Poland’s Top Contact Centre Solutions for Companies: Focus Telecom, Thulium, Systell, and Daktela 

In today's fast-paced business environment, providing exceptional customer service is a crucial driver of success. Contact centre software plays an essential role in achieving this, enabling businesses to manage customer interactions efficiently across multiple channels. With numerous options available, we’ll compare four leading platforms — Daktela, Focus Telecom, Thulium, and Systell — to help you choose the best contact centre solution for your organisation.

Daktela: The Best All-Round Solution

Daktela offers an extensive contact centre solution, supporting multichannel communication through phone, email, SMS, chat, and social media. This robust system also features an integrated CRM and connectivity with external tools, making it highly adaptable to diverse business needs. 

Advantages

• Scalability & Customisability: Daktela is incredibly flexible, allowing businesses to scale and customise the platform to their specific requirements.
• Advanced Reporting & Analytics: Daktela provides in-depth reporting, offering businesses crucial insights to improve service quality and operational efficiency.
• International Support: As a globally recognised brand, Daktela provides international customer service, making it an ideal solution for companies operating across multiple markets.

Weaknesses

• Engagement on the Part of the User: Daktela's comprehensive, omnichannel system encourages users to develop a deeper understanding of its functionality. While Daktela's support team is always on hand to assist, gaining a thorough grasp of the system empowers users to maximise its capabilities, leading to greater efficiency and more effective use of its advanced features.

Why Daktela Stands Out

Daktela excels in multichannel integration, offering the most comprehensive solution for managing customer interactions across various platforms. Its flexibility allows for high levels of personalisation, which is key for businesses aiming to enhance customer relationships and boost efficiency.

Best For: Companies seeking a scalable, customisable contact centre solution with global reach and advanced analytics.

Focus Telecom: Strong Analytics but Limited Channels

Focus Telecom provides telecommunications solutions focused on call centres, CRM, and IVR systems. It also offers powerful analytical tools, although it falls short in multichannel integration compared to Daktela.

Advantages

• Strong Analytics: Focus Telecom stands out for its well-developed analytical capabilities, providing businesses with valuable insights to optimise operations.
• CRM Integration: The platform integrates with popular CRMs, improving the usability of the system for customer management.

Weaknesses

• Limited Multichannel Features: Focus Telecom offers fewer multichannel options, limiting the versatility of customer communication.

Best For: Businesses that need a strong analytical tool and CRM integration but do not require extensive multichannel functionality.

Thulium: Easy to Use, But Less Customisable

Thulium offers a straightforward, user-friendly call centre system with integrated CRM and process automation features. Its ease of use and quick deployment make it an attractive choice for businesses seeking fast implementation.

 Advantages

• Ease of Use: Thulium is intuitive, allowing teams to quickly adopt the system without extensive training.
• Fast Implementation: The software can be deployed rapidly, making it ideal for companies requiring immediate solutions.

Weaknesses

• Limited Customisation: Thulium lacks the advanced customisation and integration capabilities, which may be a disadvantage for businesses with more complex needs.

Best For: Smaller businesses or teams looking for a simple, easy-to-use system with minimal setup time.

Systell: Automation-Focused, But Narrow in Scope

Systell specialises in call centre solutions with a strong emphasis on automation and CRM integration. While it excels in streamlining processes, it does not offer as wide a range of features as its competitors.

Advantages

• Automation Capabilities: Systell’s strength lies in its automation features, which can significantly improve operational efficiency and reduce manual tasks.
• CRM Integration: The system integrates well with various CRMs, enhancing its usefulness for managing customer relationships.

Weaknesses

• Limited Multichannel Service: Similar to Focus Telecom, Systell’s multichannel support is more limited.
• Narrower Range of Services: Systell doesn’t provide as broad a scope of features, which might limit its suitability for companies needing more comprehensive contact centre solutions.

Best For: Businesses looking for automation and CRM integration, but with less focus on multichannel customer service.

Daktela vs. Competitors: Why Daktela is the Best Choice

In a head-to-head comparison, Daktela outperforms its competitors on several fronts, offering the most comprehensive and scalable solution for businesses of all sizes.

Daktela offers migration from other systems, making it a superior alternative to Systell, Thulium, and Focus Telecom. With comprehensive multichannel support, powerful analytics, and global reach, Daktela not only fills the gaps left by its competitors but also provides more value with its flexibility and ease of use.

If your business is looking to upgrade its contact centre software, switching to Daktela is a strategic move that guarantees better customer service management, increased operational efficiency, and scalability for future growth.