (mobile or SIP phone).

• The first option is convenient when you need to identify calls of regular customers, do not lose the contact information of the new client and later call him back.

• The second case is in demand when calls to different numbers of the organization require an excellent reaction from employees. For example, individual telephone numbers can be assigned to different functional divisions and/or territorial units of the enterprise, allocated for certain business projects or indicated in various advertising channels, for an objective assessment and comparison of their effectiveness.

• The third option combines the first two: on a SIP phone, the number of the caller is displayed, and on a regular phone (fixed or mobile) - the number of the PBX line. This option is useful when a fixed SIP phone is installed at the workplace, but calls are often forwarded to the mobile. On a SIP phone, it will be possible to immediately identify the client, and on a mobile phone - classify the call as working and start the conversation with a business greeting.

New Mango Office Features

On March 20, 2014, Mango Telecom announced the development of the functionality of the virtual telephone exchange Mango-Office in terms of processing incoming calls to the telephone numbers of the subscriber organization provided to it by other telecom operators.

Description

The innovation helps the organization consolidate incoming call flows and use the entire arsenal of "cloud" tools of VATS "Mango-Office," including information and analytical tools (BI), call recording, as well as various automation tools (IVR , unified call processing algorithms, etc.) to process them.

In addition, these calls are now included in the processing of business applications of the Center and CRM "Mango-Office," which helps protect the subscriber's investment in marketing, improves communications of geographically distributed organizations, allows enterprises to better interact with their customers, increasing their satisfaction and loyalty.

Advantages

It is possible to connect the telephone numbers "Megafon" (Multi-Background), Skype Connect, Sipnet and any other carriers that provide their subscribers with the opportunity to receive calls using SIP - without the use of additional equipment.

According to developers, the new mechanism for connecting third-party telephone numbers will be useful in many situations: new VATS subscribers will be able to save telephone numbers when changing offices, receive calls to telephone numbers previously used in advertising campaigns and marketing campaigns. VATS subscribers who have branches in the regions of the Russian Federation, where Mango Telecom does not yet provide city numbers, can receive calls from these regions using the numbers of local operators.

"A single communication space created with the help of VATS, COV and CRM services of the Mango-Office line gives the company huge advantages in terms of monitoring the work of departments and employees, improving the quality of communication with customers, optimizing business processes and gradually building a holistic management system," said Alexey Bessarabsky, head of marketing at Mango Telecom. - However, earlier telephone numbers of third-party operators "splashed pieces" from this space, which, of course, reduced the extent of the positive impact of Mango-Office services on the subscriber's business. So it was until today, but now the problem has been fixed, and in some cases our subscribers even got additional opportunities to increase efficiency. "