MTS Exolve Brings AI-Powered Speech Analytics to Commercial Real Estate Operations
MTS Exolve – a subsidiary of Russian telecommunications provider MTS, one of the country’s largest telecom operators – has completed the deployment of a speech analytics service built on its proprietary cloud PBX platform for Elma Group.
The company operates in the commercial real estate management and operations sector, making customer communications a core part of its daily business. The new service enables automated call analysis and faster responses to customer requests, helping improve service quality.
Automated Evaluation at Scale
MTS Exolve develops business communications solutions, so it is no surprise that its speech analytics service is built on the company’s own cloud PBX platform. The digital solution automatically evaluates phone conversations between managers and customers, helps identify communication weaknesses, monitors service quality, enables faster responses to customer requests, and improves oversight of customer-facing operations. Elma Group employees handle a large volume of customer interactions every day, and manual sampling of phone calls cannot provide a complete or objective picture of service quality, nor can it reliably identify issues and respond to customer needs in a timely manner.
Issues Identified and Addressed Faster
The service now provides automated analysis of all customer-facing communications. At its core are speech-recognition technologies, intelligent dialogue search, and flexible conversation filtering based on key parameters. One notable feature is the integration of a GPT-based module. All conversations are processed automatically by a neural network, while CRM integration provides convenient tools for reporting and data visualization.
What are the practical benefits of the solution? Customer-support teams can now identify and process requests much faster, monitor compliance with communication standards in real time, detect emerging issues, and make management decisions based on precise analytical data.
The deployment became part of a broader strategy to move customer interactions into a new digital operating model, making engagement deeper and more effective. Elma Group can now automatically analyze 100% of phone conversations between employees and customers. The insights have already proven valuable: the first round of analysis identified a commercial growth factor that influences tenant decision-making in a competitive market. For the first time, commercial directors received not just standard reports but a genuine day-to-day management tool. The system also made it possible to track performance improvements among individual managers and sales locations, increasing overall operational visibility and control.
High-Quality Service Takes Priority
The MTS Exolve project illustrates how neural-network technologies are increasingly being used in the Russian IT market not as experimental tools but as practical instruments for managing sales and customer service on a daily basis. The project highlights growing demand for Russian cloud solutions, speech analytics platforms, and related enterprise software products.
Everyday consumers also stand to benefit. They can expect faster and higher-quality service, better understanding of their requests, and more timely handling of complaints.
Solutions such as the MTS Exolve platform improve the efficiency and productivity of customer-service teams while helping businesses make management decisions based on complete and objective data. Over time, wider adoption of these technologies could improve customer service across multiple industries, accelerate the scaling of AI-driven business tools, and contribute to broader economic growth.
