MTS analyzed the demand for intelligent communication systems among businesses in the Kemerovo region. The company reported that investments in virtual PBX and automated attendant systems increased by 162% year-over-year.
These cloud-based solutions are currently utilized by various sectors, including banking, property management, travel agencies, as well as medical and educational institutions. Organizations use these tools to automate call processing, manage incoming requests, and maintain interaction history.
Virtual PBX systems also allow companies to implement speech analytics to monitor service quality and track advertising effectiveness. According to Ruslan Bekirov, director of MTS in the Kemerovo region, businesses are shifting from analog to digital telephony to reduce missed calls and gain access to transparent statistics.
The integration of artificial intelligence is a key trend in the region. AI-powered assistants are now used in the housing and utilities sector to collect meter readings and process emergency requests, while healthcare facilities use them to reduce patient wait times on phone lines.