Russian Company MCN Telecom Opens Commercial Access to Its AI Contact Center
Russian telecom operator and software developer MCN Telecom has launched commercial plans for its AI-powered contact center, allowing enterprises to connect up to 1,000 operators simultaneously and automate customer service at scale.
A Reliable Assistant
Artificial intelligence has become a practical breakthrough for businesses. Today, automation technologies make it possible to solve a wide range of operational tasks, easing the workload on human employees. One of the most promising areas for AI adoption is customer service.
This week, telecom operator and software developer MCN Telecom announced the launch of commercial pricing plans for its AI Contact Center service. The solution is a software platform designed to significantly speed up the processing of customer inquiries while improving service quality.
The service is offered under two plans. The Free plan allows companies to explore core system capabilities and connect up to three operators. The Start plan supports up to 1,000 operators working simultaneously. Both plans include AI-based speech analytics features.
Eighteen Months of Modernization
The AI Contact Center was first introduced in 2024. Initially, it operated as a beta version, collecting user feedback and refining functionality. Over the past 18 months, the platform has undergone extensive modernization. New modules have been added, including an Address Book for storing customer contacts and a Requests module for managing client inquiries. These enhancements expanded the system’s role from a basic call-handling tool into a structured customer interaction platform.
The product also now supports UTM tag tracking within website widgets, allowing companies to identify the source of each customer inquiry. By integrating advertising data with customer records stored in the Address Book and CRM systems, businesses gain deeper analytics on marketing campaign performance and conversion into sales.
The omnichannel AI Contact Center enables customer engagement across phone calls, SMS messages, website widgets, social networks, messengers, and chatbots, all unified within a single platform. As a result, companies can build a complete interaction history for every individual customer.
Reducing Workload and Providing Guidance
Artificial intelligence functions as a full-fledged assistant for live operators. The system automatically analyzes the topic of inquiries, conversation tone, generates concise interaction summaries, and suggests optimal response options to employees. The platform also supports configurable alerts for conversations with predefined characteristics, enabling teams to respond quickly to critical situations and accelerate deal closures.
MCN Telecom’s extensive international market experience makes the AI Contact Center relevant not only for Russian corporate clients. The solution may also find demand abroad, particularly among small and medium-sized companies seeking cost-effective customer service automation.
The Most In-Demand Tools
Russia has developed a stable trend toward adopting cloud-based AI technologies, with speech analytics tools among the most popular. The transition from traditional PBX systems to cloud-based UCaaS models allows companies to reduce telecom costs by up to 78%, cut communication time by 15–25%, and lower IT workload by up to 20%. These solutions enable automated analysis of up to 100% of voice and text interactions, assessing service quality, compliance with standards, customer emotions, and extracting actionable insights.
Other effective tools include AI-powered agent assist systems, conversational training simulators for onboarding and scenario practice, and AI-driven knowledge bases that aggregate corporate information and help operators navigate complex inquiries faster.
Analysts expect artificial intelligence to become a standard component of most customer service operations within the current year. According to industry estimates, the adoption of modern UC&C platforms leads to measurable gains in employee productivity.
In terms of customer interaction technologies, Russian developers are keeping pace with offerings from global technology leaders. High quality and reliability position domestic solutions for broader adoption in international markets.
