Rostelecom has increased the efficiency of outgoing calls from the Mosenergosbyt contact center

2026: Improving the Efficiency of Outgoing Calls

Rostelecom and Mosenergosbyt have introduced an intelligent system of answering machine detectors based on predictive analytics in the contact center of the guaranteeing electricity supplier. Using artificial intelligence, the service analyzes and processes outgoing calls from both operators and voice robots, and thereby increases the efficiency of their work and the quality of client service. Rostelecom announced this on February 4, 2026.

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Фото: Rostelecom

{{quote 'author=said Linara Mustafina, Director of Sales Department for Corporate Customers of MRF Center PJSC Rostelecom. | The introduction of predictive analytics in contact centers is not just automation of processes, but an evolutionary leap in business communication with customers. Our system allows companies of different industries to interact with millions of service users as efficiently as possible. This is especially important for critical infrastructure enterprises. The project with Mosenergosbyt clearly demonstrates how domestic AI solutions help to improve the quality of service to the population and optimize business processes,}}

The Mosenergosbyt contact center makes more than a million outgoing calls of several types every day both in automatic mode, without the participation of personnel, and with the involvement of contact center operators. In both cases, up to 40% of calls used to end with meaningless dialogs with answering machines or voice assistants.

{{quote 'author=noted Alexander Yaresko, Director of Product Management of the Corporate and State Segment of PJSC Rostelecom. | Rostelecom's predictive analytics system has helped keep such challenges to a minimum. It determines the behavioral patterns of subscribers, identifies answering machines and voice assistants. Due to this, the share of targeted conversations increased multiply, the target employment of operators on outgoing calls increased, which significantly reduced downtime and increased staff productivity. Time is becoming an increasingly valuable resource, and our intelligent predictive analytics service helps you use it as efficiently as possible. As a result, the company's expenses are also optimized, and contact center specialists receive additional motivation to improve the results of their work,}}

Шаблон:Quote 'author=added Anton Sunkin, head of the United Contact Center Center of Mosenergosbyt JSC.

Recognition of answering machines is far from the only possibility of Rostelecom's intelligent service. It can also be amplified by speech analytics, which translate recordings of conversations into text and analyze the content, emotional coloration and intonation of consumers. In addition, the speech recognition module with integration with a large language model1 allows you to monitor operators' dialogs with clients in real time and improve scripts.

The service is based on the provider's virtual PBX and is suitable for business of any scale: from small call centers to large companies with an extensive branch network and operators working remotely.