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.
CRM Software
Daktela Customer Relationship Management (CRM) can be included as an integral part of your solution.
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.
BASIC FEATURES
Automatic communication history
Daktela CRM provides an automatic communication history for each contact and account, including helpdesk tickets. This history is instantly available to agents ahead of any customer contact.
Configure the CRM structure
Within our CRM you can decide how you want the customer contact card to look. You can include any relevant data fields within each card which are appropriate to a specific customer type.
Automatic opening of the CRM card
Daktela can automatically open the relevant contact card with the entire communication history and all helpdesk tickets on inbound customer’s request.
Attachments and contact forms
Within the Daktela CRM you can can store an unlimited number of attachments to individual contact or customer accounts. These can include contract documents, pictures, or any other relevant documents. You can also create and store your own structured contact forms.
Import and Export
Our CRM provides the ability to bulk import and export contacts and customer accounts. Supported formats are CSV or Microsoft Excel. It is possible to define which columns and items will be exported or imported and you can save schema templates for future use.
Fulltext search
Daktela CRM provides an easy to use full-text search function across all communication channels using intelligent word spotting. It is also possible to create search filters and save them for future use.
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ADVANCED FUNCTIONS
API and synchronisation with external systems
Our public API capability allows us to integrate with a variety of external systems. We have already implemented a wide range of integrations for customers providing for the automatic synchronisation of data stored in the Daktela CRM system with third-party ERP and CRM systems.
Advanced call routing based on CRM data
Snapshots – history of changes
Daktela CRM automatically saves a change history of your contacts and companies. This is called a snapshot. A past change is then available at the click of your mouse and you can also check who made the change and when.
