Our mission is to humanize communication between companies and their customers and inside
the companies and thus create real connection and trust. We want to bring companies, their customers and employees closer together.
David Hájek and Richard Baar put into operation the first interstate Czech-American VoIP link between two Asterisk exchanges.
They founded the Daktela company as a pioneering company that, in the age of digital switchboards and
low-quality Internet, took the path of VoIP technology.
In the following years, Daktela established itself
on the central market.
The founders focused their development efforts on the call centre market. At this time, the market has its own specifics, primarily high requirements for availability, support and degree of customisability. In the same year, they developed the Daktela 3.0 system, which, thanks to support and
the SaaS sales model, was successful among the first large companies.
Based on customer feedback, the product underwent
a complete redesign, which resulted in the release of Daktela 4.0. This version worked for almost 5 years, during which
the originally call centre system became a multi-channel system for customer care with support for voice, SMS, email and web chat channels. At that time, Daktela became
a leader in the field of multi-channel contact centre and gradually began to acquire clients outside of the Czech Republic.
In 2016, the latest version of Daktela 6.0 was released, which was designed from the ground up as a multi-channel application with support for any communication channels, including social networks, and support for a large number of modules that further improve the capabilities of the contact centre, starting with a module for speech recognition, process automation, help desk system or customer satisfaction surveys. It also includes an integration platform that makes it easy to connect to external CRM or ERP systems (MS Dynamics, Salesforce, SugarCRM, etc.), e-shop systems (Shoptet, Shopsys and others) or authentication services (GApps, MS Exchange).
In 2018, Daktela opened a new office in the UK. Expansion into Poland followed. Daktela is already a global company and its solutions are used by companies all over Europe and in many other countries. Daktela has customers from Vietnam, Mexico and the Middle East.
In 2020, the Covid-19 pandemic changed not only the world, but also Daktel. As part of the COVID19CZ initiative, Daktela communication software is becoming a basic building block of the tracing contact center of the Czech Republic. Daktela becomes an active part of the fight against the pandemic. Our technological solution became the basis of Smart Quarantine. Its heart was the installation of the Daktela V6 application, adapted to support epidemiological tracing processes, i.e. calling the infected and their at-risk contacts. In this project, Daktela collaborated closely with the Army of the Czech Republic, the Ministry of Health and the ÚZIS and practically all hygiene stations in the Czech Republic, led by the chief hygienist.
In 2020, Daktela also acquires a sales presence
in the Philippines, which is one of the largest call centre markets in the world.
Daktela opens another foreign branch, this time in Hungary. In a market with dynamic development in the field of IT, nanotechnology and especially in the e-commerce sector, we provide call center operators with comprehensive solutions for virtual switchboards and contact centres.
In the middle of 2021, the Slovak fund Sandberg Capital will invest in Daktela. This connection allowed Daktela to expand even faster in foreign markets. Within five years, Daktela wants to become number one on the CEE market in terms of contact centers and customer care.
Daktela opens branches in Romania and Slovenia and makes a key product acquisition. He buys a majority stake
in the company Coworkers.ai, which is a leader in the Czech market providing its own intelligent chatbots and voicebots based on Natural Language Processing technology.
At the same time, it gains an internal dedicated AI team that can continuously create technology whose primary goal is to make work in call centres more efficient and automate selected simple scenarios.
Daktela is significantly expanding its product portfolio.
The field of intelligent chatbots, voicebots and mailbots is represented by the Daktela AI Agent product line. Daktela Workforce Optimisation helps with traffic management
in call centres and other shift operations. Among the new and expanded functions, for example, the Daktela Intelligence analytical tool based on Daktela’s integration with BigQuery. Automated Machine Detection (AMD) helps
in active call center campaigns.
Daktela is also expanding its portfolio of telco services. Daktela also opens another foreign branch in Serbia.
In the Contact Centre Market
Years in the industry