Obit Launches Unified Contact Center for RKS-energo on Naumen Contact Center

IT solutions operator Obit has deployed a unified contact center on the Naumen Contact Center platform for RKS-energo, a guaranteeing supplier of electric power. The report appeared on CNews on 13 October 2026. The available portion of the article gives no number of operators, no volume of requests, and no timeline or budget for the project. So what we can examine here is the format of the solution and its context, not results.

What is known about the project

The facts are few, but they are specific. The customer is an energy retail company with the status of guaranteeing supplier. That means it is obliged to sign a contract with any electricity consumer in its territory. A company like this has a large and varied customer base, from residents of apartment buildings to industrial enterprises. The integrator is Obit, and the platform is Naumen Contact Center, a Russian system for handling requests across multiple channels.

The key word in the headline is "unified." It usually means that requests were previously taken on several disconnected lines, for example in different departments or offices, and now flow into a single system with shared queues, routing and reporting. The report does not confirm that this was the case at RKS-energo.

Technical parameters of the project known at the time of publication:

• customer: RKS-energo, a guaranteeing supplier of electric power;
• contractor: Obit, an IT solutions operator;
• platform: Naumen Contact Center;
• format: unified contact center;
• number of workstations, volume of requests, timelines, cost and service quality indicators: not disclosed.

Why an energy retailer needs a single point of entry

The mix of requests at energy retail companies is predictable and tiresome for operators. People call to submit meter readings, clarify charges, deal with a debt, sign a contract or find out why their power was cut off. The load is spiky: peaks come at the end of the month, in billing periods and during mass network outages. When lines are disconnected, an overloaded queue in one place gets no help from idle staff in another.

A unified contact center solves several problems at once. It lets the company distribute calls by skill and workload, see a customer's request history in a single record, and calculate metrics across the whole company: wait time, share of abandoned calls and repeat contacts. For a regulated business, where requirements apply to the quality of work with subscribers, transparent statistics matter as much as speed of response.

Where AI is involved, and where it is not

The report says nothing about AI. Platforms in this class, Naumen included, typically support voice and chat bots, speech analytics and automatic call transcription. But whether RKS-energo uses such modules now or plans to add them later is unknown. Calling this a "smart" contact center would be a stretch.

Still, the news is telling as a market signal. Large Russian companies with a mass customer flow continue to build customer services on domestic platforms and with local integrators. For such projects, automating routine requests like meter reading intake becomes the next step, and the infrastructure of a unified center is needed for it first of all.

What to check when launching a similar project

If you are building a contact center for a company with a mass flow of requests, first record the baseline figures: the share of abandoned calls, average wait time and the share of repeat calls about the same problem. Without them you cannot measure the effect of the deployment, and the report will consist of a description of features.

Separately, check the integration with billing and CRM: what matters to the operator is not the telephony but the ability to see charges and the customer's history within seconds. Finally, build simple automation scenarios, such as meter reading intake, in before launch. Then adding bots and analytics becomes an extension of a system that already works, not a new project from scratch.

Once RKS-energo or Obit publish figures on load and service quality, this deployment will gain real value as a case study. For now, we have a tidy announcement with no measurable results.