The Daktela platform can complete advanced call routing. This is managed using data stored within our own integrated Daktela CRM or within an external CRM using REST API (or a combination of both). Typical uses of this involve the priority routing of calls based on customer type. It can also be used to re-route calls based on specific customer data such as bad debts etc.
It allows you to track and manage all customer interactions using a single platform. One of the main features is the automatic communication history function. This provides relevant information about the customer to the agent before they are connected. This better prepares your agent for the call as it provides them with instant information about previous calls, emails, SMS, chat tickets and notes. Everything is designed to provide your customers with a better service.