Daktela, a key player in customer communication management, recorded a record number of interactions for the Christmas 2024 holiday period. In the last quarter, the system - processed over 83 million customer interactions, marking a 25% year-on-year increase.
This result is among the highest in the past four years, surpassed only in 2020 during the COVID-19 pandemic, when the system handled 106 million interactions, largely driven by the Smart Quarantine project, which managed critical calls during the most critical periods of the pandemic.
Out of the total number of interactions, 68% were phone calls, with a daily peak of over 600,000 calls. The highest volume occurred between 10–11 a.m. and 1–2 p.m.
“While phone calls remain dominant, we are seeing a significant increase in the use of emails and chats. This places new demands on the flexibility of customer service, and we’re proud to support our clients in navigating this transformation,” said Jiří Havlíček, CEO of Daktela.
Phone calls continue to dominate customer communication, but their share has dropped from 90% in 2020 to 68%. Meanwhile, email communication has risen from 8% to over 28%, thanks to new email automation features introduced by Daktela in 2024. Businesses are increasingly adopting omnichannel solutions that integrate various communication channels, ensuring smoother customer interactions.
The company plans to launch a new AI bot creation technology in April, simplifying and reducing the cost of implementation. This innovation will make artificial intelligence accessible to a wider range of businesses, helping them improve their efficiency in managing customer service.
And what was the trend for AI in customer support in 2024? There was significant growth in the use of automated solutions for customer communication. Chatbot interactions increased by more than 85%, voicebots saw a 52% rise, and email bots experienced an extraordinary growth of 4400%. These results clearly demonstrate that companies and their customers are increasingly relying on efficient and personalised automation to speed up response times and improve customer experiences across all communication channels.
Daktela core focus is developing, delivering, and fully managing an application that unifies customer communication and manages customer experiences. Daktela software is used by over 1,200 companies worldwide, enabling them to handle communication via phone, email, web chat, and social media through a single platform.
In the Czech Republic, Daktela became widely known as a co-author of the Smart Quarantine project as part of the COVID19CZ initiative and the national information line 1221.
The company currently employs over 170 people across the Czech Republic, Slovakia, Poland, the United Kingdom, Hungary, Serbia, and Romania. Daktela was founded in 2005 by 28-year-old software experts David Hájek and Richard Baar as a telecommunications start-up. In 2021, the company received an investment from the private equity fund Sandberg Capital, one of the most prominent investors in technology companies in the region.. Sandberg Capital, one of the leading technology investors in the region, is now the majority owner, while minority stakes are held by the founders. For more information, visit https://daktela.com and https://sandbergcapital.com.
Media Contact:
Mgr. Martin Šemík
PR agency: Surikata PR s.r.o.
martin.semik@surikatapr.cz
+420 731 472 400
