Shift planning is no longer just a manual task, regardless of the industry or team size. At the January Workforce Management Breakfast, Daktela introduced its customers and partners to an AI-driven tool that automates scheduling and enhances efficiency—not only for smaller teams but also for large corporations with over 1,000 employees. Event participants explored its benefits and the latest improvements.
The Workforce Management solution leverages artificial intelligence to optimize shift planning and workforce management both in and beyond contact centers. Using predictive models and AI-driven algorithms, it can not only forecast operational needs with 90-95% accuracy but also fully automate shift scheduling. This significantly reduces the need for human intervention and saves managers valuable time.
"Previously, managers and shift planners spent dozens of hours creating complex schedules, which still had to be constantly adjusted due to unexpected absences or change requests. By the end of the month, they often had little time left for other tasks, finalizing schedules literally at the last minute. Thanks to our system, planning is now faster, more flexible, and more reliable," says Zdeněk Čech, who oversees the project.
✅ AI-Driven Optimization: Predicts future operational needs with high accuracy and optimizes shift planning.
✅ Flexibility: Adapts to legal requirements, operator preferences, and specific customer needs.
✅ Accessibility: Both operators and managers can easily access schedules and make adjustments via a mobile app.
One of the standout benefits is easy implementation. The solution is designed to be up and running within a few hours of deployment, requiring minimal training. It also offers an API interface for seamless integration with third-party systems and allows for payroll data export.
"Thanks to this solution, both managers and employees have a clearer overview of shifts, allowing them to focus on more important tasks. The centralization of data and automation bring greater confidence and peace of mind, ensuring everything runs smoothly without unnecessary complications. For companies operating on a shift-based model, this is a significant step towards better organization and greater transparency," adds Zdeněk Čech.
Conectart as the First Workforce Management User
The first company to implement the Workforce Management solution was Conectart, which deployed the tool in its customer support call center for Samsung. As of this year, Conectart reports a 40% improvement in operational efficiency since adopting the solution.
"Shift planning used to be primarily the responsibility of team leaders, requiring a great deal of effort and energy. Today, AI helps us by responding to operational needs in real time and scheduling shifts to ensure everything runs as smoothly as possible with minimal administrative burden. However, the goal is not to replace the human factor. On the contrary, managers can now focus more on important tasks, such as supporting their teams and developing individual employees," said Petr Studnička, CEO of Conectart.
Daktela is one of the largest SaaS companies in the Czech Republic, currently operating in seven markets and several others through partners. The company specializes in the development, delivery, and full operational support of a platform for unified customer communication and experience management. More than 1,200 companies worldwide of various sizes rely on Daktela’s software, benefiting from a single platform that integrates customer interactions across phone, email, web chat, and social media.
In the Czech Republic, Daktela gained recognition as a co-creator of the Smart Quarantine initiative during COVID-19 through the COVID19CZ initiative and the 1221 information hotline.
Today, the company employs over 170 people across the Czech Republic, Slovakia, Poland, the UK, Hungary, Serbia, and Romania. Daktela was founded in 2005 by David Hájek and Richard Baar, then 28-year-old software experts, as a telecommunications startup. In 2021, private equity fund Sandberg Capital, one of the leading technology investors in the region, acquired a majority stake in Daktela, while the company’s founders retain a minority share.
For more information, visit:
🔗 https://daktela.com
🔗 https://sandbergcapital.com
