Rostelecom and T2 contact centers refuse to use Cisco software

As TAdviser discovered, Rostelecom decided to transfer its contact centers, as well as the T2 operator, from the Cisco UCCE solution to the domestic stack. In early February 2026, the company announced a request for information on such a project from potential suppliers^[1]

It follows from the technical assignment attached to the request that we are talking about import substitution of a single contact center designed to serve potential and existing customers of Rostelecom and T2 segments B2C, B2B, B2G, B2O, etc., including specialized projects of a federal scale.

The main goal is to ensure the technological sovereignty and operational reliability of contact centers through the comprehensive implementation of a validated domestic stack of solutions that guarantees uninterrupted processing of calls through all communication channels in all regions of the company's presence.

The solution is planned to be implemented throughout Rostelecom and its subsidiaries, as well as the Center (including Moscow), North-West, South, Volga, Ural, Siberia, and the Far East T2 in macro regions.

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Фото: Felicities/Freepik

The import-substituted system shall be a complex of interconnected software components (modules) forming a single contact center platform, including the following:

• AWS module
• Automatic Call Distribution Module
• Outgoing Call Module
• Automatic Voice Announcement Module
• Agent scripting module
• Interactive Speech Interaction Module
• IP Telephony Module
• Administration module
• Feedback and polling module
• Analytics and reporting module
• E-mail module

The system should have high performance: provide service to up to 22 million incoming calls per month and 550 thousand per hour, up to 2.9 million outgoing calls per month and about 11.5 thousand per hour. It is also required to ensure the work of up to 24 thousand connected workplaces and the simultaneous work of up to 10 thousand operators.

A critical requirement is that old and new systems can operate in parallel in a single call distribution loop. The system should support routing mechanisms that allow smooth traffic transfer across sites or operator groups while maintaining call context and end-to-end reporting during the transition period.

The launch of the MVP of the import-replaced contact center is scheduled no later than 2027, and the full range of improvements, the introduction and commissioning of the entire hardware and software complex - no later than 2030.

Notes