Daktela.com

AI Chatbots allow your customers to self-serve as they interact and help with common queries via web chat, SMS or Facebook Messenger. And, if required, there is always an option to turn any AI session into human interaction.

Functional in minutes

One of the main benefits of a chatbot is its simple configuration, at a level that virtually anyone can do it. You can set the chatbot logic and its answers by yourself in our interface literally within just a few minutes and exactly as per your business needs.

Natural Language Processing Chatbots

NLP chatbots let you take your automated chats a step further. While traditional decision tree chatbots are a great feature that simplifies work for you and your team, if you handle a large number of chats or have limited agents, making the change to AI chatbots could be the best chatbot application for you.

Natural Language Processing is a form of artificial intelligence that can chat to your customers, understand why they are getting in touch with you and help them without getting your agents involved, saving you precious time and resources.

Daktela AI Agent:

Chatbot

Voicebot

Mailbot

Daktela RBM

Learn more about Daktela AI Agent

Reporting options

Build your own reports

We understand that everyone wants to see different things in their reports. You want things displayed in a way that suits you. With Advanced Analytics, each person can choose what data they see and how they see it.

Charts just as you need them

In Advanced Analytics, you can build the graph that you need in a single click. All you need to do is to select which data you want to see, choose what type of graph you want for it and within seconds you have the chart right in front of you.

Every morning to your email

Do you want to be automatically informed about the performance in your contact center every morning or evening? All customized reports can be sent to your mailbox at a defined time.

Custom metrics

If you only want to see the information or calculations relevant to you, then all you need to do is to define your own calculation based on standard maths operations, create the report and display the results as you need them. These can be emailed to you if required.

This is a special outbound campaign that dials phone numbers automatically according to an exact set of rules that you create. As it requires no direct human involvement, it can be programmed to operate on a 24/7 basis if needed.

Basic features

Large variety of applications

You can set up a variety of options for the called party within the Robocaller application. These applications can include IVR trees with survey questions, playing personalised voice prompts, or providing the option to transfer to a live agent for further assistance.

Number of availability attempts and delays

Robocaller allows you to vary the configuration options of each campaign. Rules include the maximum number of call attempts, delays between repeated call attempts or time conditions etc.

Statistics and reporting

As with any other outbound dialing mode the Daktela Robocaller provides detailed reports on activities. Typical reports will include call the answer success rate, the number of calls over time, the length of calls etc.

Call recording

As part of campaign configuration, you can set to record any answered calls if required. This allows you to record customer comments and answers to any survey questions.

Time conditions

Daktela Robocaller enables you to set time conditions which determine at what time the system is active and making calls. Time conditions can be varied for each campaign as appropriate.

Maximum simultaneous calls

Within the campaign you can configure the dialing speed of the Daktela Robocaller. By raising the maximum number of simultaneous calls, you can increase contact rates.

Advanced features

Programming API interface

Robocaller incorporates an API interface which allows you to link the application to other data sources. This can be used for an automatic import of contacts to dial from your information system or to automatically export call outcomes. Together with the phone number of a contact it is also possible to import other call metadata which can be used when dialing. A typical example could be to import the phone number together with a payment due date and the amount due. We can combine automatic voice prompts with other dynamic imported metadata about the due date and the amount due if using the text to speech technology within Daktela.

Practical usage examples of Daktela Robocallers

automated cash collection – for example displaying the amount invoiced or to be repaid

public opinion surveys

automated customer satisfaction surveys

marketing campaigns

Promptly manage calls and pauses

Always have basic functions at hand. These include:

Dialling calls manually

Answering and rejecting calls and other activities

Starting and ending pauses

Call pick-up indication

Logging in and out of queues and devices

Support across operating systems

Because Daktela Desktop is developed in Java, you can use it whether you’re running Windows, macOS or Linux.

Get it from

Microsoft Store

Download on the

App Store

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.

Advanced features

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

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.

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.

There is no need to wait for the end of the week or month to see how you are performing. Daktela Reporting provides tools for real time reporting designed for management of contact centre operations with many standard reports available showing historical statistics.

Basic features

Realtime panel with live monitoring

The Realtime panel is designed for the management of your contact centre operation. It shows the current status of logged in agents, queues, open activities across all channels, etc. It is also possible to use the panel to live monitor phone calls.

Wallboard

Daktela Wallboard is an application which provides a clear display of the immediate status of the contact centre on an LCD screen or in the browser. Each individual team leader view can be customised with the help of predefined widgets.

Historical statistics and reports

Daktela Reporting offers a full range of predefined historical reports for all supported communication channels. It can be used by team leaders to evaluate the performance of their contact centre.

Exporting reports

The Daktela Reporting module allows the export of all historical statistics in CSV or Microsoft Excel format. Once exported this data can be further processed in pivot tables etc.

Advanced filters

Our Reporting tool comes with advanced filtering which can be based on many different parameters such as users, queues, time, call statuses, etc.

Group reports together

When Reporting you can group all necessary reports together. You do not have to click on each report separately. Each report can include a range of comprehensive statistics.

Advanced features

Get the raw reporting data through API

Daktela Web Click-to-Call is a call back widget you can put on your website. Now a site visitor can easily enter their contact details and schedule a call back time that is convenient for them. Daktela automatically connects call centre agents to the site visitor at the time they have chosen.

Basic features

Call now

With this widget customers have the choice to opt for an immediate call back. The request is processed instantly and your agent will be connected to the customer within 30 seconds.

Time of day routing

Daktela’s Web Click-to-Call technology also supports ‘Time of Day’ routing. The ‘ToD’ widget is ideal for allowing site visitors to schedule a call back only during local business hours.

API

An Application Programming Interface (API) is also available for Daktela’s Click-to-Call technology. This is for those Website Administrators who wish to design or integrate the Click-to-Call widget range into their own web applications.

Allowed numbers

You can configure allowed numbers and specify which phone number formats your website visitors can enter. For example, you may wish to allow only UK telephone numbers or Eire telephone numbers to be entered.

Call Reporting and Call Recording

Daktela offers detailed reporting for its Click-to-Call technology. The reporting extends to cover agent performance. Call recording is also available in this application.

Web Chat Integration

The flexibility of Daktela’s Click-to-Call widget allows it to be used either by itself or integrated into a multi-purpose widget which also supports Web Chat. A Configuration Wizard guides the Administrator in real time and has the added benefit of showing how the widget will look when running live.

Advanced features

Adding more items to the Web Click-to-Call Widget

By default, the Web-based Click-to-Call widget has the option to enter phone numbers only. However, you can also add other types of input or contact details – and specify if it is mandatory to complete them or not. Additional types of input that are supported include e-mail addresses, text or numbers. The agent can then see all the captions where the customer has entered information when making a call back. This makes it possible to pass on additional details such as an internal number or the login details of the customer to the site, and use this information to display the customer’s ticket directly to the agent.

And what does this plugin allow within the browser?

Dial telephone numbers

Dial CRM contacts directly from the phone number form field

Dial numbers directly from any webpage you’re currently browsing, using the context menu

Accept, reject, hold, or transfer call activities

Switch to pause or return to ready state

Send direct SMS messages

Dial phone numbers based on your recent activities

The extension is available for browsers:

Google Chrome

Mozilla Firefox

Chrome/Firefox extensions require that you or your company use Daktela V6.

More about how to install and use this plugin can be found

here.

Daktela and WebRTC

The possibility of using WebRTC technology as a softphone was considered as a future way of using the phone’s browser-level features. However, the WebRTC framework, which is responsible for voice features in the browser, is constantly changing to affect the user experience. It is often the main cause of small errors or instability, because changes in the code are made by merchants such as Google, Apple, Mozilla or Microsoft.

As it is still more of an experimental technology, we recommend ourcustomers to use reliable and proven technologies such as:

Daktela software phone

Hardware phones

A list of all browsers and operating systems that currently support WebRTC and are required for PC calls.

For desktop computers

Microsoft Edge 12+

Google Chrome 28+

Mozilla Firefox 22+

Safari 11+

Opera 18+Vivaldi 1.9+

For Android

Google Chrome 28+

Mozilla Firefox 24+

Opera Mobile 12+

For iOS

Mobile Safari (iOS 11+)

Outbound campaigns provide you with the tools to contact customers direct. Each campaign can be set up using manual, preview or predictive dialling modes. Our Campaign Module allows you to import any target phone numbers you want. You can also add a web-based call script if required for agents on the call to help guide them. Real time information and historical campaign reports show agents’ states and performance.

Basic features

Create call scripts in minutes

Daktela uses a drag and drop system for creating call scripts for outbound call campaigns. You can create your own call script items i.e radio buttons etc and then drag them to the right place in the call script.

Dialing options

You can choose different dialing methods for each campaign. These include preview (manual), progressive, or predictive dialing. You can also change these during the campaign if required to maximise performance.

Importing and exporting

Importing and exporting of campaign data is available via XLS, CSV or API. Using a variety of filters, it is possible to export whole call scripts or only the items you want. Daktela also highlights any duplicates found during data import.

Bulk download of call recordings

Using predefined filters, we can bulk download any outbound campaign’s call recordings needed. All call recording downloads are via the web interface to a ZIP file or there is access via FTPS.

History of changes – snapshots

All activities completed within individual campaigns are recorded. This allows you to create a complete history of the campaign performance. These records provide data on who imported any lists and when the number was dialed or changed. You can also get snapshots on performance at any time.

Call monitoring

All outbound calls can be monitored live by supervisors as required. Call recordings can also be reviewed later to ensure call quality. These recordings are retrieved and played directly in the web interface.

Advanced features

Integration with external systems – CRM, BI

Our open API architecture allows for easy integration with external systems. As a result of this you can combine the Daktela data relating to activity with other external systems data. This allows us to create bespoke reports within our system. Many of our customers choose to download this Daktela data into their own Business Information systems for further processing and analysis. For example, you can use a ready-made plug into

Keboola Connection

Real time performance statistics

We provide a range of statistics relating to your operational performance. All of these can be calculated and displayed in real time. We provide real- time panels or wall boards which can be customised to show exactly what you want. The historical campaign reports on the system also provide important information on agent performance, trending patterns over time, number of orders etc.

Databases of phone numbers in campaigns

Administration of phone numbers in campaigns is easy. In each campaign you can create different databases of phone numbers. This allows you to import numbers into different databases within the same campaign. These campaign databases can then be set to paused or active. You can have as many active databases in campaigns at the same time as you want. You can also make paused databases active when the call answer rate is low to boost performance.

Incoming phone calls

Configuration of all incoming phone numbers including any geographic, non-geographic or international numbers.

Time conditions

Configuration of different behavior for working and non-working hours.

Welcome messages

You can play your own welcome messages or we can record customized voice prompts for you.

Voice IVR

Playing IVR options, the customer selects one.

Inbound queues

Call transfer to the correct inbound queue, play background music and regular announcements.

The Daktela solution allows your contact centre agents to communicate directly with your customers via Facebook. Customers can also contact your company via Facebook Messenger or send a private message which is then handled by the designated contact centre agent. Who handles these enquiries within the contact centre is chosen by you.

Basic features

Mobile phones

The Daktela Facebook Messenger application is compatible with all smart phones and your customers can use it as an easy and modern communication channel with your company. Sending messages uses the data connection only and therefore does not incur call charges.

Attachment and picture support

Daktela Facebook Messenger supports sending attachments in both directions. Your customer can take a picture on their mobile and send it by one click via Facebook Messenger to your contact centre team.

Chat status code

In every Facebook queue you can set up its own status reason codes. Your agent can then choose the most appropriate code which they will enter upon leaving the chat. Based on the input you can evaluate the most common types and areas of questions.

Transcripts

All Facebook Messanger communication transcripts are saved automatically to the customer’s communication history. Once saved in this way you can use our text search feature to retrieve relevant information within the transcript.

Transfer and consultation

Facebook Messenger Chat agents can transfer the chat to another agent or invite another team member or team leader into their Facebook message chat for consultation.

Processing multiple chats at the same time

The Daktela Facebook Messenger Application allows you to handle multiple messages at the same time. You can set maximum concurrent messages for each agent based on their ability. You can even make or receive calls during your work on Facebook Messenger if configured.

Advanced features

Processing multiple Facebook Messenger accounts

Daktela allows for the connection of multiple Facebook accounts, each with its own individual queue. The number of Facebook queues is not limited, and it is possible for contact centre agents to manage multiple different Facebook sites at the same time. In each Facebook queue you can add various agents , set priorities or handling strategies.

Facebook chat reports and statistics

Daktela provides a wide range of predefined Facebook chat reports which are calculated in real time. There are tools like the real-time panel or LCD wallboard, which enables the use of predefined wallboard widgets to build perfectly customised wall boards. The most commonly used reports are for example: number of Facebook chats in various queues, length of the chats and individual performance of agents.

Integration with Helpdesk and CRM

Our Facebook Messenger Application is integrated with our CRM system and helpdesk. The agent is therefore able to view the complete customer communication history across all channels at the beginning of the Chat. The agent can assign the Message to an existing helpdesk ticket or create a new one. A Chat transcript is then added to the customer’s communication history at the end of the conversation.

Facebook Messenger chat to your website

Facebook Messenger is a great choice for communicating with your customers right on your website. After clicking on the icon in the corner of your website, a chat window will open and the visitor can easily start communicating. Add your Facebook Messenger chat by downloading the Facebook Plugin.

Find out more here.

Using dynamic inputs we can route calls to the right person every time. The Call Centre core works on incoming call queues and IVR menus. You can link different direct phone numbers (DID/DDI) to these different queues. These calls are then routed into the right Agents logged into these queues.

Basic features

Call recording

Call Recording of both incoming and outgoing calls is standard. This includes all transferred calls both internal and external. All Recordings can be retrieved and played from the web interface provided.

Call queues

The Configuration of call queues can utilise a range of different attributes. The most common ones are priority levels, customised announcements, and welcome voice prompts. All linked to different customer requirements.

IVR

Daktela provides you with an unlimited number of IVR tree options. These trees can also link together to form a chain. You can configure everything via our web interface, including recording your own messages. All IVR activity is stored for reporting purposes.

Contact card with communication history

Each incoming call opens the customer’s own contact card. After the call finishes this card updates without the need for the agent to do anything. As a result a complete communication history with the customer is always maintained.

Intelligent missed calls

Our system includes an intelligent missed calls management system. Any missed call numbers are stored and Agents can then call these numbers back as required.

Priorities and skills of operators

Queues can be set up with a range of different skill and priority settings. Once configured the system always chooses the best and most suitable agent for each call. You can change all configuration settings in real time.

Configuration options of incoming calls

Incoming phone calls

Configuration of all incoming phone numbers including any geographic, non-geographic or international numbers.

Time conditions

Configuration of different behavior for working and non-working hours.

Welcome messages

You can play your own welcome messages or we can record customized voice prompts for you.

Voice IVR

Playing IVR options, the customer selects one.

Inbound queues

Call transfer to the correct inbound queue, play background music and regular announcements.

Advanced features

Call routing based on data from external systems

Daktela can work with your existing external applications (eg. your CRM or ERP) to determine how calls route within the system. Working with these systems Daktela can ensure we make the correct routing decisions. We can prioritise callers as required or route to different locations if needed. This will allow you to reflect any segmentation you have of your customer database. Using this data to route calls can improve the whole customer journey.

Support of external and mobile operators

Daktela provides the ability to link mobile phones to the application. All calls and activities recorded on the system are monitored and reports produced. These reports allow managers to view the individual performance of these mobile workers. When connected to the system in this way the mobile user incurs no local call costs. Using mobile phones in this way allows you to create a simple Business Contingency plan.

Intelligent call routing

Daktela call queues allow intelligent call routing of incoming calls to agents. Our LastAgent software routes calls to the person who last spoke with the customer. This ensures that the customer does not have to explain their problem again, saving time for both. By doing this we improve the customer experience.

As companies are constantly evolving and growing, their employees also need more and more information to work. By creating an internal knowledge base, you can centralise information in one place, helping you streamline processes and procedures.

The main benefits:

Centralisation of information

Lower staff management / training costs

Acceleration of work processes

The main functions:

Categorisation of knowledge

Comments on individual contributions

Tagging

Rights to individual categories

Support for attachments

Integration into all communication channels in Daktela

A quality knowledge base grows and evolves over time just like your company. The sooner you start building it, the sooner your company will start operating effectively. A knowledge base is a way to save employees time and avoid misunderstandings from misinformation. This module is now free for all call centre licenses. *

* valid for 12 months, for more information do not hesitate to contact us

Our design can also be customised to match your existing website theme. WebChat is an increasingly popular communication channel and should not be overlooked. Agents handle incoming enquiries directly within the Daktela application. All communication is saved within the communication history.

Basic features

Custom chat box design

Daktela enables you to customise your WebChat to match your website design. You can also edit all welcome texts and colours and you can choose from a wide range of pre-defined styles. And if that’s not enough, you can even make your own chat box using our developer library.

Chat reason codes

In every chat’s queue you set a chat reason code which is dictated by the outcome of the the chat session. Based on this information you can then report on the most common types and areas of questions and make conclusions based on this analysis.

Handle multiple chats

Daktela WebChat allows you to handle many different chats at a time. You can set a maximum number of concurrent chats for each agent based on their ability. You can even make or receive calls or emails during your work on WebChats if needed.

Visitor tracking

The WebChat agent can see the webpage the WebChat was initiated from in real time. It also tracks all clicks and URL changes. By providing this information it allows the agent responding to better react to any enquiry.

Chat transfers and consultation

A WebChat agent can transfer the chat to another agent or invite another Team member into their existing WebChat for a consultation.

Chat transcripts

All WebChat communication transcripts are saved and are automatically added to customers’ communication history. You can even use the benefits of full text search if needed to find relevant information.

Decision Chatbot

To reduce the number of serviced webchats in contact centres, Daktela also provides customers with the opportunity to use a simple decision- making chatbot.

This chatbot follows a pre-set decision tree, and can also retrieve some information from an external system. If this chatbot reaches a point where it cannot continue, it passes the communication to the agent. Agents, of course, see the history of the customer’s communication with the chatbot.

More about chatbots here

Advanced features

Customised Webchat design

If you prefer not to use one of our pre-designed style templates, we have created a Daktela WebChat developer library for website developers. Using this library you can create a complete custom designed WebChat template to fully reflect your website design.

Webchat reports and statistics

We provide a full range of predefined WebChat reports with the system. The views can be predefined or you can build your own customised displays using the widgets provided. The most common predefined reports we provide show the number of WebChats in various queues, SLA, Webchat length, individual agent performance etc.

Integration with Helpdesk and CRM

As our WebChat is integrated with our CRM system and helpdesk the agent is able to view the complete customer communication history across all channels at the beginning of the Chat . The agent can assign the WebChat to any existing helpdesk tickets or create a new one. A WebChat transcript is then added to the customer’s communication history at the end of Chat.

Activate now

Download the app in the app store of your mobile platform or click the links at the top of this page.

You can start using the Daktela Mobile App immediately and free of charge as part of your standard individual module licence.

Main features

Dashboard

The Daktela Mobile App displays important parts of the Dashboard just like you are used to from the browser version of Daktela V6.

CRM at hand

A complete overview of all contacts and accounts is available in the app. You can even edit entries and create new ones or start an activity from contact or account details.

Ticketing

Work with any of your tickets stored in Daktela V6 or create new ones. The Tickets module lets you send emails, dial calls and add comments to your tickets. The Notifications Centre lets you know about any changes to tickets you own or follow.

Favourite features

Call dialling

A call to a new phone number or a contact from the CRM or a ticket is just a tap of your phone away. The call is dialled via the Daktela V6 system, meaning everything works like you are used to, including call recording, call identification using the PBX number and comprehensive statistics and reporting.

Integrated SIP Client

You can also handle calls using your phone’s internet connection – no external SIP client needed (beta stage).

Chatting with customers

Manage all your chats directly in the Daktela Mobile App. Whether your customers prefer web chat, SMS, Facebook Messenger, WhatsApp or Viber, you can now stay in touch even when you are away from your PC.

Logging in to queues

Users can quickly log in and out of queues they have rights to, just like in the browser version.

State settings

Need to start or end a pause? The mobile app checks your state in real time and allows you to change it too.

You can do so much more

Activities

Send emails with attachments (files, photos, videos) | Call via the PBX | Manage your chats | Work with postponed and missed activities

CRM

Edit your contacts and accounts | View ticket and activity history | Send emails, dial calls and start new chats from the CRM

Tickets

View and download attachments | Add comments | View ticket activity history | Send emails, dial calls and start new chats from a ticket | See your ticket notifications

User state

The advantage of the Daktela SMS Chat is its versatility and support of all mobile phones. Our SMS Chat also gives your customers the opportunity of developing two-way chats with you. This allows them to respond to individual agents upon receipt of a text message. We can also provide short code numbers and the option to display your company name. Surprise your customers with an immediate and relevant response.

Daktela SMS Chat is one of Daktela’s communication channels that allows you to communicate with your customers via SMS messages and groups these messages into threads. The advantage is its versatility and support on all mobile phones that can send an ordinary SMS message. Product and service providers often operate one-way informative SMS communication to their customers without the possibility of a reply and Daktela SMS Chat aims to change this.

Basic features

Universal communication channel

Daktela SMS Chat is available on all mobile phones that can send and receive a plain text SMS message. For its simplicity, this communication channel should not be missed out in any contact centre. It is increasing seen as a new and effective customer communication tool.

Categorise SMS chats

Using our customised reason status codes your agents can quickly and easily assign SMS chat outcomes at the end of the chat. These outcomes can be retrieved later for further analysis and reporting.

Handle multiple SMS chats

Daktela SMS Chat allows you to handle multiple chats at the same time. You can set maximum concurrent chats for each agent based on their ability. You can even make or receive calls during your work on SMS chats if configured.

Ready for customised SMS apps

You can easily build and implement your own bespoke information service on top of the Daktela SMS Chat. This can be used by live agents and will work on any mobile phone without the need for internet access.

Transfers and consultation

SMS Chat agents can transfer the chat to another agent or invite another team member or team leader into their SMS chat for consultation.

SMS chat transcript

All SMS chat communication transcripts are saved automatically to the customer’s communication history. Once saved in this way you can use our text search facility to retrieve relevant information within the transcript.

Advanced features

Integration with SMS services

For sending and receiving SMS messages within Daktela SMS Chat you can use either Daktela SMS Connect with a dedicated mobile phone number which allows two-way SMS communication or you can use Daktela SIM hosting with your own SIM cards.

SMS chat reporting and statistics

Daktela provides a variety of real time reports about the operation of SMS chats. You can use real time tools like our real time panel or LCD wallboard to display this information. Each of these can be fully customised using the widgets available to show exactly what you want. Customers often choose to display the number of SMS chats in various queues, chat duration per queue or individual agents’ performance.

Integration with Helpdesk and CRM system

As our SMS Chat is integrated with our CRM system and helpdesk the agent is able to view the complete customer communication history across all channels at the beginning of the Chat . The agent can assign the SMS chat to any existing helpdesk tickets or create a new one. An SMS chat transcript is then added to the customer’s communication history at the end of chat.

Customers can submit new requests through phone, email, web chat, SMS, and social networks. The Daktela Helpdesk intelligently processes these inquiries and organizes them into a comprehensive communication history for each customer, ensuring clarity and continuity in customer interactions.

Basic features

Native omnichannel

The Daktela Helpdesk application already supports a wide range of modern communication channels. Using our solution means you don’t need to install anything else or learn any complex third-party applications. Today we already support voice, email, web chat, SMS and a range of Social Media applications. As new channels become popular we work to add them to our core platform.

Integration with company email

Daktela Helpdesk can connect to your existing corporate mail server via standard secure protocols – POP3S, IMAPS and SMTPS. Email communication will be received and sent using your company’s email servers and with your own email address. Using this service means you can manage email communication with customers far better.

Categorizing tickets

Settings within the Daktela Helpdesk are controlled through a simple web interface. Using this you can automatically categorise incoming requests – eg. setting ticket category, priority, SLA and ticket owner. This makes sure all emails are always sent to the right place.

Personalized ticket views

Daktela Helpdesk allows different users to customise their own ticket view to meet their requirements. This is achieved through the use of filters and allows for an unlimited number of personalised views to be created.

Comments and attachments

Daktela Helpdesk allows users to add comments to tickets which are not sent to customers. These are for internal communication only. You can also attach an unlimited number of attachments to one ticket. This allows other users dealing with the same customer to see more information.

Full-text search

Daktela Helpdesk allows users to complete a quick full-text search across all communication history using intelligent word spotting. These searches can be stored and re-used for future quick use.

Advanced features

Communication history and CRM integration

Daktela Helpdesk supports a variety of communication channels. Irrespective of which communication channel a request is received through, all are held in the communication history. The same applies to any outbound communication channel used to contact the customer. The communication history is recorded for each ticket and displayed. It shows how and who created the ticket. It will also show who wrote an email, or who called or sent an SMS. Daktela Helpdesk is integrated with our internal CRM so it always maintains a communication history for each contact.

Reports and statistics

As standard we provide a wide range of reports about the operation of the helpdesk system. These are available in real time and can be displayed on real time panels or LCD wall boards. You can customize each one from our predefined widgets. Our historical reports can provide additional information on things such as the number of tickets in each category (including trends over time), backlog tickets, reaction times, ticket resolution times and of course the performance of the agents.

Definition of SLA and working hours

Customers often have different service requirements. Daktela Helpdesk allows you to define multiple SLA (Service Level Agreements) policies and apply these to specific customers or ticket categories. SLA policies can reflect different customer working hours or ticket priorities. Once SLA polices are set, you can monitor tickets to see what the initial response time was and what the target resolution time is. These times are calculated in real time.

Thanks to the mobile interface, Viber allows customers from more than 180 countries to communicate with each other and with companies free of charge directly from their phone.

Thanks to Daktela, you can now use another communication channel with your customers, bringing them even closer. Viber Business allows you to process written communication with customers, it does not support calls.

Try Viber *

* For the link to work properly, you need to have the Viber application installed on your device.

Basic features

Real-time Customer communication

High level of security

Closer to customers

Attachment and image support

Handling multiple Viber conversations

Notification announcements & reads

Daktela Helpdesk allows users to complete a quick full-text search across all communication history using intelligent word spotting. These searches can be stored and re-used for future quick use.

Advanced features

Reports and statistics of Viber chats

Daktela provides a variety of reports relating to the use of Viber. All activities can be calculated and displayed in real time if required. Tools such as real- time panels or Wallboards allow you to design the view you want from pre-prepared widgets. The basic reports that Daktela offers include as standard, the number of Viber chats in individual queues, chat lengths or individual agent performance etc.

Integration with helpdesk system and CRM

As Viber is integrated with our CRM system and helpdesk the agent can view the complete customer communication history across all channels at the beginning (or during) any chat. The agent can assign the Viber chat to any existing helpdesk tickets or create a new one. A Viber chat transcript is then added to the customer’s communication history at the end of the chat.

Outgoing message and notification support

Use Viber to send outgoing messages and notifications. The customer can easily find out the current status of an order, delivery information or other important information.

It is optimised for LCD screens but can be used on all types of computer screens. Many of our customers use the Wallboard on dedicated LCD screens, where they show information about achieved SLAs for queues, call rates, call statuses, agent statuses or helpdesk performance. Each Wallboard is made up of predefined widgets and the team-leader can easily create the views required.

Basic features

Widget based system

Daktela Wallboard offers many predefined statistical widgets which can be used to build a fully customised Wallboard configuration. Statistical widgets are available across all communication channels.

Supports all devices

Daktela Wallboard can be used on almost any device that supports a web browser. Our customers use our Wallboards on LCD screens, projectors or even PC monitors.

Configuring KPI values

Our Wallboard software allows you to create widgets with set KPI values. Once set, you can measure current performance against these values and highlight any deviations. If the resulting statistics are better or worse than expected, this is highlighted in a different colour.

Widget timeframe

You can set different time frames for each widget. This allows you to determine when each widget operates and therefore what period the statistics are calculated over, e.g. performance in the last hour etc.

Real time information

The Daktela platform calculates all statistics in real time and the same goes for the Daktela Wallboard, displaying current information in real time without any delay.

Rotating text

The Daktela Wallboard allows you to display different text on each wallboard. You can periodically rotate this if required, displaying information on the screen as needed. These can be used as alerts for agents.

Thanks to the mobile interface, WhatsApp allows you to communicate with each other and with companies directly from your smartphone in more than 180 countries.

Thanks to WhatsApp and Daktela, you can now be even closer to your customers. Thanks to Daktela, you can now use another communication channel with your customers, bringing them even closer.

Try Whatsapp *

* For the link to work properly, you need to have the WhatsApp application installed on your device.

Basic features

Real-time Customer communication

WhatsApp Business allows you to communicate based on your current status. In this way your Customers can communicate with you in real-time or whenever it suits them. Your conversation can always be stored if needed and recorded within the customer contact card.

High level of security

WhatsApp offers a high level of security and encryption of communication thanks to end-to-end SSL encryption.

Closer to customers

WhatsApp is the most downloaded application on Android and iOS platforms today and now works directly within Daktela. WhatsApp is popular among customers because it uses their existing data connection, thus eliminating any specific charges for sending messages.

Attachment and image support

Daktela WhatsApp supports sending attachments and images in both directions. Your customer can take a photo (e.g. of some goods or a package) on their mobile phone and send it to you on WhatsApp.

Handling multiple WhatsApp conversations

Daktela WhatsApp allows you to handle multiple different sessions at the same time. You can set maximum concurrent chats for each agent based on their ability. You can even make or receive calls during your work on WhatsApp if configured.

Notification announcements & reads

As part of the Daktela WhatsApp application your agents can communicate with your customers directly from within our solution. They can send attachments such as photographs, videos and documents within the messages. They will also know when messages were delivered and read and know who is expecting something from them.

Advanced features

Reports and statistics of WhatsApp chats

Daktela provides a variety of reports relating to the use of WhatsApp. All can be calculated and displayed in real time if required. Tools such as real-time panels or LCD Wallboards allow you to design the view you want from pre-prepared widgets. The basic reports that Daktela offers include, for example, the number of WhatsApp chats in individual queues, chat lengths or individual agent performance.

Integration with the helpdesk system and CRM

As WhatsApp is integrated with our CRM system and helpdesk, the agent can view the complete customer communication history across all channels at the beginning or during any chat. The agent can assign the WhatsApp chat to any existing helpdesk tickets or create a new one. A WhatsApp chat transcript is then added to the customer’s communication history at the end of the chat.

Outgoing message and notification support

Use WhatsApp to send outgoing messages and notifications. The customer can easily find out the current status of the order, delivery information or other important information. There is a charge for sending notifications. One conversation means an unlimited number of interactions within 24 hours of the first message.

Microsoft Teams itself is collaboration tool that is included with Microsoft Office 365 allowing users to chat, make video calls, share files, or make phone calls. We have combined this functionality with the Daktela solution to provide a range of enhanced functionality.

Features

Business Calls in Teams

Give your Teams users the ability to call the public telephone network directly from within the application. Users can also receive calls from customers directly in Teams.

Mobile application support

Users can also use the Microsoft Teams mobile application. All functions and integrations, including telephony, are now available in the mobile application.

Call Centre functions

In Teams you can now use all the powerful Daktela call centre functions, including intelligent call queuing with skills, event statistics, reporting or call recording.

Daktela Teams Phone Numbers

With Teams Direct Routing, you can use your existing phone numbers or assign new ones. This includes any existing geographic, non-geographic or international numbers.

PBX functions

All common PBX functions are available, such as call transfer and call holding, call forwarding or routing to a group or voicemail.

Native applications

The Daktela interface is available and integrated directly on the taskbar in Teams as an application. Users thus have all the necessary information in one place.

Facebook Messenger Channel for Business

Subscribe to the monthly newsletter