“We got to know the flexibility of Daktela’s solution especially during the COVID pandemic. During this time we smoothly switched to a home office and the operation of the customer line was thus not restricted at all. We really liked the approach of the Daktea employees, who are still helping us with the introduction and deployment of new functionalities, thanks to which our solution is constantly moving forward,” said Jaroslav Raboch from Benefit Management.
In 2021, Benefit Plus managed the cafeteria system for more than 500 companies with approximately 230,000 employees. Especially due to the coronavirus pandemic, we really appreciated the Daktela system. Operators could easily access the customer line from anywhere and from any device, which would not have been possible without Daktela.
Benefit Management uses the services of a hosted virtual switchboard, so the IT department does not have to go through the vicissitudes of managing a dedicated server every week. The service runs in the Daktela virtual environment, so it is not necessary to deal with the operation and stability of the solution for the customer line.
Benefit Management began with a gradual deployment of services, focusing first on voice traffic. The transition to other channels took longer due to the COVID-19 pandemic and internal personnel changes, but today the company also uses Helpdesk, NPS surveys or integration with CRM. In the future, they are considering deploying other channels to process chat communication via web chat and social networks.
In the Contact Centre Market
Years in the industry