Call Centre Software for Small Business

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

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

Integrated, full featured multichannel support with a wide range of reports and statistics to monitor agent and organizational performance. This includes integration with company email. Automatically categorize incoming requests – eg. setting ticket category, priority, SLA and owner. Comments and attachments are also possible.

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. Those SMS messages are brought together into communication threads. Supports all mobile phones which can send/receive a simple SMS message. Handles multiple SMS chats and SMS chat transcripts.

Communicate with your customers over the largest social network in the world. Including attachment and picture support, Facebook Messenger allows quick and simple interconnection of your Facebook customers with Daktela contact center agents. Facebook Messenger allows multiple chats at the same time.

Daktela Robocaller can be used for automated, robotic dialing of contacts, without operators. This is a special outbound campaign with phone numbers that Daktela dials automatically according to specific set up definitions. Statistics and reporting are included, as well as maximal simultaneous calls.

Our own integrated and fully supported CRM solution can be used as a Ticketing system for default handling or a true CRM solution with full histories of all customer interactions. This includes attachments and contact forms, automatic communication history and 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 a basic module high-end conference system. You can easily create a conference room protected by a PIN and if required configure the Public Switched Telephone Network (PSTN)incoming phone number so participants can call in from all over the world. We also provide Cloud PBX or PBX on premise.

Dashboards can be customized to fit the roles and responsibilities of each individual user. There are a variety of dashboard widgets for integration, reporting and functionality. LCD Wallboard is a web application for a clear display of the immediate status of the call center, optimized for LCD screens but works on regular computer screens as well.

Core functionality of the 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 center wherever you are, from an 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 visitors can easily enter their contact details and schedule a call back at a time that is convenient for them. Daktela uses the call back time selected to automatically connect call center operators to the site visitor at the time they have chosen.

Call with video chat – if the customer is outside of the office or away from their PC and the agent needs to get connected to the customer’s mobile video, the customer will receive an SMS with a one-time link for mobile video sharing.

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

In the increasingly 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 is required by your business.