What Smarter does

Smarter (legal entity OOO Sokoll, founded 2013) is a Russian outsourcing contact center headquartered in Saint Petersburg that provides inbound and outbound call handling, telemarketing, lead generation, customer surveys, technical support, and Service Desk coordination to enterprise and mid-market B2B clients. The company operates 10 physical divisions across Russia (Saint Petersburg HQ, Moscow, Penza, Pskov, Veliky Novgorod, Kuznetsk) and Kazakhstan (Shymkent), with a remote operator pool spanning all CIS countries and a stated headcount of 1,800+ operators supported by an in-house training team of 10. Smarter is ranked among the top 5 largest call centers in Russia by IKS-Consulting and has completed 2,000+ projects across telecom, retail, banking, healthcare, IT, education, logistics, and OTT verticals; named clients include Rostelecom, MegaFon, MTS, TELE2, DOMRU, Avito, Okko, Dodo Pizza, Yandex Market, and Viasat. The company won the Crystal Headset (Хрустальная гарнитура) at the 2024 CCG Awards.

The core technology stack is proprietary and self-developed, including the QslQ call center software complex (with the 'Oracle' predictive dialing algorithm), an interactive scripts platform with single-window data entry and embedded audio/video, an IVR voice menu system, CRM/billing/warehouse integrations, and a 2024-launched Voice Robot (Голосовой робот) capable of 50,000+ simultaneous conversations. SMARTER.SUPPORT, a dedicated division, is an official integrator of Naumen ITSM 365 and supports HP Service Manager, providing L0-L2 Service Desk coordination with 99.98% stated availability. Smarter monetizes through multiple pricing models: per-minute operator rental, outcome-based fees (per qualified lead, registered seller, or closed ticket), one-time voice robot development (from 19,800 RUB), tiered script development packages (60,000-121,000 RUB), and SLA-penalized service desk ticketing — with rapid project launch cycles of 3-9 days and dedicated per-client project teams.

Name

Smarter

Legal name

OOO Sokoll (ООО «Соколл»), OGRN: 1117847343129, INN: 7842458299

Website

https://smter.ru

Company type

Private

Founded year

2013

Operating status

Operating

Headcount range

251–500 employees

Short description

Smarter (OOO Sokoll) is a Russian outsourcing contact center that provides inbound/outbound call handling, telemarketing, lead generation, technical support, and Service Desk coordination to enterprise B2B clients across telecom, retail, banking, healthcare, and IT verticals in Russia and Kazakhstan, with 1,800+ operators and proprietary voice automation technology.

Ownership category

akta.pro rank

Product category

Outsourced Contact Center Services

NAICS

Telephone Call Centers (56142), Custom Computer Programming Services (541511), Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373), Services-Prepackaged Software (7372), Services-Telephone Interconnect Systems (7385)

akta.pro primary industry

Billing, Payments & Account Administration Centers (BPAAAAAF)

akta.pro secondary industries

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)

Keywords

• Outsourced call center
• Customer support services
• Voice robot automation
• Service desk coordination
• Telemarketing services

Headquarters

HQ city

Sankt-peterburg

HQ country

Russia

HQ region

Europe

Offices9 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Infrastructure, Technology or R&D, Marketing or Sales

Revenue model

1. Call Center Outsourcing Services: Rental of remote operators for inbound/outbound calling, hotlines, telemarketing, cold calling, order processing, and information support. Revenue generated per minute of operator time or per project outcome.
2. Outcome-Based Pricing: Results-based payment model available after initial project period. Client pays per qualified lead, registered client, or completed service request delivered.
3. Voice Robot Development: Custom voice robot development from 19,800 RUB. Robot handles lead generation, surveys, notifications, and appointment reminders. Development costs 5x lower than competitors.
4. Script Development & Consulting: Script development packages (S, M, L, and Turnkey). Includes audit, scenario correction, training, and attestation checklist. Prices range from 60,000 RUB to 121,000 RUB per package.
5. Service Support Coordination: SMARTER.SUPPORT provides coordinated service ticketing (L0-L2 support), ticketed per incident with pricing based on ticket volume and complexity. Packages from under 1,000 to 3,000+ tickets with SLA-based penalties.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels6 records

Core offering

Smarter provides outsourced contact center services for businesses, including remote operator rental for inbound and outbound calls, telemarketing, customer support hotlines, order processing, voice robot automation, and interactive IVR menus. The company also delivers technical support and Service Desk coordination through its SMARTER.SUPPORT division, plus script development and quality audit services. Operations are supported by proprietary software (QslQ, voice robot, interactive script platform) and delivered via 10 offices across Russia and Kazakhstan.

Differentiator

Problem solved

Functional benefit

Brands

• SMARTER.SUPPORT: Technical support service, user support, service coordination, Service Desk setup and configuration.

Products and services

• Outsourced Call Center Services (Hotline, Telemarketing, Order Processing) Outsourced contact center offering remote operator rental for inbound and outbound calling, hotlines, telemarketing, cold calling, order processing, and information support, delivered by 1,800+ trained operators across 10 offices in Russia and Kazakhstan. Targets enterprise and mid-market B2B clients across retail, telecom, banking, healthcare, and IT verticals with SLAs typically requiring 80%+ of calls answered within 20 seconds.
• Voice Robot (Голосовой робот) AI-powered voice robot handling outbound and inbound calls for lead generation, surveys, notifications, and appointment confirmation, using real human voices for natural speech. Integrates with CRM, can process thousands of simultaneous conversations, and is offered at 5x lower development cost than competitors. Targets B2B clients needing high-volume automated outreach.
• SMARTER.SUPPORT Service Desk Coordination Service Desk coordination division providing L0-L2 technical support, ticket management, IT asset management, and end-to-end Service Desk implementation and customization. Coordinates tickets across web, mobile, email, API, Telegram, call center, and messengers from a single entry point, available 24/7/365 with 99.98% service availability. Serves service companies, retailers, telecom providers, content providers, HR/marketing/accounting departments, SD integrators, software vendors, and online services.
• Script Development (Разработка сценариев) Custom script development and audit service using the proprietary Interactive Script Platform with single-window mode, data entry fields with error checking, intelligent database search, hints, reminders, and embedded multimedia. Available in packages: S (60,000 RUB), M (78,000 RUB monthly), L (121,000 RUB multi-year), and Turnkey (custom quote). Includes training and attestation checklist. Targets B2B clients needing tailored call scripts.
• Quality Audit (Контроль качества) Standalone call recording quality audit service that assesses client employees' service level, sales skills, and script compliance, priced from 30,000 RUB. Available to B2B clients seeking third-party evaluation of their in-house call center operations.
• Virtual Secretary (Виртуальный секретарь) Virtual secretary service handling incoming calls and inquiries for business clients, providing front-desk coverage without requiring in-house staff. Part of the Customer Service line of the Smarter outsourcing portfolio.

Quantifiable outcome

• Up to 97% SLA (calls answered within 20 seconds) on demanding enterprise projects
• +5 more outcomes

Named customers30 records

Segments9 records

Ideal customer profiles6 records

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration3 records

AI capability2 records

Feature8 records

Partnerships

Five partnerships are on record, tiered core and minor.

• Naumen (ITSM 365)coreTechnology or IntegrationOfficial integrator partner for Naumen ITSM 365. SMARTER.SUPPORT division provides Service Desk implementation, customization, IT asset management, and automated preventive maintenance scheduling using Naumen's platform. Selected as platform for major retail and enterprise clients requiring enterprise-grade ITSM capabilities.
• HP (Hewlett-Packard) — Service Manager / HP OpenView Service DeskcoreTechnology or IntegrationSMARTER.SUPPORT works in HP Service Manager and HP OpenView Service Desk for major bank clients requiring enterprise ITSM tooling. Operates through remote connection to client's terminal server.
• SKB Kontur (Contour)minorStrategic or Co-development PartnerConducted multi-wave customer surveys (1,400+ completed surveys) on electronic document management (EDO) awareness, usage satisfaction, and service quality assessment for SKB Kontur's customer base.
• Tetrika Online SchoolminorStrategic or Co-development PartnerVoice robot + operator hybrid campaign for lead generation. Reached 1,000 qualified leads/month. First 200-lead pilot plan exceeded, then scaled 5x to 1,000 leads/month. Currently targeting 2,500 leads/month.
• Yandex MarketminorStrategic or Co-development PartnerSeller acquisition campaign for Yandex Market (largest Russian marketplace). Voice robot + operator hybrid. 2,523 new sellers registered over 9 months. Outcome-based pricing model (paid per registered seller).

Scale indicators13 records

Recent moves7 records

Expansion highlights6 records

Broad incumbents

• Webex Contact Center (Cisco): Cisco's cloud contact center offering provides omnichannel routing, IVR, and agent assist capabilities comparable to Smarter's QslQ platform. Competes in the technology layer that enterprises use to operate contact centers.
• Avaya: Global provider of contact center and unified communications solutions, including CCaaS and on-premises platforms. Comparable as an incumbent technology provider whose platforms underpin similar contact center workflows.
• Genesys: Global cloud customer experience and contact center platform (CCaaS) used by enterprise clients and BPOs. Comparable as a technology/operating layer for contact center operations, competing at the platform level with Smarter's proprietary QslQ stack.
• Concentrix: Large global BPO and customer experience outsourcer serving enterprise clients across verticals. Directly comparable in service lines (inbound/outbound voice, technical support, lead generation) and target customer base.
• Teleperformance: Global leader in outsourced customer experience management with multinational enterprise clients. Comparable as a direct BPO competitor with far broader geographic reach and enterprise account coverage.
• Majorel: Global customer experience and BPO company with multilingual contact center operations across EMEA. Comparable in core outsourced call center services, omnichannel support, and enterprise clients.

Emerging players

• Naumen: Russian vendor of contact center and ITSM software (including Naumen ITSM 365) that Smarter integrates. Comparable because Naumen also provides contact center solutions to Russian enterprises, blending software and outsourced operations.

Direct peers

• RT-Contact (РТ-Колл): Russian outsourced contact center affiliated with Rostelecom, providing inbound/outbound call services, telemarketing, and customer support to enterprise clients. Directly comparable as a domestic BPO competing in the same Russian market.
• Content-Review (Контент-ревью): Russian outsourced BPO with large operator pool providing content moderation and customer support services to technology and marketplace clients. Comparable as a domestic BPO with similar headcount-driven model serving Russian and CIS customers.
• FCR Media / First Contact (Russian BPO): Russian-based outsourced contact center providing hotlines, telemarketing, and customer support. Comparable as a domestic peer competing for the same Russian enterprise and SMB BPO budgets.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/smarter.callcenter
• LinkedInlinkedin.com/company/crm-agency-smarter

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Smarter