A blacklist is a list of entities, such as phone numbers or email addresses, that are blocked or restricted from contacting a business or receiving certain services. In a call center context, blacklisting typically refers to blocking callers who have made fraudulent claims, caused disturbances, or have been marked for violating policies, preventing them from further interactions.
Daktela's system offers blacklist functionality, allowing businesses to block specific phone numbers, emails, or webchat users from accessing customer service or marketing communications. This feature is integrated with Daktela's CRM and ticketing system, ensuring that agents are alerted if a blacklisted entity attempts to engage with the company. The blacklist is easily updated and managed within the platform, and businesses can track and manage blocked contacts for compliance and reporting purposes. Daktela also provides real-time alerts when blacklisted numbers or addresses attempt to make contact, helping prevent unwanted interactions.
