Mango Office Virtual PBX VATS

The main articles are:

• PBX - Office PBXs (Global Market)
• PBX - Office PBXs (Russian Market)

2023

Add Two-Factor Authorization

On August 10, 2023, MANGO OFFICE announced the launch of additional functionality to help companies secure employee accounts and personal data with which they work. The solution is available to Virtual PBX users and allows you to combine several tools that provide call protection.

Often attackers hunt not only for personal data, but also for access to the very resource of advanced telephony, "said Sergei Borisov, Deputy General Director for Information Security of MANGO OFFICE. - There are times when spam calls are made as if from official numbers. To gain access to them, attackers connect to SIP accounts and then can make mass calls. To protect the communications and data of our customers, we have formed a mix of technologies for Virtual PBX users.

The MANGO OFFICE solution includes the following options: two-factor authorization, logging security events and sending to syslog, as well as the implementation of blacklists and whitelists of IP addresses for logging in in the context of applications.

Two-factor authorization (or two-step identity verification) for employees protects user accounts. The system allows you to protect them from even the most inventive hackers.

Logging of security events makes it possible to record the fact of unauthorized access attempts or data leakage attempts. Logs allow you to determine suspicious activity in time or after the incident to figure out what was the reason for it, and understand how to prevent similar situations in the future.

IP blacklists and whitelists prevent user accounts and SIP accounts from being hacked. It is enough for the client to set restrictions in the settings, indicating which devices can connect to the system. This makes it possible in the future to reduce the risk of penetration from the outside.

The added functionality is available to users of the Virtual PBX MANGO OFFICE versions "Maximum" and "Extended." Until October 1, 2023, options can be tested free of charge within the current tariff.

Bitrix Integration Update24

The company MANGO OFFICE on March 6, 2023 announced an update integration with. Chats and appeared in the Bitriks24 list of services included in the integration omnicanal. voice robots

Omnichannel chats retain in Bitriks24 the entire history of communication with clients from text channels (instant messengers, mail or from the site). Voice robots receive incoming calls or make outgoing calls. At the moment of conversation, they can create a lead or deal in the CRM system, replace or find the necessary information about the client. Both tools help ensure employee productivity and a high level of customer service.

Integration functionality has gone beyond simply receiving and making calls from CRM before, "said Marina Ivanchenko, Product and Marketing Director of MANGO OFFICE. - Bitrix24 users already had access to a large range of services, such as speech analytics, colltracking, conversation scripts and other useful tools. The integration of voice robots and omnichannel chats with the CRM system has opened up additional opportunities for optimizing the company's business processes for interacting with customers and improving business efficiency.

The company clarified that the integration of MANGO OFFICE with Bitrix24 is used by more than 5,000 companies as of March 2023.

Expansion of the territory of presence to 120 cities

Mango Office on February 28, 2023 announced the expansion of the territory of presence to 120 cities.

In February 2023, users of the cloud communication platform were able to connect local telephone numbers with the operator with the codes of the following cities: Dubna, Lobnya, Dmitrov, Klin, Lyubertsy, Ramenskoye, Beloyarsky, Langepas, Kogalym, Yugorsk, Pokachi.

Cloud communication platforms have long become a basic tool for business, "comments Elvira Rudakova, director of regional development at MANGO OFFICE. - More and more companies are developing remote offices, mastering hybrid work formats. Communication services help them in this, which are regularly overgrown with additional functionality. At the same time, such tools are quite simple from the point of view of implementation, convenient and flexible, and therefore are the optimal solution for a business of any scale.

The company stressed that they plan to continue to consistently increase the territory of presence, because they see a steady interest of the regional market in their product.

Add Checklists

Cloud Communication Solutions Provider for Business MANGO OFFICE on February 1, 2023 announced a functional update of the voice analytics service. Experts believe that the winter release will significantly improve the user experience. According to internal research of the company, the savings in time resources when using updated functionality can be up to 75%.

The "Check lists" module has appeared in the voice analytics interface, which allows you to automatically evaluate calls by different parameters and slices necessary for business. The module includes a set of criteria that an employee must follow to achieve the goal during communication with customers. Conversations are evaluated according to the specified mandatory parameters.

The checklists reflect the analysis of calls for compliance with company standards in the area of ​ ​ communication with clients: how well the manager worked out the objections, whether he made additional sales, whether he agreed on a meeting or the next step, etc. Information is generated automatically in the form of reports for each manager.

This approach will help to optimize the control of interaction with customers and identify the strengths and weaknesses of managers on the line. Based on these data, managers will be able to even more accurately control employees' compliance with regulations and communication standards, make changes to the script, assess how work on errors affects the results of managers, and form ideas for improving business processes. Checklists make it possible to significantly reduce the time for evaluating communications according to the specified parameters.

This function opens up the opportunity for voice analytics users to check the competencies of managers on the line even faster, collecting a complete picture of the dialogue with the client, "said Marina Ivanchenko, director of products and marketing at MANGO OFFICE. - Automatic reporting allows you to take into account and view in real time the results of all specified criteria that require assessment: clarification of needs, handling of objections, meeting agreement, etc. We can say with confidence that the functionality of the service for January 2023 corresponds as much as possible to the requests of companies for which it is important to provide a high level of client communications.

2022

Optimization of the module for determining the emotional coloration of conversations

The provider of cloud communication solutions for business MANGO OFFICE continues to expand the functionality of the voice analytics service. On October 28, 2022, the company announced the update of the module for determining the emotional color of a conversation, which will allow the business to better recognize the reactions of customers and employees during dialogues and effectively manage consumer loyalty.

The voice analytics of MANGO OFFICE decrypts the recordings of conversations, highlighting data in them according to the specified parameters, and can tag calls according to the emotional color of the dialogue. The updated version of the service has expanded the method of analyzing emotions. Now the assessment of the conversation is carried out on the basis of combined data - linguistic (spoken words) have been added to the acoustic (intonation, tonality, timbre, speed, volume). In addition, there was an option to highlight moments in the system in which the conversation could lead to conflict situations.

The updated service recognizes the emotions of customers and managers in 100% of conversations, filters them by the predominant shade, specifically highlights conversations with negative reactions. All this allows you to timely identify moments that require study: resolving a conflict with the buyer, conducting additional operator training, improving the dialogue script.

Analysis of the emotional component of conversations is useful for business in current realities, when competition for consumers is especially high. Speech analytics helps to better understand what causes the client to react, how polite the employee is and how effective the dialogue scenario is. Positive communication experience can be scaled, negative - used to work on errors. Marina Ivanchenko, director of product and marketing at MANGO OFFICE, said. - The voice analytics service automatically decrypts calls and recognizes emotions, so there is no need to spend the resource of managers on manual analysis. Thanks to additional options for filtering conversations in terms of emotional shade and the Client/Employee channel, the search for the target call pool is much faster.

Expanding the geography of presence to ten cities

MANGO OFFICE announced on September 30, 2022 that it is increasing the pace of expansion of its regional presence. By increasing the coverage area, local companies will be able to use city numbers and at the same time connect to the MANGO OFFICE cloud services.

Numbers with the following city codes are now available on the platform:

• Great Luke (+ 7 81153)
• Veliky Novgorod (+ 7 8162)
• Vorkuta (+ 7 82151)
• Miass (+ 7 3513)
• Norilsk (+ 7 3919)
• Sarapool (+ 7 34147)
• Severodvinsk (+ 7 8184)
• Sterlitamak (+ 7 3473)
• Pervouralsk (+ 7 34392)
• Petropavlovsk-Kamchatsky (+ 7 4152)

At the end of September 2022, coverage is already more than 100 cities throughout Russia.

A whole arsenal of tools based on the cloud platform MANGO OFFICE helps companies of all sizes build both communications with customers and internal processes. Services are universal and allow businesses to be more flexible and convenient for customers, and employees of companies - to work more efficiently in the office or in a remote format.

When you connect virtual AUTOMATIC TELEPHONE EXCHANGE MANGO OFFICE, you can:

• omnichannel contact center, which allows you to receive customer requests from all channels in one window, including calls, social networks, instant messengers and chat on the site;
• voice and chatbots that help unload the first support line and respond to routine requests;
• voice analytics tools for monitoring the work of contact center employees;
• end-to-end analytics to assess the effectiveness of marketing tools, etc.

Technologies help to develop a wide variety of companies, regardless of which cities and regions they are located in, "said Alexander Shikinov, Sales Director of MANGO OFFICE. - Cloud services allow you to quickly connect telephony when opening new branches, improve service for customers, process orders more quickly and build logistics, make the work of employees more convenient.

Room availability prefixed with 800 Kazakhstan

The number with the prefix 800 of Kazakhstan is available to customers of MANGO OFFICE, which announced this on August 29, 2022.

For business, this is an opportunity to increase geographic coverage, receive more calls from customers, as well as an alternative to several direct numbers in the cities of presence. The service is especially relevant for companies that have a large branch network.

All calls to numbers prefixed with 800 are free for the client, regardless of which part of Kazakhstan and from which phone, city or mobile, the call comes. This reduces barriers to customer circulation, increases trust in the organization and, as a result, improves client service.

Many Russian companies are actively developing business in Kazakhstan. Therefore, we opened access to a single 800 number for our clients operating in the Republic. It is readily used by large brands and companies for which it is important to offer convenient service to their customers. At the same time, the service allows you to receive hundreds of calls at the same time, monitor the queue of incoming calls and distribute them between company employees. Thanks to a single number, you can increase the number of incoming calls to the company, which means that the business will have more opportunities for successful sales, "explained Marina Ivanchenko, Product and Marketing Director of MANGO OFFICE.

The 800 prefix number is part of the MANGO OFFICE Virtual PBX. It can be used for calls to sales departments, technical support, a free hotline, help desk and other departments. The 800 MANGO OFFICE number can be used along with number tracking, and is also already integrated with CRMs such as amoCRM, Bitrix24, etc. Together with it, you can also connect city numbers for all branches of the company in Kazakhstan.

Expanding the functionality of the voice analytics service

MANGO OFFICE, a provider cloudy communication of business solutions, announced on July 25, 2022, the expansion of the functionality of speech the analytics service. The option to interpretation for and analysis of downloaded ones has become available to users. audio files It helps to improve the quality of service, increase additional sales and analyze the efficiency of even field employees.  

Previously, only telephone conversations were available for analysis, automatically recorded during communication between the call center operator and the client. Now you can analyze dialogues with customers recorded outside the office, for example, in an offline store, and uploaded to your personal account later. 

Speech analytics MANGO OFFICE has already shown itself as an effective way to control the operation of the call center, where you need to regularly track thousands of conversations in a number of different parameters. Thanks to the expansion of functionality, the service can be used to recognize both telephone conversations and offline dialogs with customers, as well as to assess their effectiveness, in particular the degree of courtesy of the employee or the accuracy of following the script. This is especially true for companies with a large share of managers and sales representatives working "in the fields," for example, for car dealers and retailers. In addition, this feature helps automate the Secret Buyer research method and improve user experience at points of sale, said Marina Ivanchenko, director of product and marketing at MANGO OFFICE.

MANGO OFFICE noted that you  can download data either manually or via the API or from FTP. At the same time, the voice analytics service can be available to users of almost any  client PBX. 

Recall that speech analytics uses elements of artificial intelligence to work with recordings of conversations, decryption and search for user-specified information. Based on the data analysis and according to the configured criteria, reports are generated that highlight the desired parameters and identify problem areas.

2021

How to integrate communication systems and CRM

Two whales of successful business - the profit made and a satisfied client. For companies of any scale, success is largely due to the efficiency of working in a combination of two systems: accounting and communication. Integrations with other business applications improve productivity and customer experience. For example, the MANGO OFFICE virtual PBX is integrated with more than 150 business applications: CRM systems, HelpDesk and ServiceDesk, office applications and others. Read more here.

The availability of Mango Office voice analytics to subscribers of any telephone platform

Mango Telecom, a provider of cloud communication solutions for business, on September 1, 2021 announced the opening of access to voice analytics for subscribers of any telephone platforms. Now companies can use this Mango Office service not only if the PBX of the same operator is deployed on their side. Speech recognition technology can be connected to customers with an already developed technical infrastructure, simply through a case of expanding functionality.

Speech analysis, we recall, works with records of telephone conversations, decrypts them using elements of artificial intelligence, and allows you to select the necessary semantic parameters: what was said or not said by whom - a client or employee - and at what moment. Reports are generated based on the collected data according to the required criteria. They allow you to highlight one or another aspect as consultations on the line or in consumer requests, identify problems in sales or service.

"In our practice, there were requests from clients, especially large ones, whom the Mango Office voice analytics service arranged in all respects, but they were not ready to completely replace the infrastructure of all communications in the company due to lack of time or additional funds," said Stanislav Yezhov, manager of new digital products "Mango Telecom." "We have opened access to our speech analytics for such companies: for them it will work by connecting to an existing telephony system, importing call records, decrypting them and issuing them back using the SipTrunk service - without the need to change the operator."

Previously, voice analytics Mango Office was available only for the PBX of the same name cloudy , now it connects to almost any telephone platform.

Availability of telephone numbers of Angarsk, Bratsk, Makhachkala, Orsk and Taganrog

On August 4, 2021, Mango Telecom announced that from August telephone numbers in the codes of five more cities will be available for connection to the professional communication platform Mango Office: Angarsk and Bratsk (Irkutsk region), Makhachkala (Republic of Dagestan), Orsk (Orenburg region), Taganrog (Rostov region).

Mango Telecom specializes in solutions for medium and large enterprises, providing tools for processing calls and communications in digital channels, software for contact centers, means of organizing joint and remote work.

Mango Office technologies are used to solve communication problems in all major areas: trade, service, production, construction, medicine, tourism, etc. 60 thousand companies use the services of Mango Telecom.

Access cloud address book functionality in the Mango Office Integration Center

The company, Mango Telecom which specializes in professional communication tools for medium and large businesses, on June 23, 2021 announced added features virtual AUTOMATIC TELEPHONE EXCHANGE that can be used by external information systems connected through the Mango Office integration management center.

The Integration Center in Mango Office is a low-code platform, in fact - a user constructor. In it, employees of the business divisions of Mango Telecom customer companies, without the help of developers or technical specialists, can independently implement a non-standard automation scheme that requires certain actions in one application when an event occurs in another.

to marketing The Mango Telecom product manager Julia Fedorovich noted that the summer update opened up access to cloudy the Mango Office address book functionality for the designer, among other new features, which is used to transfer contacts between co-operating systems.

Sales receives a call, for example, from the Facebook Leads form, contact information from the call is extracted, copied to CRM and simultaneously entered into the Mango Office address book. In the telephony system, they automatically form a task for a specific manager - a call to a client, or the contact is entered into the automatic outgoing call database, which is handled by a special group of operators. This is the basic and simplest scenario, the user can create any mechanics he needs in the integration center, "Fedorovich explained.

The integration management center Mango Telecom presented in the fall of 2020, in June 2021 its first major update was released, the company noted.

Support for low-code technologies in software integration modules

On April 19, 2021, Mango Telecom announced the expansion of the integration capabilities of its communication solutions, focusing on the requirements of medium and large businesses.

Software modules, with the help of which Mango Office communication services interact with other information systems, have begun to support low-code technologies (this simplifies the creation of custom integrations by the customer company), as well as the function of data reconstitution (in integrations of Mango Telecom's own development).

"A business seriously working with client data analysis and intensive communications has an obvious request to guarantee the integrity of information in accounting systems," explained Yulia Fedorovich, product marketing manager at Mango Telecom. "Even a short stop of the application can lead to the fact that the data on the requests received at that moment will not come to CRM from the PBX, which, in the end, will negatively affect the completeness of the information and, as a result, the correctness of the reports."

Mango Office integrations now protect against these risks. virtual AUTOMATIC TELEPHONE EXCHANGE It initiates a special control procedure once a day and, if it detects data on calls that have not been uploaded to CRM in its monitoring system, transmits them again - automatically.

The second innovation relates to the development of alternative ways to integrate Mango Office telephony - for cases where the customer needs a non-standard connection or work with a rare specialized system. The open virtual PBX API allows you to implement any necessary telephony interaction with any information system, but solving such a problem used to require software development and appropriate human resources. Now Mango Telecom offers another approach, introducing low-code technologies.

With a minimum of programming skills, a customer specialist can build their own integration module with Mango Office, provided that CRM supports working with webhooks. Webhooks notify one information system of changes to another, and the CRM exchange protocol determines and configures the user - in the virtual PBX management system.

"What distinguishes our implementation, webhooks function without additional authorization," added Yulia Fedorovich. "The identifier and key are contained in the body of the webhook, and technically this significantly facilitates the process of exchanging data without risks in terms of information security."

Availability of telephone numbers of the cities of Armavir, Berezniki, Biysk, Kamensk-Uralsky, Nizhny Tagil, Syzran and Engels

The provider cloudy of communication services for business Mango Telecom on April 9, 2021 announced the expansion of its presence the Russian in the regions.

Since April, the Mango Office platform has been able to connect telephone numbers in the following city codes: Armavir (Krasnodar Territory), Berezniki (Perm Territory), Biysk (Altai Territory), Kamensk-Uralsky and Nizhny Tagil (Sverdlovsk Region), Syzran (Samara Region), Engels (Saratov Region).

"We count on three interest groups," said Elvira Rudakova, director of regional development at Mango Telecom. "Firstly, local companies that are gaining access to Mango Office tools for the first time are also our current users, federal networks with their respective cities of presence, and the third are companies that plan to start operating in these cities, but so far without a physical presence, without stores or offices, working out client interactions with local residents resource contact center or business unit in another settlement."

Mango Telecom provides communication with customers and staff collaboration for more than 55 thousand the Russian companies. Mango Office solutions are most often used by retail and wholesale enterprises, trade companies in various service industries, including, medical as well as production construction and organizations.

Mango Office Communication Tools Delivery Plan for Hybrid Cloud Model

Mango Office professional communication tools will be available for implementation as part of a hybrid cloud model. This was announced by Mango Office on February 18, 2021.

Companies will be able to use the Mango Office communication inventory, consuming the corresponding services from, public cloud provider but confidential ones data will be placed on the customer's side - in his own secure circuit.

"Organizations with the highest data security requirements (the public sector, financial and insurance companies, medicine and many other areas) will have the opportunity to build or modernize telecommunications infrastructure using advanced Mango Telecom developments in accordance with their information protection standards," explained Mango Office product marketing manager Elizabeth Zhukova.

Mango Telecom provides comprehensive security in three areas: for storing data, for distinguishing between the service provider infrastructure and the customer infrastructure, for switching signal and media (voice) traffic.

Call records, text messages, and file transfers are located on the customer's servers with the required security settings. At the same time, users operate without restrictions with Mango Office tools such as call statistics, business analytics, speech recognition and others. Calls between employees may not leave the customer's corporate network, and calls passing through the Internet are protected by modern encryption protocols.

The hybrid cloud supports video conferencing and marketing analytics Mango Office, allows you to integrate communication tools with any application information systems deployed in the enterprise - CRM, ERP, BPM and the like.

Mango Telecom said that in test mode, a hybrid cloud has been launched for several large customers. Commercial operation and opening of orders are scheduled for the second quarter of 2021.

Opening Colletracking for Connecting Third-Party PBXs

On January 21, 2021, specializing in communication services for business, the cloud operator Mango Telecom released a major collectoring update.

The winter update includes several notable improvements at once. First of all, the ability to use Mango Telecom marketing analytics is not only provided that a virtual PBX of the same operator is deployed on the customer's side. The January release also adds an expansion of options for the duration of securing phone numbers and direct integrations with advertising platforms.

"\Technically, it is only necessary that it exchanges event notifications with another system, that is, it works with the so-called webhooks, and this is far from uncommon, "explains Dmitry Solodkin, product manager of Mango Telecom. Mango Telecom opens one of the basic services for access to it beyond the perimeter of the ecosystem of its communication tools. But this move is quite obvious, - Solodkin believes. - For almost four years, MANGO OFFICE colltracking has become a mature product with a noticeable independent perspective, that is, a fairly high request from companies that know its advantages and are interested in it, but for one reason or another they would not want to change telephony completely.

A common tool for evaluating the effectiveness of advertising placements in marketing, colltracking allows you to accurately establish which advertising contact was preceded by a call from a potential customer. Complex mechanics are used when a unique phone number is displayed for each visitor on the advertiser's website. Calling on it unambiguously identifies the future consumer and allows you to trace his previous actions - up to a click on a specific ad or banner and a search request.

MANGO OFFICE colltracking differs from other solutions on the market with increased accuracy - due to the fact that phone numbers are added to the customer's website automatically, according to real traffic. In this case, the board is determined by the actual number displays, without the need to purchase service numbers in large quantities for the error-free operation of the service.

Depending on the business area, the client can contact instantly, or may, for example, study in detail the options for purchasing a product or service from competitors and only then make a call, "says Dmitry Solodkin.

Mango Telecom developers also reported that this version of Colltracking supports the exchange of data on advertising costs with the platform. MyTarget Earlier, the integration of MANGO OFFICE with advertising platforms and were announced VK. Facebook

2020

Inclusion of the Colltracking Service in the Unified Register of Russian Software

On December 3, 2020, Mango Telecom announced that the colltracking service was included in the Unified Register of Russian Computer Programs and Databases by order of the Ministry of Digital Development, Communications and Mass Media of the Russian Federation of November 30, 2020.

The colltracking service was the first development of Mango Telecom, included in the Unified Register of Domestic Software. The assigned software class is "Information systems for solving specific industry tasks."

Colltracking solves the problems of evaluating the effectiveness of advertising. It identifies the channels and platforms on which advertising leads to the largest number of requests. This gives business the opportunity to operate with real data on the resulting calls of potential customers, and, therefore, the opportunity to strengthen promotion and abandon advertising costs that actually do not work or work worse than expected.

Technically, the collectoring system is an algorithm for dynamically replacing a telephone number in contacts on the customer's website. For each visitor to the site, colltracking displays a unique number, a call to such a number allows you to unequivocally establish which advertisement the future buyer previously contacted.

According to the developers, the peculiarity of the Mango Office solution consists in its model: when the program does not operate with a pool of phone numbers available to the customer and in turn offers them to visitors to the site, but adds phone numbers to the contact block automatically - on real traffic. This avoids situations where there are more users than actually available numbers for tracking calls, and significantly increases the accuracy of the assessment in general. In this case, the substitution of numbers is carried out according to the geographical principle: a visitor to the site from a certain region is offered a telephone number in the code of his city.

Adding a Constructor for Complex Integrations

Mango Telecom on November 10, 2020 presented a designer for complex integrations. It will help companies if their IT infrastructure uses a set of tools and accounting systems that communicate and communicate with each other, and business processes require action on one platform to attack certain events in another.

As explained in Mango Telecom, in fact, we are talking about the manager of integration packages - the center of integration. Despite the fact that the designer works in the MANGO OFFICE personal account, not only interactions of the same communication services with external software are configured, but also bundles of other applications with each other.

For example, upon a call, the MANGO OFFICE virtual PBX transmits colltracking data to the advertising office to use it for the conversion optimizer, and at the same time to the CRM system - already as a task for sales managers. Further, from CRM, already on the fact of the purchase, to the SMS-informing system in order to support repeated sales by periodic offers in the future, "explains Yulia Fedorovich, product marketing manager at Mango Telecom.

Such multi-trigger chains can be of arbitrary length, the designer allows you to combine the functions of more than a hundred different applications in order to ultimately automate business processes of significant complexity, completely eliminating the need to spend a human resource on managing data, transferring them from one platform to another and starting the next stage of work in manual control mode.

For the user, the integration designer is an interactive, intuitive interface, adds Fedorovich. - Data transfer and the necessary actions begin to work just a few minutes after the creation of the integration scheme, and the participation of developers is not required at any stage. Any service available in the designer is completely ready to work, you only need access to accounts.

Integration with Creatio

Mango Telecom announced on October 22, 2020 that the expanded MANGO OFFICE cloud PBX toolkit has become available to connect to the Creatio CRM system as a ready-made integration.

Due to the scale or specifics of the business, Creatio users usually deal with a significant number of cases and implement complex, multi-stage or non-trivial communication scenarios to ensure the highest sales performance and high service standards. Therefore, they need the work to be supported by telephony that meets such tasks, "says Yulia Fedorovich, product marketing manager at Mango Telecom.

The MANGO OFFICE integration package for Creatio complements CRM with call management tools directly from the accounting system interface, automation tools (creating client cards for new calls, instant routing to a personal manager), quick access to history (recording conversations and information about missed calls).

In addition, integration allows you to make other improvements. When working with incoming calls at the time of receiving a call, CRM automatically loads client data into the pop-up call card so that the manager builds a dialogue using the customer's background. But if the client is new and there is no data on previous transactions, then the consultant, answering the call, can use, for example, information about which advertisement caused the potential buyer to appeal - integration makes it possible, provided that the MANGO OFFICE colltracking service is connected at the same time. Collectoring enables Creatio's reporting to build end-to-end analytics and trace the customer's path from ad contact to order amount in the end to track advertising channels and campaigns generating the most revenue, funnels by referral channel, and ultimately ROMI.

The MANGO OFFICE telephony connector is already located in the Creatio marketplace. At the same time, Mango Telecom clarifies that the integration package can be strengthened in terms of functions - within the framework of the custom refinement program.

If there is a need to get a solution to even a completely non-standard case of using a virtual PBX in CRM, this solution will be found by our experts and implemented, adds Yulia Fedorovich.

Email Tracking System Integration

On August 26, 2020, Mango Telecom announced that it had integrated an email tracking system into the inventory of the Mango Office business cloud communications platform. This feature will help you track the contact with which marketing activity prior to contacting a product or service via email.

Email has lost competition to instant messengers for personal correspondence, but in working interactions, and especially in the corporate environment, email definitely retains its status, "said Dmitry Solodkin, product manager of Mango Telecom. - A request for the calculation of a commercial offer is likely to come to the supplier from a potential customer by e-mail.

Against the background of a much higher average than in the consumer sector, the cost of the lead and the complexity of marketing mixes, investments in the work of attraction channels in the B2B segment are growing. Large companies are experimenting with formats and venues, producing increasingly expensive content. Not being able to objectively assess performance will lead to errors and cost overruns.

Leads in B2B can at least generate search advertising, professional events, social networks, various options for directive and content marketing, - explained the expert of Mango Telecom. - It will not be possible to establish a relationship between certain actions in marketing and transactions concluded as a result, ignoring such an important conversion tool as email.

From a technical point of view, email tracking works on the basis of dynamically generated aliases - mailbox names. If a visitor to the site takes the opportunity to send a message, then tracking will automatically enter the recipient's unique address (zakaz + qwe123@yourcompany.ru) in the To field, and then count the UTM tags and correlate the lead with a specific marketing communication.

For example, for contextual advertising, the report will include an attraction channel, a source, the name of the advertising campaign, keywords used in the search, and other parameters. Summing them up, the analytics will allow highlighting the most successful actions in marketing and strengthening them, as well as abandoning promotion methods that demonstrate relatively weak results at significant costs, explained in Mango Telecom.

Email tracking is available along with a collectoring system (assessment of the effectiveness of advertising by calls) for users of virtual PBX Mango Office.

Mango Office Voice Analytics Feature Add-Ons Out

On July 21, 2020, it became known that several functional add-ons were released for voice analytics on the MANGO OFFICE cloud telephony platform in the summer of 2020.

Among the speech analysis tools, a ready-made module has appeared, the semantic core of which makes it possible to control how actively, disciplined, effectively and appropriately sales consultants working on the line and receiving customer calls use the mechanics of the upsail. In other words, they offer commodity groups accompanying the main order or recommend services of a higher class than were originally in demand - in order to increase the check.

If you do not develop additional sales, revenue losses can be 20-30 percent. But sellers are far from always determined to do upsail, and the lack of necessary control aggravates this, - warns product marketing manager of Mango Telecom Maria Melnichuk

Speech analysis works with records of telephone conversations, decrypts them by means of artificial intelligence and allows you to automatically mark numerous semantic and non-sense parameters: what was said or not said, by whom, at what moment. From the collected data, the system generates a summary report - according to the specified criteria, in order to highlight one or another aspect or highlight the problem. Previously, the method of selective listening to calls was mainly used to check employees on the line - resource-intensive, but not providing sufficient completeness, they explain in Mango Telecom.

Not only the sales manager, but also the marketing service can get useful information using call analysis.

For example, about goods or services that are not in the current line, but they are in demand. Customers ask for a certain brand that is not represented in the store, or there is interest in a particular segment of the dimension grid, which is usually not available. By expanding the range in response to such demand, it is possible to increase sales, but it is difficult to establish a systematic transfer of information from sales managers to marketing managers. But AI will do an excellent job with this, - approves the product marketing manager of Mango Telecom Maria Melnichuk

In addition, Mango Telecom has simplified work with subtle speech analytics settings. The system is well trained for use in most areas, it already owns more than 80 thousand words, but in difficult cases - professionalism, dialects, jargon - it must be trained additionally. When the user tries to include words unknown to the system in the analysis procedure, the virtual PBX will automatically inform about this and suggest further steps.

Add an auto-answer when not in the workplace

Mango Telecom July 7, 2020 announced the release for its virtual PBX of a telephone analogue of the e-mail function - an auto-response in the absence of a workplace.

If an employee goes on vacation or sick leave, goes on a business trip, then everyone who writes a letter to him at this time will automatically receive a message explaining when to expect the addressee to return to work and which of his colleagues will be able to quickly help if the matter is urgent, "says Elizaveta Artamonova, product marketing manager at Mango Telecom. - Obviously, such a solution would be useful for voice channels as well.

The function is focused not only on internal communications - calls from colleagues, but also on external - calls from customers or partners.

And especially, they emphasize in Mango Telecom, this is relevant for companies that attach a personal manager to each client. When he does not respond, the client faces uncertainty. He most likely does not own other contacts in the company and it remains only to contact the general number, and in this case he is not sure that he will easily be able to find a person who would be aware of the affairs of a specific project or agreement.

You can not only record an appeal to callers - by analogy with an auto-response in an email, but also configure the subsequent routing of the call to specialists who will accept an urgent order or answer questions that have arisen.

This will allow us to demonstrate a high level of service and special attitude to customers, and to colleagues - prudence and respect. And from the point of view of the culture of communication, we would like this function to become as widespread as its prototype, "says Elizaveta Artamonova.

Virtual PBXs and other professional MANGO OFFICE communication solutions for July 2020 are used by more than 55 thousand companies in all major areas from 80 cities of Russia.

Automatic Trigger Ringing

The operator of cloud communication services for business "Mango Telecom" released on June 29, 2020 an update to the integration package for its virtual PBX, which will allow companies with large volumes of orders via the Internet to automate work at the stage of accepting orders.

We are talking about adding an automatic call function for a specific trigger - for example, upon filling out a form on the site or making a purchase in an online store.

The virtual PBX will instantly establish a connection with the client if there is a free consultant on the line, and if it is not there or the client cannot be reached, CRM will fix the task to call back later. In the settings, you can set the number from which the PBX will make calls, and determine which employee or group processes them. After a successful connection, all order information is automatically displayed so that it can be operated on during communication.

At the same time, Mango Telecom notes, it is more important to call back not even to confirm the already issued order, but when a potential client doubts and has questions. The long silence on the part of the company will lead to the fact that the buyer will begin to study the proposals of competitors.

But automatic calls are recommended not only for communication with customers, but also for internal communications. If the order is delayed or the quotation expires, the PBX will connect the sales manager responsible for the transaction with the warehouse or project office.

To work with clients, the service of automatic calls to Mango Telecom is offered to be additionally combined with the service of service SMS-mailings, which also works on data from CRM and supports client communications with text messages - for example, on changes in the status of payment, execution or delivery of an order.

Currently, autocall functionality on MANGO OFFICE virtual PBXs is available to amoCRM users. Other supported business applications will appear later. At the same time, Mango Telecom announced the possibility of customization - with modifications for specific business models or features of the work of companies with clients.

More than 55 thousand enterprises use MANGO OFFICE technologies, Mango Telecom announced communications automation services as one of the priority areas for product development for 2020.

Availability of rooms in Vladikavkaz, Vologda, Novokuznetsk, Tambov and Yakutsk

On June 2, 2020, Mango Office announced that the telephone numbers of Vladikavkaz, Vologda, Novokuznetsk, Tambov and Yakutsk became available on its platform.

Mango Telecom specializes in professional tools for business and focuses on automating the communication component in the work of selling divisions and client services, as well as on improving efficiency in the context of territorial distribution of business or remote work.

According to Elvira Rudakova, Director of Mango Telecom for Regional Development, the demand for such technologies has been formed not only in large cities and the most valuable for a potential customer - that MANGO OFFICE allows you to quickly deploy communications, if necessary, integrate them into the existing IT infrastructure with the transfer of all business processes.

At the same time, the solutions themselves (telephony, audio and video conferencing, messaging, file sharing and much more) provide enterprises with communication taking into account the functional roles and nature of work of various employees - managers, medium management, sellers and consultants of call centers, service specialists, delivery workers, etc. For this, MANGO OFFICE communications make it possible to use the widest range of platforms and devices - from stationary devices to secure corporate applications in smartphones, allow you to manage access permissions, control people's work based on modern analytical tools.

As of June 2, 2020, more than 55 thousand organizations of all major spheres - trade and service enterprises, production and construction companies, medical and tourist centers, the auto business, the financial sector and others - use the services of Mango Telecom. In the added cities, Mango Telecom counts on medium and large businesses as clients, the operator clarifies.

Increase coverage to 75 cities

On April 6, 2020, Mango Telecom announced the expansion of the territory of its presence and will appear in 4 additional cities. Telephone numbers in the code of Ivanov (+ 7 4932), Kostroma (+ 7 4942), Smolensk (+ 7 4812) and Chita (+ 7 3022) became available on the MANGO OFFICE platform.

The coverage of Mango Telecom thus increased to 75 cities, companies of which can connect local telephone numbers with the operator and use professional MANGO OFFICE communication services - virtual PBXs, solutions for organizing contact centers and other services.

In the current environment, businesses need flexible, cost-effective and efficient tools more than ever. We are convinced that by choosing MANGO OFFICE, our future customers will get their hands on what will allow them to better organize sales, more competently build interaction with consumers and establish joint work for staff, says Director of Regional Development of Mango Telecom Elvira Rudakova

Cloud services also have advantages for organizing remote work. Using a virtual PBX, any employee can receive calls to a work number from home - from any device connected to the Internet: a smartphone, tablet or computer.

Until the end of April 2020, as part of a special program to support entrepreneurs during quarantine, Mango Telecom provides free of charge any necessary number of additional user licenses for virtual PBXs, as well as packages of audio conferencing services, virtual conferencing and video conferencing.

Free provision of profiles to companies for the period of the coronavirus epidemic

On March 19, 2020, Mango Telecom announced that it would support companies that decide to fully or partially transfer employees to work from home.

The operator will provide any number of additional user profiles on MANGO OFFICE virtual PBX platforms free of charge so that enterprises are more free to choose a labor organization model - including remote work of personnel.

In addition, companies will be offered free packages of audio conferencing services, virtual conversations and video conferencing, also designed for the required number of users.

With the help of a smartphone or personal computer, any employee from home will be able to receive calls to work or internal office numbers, use instant messaging and files, and participate in meetings. This will help the business minimize losses in productivity and maintain full contact with customers, counterparties and partners.

For organizations connecting MANGO OFFICE, the named options will be added to the set of ordered services - without charging until the end of April 2020. Existing Mango Telecom customers will receive 100% compensation for funds debited for user profiles created from March 19, 2020, as well as remote team interaction tools activated and until April 30.

Communication services MANGO OFFICE for March 2020 are used by more than 50 thousand enterprises in Moscow and 70 other cities.

Integration with Zoho CRM

On March 3, 2020, Mango Office announced that an integration package with Zoho CRM was released for the MANGO OFFICE virtual PBX. Telephony tools are built into the system interface, storing call data and call records in it. The goal is to simplify the work of client managers and control over transactions.

When a call arrives, CRM checks the phone number on the database and, if it detects a match, automatically displays the client data on the computer of the manager receiving the call. With a full purchase history and the status of processing the current order in front of your eyes, the seller or consultant is much more efficient in processing the call. It also increases the level and speed of the service provided to the client.

At the same time, MANGO OFFICE stores contact history in CRM, including negotiation records. If the customer's call is not accepted for any reason, then in CRM there will be a mention of this fact as a reminder for the manager - call back. MANGO OFFICE dials automatically, and for this the user does not need to go to telephony control - just one click in Zoho CRM is enough.

Operator Mango Telecom, which owns the MANGO OFFICE platform, is actively developing the development of integrations. MANGO OFFICE can be used as telephony for more than 150 (data as of March 3, 2020) different business applications. In addition to ready-made integration packages, MANGO OFFICE has an open API available for all versions of the virtual PBX, and connects to any information system of the Mango Telecom client.

Zoho CRM for March 2020 is represented in the markets of 180 countries and has earned a reputation as one of the most effective solutions for small and medium-sized businesses. According to Yulia Fedorovich, product manager of Mango Telecom, Zoho CRM is already quite common in Russia.

At least this can be judged by the number of applications for the integration of telephony with Zoho CRM, which Mango Telecom has received since mid-2019, specifies Fedorovich

Availability of Mango Office voice analytics data in amoCRM and Bitrix24

On January 22, 2020, Mango Telecom announced that CRM systems will automatically receive voice analytics data from MANGO OFFICE telephony and supplement customer and transaction information with it. Thus, marketers and sales managers will have other opportunities to assess consumer behavior, demand, the quality of advertising activities, the competitive environment and many other factors affecting revenue, according to Mango Telecom.

According to the company, a virtual PBX with an activated voice analytics service recognizes and processes by machine recording telephone conversations. The information is then sent to CRM, which in turn uses it to build its own reports.

Suppose the company offered a promotional code to visitors to a marketing event and wants to use it to track the effectiveness of such a method of attraction. Voice analytics will detect all calls from potential customers where the code word sounded in the conversation, and put the corresponding tags in CRM. After that, the marketer will be able not only to calculate the number of calls from visitors to the event, but to track each such appeal before buying or refusing it, in order to ultimately understand what revenue the company brought to participate in the event. told Yulia Fedorovich, product marketing manager at Mango Telecom

Integration also solves more complex problems. For example, it can monitor the effectiveness of additional or cross-sales by analyzing telephone calls in which a manager's attempt to offer a customer a wider set of products or services than was originally ordered is fixed or, conversely, not recorded.

It is easy to match communication factors with the size of the check. Ideally, the check should grow in proportion to the efforts of sellers and their discipline. On the one hand, speech analytics will allow you to establish if one of the managers does not work properly with pre-sales. On the other hand, if the report shows that managers do not forget to promote additional services, but the average check does not increase, then the question is no longer for sellers, but for the competitiveness of the offer they make to buyers. told Yulia Fedorovich, product marketing manager at Mango Telecom

Based on the data that speech analytics enriches information in CRM, you can create dozens of different reports that make it much easier to find development areas for certain aspects in product offers, in customer service, and in personnel control.

The expansion of the integration package has already been deployed on the MANGO OFFICE platform, Mango Telecom said. At the first stage, the updated functions are available for amoCRM and, Bitriks24 as well as when connecting any other business applications via the open API MANGO OFFICE.

Integration with Salesforce CRM on-demand

On January 15, 2020, Mango Office announced that the MANGO OFFICE virtual PBX toolkit can now be used on the Salesforce CRM platform as an integrated phone call solution.

The integration package for Salesforce was developed jointly - a partner of Salesforce in Russia, Softline and the operator Mango Telecom, which owns the telephony service for the MANGO OFFICE business.

After connecting telephony in the Operator Console interface, calls are available in one click on contacts stored in client cards, as well as tools for automating mass calls - on Lead, Contacts and Accounts databases.

In the Telesales Console interface, this adds the ability to make calls to marketing campaigns with support for their mechanics.

When you receive a call through MANGO OFFICE, Salesforce displays the customer card. At the same time, "group incoming calls" are implemented at the virtual PBX level - when the call is simultaneously sent to all free operators until one of them is accepted, which speeds up the processing of calls. CRM records missed calls, information on them is entered into the database. Integration also supports Salesforce reporting.

Russian users of this CRM are medium and large companies that actively develop sales and service, consume a significant amount of communication services, are interested in reliable and technological communication tools, and are open to the introduction of cloud solutions. In other words, the key customer audience of Mango Telecom, for which our products are created, says the operator's product marketing manager Yulia Fedorovich

Each implementation of Salesforce is special, takes into account the numerous features of the customer's business and the model of his interaction with consumers. Naturally, we have taken into account the possible request to customize the communication inventory beyond the basic integration functions and are ready to offer such a configuration of CRM tools and telephony that will best solve the necessary tasks, comments Head of Salesforce at Softline Mikhail Sviridov

2019

IVR system with streaming speech recognition

On December 12, 2019, Mango Telecom announced the update of the IVR system of its virtual PBX.

According to the company, the classic business telephony tool, voice menus for routing incoming calls, appeared in one of the first versions of MANGO OFFICE. But now IVR is getting a functional extension - streaming speech recognition.

In practice, this means that you can interact with IVR not only with keystrokes on the set, but also with voice commands.

Moreover, in MANGO OFFICE, voice control works not only with unambiguous semantics set according to strict rules, when an oral team acts as a direct technical alternative to pressing a button ("To connect to technical support, say" Support "or press 1") - the potential is much wider.

The updated IVR allows you to customize the semantic kernel and literally access the caller with open requests that imply the variability of reactions and responses of natural speech. For example, "Specify the reason for your request" or "Tell me what question you are calling on."

Measurements taken by Mango Telecom during IVR testing showed a significant reduction in losses on incoming calls at call centers with mass calls.

The more items in the voice menu, the lower the probability that the caller will listen to it to the end and remain on the line until the connection with the operator. If you are working with a large flow of cases, you know the number of losses that are recorded at the IVR level. It is really easier and more convenient for the client to immediately name the subject of the call or the name of the desired specialist. We see how often people use wireless headphones, headsets or speakerphone in the car for December 2019. During the call, there is no phone in hand, navigation in the voice menu with buttons is impossible. This forces you to listen to the entire menu and wait for the secretary to respond. told Kirill Kolchin, product marketing manager of the virtual PBX MANGO OFFICE

Updating the IVR functions, Mango Telecom redesigned the accompanying algorithms for preventing lost calls. The system will automatically connect the first released operator by the number of the subscriber who interrupted the call while in the voice menu.

Wallboard Service Launch

On November 20, 2019, Mango Telecom announced the launch of a service that will help the heads of contact centers maintain and develop the motivation of operators on the line.

The solution is called Wallboard (English "wall panel"), you can connect it on the platform of a virtual PBX or MANGO OFFICE contact center, and use it as a web application for smart TV. The design of the application is adapted for the big screen. It displays in real time individual or team ratings of operators, as well as general indicators of divisions.

The ability to observe progress and, knowing the results of colleagues, evaluate their own achievements, increases engagement and creates additional incentives, according to Mango Telecom. Moreover, according to experts, intangible motivation in some cases gives an even more stable positive impact on business results than the monetary remuneration of employees.

The developers clarified that technically the Wallboard service runs on any device browser with - just follow the link and enter the credentials data to access the statistics. But placed in the area of ​ ​ general visibility, such a screen really becomes a tool to unite people around a given goal, interest in the result and introduce an easy competitive element into the workflow, which is confirmed by the experience of many companies around the world.

Wallboard has predefined templates for cold sales, inbound sales, and customer service. In this case, it is also possible to form a custom set of indicators and ratings that will be displayed on the screen.

Earlier, Mango Telecom introduced other elements of gamification on the contact center platform. For various achievements (work out the largest number of calls in the chat, receive calls faster than 4 seconds during the working day, etc.), operators are awarded special badges that are stored in their profiles and are visible to other employees. Similar mechanics are used by gaming platforms that assign insignia to gamers for achievements.

Developing a Virtual Number Platform for Ad Sites

On November 12, 2019, Mango Telecom announced the development of its own virtual number platform for ad sites.

We are talking about the ability for users to not indicate a genuine phone number in ads, which is popular on classification resources. At the contact's request, the system generates replacement numbers, issues them instead of the main number of the announcement owner and forwards incoming calls to him.

Mango Telecom can act as a service provider of this function for any bulletin board, the corresponding toolkit has already been implemented on the MANGO OFFICE collecting API, the operator reports.

In addition to virtual numbers, the MANGO OFFICE platform allows you to receive analytical data on received calls.

Platform holders analytics will help optimize ad formats on their boards by testing different approaches to design and design, and sellers to understand which ads are of the greatest interest to buyers. According to expert estimates, trade on sites with ads it acts as the main source of income for at least 300 thousand. Russians

The commercial potential of the classification platform at Mango Telecom is assessed as "quite interesting." Against the background of obvious leaders in this segment, there are dozens of large local and specialized players with their own audience. Several such sites for November 2019 are negotiating with Mango Telecom.

SMS Service Update

On October 16, 2019, operator Mango Telecom presented an update to the SMS service for the MANGO OFFICE cloud communication platform - with advanced integration capabilities.

Despite the prevalence of messengers, in business, classic short messages still represent a more universal opportunity to inform customers.

In addition to solving marketing problems, SMS is used as part of a client service, as well as in order to maintain contact during multi-stage transactions or delivery of purchases.

Mango Telecom has completely redesigned the approach to SMS on its platform - with a bias towards automating this channel using data from CRM.

The MANGO OFFICE virtual PBX connects to CRM systems (Bitrix 24 and amoCRM are already supported) as an SMS provider. It can be activated by completely different functions - from notifications for selected segments of the client base to the launch of trigger message chains.

A fully customizable and personalized SMS template can be attached to any stage of the sales funnel. And at the same time - which makes the service even more useful - CRM using MANGO OFFICE is able to synchronously notify managers of important events. For example, send a reminder to the responsible person to invoice or immediately notify the manager that the important customer is not cooperating.

Mango Telecom offers a comprehensive business functionality of SMS, on which several non-standard tools are implemented. If a potential client who is not in the database calls the company and the call is not received for some reason, then MANGO OFFICE allows you to automatically send an SMS message with apologies and guarantees that managers will contact this client on their own in a few minutes.

In addition to the ability not to lose leads, the system helps sales departments establish contact between a potential client and a personal manager. After the end of the telephone conversation, you can automatically send a "business card" so that in the future the client does not lose contact with his consultant.

The history of all MANGO OFFICE messages is saved in customer cards in CRM and directly from the cards makes it possible to send SMS in manual mode.

The MANGO OFFICE platform has become a cloud solution, where for integrations with CRM at this level, both short messaging and voice communication are simultaneously implemented. comment in "Mango Telecom"

Adding Smart Call Routing

On September 24, 2019, Mango Telecom announced the addition of smart call routing to the virtual PBX features, which will be available to MANGO OFFICE telephony users from October 2019.

With the autumn update, the cloud PBX receives advanced support for dynamic collectoring functions and supplemented algorithms for analyzing client data stored in the CRM system. On the side of the company, this allows you to organize flows of incoming calls as efficiently as possible and create many high-performance mechanics from the point of view of client service, according to Mango Telecom.

As noted in Mango Telecom, some of the functions are known to MANGO OFFICE users: the client's call is directly sent to his personal manager. Telephony first identifies calls the number, and phone then, reading the data from the customer card in CRM, addresses the call to the employee whose name appears in it. In a similar way, the PBX determines that the customer has an order in the "Delivered" status - and immediately sends a call to the service responsible for. With logistics a high probability, the client's question is connected precisely with the receipt of the purchase. There is no need to play IVR and suggest selecting the desired voice menu item when the selection is largely predetermined.

Call distribution rules can also be set on dynamic collectoring data. For example, telephony will automatically send a call to the company's office in the city where the client is at the time of the call, even if another settlement is recorded in CRM as the main one for the client. This can be useful for businesses providing services, emphasized in Mango Telecom.

According to the developer, the updated toolkit offers solutions not only for working with existing customers. From collectoring, telephony gets information about which ads attracted a potential buyer to the site before he made the call. By defining the topic of the advertisement, telephony will send an appeal to the desired selling division. This is important for multi-disciplinary sales companies, whose assortment simultaneously includes different products, for which sales are responsible for independent sales groups.

Virtual The MANGO OFFICE PBX is ready to work with user call routing scenarios, depending on the various parameters, CRM attributes and information from. marketing analysts The head of the sales service or customer service department gets the opportunity to build a whole range of such routes for his typology of calls, noted in Mango Telecom.

Dashboard - main user screen

On September 19, 2019, Mango Telecom announced the release of a collectoring update.

It has become an even more productive solution for working with. In marketing analytics the fall update, the service receives tools that dramatically improve interaction with, data as well as some additional service functions that make it easier to perform daily tasks for the marketer.

The main innovation: the main user screen will be a dashboard, which summarizes the most important indicators and allows you to instantly navigate the metrics of the sales funnel, conversion rates, the volume of incoming requests and the average cost of the lead.

With literally one look, you can assess the situation and, without opening the reports, make sure that everything is going according to plan,

Dashboard displays messages that require priority attention, and also issues recommendations - on the ability to enrich data in collectoring from other sources and on services that can improve analytics.

The MANGO OFFICE platform is integrated with CRM, web analytics systems, ad networks, ad management automation services and other martech solutions, and integration management in updated collectoring is easier and more convenient than in previous versions. The available integrations are grouped in a special section and organized: already working - with connection statuses, connected in the MANGO OFFICE interface and requiring settings in external applications.

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Another novelty is the thermal map of advertising efficiency. The system analyzes the dependence of the conversion rate on the day of the week and the time of day and displays a graph of the forecast of the most successful launch of advertising campaigns.

Since the performance approach requires the adoption of operational decisions in a changing situation, as well as the high level of responsibility of the marketer for the budget and implementation of attraction plans, analytical systems need an effective system for informing about critical changes in key parameters. In the updated MANGO OFFICE collectoring, it also appeared and allows you to receive notifications by e-mail and in instant messengers about traffic drops, a decrease in the number of leads and a predicted ad outage due to lack of funds on accounts.

A timely warning, an opportunity to delve into analytics, understand the reasons, take action, straighten the situation and not lose money - really great value for a marketing manager, so our notification system will surely become a very popular function,

Connection to the telephony of Nakhodka and Old Oskol

Russian the operator cloudy telephony for business Mango Telecom on July 9, 2019 announced the launch of services in () To Nakhodka Primorsky Territory and (). Old Oskole Belgorod region

Our strategy is to cover large and medium-sized cities, and not only regional or regional centers. First of all, we are guided by the assessment of entrepreneurial activity, since this is a key factor for our business and the demand for our product, "said Elvira Rudakova, director of regional development at Mango Telecom.

Mango Telecom provides professional communication services designed for enterprises and organizations to work with customers and internal communications.

As of July 2019, Mango Office solutions are used by more than 50 thousand companies - in the field of trade and services, construction, production, healthcare and other industries. Mango Office virtual PBXs allow you to connect the phone numbers of 67 settlements in the country.

Integration with Voice Analytics Inventory

On June 19, 2019, Mango Telecom"," Russian cloudy a business communications operator, unveiled a professional voice analytics inventory integrated telephony , with MANGO OFFICE.

The MANGO OFFICE virtual PBX uses a set of speech-to-text (STT, S2T) technologies that allow you to recognize telephone conversations that took place in its perimeter and analytically process their content.

Speech analytics is an incomparably more effective way to control a call center than selective listening to call records. Working with records can take several hours a week from the sales or customer service supervisor, but if we are talking about a division with at least 5 employees who constantly receive or make calls, then most of the communications always remain beyond control.

The MANGO OFFICE Analytical Toolkit assesses all calls made that need to be monitored against the criteria set by the user. At the same time, calls that are not of interest from the point of view of semantic analysis, for example, internal negotiations of personnel, can be excluded from the general array.

The system builds and visualizes reports, operating both as semantic and non-semantic parameters of dialogs. In general logic, factors such as conversation topics, keywords or specific phrases, as well as various timings are compared. They make it possible to assess the confidence and knowledge of consultants (by the speed of answers to questions asked by the client) or the comfort of communication between the client and a specific specialist (comparing the pace of speech of interlocutors).

In practical terms, this inventory solves many classic cases. If the operators have a task to inform each client who has applied about the existing action or to make a cross-sale, the system will automatically identify consultants who ignore the order. When customers refer to a better offer from another company, competitive monitoring will allow them to quickly establish this and respond in marketing. Another application of speech analytics is the qualification of conflict situations. Thanks to 24/7 monitoring, the manager can receive real-time notifications of all incidents on the line and connect to the resolution of controversial issues in time.

The range of voice analytics tools is really wide, but most importantly: they allow the manager managing sales or service to focus on transaction gains or improving service standards. A valuable specialist will deal directly with his key task and not waste time on preparatory work. The whole routine will remain with artificial intelligence, besides, it will cope better with it,

The development of speech analytics took more than a year. The solution is available for connection from the second half of June. The service has already begun to use dozens of Mango Telecom customers.

Availability of the UCaaS class solution on the Mango Office platform

On June 10, 2019, Mango Telecom announced that users of the MANGO OFFICE platform were able to build, based on its services, full-fledged unified communications (Unified Communications, UC). The company has completed the formation of the main loop of the UC ecosystem, which integrates voice and video communication, cloud address books, presence information, call management, conferences, as well as means of collaboration, instant messaging and files.

Companies focused on high performance have a strong interest in effectively organizing interaction between departments and employees. This has a direct impact on the speed and quality of processes and, as a result, on the overall level of the resulting product or service. As of May 2019, UC is already quite widespread in the West, the global market for such solutions is increasing annually by 25% or more, this is one of the most promising areas in the field of business communications. The main consumers of unified communications are businesses dependent on the efficiency of actions, the speed of making and implementing management decisions. Another large group are companies that work with remote or mobile personnel. Naturally, UCs are not closed on communications within the company, they have access to external contacts. For example, you can connect a robot and set up an automatic outgoing call or, for example, invite a contractor or partner to a video meeting who does not have your corporate account, sending him only a secure web link, and he will be able to communicate through a browser without installing any special software. told Andrey Kozlovsky, head of marketing at Mango Telecom

As reported, the company began working on the architecture of its own UCaaS (Unified Communications as a Service) solution in 2017. For 2 years, the MANGO OFFICE line has been consistently filled with services and functional extensions of pre-existing tools so that the customer company can create a single seamless communication environment for themselves.

The advantages of UC are built on the maximum adaptability of channels and communication methods to various business practices. In fact, we are talking about multiple strengthening of internal communications and efficiency of joint work. With its help, the company's communication environment becomes available to the corporate user from any device - an office phone connected to, Virtual PBX, smartphone a business communicator (softphone) installed on the desktop or. laptop Depending on the status on the line of the one to whom the message is addressed, the user can choose the most suitable channel and format of communication: personal or group, chat one-to-one voice communication or conference by phone, video call, broadcast or video conference. The method of communication can be transformed depending on changing conditions or circumstances. For example, in one click, start a video conference with a screen demonstration with participants in a group text chat or in parallel with a conversation to phone computer with sending to the interlocutor in numbers messenger to the report under discussion.

The history of communications is accumulated in a single tape and is relevant simultaneously on all user devices, which makes it possible to switch between them during work, without leaving dialogs even temporarily and without losing their context. Automatically downloading and synchronizing contacts makes it easy to connect members to collaboration.

The Mango Telecom solution uses mobile and desktop applications. At the same time, versions for MacOS and Windows include Computer Telephony Integration technologies for managing calls and desktop work phone functions from a computer. Applications for iOS and Android allow you to implement the popular BYOD (Bring Your Own Device) model, which is gaining popularity in June 2019, which implies the use of users' personal devices for work purposes.

According to the calculations of Mango Telecom, by the end of 2019, 12-15% of the operator's clients will be the owners of all UC tools available on the MANGO OFFICE platform.

2018

Availability of telephone numbers of 61 settlements in Mango Office

On December 13, 2018, the Russian cloudy telephony operator for business "Mango Telecom" expanded the territory of the service. Users virtual of the Mango Office PBX can connect direct city phones with codes - Nefteyugansk (Khanty-Mansiysk Autonomous Okrug Ugra) and Novy Urengoy (Yamalo-Nenets Autonomous Okrug).

Over the 2018 year, Mango Telecom has increased the number of settlements with telephone numbers available on the Mango Office platform by 2 times - from 30 to 61. In the fall, the operator's map also appeared,, and Volgodonsk Barrow. Nizhnevartovsk Eagle

According to Elvira Rudakova, director of regional development at Mango Telecom, the task of providing coverage for most economically significant regions of the country has been solved, and now the operator is guided by the request of geographically distributed companies operating simultaneously in several cities of Russia.

For such enterprises, a wide range of local numbers is important and at the same time - communication tools available from the provider that provide business communications at a professional level. And not only external communications - with clients, but also internal - between employees of different offices and departments. Mango Office solutions correspond to these tasks, says Rudakova. - Based on them, the customer can build the entire communication infrastructure of the business - from a client contact center to an internal communications platform with free voice communication, the ability to exchange messages and files and conduct video conferences.

Integration with Microsoft Dynamics CRM

On October 30, 2018, Mango Telecom announced the ability to integrate MANGO OFFICE communication tools into the Microsoft Dynamics CRM customer relationship management system.

The MANGO OFFICE communication inventory allows the user, when working with the client base in Microsoft Dynamics CRM, to establish a telephone connection with a saved contact by pressing one button - directly in the interface of the Microsoft application.

When receiving a phone call, the system automatically displays information about the caller, which creates opportunities for more efficient processing of incoming communications. After integration with telephony, a complete call history is recorded in the client data, events of missed calls are transmitted to CRM with automatic notification of the responsible manager.

This integration closes the demand for effective communications from large businesses using Microsoft solutions. With a comparable level of product or service, the quality of work with customers and the general readiness of companies for communication situations come to the fore.

Along with integration for Microsoft Dynamics CRM, Mango Telecom introduced a series of other developments that combine communication tools with specialized software. The total number of applications that allow you to connect MANGO OFFICE telephony at the interface level exceeds 100 positions as of October 2018. Among them are other Microsoft software products - in particular, the Excel spreadsheet editor from the Office package, traditionally used in small businesses to account for the client base and register transactions, as well as the Outlook email client.

Integration with Neaktor

On October 26, 2018, it became known that Mango Office is integrated with CRMNeaktor. Read more here.

Integration with YClients

On August 21, 2018, Mango Telecom announced that it had integrated its virtual PBX into the services business management platform YCLIENTS. Professional tools for working with calls will complement the functionality of the system, with the help of which they organize recording and interaction with the client base of more than 10 thousand beauty studios, barbershops, fitness clubs, spas, solariums, photo studios, car services, cosmetic and medical centers throughout Russia.

This is perhaps the most obvious and sought-after integration of MANGO OFFICE. With the help of YCLIENTS, service companies create a basis for customer relationships, this is an advanced and convenient system. But it can become even more effective if you connect telephony, which was created and improved for years as a sales tool and client service - with a set of relevant functions and technologies.

MANGO OFFICE is embedded in YCLIENTS both at the call management level and at the level of exchange of information about the events of direct contacts with customers.

The virtual PBX allows you to fully configure the routing of incoming calls - including a scheme when a client calls a common number, and his call is automatically transferred to a business unit (a specific salon, club, studio or workshop), which the client usually visits. At the same time, it is possible to send a call to the administrator with whom the client communicated earlier, and the administrator himself can receive calls not only at the workplace, but also remotely - from a home computer or even from a mobile phone connected to a virtual PBX through the MANGO TALKER application. With the help of MANGO OFFICE widgets for the site, the client will be able to call directly from the browser, which simplifies and facilitates communication.

Missed calls are recorded in the client card in the CLIENTS, this makes it possible to quickly call back. Dialing is literally one click, and just as simply during a telephone conversation, an entry is created to the master. For the customer, the system automatically generates a profile in its database based on this record and then begins to fill it with data about all subsequent contacts. Next, this card with a full relationship history will appear on the administrator's computer screen when the client contacts again.

The card also stores links to the sound archive: any telephone conversation can be listened to to restore the necessary details or disassemble the conflict.

The CLIENTS configuration for connecting MANGO OFFICE cloud telephony takes only a few minutes and does not require special skills. Virtual PBX allows you to use numbers of different formats - direct city phones in 55 cities of Russia, federal numbers 8-800 with free calls or short numbers with an asterisk for free calls from mobile. At the same time, by connecting MANGO OFFICE telephony, companies have the opportunity to keep their valid phone numbers.

Run End-to-End Analytics Service

On August 7, 2018, Mango Telecom, a Russian cloud communications provider, announced the release of its own end-to-end analytics service.

End-to-end analytics is used to assess the effectiveness of marketing using large amounts of data about customer actions - from the first contact with advertising to the purchase of a product or service. Data is taken from advertising channels, communication tools and systems that register transactions - with the ability to compare them and calculate the economic effect of efforts in promotion.

The analytical platform MANGO OFFICE was the result of the development of ideas laid down in the collectoring service that appeared at Mango Telecom a year earlier. The company stated that it seeks to offer business users the most technically advanced and at the same time economical marketing tool that provides the most accurate processing of advertising call statistics.

Since the launch of collectoring, Mango Telecom has conducted a large-scale integration program for this service, consistently building for it the infrastructure for exchanging data with advertising platforms, web analytics and BI systems, CRM systems and specialized business applications. At the next stage, MANGO OFFICE colltracking ceased to be a service that only exports call statistics to external analysis tools - it has its own analytical reports.

Now MANGO OFFICE analytics, along with calls, takes into account other forms of conversions - applications on the site, contacts through feedback forms, orders for telephone consultations, communications in web chat, social networks and instant messengers. This allows you to fully trace the relationship between any marketing activity received thanks to it by appeals, the resulting transactions and the resulting business results.

Reports can be presented in any necessary sections and with a high degree of reliability. MANGO OFFICE analytics have special accuracy, since the source data is not sampled during assessment. This means that the system processes all the information accumulated in it, and not limited to a piece of statistics, extending the estimate of this piece to the data as a whole.

The visual representation for MANGO OFFICE end-to-end analytics was designed from scratch. Mango Telecom created graphics and user interface taking into account the preferences of professional marketers. The platform implements mechanics that make it as easy as possible to interact with data, build reports and use them in daily practice.

This service is exactly what we always wanted to use ourselves. We know exactly how important it is to have good analytics for decision-making, hypothesis testing, budget allocation. We have such analytics thanks to our own tools, and thousands of other companies now have access to its capabilities.

Launch of Mango Office services in 10 more cities of Russia

On April 3, 2018, Mango Telecom announced the start of sales of communication services for business with local telephone numbers in 10 more cities - Izhevsk, Kirov, Lipetsk, Magnitogorsk, Naberezhnye Chelny, Orenburg, Penza, Tomsk and Cheboksary are connected, later in April, Mango Office cloud tools will be able to start using companies from Bryansk. Thus, the territory of presence of the player of the Russian virtual PBX market increases to 41 cities.

Mango Telecom stressed that virtual PBXs with regional numbers are in demand not only by local business. They are actively connected by enterprises that have branches or provide services in a certain territory - to work with customers in the local market from a single federal information center.

The virtual PBX does not require traditional telephone channels - only an Internet connection is required. You can use both phones and computers for calls. Therefore, by organizing communications, companies often have the opportunity to optimize the budget - not only by saving on equipment, but also by attracting remote personnel. Virtual PBXs allow you to make calls from a corporate number and receive calls to a company number, being literally anywhere in the world, the company said.

Communication between employees is not charged, which allows you to build a more economical infrastructure for geographically distributed businesses or teams - excluding, among other things, the cost of long-distance communication.

If you install the Mango Talker corporate messenger on a mobile device, then this also solves the problem of additional communication costs for visiting employees and on business trips. A smartphone or tablet will allow you not to break working communications, literally duplicating the office phone on trips. All calls to the employee's work number will be routed to the mobile. From the mobile, through Mango Talker, the employee will be able to make calls from the work number, as well as send messages and files, participate in group chats with colleagues and telephone conferences.

In addition, Mango Telecom has a special tool for professional client communications and real-time call center management - Call Center. Customers from the cities listed above will also be able to use it.

2017

Integration into the 1C: Our Enterprise Management program

On October 20, 2017, Mango Telecom and 1C announced the completion of the integration of Mango Office communication solutions into the 1C: Our Enterprise Management program (1C: Small Business Management). Elements of the Mango Office platform have supplemented the tools 1S:UNF telephone communication, available in just one click and actively interacting with data. Read more here.

User Role System Updated

On October 10, 2017, Mango Telecom announced the presentation of a role system for delimiting user access rights to data, functions and services of a virtual PBX.

The value of the role system is that any corporate telephony user can be fully provided with all the necessary communication tools, and the user will have the right to freely operate them independently, but only within the framework of his tasks and competencies - without access to closed information and general PBX settings.

The Line Worker on the phone, as part of the corresponding pre-configured role in MANGO OFFICE, can view his/her own call history and listen to records of his/her own conversations. The Team Leader has access to subordinate call histories and records, call distribution algorithms, and team analytics. The marketing role allows you to access general analytics, statistics and call monitoring, collecking and widgets for the site, but the marketer, as an employee or team leader, does not have the right to change the technical installations of the virtual PBX. Financial documentation and tools for working with a personal account are hidden, in turn, from the roles of an employee, team leader and marketer, but permission to view these sections is provided within the framework of the roles of accountant and company leader.

"Conventional PBXs mainly work on the principle of" black box "- only sysadmins have access to them in fact. If some actions are needed with the PBX, an ordinary employee sends a request and waits. This is a bulky, inflexible, fast and in fact outdated model. Modern business telephony should solve operational tasks much better. In order to perform your work efficiently and quickly, the employee can himself receive the necessary data and make changes to the work of telephony at the moment when it is required. " Mikhail Ulyanov, Product Manager MANGO OFFICE Virtual PBX

Built-in reports appear in Mango Office collectoring

In June, Mango Telecom updated the colltracking service available to users of virtual PBXs. The key innovation is built-in reports. Data for evaluating the effectiveness of online advertising is now presented directly in the MANGO OFFICE personal account interface in statistical and graphic form.

The benefits of built-in reports are depth and accuracy. Collectoring data is handled by MANGO OFFICE's native analytics algorithms, conversions can be tracked by channels and traffic sources, ad campaigns, specific banners, search keywords, site login pages, regions and user device types.

At the same time, a system of filters and fine settings for displaying statistics allows you to easily combine data presentation sections and obtain a continuous and complete analysis of the effectiveness of advertising placements. As a result, the Internet marketer has a ready-made tool for optimizing advertising costs and a tool for real reducing the cost of attracting target customers.

Colltracking, as before, works in conjunction with Google Analytics. But now its connection and configuration are optional. MANGO OFFICE transmits data to Google analytics without restrictions or - using.CSV export - to other analytical services and applications, but in many cases it is easier and more convenient to use your own collectoring reports.

Created virtual conference rooms

On May 23, 2017, Mango Telecom proposed the use of virtual space for telephone conferences.

The proposed service is the development of conference call functionality. The developers announced more flexible options in organizing large telephone conferences in the virtual room.

The traditional connection of participants to a group call is one after another in manual mode. This is a tool for small groups when it is required to include one or two people. When you want to hold a larger meeting, you are prompted to use a virtual room.

The virtual room is created in the MANGO OFFICE personal account, it is assigned a short phone number. You must provide this number to the meeting participants and, after calling this number, they will automatically join the meeting.

A meeting in a virtual room can be held with colleagues, customers, partners, contractors. External subscribers need to dial the company number, and then the short number of the virtual conversation room, employees - only the short number.

The virtual room can be open or with limited access to. To PIN code

By enabling the function of recording conversations in a cloud PBX, communication in virtual rooms will also be recorded. This will help you create sound files - meeting minutes.

"Record Conversations 2.0"

On April 19, 2017, Mango Telecom presented an update to the recording capabilities of telephone conversations, Recording Conversations 2.0.

"Recording Conversations 2.0" is ~ 30 changes. The possibilities of systematizing and filtering saved records have been expanded - to find the desired or several necessary ones, according to a certain characteristic. From this interface, the entry can be entered into favorites, saved and mailed.

A player for listening to recordings of conversations was created, focusing on user instruments of music resources, streaming services, Internet education platforms. The goal is to combine playback management solutions and solutions for working directly with the semantic content of the record. The player supports accelerated playback (up to 2x) and displays the sound oscillogram. The user can get acquainted with the content of the recorded conversation without missing the essence and moving faster through the recording.

The oscillogram helps to skip fragments when a pause occurred in the conversation, and the participants in the conversation were silent. Noise cancellation filters are built into the player: it is possible to turn on during playback if the recording is illegible (one of the participants in the conversation is in a crowded place or transport, the voice is blocked by intershums).

The service allows you to set global settings for user rules (exclude recording of telephone conversations of the company's management) and manage the quality of audio storage depending on priorities - save space in cloud storage, have records in the archive with a higher bitrate.

Integration with retailCRM

March 29, 2017 Mango Telecom announced the integration of the Mango Office telephony service with a specialized one. CRM retailCRM

The Mango Office virtual PBX allows an online store using retailCRM to simplify and speed up operations.

Using FMC (Fixed Mobile Convergence) technology, cellular communication is enabled in the Mango Office service, which is integrated with retailCRM . Employees of the exit delivery service contact customers using mobile phones, while calls pass through the virtual PBX - they are not installed directly. This means that recording, call statistics are maintained and the delivery manager has access to analytical information and the content of specific negotiations.

Thanks to the integration of our service with CRM, more and more companies are combining already available business applications with a virtual PBX. Its functionality allows you to implement scenarios of interaction with clients, distribute tasks and loads, collect analytics. Access to all these tools opens in the perimeter of the configured, proprietary CRM, without stops and modifications. Alexander Shikinov, Sales Director of Mango Telecom

2016

Under the MANGO OFFICE brand, solutions for interactive communications and tools for assessing the effectiveness of online advertising have appeared. The company also expanded the capabilities of mobile communications integrated into office telephony (FMC, Fixed Mobile Convergence) and offered users of virtual PBXs a powerful business analytics service.

In 2016, MANGO OFFICE cloud communications became available to companies from Barnaul, Kaliningrad, Omsk, Sevastopol, Simferopol and Volzhsky (Volgograd Region). The territory of Mango Telecom's presence in Russia has expanded to 27 cities. Regional businesses account for 35% of the company's turnover in 2016, the share of regions in the total turnover is growing, but the capital is still the main market.

Integration with Bitrix CRM 24

On November 17, 2016, Mango Telecom announced the integration of the Mango Office virtual PBX with Bitrix CRM 24.

The integrated application will help to make the sales process more transparent, analyze customer calls to optimize work.

According to the company, Bitrix24 users will have access to the functionality of the Mango Office virtual PBX directly from CRM:

• one-click calls,
• a card with customer information that pops up on an incoming call,
• recording and listening to conversations,
• Automatic distribution of customer calls to employees

Displaying information about missed calls in the notification area "Bitriks24" will help employees contact customers.

Executives were able to monitor the progress of transactions using call records and data from each call. Detailed data on incoming customer requests in combination with a funnel for leads and stages of transactions with the indication of amounts will help to assess the cost of attracting a buyer, the effectiveness of advertising channels and the work^[1] managers^[1]

The integrated solution supports FMC technology, helping to control calls to corporate mobile phones. Incoming, outgoing and internal calls on work issues are recorded and recorded in the statistics of CRM "Bitrix24" - to monitor the work of field or remote employees.

Direct integration of the Mango Office virtual PBX with Bitrix24 helps to save on intermediary services and use the capabilities of Mango Telecom telephony. Users of "Bitrix24" and services of other carriers can work with the Mango Office virtual PBX, keeping a valid number if their operator supports SIP call forwarding.

Today, companies need not individual services, but full-fledged solutions that help optimize business processes. Integrating our telephony with CRM the -system "Bitriks24" is a great example of such a solution. By controlling customer communications, it allows you to manage sales. Integration is one of the main areas of development of our products. We recently integrated Mango Office telephony amoCRM with and an online shopping platform AdvantShop and plan to integrate with other popular applications. Our goal is together with our partners to give the client a complete comprehensive solution in which communications are integrated into all key business processes of the company. Alexander Shikinov, Sales Director of Mango Telecom

Integration with amoCRM

November 8, 2016 Mango Telecom announced the integration of the Mango Office virtual PBX with the cloud CRM system. amoCRM

The Mango Office virtual PBX can be connected directly from amoCRM without the need to contact intermediaries or try to understand the API.

amoCRM supports calling a subscriber through the Mango Office virtual PBX from the CRM database. When a call is received from a known number, a card with information^[2] client^[2] on^[2] software screen].

Incoming calls from active customers can be sent automatically to responsible managers. Missed calls are displayed in the amoCRM notification area. Employees receive real-time information about the status of customer calls.

The date, time and duration of each call are recorded in the customer's card. The manager can monitor the progress of transactions using data and call records available directly from amoCRM.

Mobile communication (FMC technology) and integration with the Yellow Pages database are supported. When an incoming call is made from an unknown organization number, a new customer card with data from this database is automatically created. And FMC allows you to record calls and record conversations that employees conducted on corporate mobile phones. This is convenient for monitoring the work of remote workers and field specialists.

amoCRM is one of the most popular cloud CRM systems for small and medium businesses, which is focused on sales management. And it is impossible to fully manage sales without monitoring the communications of employees with customers. In turn, we are developing our virtual PBX to make communications as transparent as possible. We add new functions that help to assess the impact of communications on the activities of commercial and service divisions without special training. Therefore, the integrated amoCRM and Mango Office solution is a tool that will help raise the efficiency of the sales department to a whole new level. This summer, we integrated our telephony with the AdvantShop online store platform, today with amoCRM, and we plan to integrate with other popular applications. One of our main goals is to provide the client with a complete comprehensive solution in which communications are integrated into all key business processes of the company. Alexander Shikinov, Sales Director of Mango Telecom

Mango Office and Analytics Tools

On October 7, 2016, Mango Telecom announced the integration of means of analytics of telephone communication between employees and customers into the virtual PBX.

The developers believe that with the help of this functionality, the heads of call centers, sales departments, technical support offices, etc., will have the opportunity to create a business process.

According to Mango Office, depending on the specifics of the department using the PBX, the system can evaluate and analyze how quickly managers respond to an incoming call, what is the waiting time for clients in the queue, how many calls of potential customers are lost, at what time of the day customers answer outgoing calls more often, etc. The product takes into account several dozen parameters for analyzing the main processes affecting the profit^[3].

The company believes that knowing the indicators and applying hints will help adjust the workflow. Reference values ​ ​ have been selected for each of the metrics, a system of interactive advice and pop-up recommendations has been introduced.

Company-wide, department-wide, and employee-specific analytics are available. The product is available to customers of the Virtual PBX of the Extended and Maximum versions of the company.

The released version of the retail product still contains ~ 80% of the planned functions. The product is being refined. The company announced a full-featured release in two months.

Bringing Mango Office business analytics to market is one of our company's top releases this fall. Conventional telephony works on the principle of "black box" and does not allow you to control all aspects of working with calls. Therefore, often managers do not even suspect that they do not receive a significant part of the profit. Or obtaining data is fraught with enormous difficulties and "manual uploads" of raw information about calls with the help of technicians. Our analytics is not just a collection of raw call data, it is processed commercial information and conclusions for decision-making. Reference values ​ ​ and specific recommendations are 100% successful experience of our clients from different industries. We have made a powerful tool that is affordable and requires minimal customization for any company, starting with a small business. Alexander Shikinov, Sales Director of Mango Telecom

Integration with AdvantShop

On June 24, 2016, the LLC Mango Telecom announced the integration of Mango Office telephony with the Mango SaaS Internet AdvantShop ^[4] store platform^[4]

The upgraded solution will help AdvantShop customers take advantage of the Mango Office cloud telephony and help streamline the online sales process, reduce missed calls and increase profits. To do this, the functions of the Mango Office virtual PBX have been added directly to the online store management system.

Integration makes it possible to see the dynamics of sales of an online store in relation to communications with customers, record the history of customers' requests, analyze the effectiveness of sellers, track changes in customer preferences and quickly make the necessary adjustments to sales scripts and product descriptions.

The solution of Mango Telecom and AdvantShop helps to receive notifications about an incoming call directly in the store administration system, immediately open the customer's card if he is registered in the system. You can view the call log and record customer conversations. When calling the buyer's online store, you can create a customer card with information about him.

The solution also helps cross-sales: the store manager can find out what products the client viewed, what he left in the basket, and offer the client the product he was interested in.

The owner of the online store is always aware of how many calls and how well each manager handled. Missed calls will be recorded in the call log, and customers can be called back directly from the administration panel using the softphone and headset.

An additional tool is the connection of the "Call back in 30 seconds" widget.

Experts say that the online retail market in Russia has begun to grow again at a high pace and predict that online sales will grow by 25% in 2016. A significant number (more than 10%) of our customers are online stores, and we think that the new solution, which combines two leadership products in its areas, will become very popular. For entrepreneurs launching new projects, our solution will become a ready-made "online store in a box" and will help to quickly start without unnecessary difficulties in finding and choosing services related to telephony. Those who are already successfully engaged in online sales will assess the effectiveness of business processes, improve the quality of customer service and increase profits. Alexander Shikinov, Sales Director of Mango Telecom

Integration with Mango Office telephony is a new level of solution for organizing sales on the Internet. It allows companies to take full advantage of the integration of first-class telephony and a leading solution for creating an online store. Our clients have the opportunity to call and receive calls from customers in a single interface. Managers, working with the client, receive all the information for effective work. The unified system stores and processes all data on existing and potential customers, orders, page visits, records all communications with the client. We, AdvantShop and Mango Telecom, as leaders in cloud-based business solutions, have joined forces to give companies a new level of service. Our solutions allow not only to quickly launch online sales, but also to build communications with customers and integrate them into a single system. Kamil Kalimullin, CEO of AdvantShop

2015

API Release

On November 10, 2015, Mango Office (Mango Telecom LLC) announced the release of an application programming interface (API) for the Virtual PBX.

The API allows you to integrate the Mango Office Virtual PBX with other systems: online CRM CMS stores, customer base management programs, office and industry applications.

The API provides access to the functions of the Mango Office Virtual PBX from business applications used in the client enterprise. This enables the customer to obtain a complete, complete solution in which communications are integrated into the company's key business processes.

Cloud business applications (SaaS) are usually focused on solving a narrow range of tasks - telephony, accounting, customer relationship management, etc. However, companies with a high management culture no longer have enough disparate tools. They need end-to-end solutions that automate system interoperability and provide combined insights from multiple sources. In this regard, there has been a trend of combining applications from different suppliers into integrated ecosystems, which can include both cloud and traditional software products.

"Our goal is to build an ecosystem of business applications around our cloud communications services that can meet all the basic needs of small and medium-sized businesses. This will allow companies to create holistic information systems, choosing the best products for their industry, - said Dmitry Byzov, CEO of Mango Office. - Integration of cloud telephony with products that support key enterprise business processes will allow you to structure communications around these processes, make interaction with customers and within the company more transparent and manageable. We invite integrators and business application developers to collaborate to create ready-made, integrated solutions. "

The API allows various systems, both cloud and traditional, to communicate with the Mango Office Virtual PBX using the secure HTTPS protocol. This makes it possible to implement automated scenarios for solving various problems. Among them:

• calling a customer card in CRM, with an incoming call, calling a contact from CRM in one click,
• automation of calling the client base, unloading the call history from the Virtual PBX for further processing in a third-party analytical program.

Using the API, you can develop callback order scripts for online stores, automate call recording in CRM. The API allows you to collect information about missed calls and provide it to employees so that they can call back customers who have not waited for a response. Other scenarios are possible, all depends on the needs of the customer and the qualifications of the specialists performing the integration.

Both Mango Office technology partners and service users who have programmers or are ready to give integration can use the API to an external contractor. Mango Office partners are already developing cloud telephony integration modules with common business applications. In the near future, modules will be available that support the interaction of the Mango Office Virtual PBX with popular client databases, CRM systems, office programs, online store engines and industry applications. Mango Office is working to expand the list of Virtual PBX features available from external systems.

Safe use of VATS - only within the Russian Federation

On January 19, 2015, it became known that a feature was added to the Virtual PBX to improve the safety of product use.

Users have the opportunity to prohibit connection to the Virtual PBX of SIP phones and softphones from abroad. According to Mango Office experts, attempts to hack SIP client accounts were not carried out from Russian IP addresses.

Until January 2015, the company offered two options for configuring SIP security:

• access the Virtual PBX from any IP addresses,
• Create a whitelist.

In the second case, SIP authorization is only possible from whitelisted addresses. However, the whitelist limits the capabilities of mobile employees who connect via SIP from various points of the city, for example, through shared Wi-Fi networks.

Open access creates a certain risk. After hacking a SIP account, an attacker can connect to the Virtual PBX, who will use the funds of its personal account for calls for his own purposes. According to Mango Office statistics, all attempts to hack SIP client accounts were carried out from IP addresses outside the Russian Internet zone. Allowing SIP access to the Virtual PBX only from Russia reduces the likelihood of unauthorized connections without limiting the capabilities of mobile employees.

The new security setting is intended for customers who do not plan to use SIP telephony due to the borders of the Russian Federation. Virtual PBX users can activate the configuration themselves.

2014

Introducing a New Virtual PBX Feature

On October 20, 2014, Mango Office announced the introduction of a new feature of the Virtual PBX (VATS) - automatic forwarding of repeated calls to a "familiar" employee. This eliminates one of the main reasons for the irritation of people calling modern enterprises. In addition, in many common business situations, the new Mango Office VATS feature significantly optimizes the process of processing incoming calls, improves customer service and expands the sales funnel.

When communicating with modern enterprises using PBXs, the following three scenarios often develop, forming a negative impression of the company and often leading to the loss of a client.

The potential client discusses the company's offer with the sales manager, hangs up and suddenly recalls that he forgot to ask an important question. Calls back - and gets to another employee who not only does not know the important details of the previous conversation and the agreements reached, but often expresses doubts about them, which undermines the trust in his colleague and the company as a whole.

A slightly different situation is developing in the technical support service. Here, the client is explained how to solve his problem, and asked to call back if it is not enough. After calling back, he falls for another employee. And it should, despite irritation, again describe in detail both the original problem and the previously received recommendations.

In the third case, the conversation between the customer and the employee of the company is interrupted for a technical reason - for example, the customer temporarily leaves the network coverage area. At the first opportunity, he calls back to the company - and gets to another employee with all the ensuing negative consequences.

In all these situations, the automatic call distribution system is to blame, which does not take into account the history of telephone communication. The new Mango Office Virtual PBX feature fixes this problem. If it is turned on, then when ringing again from the same number within an hour, the VATS will automatical connect the caller with the employee with whom he recently spoke, if he can currently accept the call. And if it cannot, the call will be distributed among the other specialists of the unit, in accordance with the forwarding algorithm specified for it.

Now the client will not have to re-state the essence of his question. And an employee who recently communicated with a client will not waste time figuring out the details. Thus, forwarding repeated calls to a "familiar" employee speeds up customer service and increases their loyalty through better service. The new service will be useful in sales, technical support and service departments, as well as in call centers in which there is no customer binding to a specific employee, and incoming calls are distributed among all specialists.

Reconnection with a "familiar" employee can be selectively activated for some departments (call distribution groups correspond to them in the Mango Office Virtual PBX) or enabled for the entire enterprise. The connection is free, and the monthly subscription fee depends on the version of the Virtual PBX. On the versions of the Initial and Classic levels, it is 350 and 250 rubles, respectively. Users of versions of the Free and Individual levels receive the service for free.

Development of ordinary functionality to the corporate level

On November 26, 2014, MANGO OFFICE announced the introduction of a management system aimed at large organizations in the VATS and other cloud services.

New functions are being implemented in stages, as part of the release of regular service updates. The latest service pack includes tools to reduce system administrators' work and develop the role-based access model.

The functions already available to MANGO OFFICE subscribers greatly simplify and speed up the initial configuration of the Virtual PBX, the creation and mass adjustment of employee profiles and SIP accounts. Previously, in large companies, it was these tasks that required the repetition of many routine operations, which led to significant labor costs, slowed down implementation and provoked errors.

Most parameters are now set automatically, and at each configuration step, tooltips inform the administrator of potential problems and how to fix them.

The administrator of the MANGO OFFICE Virtual PBX has easy-to-use tools for checking the correct settings. Even more administration is facilitated by detailed video instructions built into many sections of your personal account, and the interactive "Easy Login" block, which is automatically displayed after the activation of the business application and contains links to sections with the necessary settings.

According to Mango Telecom, the new administration tools reduce the time for creating profiles and group changes in user parameters by 50% or more.

The development of the role-based access model is an important step towards enterprises with a complex organizational structure that requires careful separation of powers when working with cloud business applications. As a result of the latest update, the "Accountant" role appeared in the MANGO OFFICE personal account with administrator rights when working with a personal account and the rights of an ordinary employee in other sections. The new role helps control spending and prepare financial documents without the risk of unauthorized changes to the settings of MANGO OFFICE business applications. Note that for all these applications, the subscriber organization uses a single personal account, which also greatly simplifies the preparation of financial documents and cost management.

"MANGO

OFFICE cloud business applications have the status of a respectable solution for small and medium businesses. At the same time, for a year and a half, there has been an increase in interest in them from larger organizations. This is especially noticeable in Russian regions, where banks create branch networks, and trading organizations open warehouses and trading floors, - said Dmitry Byzov, General Director of MANGO OFFICE. - Recently, this interest has been stimulated to a considerable extent by both crisis phenomena in the economy, which increase the risks of large capital investments in IT, and the complication of procurement and maintenance of traditional IT infrastructure as a result of sanctions and dynamics of world currencies. Maintaining these trends may well push large organizations to accelerate the transition to the SaaS model - within the framework of solutions for individual departments or even for the entire company. This will mean the emergence of a new segment of the cloud market with different needs than in SMB. Mastering this segment requires serious training from the provider. By taking steps in this direction and optimizing our services to the requirements of increasingly large companies, we are carefully ensuring that the changes are useful for small and medium-sized businesses. "