Ramil Bikkuzhin Biography

Is it possible to expect the same dynamics in the future and what will be a driver for the market? The pandemic became the growth driver: a forced remote forced many companies to switch to automation systems and remote communications based on Wats. Demand for Wats grew up even in conservative industries. I am sure that the growth of the market will continue. In a crisis, the business, on the one hand, seeks to preserve regular customers, on the other hand, with the departure of foreign companies, opportunities for attracting new customers are expanding.

In any case, one who is able to quickly respond to a consumer request wins. Without automation of communication, settings of seamless response tools to customer treatment and interaction with them to ensure the reaction speed. The business understands this, and the market is now actively rebuilt. In addition, some solutions for specific customers are born literally in a common chat with a client.

The further development of the service sector and E-commerce will stimulate the growth of the number of communications: more and more diverse consumption will lead to the fact that a person will interact with a large number of suppliers and service companies. The forecasts that all communications will go to the text format did not materialize: our experience in the installation and automation of telephony shows that the number of voice communications is growing along with text messages.

Moreover, the VATS market will be an increase in the number of channels, tools and volumes of communication both in B2C and B2B segments. A priori leaders in the development of high -quality communication of the company that directly engage in sales and serve customers - fintech, retail, delivery and others. In the public sector and industry, even intra -corporate communication was carried out until recently in the old fashioned way - with the help of wired telephony, confrontation and meetings.

Now the situation has changed dramatically. The speed of automation of all business processes has increased: along with the implementation of CRM, tools for automation of HR processes, accounting and production, the number of communications is growing, which requires the introduction of modern tools for its automation. The development of online trade, including industrial enterprises, stimulates an increase in the volume and channels of B2B communication.

For example, their own online stores appeared in most large production companies. Industrial marketplaces appear: the format of interaction between industrial enterprises with the consumer is changing. The increase in the number of small and medium -sized manufacturing enterprises and their desire to win competition, including at the expense of more effective communication, will also stimulate the introduction of relevant technologies.

Now Wats are a “smart” connection via the Internet, which is adjusted depending on who called: if this is the current client, this is one reminder and leading to the service, if the new client is another algorithm. Integration with CRM helps to learn more about the client and form a dialogue strategy. Analysis of sales funnels allows the leader to identify the quality of working out customer calls, the volume of missing calls.

All this is reflected in the reports. The built-in analytics system checks whether the dialogue corresponded to the script, whether the keywords were used, whether the stop words were used and what emotions were. The system also allows you to automate customer calling. All this helps not only to control, but also to improve communication with customers. Our services allow customers to organize for remote employees, couriers, drivers and other personnel outside the office communication integrated with CRM, statistics, analytics, and conversations.

With the traveling nature of the work, the employee is not always available the Internet, and the peculiarity of our service is that it works without the Internet: in elevators, premises without the Internet, outside the city. The system constantly evolves and is supplemented by new functions and capabilities every year. What is the level of robotization in the industry?

So far, most companies that are already actively using voice assistants mainly use fairly simple scenarios: polls, alert of delivery, informing, or routing calls and answers to some typical questions. The fact is that the introduction of a robot requires a certain change in business processes within the company itself. The solution allows you to automate the processing of both turnkey calls and register any scenarios yourself.

Voice robots reduce the load on the enterprise, improve customer experience and can redistribute the human resource to more important tasks. So, for example, our client, a managing company, which had a large staff of the contract center for informing debtors, increased the collectibility of receivables using automation of this process, increased communication coverage, and transferred operators to work with premium clients.

The consumer gets used to voice assistants - this is a common trend. Robotization in communication will grow.At the same time, it is very important that the voice robot is used correctly: it should be the communication expected by the consumer.

So, if a person is waiting for delivery, and it is delayed, unacceptable if the client will also have to expect the operator’s response on the other end of the tube. The voice robot solves this problem. Moreover, the voice assistant is configured for the needs of the business and can solve both the simplest and most complex tasks that require maintaining a dialogue with a person.

For example, the introduction of a robotic assistant with speech and emotions close to human, to collect counters in the company of the housing and communal sector, can only complicate communication: grandmothers begin to talk about life with the robot. Selling robots, on the contrary, should be able to work with objections and more complex human emotions. This is a new approach and a class of communication, designed for a completely different scale of interaction.

So, if Wats are several thousand communications, then the telecom platform provides several million communications at the same time. The solution is in demand by a business that has a very large volume and a variety of interaction with customers - delivery services, taxis, marketplaces, classifidees. For example, the MTT solution is part of the MTS group in the field of Telecom API allows the largest taxi aggregator to maintain anonymity of the number and customer and taxi driver, while they can interact freely.

The system can scale under actually any load loads, whether it is New Year's excitement for a taxi service, an hour of peak or bad weather. Users of the OZON marketplace, our solution allows you to conclude transactions through a phone call to a virtual, rather than a real number, thereby protecting personal data. The market, especially in part of large customers, in my opinion, goes towards this class of solutions.

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