“AI chatbot helped us significantly reduce the number of inquiries that had to be handled by operators. Thanks to that, we effectively saved the capacity of roughly one full-time position – without complex integration, naturally and automatically.”
CETIN, the largest wholesale data network provider in the Czech Republic, selected Daktela’s unified communication platform to streamline operations and enhance customer service across departments. Prior to implementation, CETIN faced challenges with fragmented systems, missing call recordings, and a lack of performance reporting, which limited collaboration and customer care effectiveness.
Since 2020, Daktela has been rolled out to CETIN’s contact centre, infoline, and dispatch centre, consolidating all customer-facing communication into a single modern platform. This led to clear operational benefits: 86% of calls are now answered within 30 seconds, 68% of tickets are responded to within an hour, and overall availability reached 93% with a 10% drop in missed calls.
The introduction of Daktela’s AI chatbot reduced workload equivalent to one full-time agent and improved overall staffing efficiency without disrupting service. Integration of tools like voice, email, SMS, AI assistant, and robocaller for NPS measurement provided CETIN with full visibility and control over every interaction.
Thanks to centralised reporting and automation, CETIN is now well-positioned to further personalise services and scale efficiently. Daktela’s platform has proven to be a critical enabler of CETIN’s strategic goals around customer experience, response speed, and operational insight.
