Contact centre and call centre software with its own AI
Automate up to 90% of requests. Calls, emails, live chat, SMS, WhatsApp and Facebook in one app. IVR, dialler, a ticketing helpdesk and the knowledge base are all handled by the agent from a single interface — with no switching between systems.
One interface for calls, emails, chats and tickets
The agent sees the customer's entire history across every channel, without switching between apps. Daktela customers have cut response times by up to 47%.
Omnichannel in one window
Phone, email, webchat, SMS, WhatsApp, Facebook and Instagram all land in one queue. History follows the customer, not the channel — the agent never opens seven apps.
You only pay for the channels you use
Start with just calls and a helpdesk if you like. Add SMS, a voicebot or workforce management when you need them — modules can change as the team grows.
Support in your language and a 24/7 SLA
A 24/7 SLA is included as standard at no extra cost, and you get support in your own language. Our own team helps with the rollout and the integrations, not an external partner.
Channels and features
Every communication channel in one app
Let your customers choose how they get in touch. You serve them from a single queue.
Inbound calls and IVR
IVR voice menu, priority queues, routing based on customer history and call recording. Missed calls go back into the queue automatically.
Helpdesk and ticketing system
Every email, chat and call is stored as a ticket with a category, an SLA and custom views. Daktela customers resolve up to 52% more emails per agent this way.
Live chat and webchat
Webchat on your site and in your e-shop, proactive chat invitations based on visitor behaviour, and handover from chatbot to agent without losing context.
Social media and WhatsApp
Messages and comments from Facebook, Instagram and WhatsApp Business land in the same queue as emails. No switching to Business Suite.
Outbound campaigns and dialler
Manual, progressive and predictive dialler, call scripts, recycling of unreached contacts and success measurement for every campaign.
Bulk SMS
Individual messages and bulk SMS campaigns with your own sender ID, templates and automatic order-status notifications.
Wallboards and reporting
Real-time wallboards for running your queues, ready-made contact centre reports and custom overviews you can export to Power BI or BigQuery.
Knowledge base
An internal knowledge base with folder-level access control. The agent finds the answer during the call, without ringing a colleague.
Your contact centre on mobile, desktop and in the browser
The agent logs in from anywhere — the office, home or on the way to a customer.
Mobile app
Calls, chats, emails and tickets on your phone, for iOS and Android. Work done in the field lands in the same customer history as work from the office.
Voicebots and chatbots handle the repetitive questions, while Copilot suggests answers to your agents. Daktela customers automate up to 90% of customer interactions this way.
AI voicebot
Handles inbound questions and outbound campaigns in a natural voice, around the clock and with a 98% delivery rate.
Out-of-the-box integrations including CRM contact synchronisation, CTI panels, SSO providers and workflow optimisation tools.
How to start
From the first call to going live in 2–4 weeks
We run the rollout. You bring the processes; we bring the setup, the integrations and agent training.
01
Traffic analysis
We go through your channels, queues and call volumes and tell you which modules you actually need — and which you don't.
02
A demo on your scenario
We show Daktela on your own traffic, not on a generic deck. Then you get two weeks to try it yourself.
03
Setup and integrations
We connect Daktela to your CRM, e-shop or ERP, configure IVR, queues and templates, and train your agents.
04
Operation and 24/7 support
After go-live we tune availability and queue load. Support in your language and a 24/7 SLA come as standard.
Pricing
You only pay for the modules you actually use
Build your licence from the channels your team actually handles, and add optional modules such as a voicebot, bulk SMS or workforce management. Specific prices are published openly in the price list.
Contact centre software brings together every channel customers reach you on — calls, email, live chat, SMS and social media — into one queue and one agent interface. It usually also includes a ticketing helpdesk, IVR, reporting and a knowledge base.
What is the difference between a call centre and a contact centre?
A call centre only handles phone calls. A contact centre adds email, live chat, SMS and social media to voice — the customer picks the channel and you keep the whole communication history in one place.
Which communication channels does Daktela support?
Inbound and outbound calls, email and helpdesk, webchat and live chat, individual and bulk SMS, WhatsApp Business, Facebook Messenger and Instagram — including comments under posts.
Does Daktela have a voicebot and an AI chatbot?
Yes, Daktela has its own AI. The voicebot handles inbound calls and outbound campaigns, the AI chatbot answers on your site and in your e-shop, and Copilot prompts your agents. Customers automate up to 90% of interactions with them.
How long does a contact centre rollout take?
A standard rollout takes 2–4 weeks, including integration with your CRM or e-shop and agent training. You can go live with calls and emails even sooner.
How much does contact centre software cost?
You pay per agent and only for the channels and modules you use. Specific prices are in the Daktela price list; support in your language and a 24/7 SLA come as standard at no extra cost.
