SimpleOne Brings Calls, Video Communications and Customer Data Together
The integration became possible with the release of the Simple Communication extension.
Successful companies need reliable communication systems. These systems help them respond to customer requests more quickly and improve collaboration among employees. But businesses do not always need to deploy entirely new tools to get the job done. In many cases, they can achieve more simply by making better use of the tools they already have.
No More Constantly Switching Between Windows
Media-Tel Group has launched Simple Communication, a product extension available through the SimpleOne marketplace. It connects a company's office PBX and contact center to the SimpleOne platform. The tool allows operators to handle a range of work tasks in a single interface, without having to switch between applications. Just as importantly, customers do not need to replace their communications equipment or commission a separate integration between their telephony systems, CRM and service management software.
The solution helps customer support and sales teams handle inquiries faster. Employees no longer have to look up information about each caller manually. Before an operator even answers, the system automatically retrieves all data associated with the caller's phone number and brings it together in a single customer record. The extension also includes a multi-agent AI assistant that can help operators resolve callers' questions more quickly when needed. The add-on works with SimpleOne's business applications: ITSM, ITAM, B2B CRM, SDLC and HRMS.
A Broad Feature Set
Simple Communication also includes tools for hosting video conferences with screen sharing and recording, group chats, messaging and file sharing, and presence statuses. For contact centers, it offers call queues, an interactive voice response (IVR) menu, outbound dialing groups, phone number blacklists and whitelists, and administrator and supervisor roles.
“The platform becomes stronger when partners build solutions not alongside our products, but together with them. Simple Communication is a case in point: Media-Tel has connected calls and video communications with ITSM tickets and B2B CRM deals, giving each of these applications a new way to engage with customers. This is how the SimpleOne ecosystem grows, through partners who understand our customers' needs,” said Ruslan Sharipov, CEO of SimpleOne.
The Market Is Calling for Automation
The launch of the new software solution reflects growing business demand for process automation. Companies need mature, locally developed tools that allow them to reduce their dependence on foreign vendors. According to research by TMT Consulting cited by CNews, Russia's cloud contact center market grew by 19.6% in 2025, reaching 3.2 billion rubles (about $40 million). Analysts forecast that the market would expand to 3.8 billion rubles (about $47 million) in 2026, followed by annual growth of 17% to 19% in subsequent years.
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The development of business communication tools has been underway for several years. In February 2022, for example, MTS and Naumen announced a partnership to deliver contact center services through the #CloudMTS cloud infrastructure. Naumen Contact Center SaaS brought phone and video calls, email and messages from various messaging apps together in a single workspace.
AI Adds Another Layer of Automation
Over time, automation has increasingly incorporated artificial intelligence. In February 2024, Naumen completed an upgrade to its Naumen CX platform, designed to support collaboration between contact center agents and intelligent conversational bots.
In May 2025, Yandex B2B Tech introduced Yandex Neurosupport, a service built on neural network technology. It analyzes customer messages, searches a company's knowledge base and suggests ready-to-use responses for contact center agents.
The launch of Simple Communication reflects a broader shift away from standalone platforms for business-to-customer communications toward integrated solutions. Rather than requiring companies to deploy new tools, the extension helps them make more effective use of the capabilities they already have. This is particularly important for Russian businesses working to replace imported software while also improving employee productivity.
