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Burcin Gunes
Senior Learning and Development Manager
Endy Pandu Winata
Senior Officer Customer Voice Management

Industry Research : Russian Market of Contact Center Outsourcing, 2017-2022


The analytical agency iKS-Consulting has published a new survey report exploring the Russian market of contact center outsourcing in 2017 to 2022 period. The survey based on the methodology by iKS-Consulting was carried out in July-December 2018, together with the National Association of Contact Centers. The report gives annual ratings of outsourced contact centers in Russia, graded by revenue, number of workstations and other criteria. One of the chapters features comparative analysis of software used by market players. Apart from quantitative data, the report includes interviews with representatives of the companies operating in the sector.

Contact center outsourcing: Dynamics of vendors' shares in the total number of installations (2012-2018, Data by RBK Research and iKS-Consulting)

Key market players note positive revenue dynamics; there is also a shared vision that in 2018, the biggest increase in demand for contact center outsourcing was observed in the financial sector. According to the 2017 year-end results, the revenue of Russian outsourced call centers increased by 23%, reaching 14.4 billion rubles. Within this period, over 10% of the total revenue was generated by two contact centers: GRAN, with its 1,800 agent workstations, and New Contact (1,822 workstations). Both contact centers use NODA solutions. At the same time, in 2018 NODA became the leader in the total number of installations for outsourced contact centers, boosting its market share to 37.5%. Both Avaya and Cisco occupy 21.4% of the market, and another 10.7% belongs to Genesys.

Mikhail Chereshnev, Chief Operational Officer, Noda (Global): "Currently, our biggest projects in contact center outsourcing are the GRAN and New Contact facilities where we have automated over 2,000 agent workstations. There are very few contact centers in Russia that can rival these two companies in respect of scale and task complexity. Both companies cope with high loads, running some 50 outsourced projects simultaneously; naturally, this requires highly reliable solutions. We are happy that large-scale contact centers trust our technologies to the point of employing several NODA solutions: Noda Omni-Chanel, Noda WFM, and Noda Erudite, our AI platform used for creating voice and text bots."

For the last 5 years, NODA has kept the lead in the number of installations in contact center outsourcing, the company's share of the market reaching 27% in 2017. Last year, NODA's share in the sector expanded by another 10.5%. This growth in popularity is well-grounded: NODA solutions are function-rich, reliable, and can easily be integrated with other software; last but not least, they feature easy-to-use interfaces that make it possible to set up and run outsourced projects without any help from IT personnel.

According to Tatyana Kaplanova, New Contact Deputy Director General, in contact center outsourcing, the key growth opportunities lie in expanding the range of services and introducing digital technologies into customer communications. Digitalization strategy is key to strengthening your position on the market; thus, New Contact has recently increased its capacity, launching a new site with 420 workstations.

Other contact center CEOs also point out that the competitive power of market players is largely determined by their technological capacity to handle popular digital channels. Ekaterina Osina, Teleperformance Russia Director General: "We are witnessing the growing popularity of digital channels. A lot of queries we receive come via online chats and messengers. " Alexey Mosunov, who heads the BEEPER Call Center, believes that in 7 years’ time voice traffic will be reduced to a minimum. In his turn, Artyom Litvinov, Director General of Audiotele, admits that it was his company's ability to process online queries that enabled them to win a major tender by one of the largest retail banks.

According to iKS-Consulting, outsourced contact centers increasingly opt for NODA technological solutions. The survey shows that NODA is the leading platform both in email processing (21.7 % share) and in chat systems (22.3 %).

iKS-Consulting is an international consultancy agency that provides management consultancy services and conducts studies of telecommunication markets, information technologies, and media. The company has worked on the research market for over 10 years.


Posted by Veronica Silva Cusi, news correspondent
Source: Noda

About Noda Interaction Platforms:
Company LogoNoda is a developer of software solutions for BPO and Captive call centers. Ever since 2001, the company has offered its specialized product designed for mid-level and major call centers: Noda Contact Center.
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Today's Tip of the Day - Answering Customers’ Questions

Read today's tip or listen to it on podcast.

Published: Monday, April 1, 2019

Printer Friendly Version Printer friendly version

2023 Buyers Guide IVR

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)


Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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