Call Centre Software for Small Business

Daktela small business call centre software makes it simple to manage your inbound call routing. Conditional call routing, using context-based inputs and other versatile selection capabilities. The Call Centre core is based on the Incoming call queues and IVR menus and can be reached using direct phone numbers (DID, DDI). Call recording, missed call processing, priorities, skills and much more.

Choose your best dialler option for small business call centre software. Outbound campaigns with manual, progressive or predictive mode. Drag & drop system for creating call scripts. Daktela Campaign Module allows you to easily import phone numbers, including a clear web-based call-script configuration that will be displayed to operators while in call.

Integrated, full featured multichannel support with a wide range of reports and statistics to monitor agent and organisation performance. Integration with company email. Automatically categorise incoming requests – eg. setting ticket category, priority, SLA and owner. Comments and attachments.

Adding web chat was never so easy. Use predefined design or create your own template. Visitor tracking, multi chat and survey support add to your website or e-shop web live chat. It is a popular communication channel which should not be missed out on any sales web. Chat transfers and consultation. Visitor tracking.

Enables communication with your customers via SMS messages and those messages are brought together into communication threads. Support of all mobile phones which can send/receive a simple SMS message. Handle multiple SMS chats. SMS chat transcript.

Communicate with your customers over the largest social network. Including attachment and picture support. It allows quick and simple interconnection of your Facebook customers with Daktela contact centre agents. Processing multiple chats at the same time.

Daktela Robocaller is used for an automated, robotic dialling of contacts, without operators. This is a special outbound campaign with phone numbers that Daktela dials automatically according to exactly set up definitions. Statistics and reporting. Maximum simultaneous calls.

Our own integrated and fully supported CRM solution. Our solution can be used as a Ticketing system for fault handling or a true CRM solution with full histories of all customer interactions. Attachments and contact forms. Automatic communication history. Import and Export.

Statistics and reporting are possible in real time. Realtime and historical statistics are in one place for all channels. Many preinstalled statistics are included. It is also possible to create custom statistics. A Realtime panel with live monitoring is available. An LCD Wallboard is included as well as advanced filtering based on many parameters – users, queues, time, call statuses, etc.

Daktela PBX has in a basic module high-end conference system. You can easily create a conference room protected by a PIN and if required configure pstn incoming phone number so participants can call in from all over the world. We provide Cloud PBX or PBX on premise.

Dashboards can be customised to fit the roles and responsibilities of each user. There is a variety of dashboard widgets for integration, reporting and functionality. Wallboard is a web application for a clear display of the immediate status of the call centre, optimised for LCD screens but works in regular computer screen as well.

Core functionality of Daktela V6 application is accessible also via mobile application for Android and iOS (iPhone, iPad). You are able to handle communication with your customers or manage your contact centre wherever you are and from environment that is native to your phone.

Customers calling into your Contact Centre now have the ability to speak a particular word or phrase. Daktela automatically switches the call to the queue which has been associated with those words or phrases. Faster and more convenient call handling. Multi-Language Support.

Click-to-Call gives you the ability to add a call back widget to your website. Site visitor can easily enter their contact details and schedule a call back time that is convenient for them. Daktela uses the call back time selected to automatically connect call centre operators to the site visitor at the time they have chosen.

Call with video chat – customer is outside of office or his PC and the agent needs to get connected to customer’s mobile video. Customer receives SMS with one-time link for mobile video sharing.

Call with cobrowsing – one-time link is sent to customer’s email, which (when clicked on) will connect the customer directly to the call centre agent. In this case, agent sees customer’s PC screen and can guide it via phone on what to do.

In the increasing automated world, we provide you with the ability to create and manage your own customer interactions using a Robotic Agent which thinks for itself.

For those customers who want it we can provide our solution with Web RTC which allows you to operate your desktop in the way that your business requires.