Beeline Business’s New Communications Platform Remembers Every Customer
Beeline Business has unveiled its new development, the Kontakt.AI platform. Its creators say it is designed to help organize business communications by bringing together data on orders, deals and projects, tracking changes and preserving the full history of customer interactions.
The digital solution is expected to organize and simplify businesses’ day-to-day work. While a manager typically remembers only about 20 customers, Kontakt.AI retains a record of everyone the business has ever interacted with.
Won’t Miss a Single Request
A Beeline Business study found that companies and entrepreneurs across different industries see customer communication becoming increasingly fragmented. Conversations often happen both in chats and over the phone, making it difficult to preserve the context and keep track of what customers are asking about. Constantly switching between chats, email and phone calls can lead employees to miss a comment on an order or take too long to handle a request, potentially costing the company a customer. Experts note that fragmented communication has a direct effect on the customer experience and, as a result, on a company’s revenue.
To change that, Beeline Business specialists came up with a new IT product. How does it work? Kontakt.AI turns customer communications into a source of data for business development. The unified communications platform brings together telephony, CRM (customer relationship management), chats, video calls, analytics and AI agents. The product creates a single history of each customer interaction, regardless of where the conversation took place – by email or in a chat.
Users Decide Which Features to Add
Today, Beeline Business’s Kontakt.AI is a ready-to-use IT product for managing communications and business processes in sales, support and customer service. Users currently have access to cloud telephony with call routing and recording, video conferencing, speech analytics and Beeline Business’s built-in CRM system with a chat center. They can also configure different workflows themselves. For example, they can set up the CRM system to automatically create a “Call Back” task whenever a call is missed.
There is no need to activate all of Kontakt.AI’s features at once – users can start with the tools they need right now. The rest can be added later as new needs arise.
Kontakt.AI can automatically preserve the context of conversations with customers, create tasks after calls, analyze every dialogue and use the resulting information to improve customer service. The Beeline Business product could benefit Russian companies by giving them a ready-made tool for automating sales, customer support and request analysis. It could be particularly useful for small businesses, which can use the software without having to develop and integrate several systems at the same time – all the necessary functions are available on a single platform. Their customers stand to benefit as well: better service can mean faster, higher-quality responses to their requests.
A Step Toward Greater Independence
Expanding Russian communications platforms nationwide could reduce businesses’ reliance on foreign software for customer experience management and corporate communications.
Russian CRM developers are now expanding their analytics, automation and AI capabilities. Over time, these digital solutions could gain new features in Russia, including automatically creating customer profiles after interactions, analyzing employee performance and generating personalized offers based on customers’ communication histories.
Contact centers are also shifting internationally from traditional telephony toward platforms with AI-powered analytics and virtual assistants. Russian developers of similar software could compete with international companies in speech technologies, CRM platforms and enterprise AI. To succeed in global markets, however, Russian IT companies would need to adapt their products to the requirements of different industries and countries.
