Chalenge
CETIN faced fragmented communication across multiple systems, no unified CRM or call recording, and limited reporting visibility. These challenges hindered collaboration and slowed customer response times.
CETIN, the Czech Republic’s largest wholesale data network, unified its customer communication with Daktela—achieving 93% availability, faster responses, and a 10% reduction in missed calls across teams.
CETIN faced fragmented communication across multiple systems, no unified CRM or call recording, and limited reporting visibility. These challenges hindered collaboration and slowed customer response times.
Since 2020, Daktela has unified CETIN’s contact centers, infolines, and dispatch operations under one platform. The solution integrates calls, tickets, chat, and AI automation—improving speed, collaboration, and customer satisfaction by 3%.
“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.”
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