1. Core Licenses
1.01/1.51 Voice Channel License
The Voice Channel License is a comprehensive offering from Daktela Contact Centre that enables users to handle calls efficiently. This license, available in two variants – named user and concurrent user, empowers organizations to manage inbound and outbound voice interactions.
Features
Inbound Call Management: With the Voice Channel License, agents gain the capability to handle incoming calls from customers and prospects. The system facilitates efficient call routing and distribution, ensuring prompt and personalized responses to each caller.
Outbound Calling: This license allows users to initiate outbound calls, supporting proactive customer engagement, lead generation, and follow-ups. Organizations can reach out to their audience and foster stronger relationships.
Preview Dialler Function: The preview dialler function allows agents to review customer information before placing outbound calls. This feature ensures agents are well-informed, allowing them to tailor their approach and improve the overall quality of interactions.
Licensing Options
Named User License (1.01)
Concurrent User License (1.51)
1.02/1.52 E-mail Channel License
The Email Channel License for Daktela Contact Centre introduces email integration to a customer communication toolkit. Enabling direct connectivity to email queues through IMAP/POP3 and SMTP, this license allows agents to send and receive emails effortlessly. With support for native Gmail and Outlook authentication when needed, this license ensures a practical approach to email management within the Daktela Contact Centre environment.
Features
Email Integration: Connect to email mailboxes using IMAP/POP3 and SMTP protocols
Native Gmail and Outlook Authentication: When required, utilize existing Gmail and Outlook credentials for secure access, enhancing user convenience.
Bidirectional E-mail Communication: Empower agents to handle email interactions directly within the Daktela interface, facilitating two-way communication.
Simplified Case Handling: Convert emails into actionable support cases, assign tasks, and monitor resolution progress for enhanced efficiency.
Automatic e-mail distribution: Automatically distribute incoming emails among agents with the Email Channel License's automated distribution feature.
Licensing Options
Named User License (1.02)
Concurrent User License (1.52)
System Requirements
To utilize the E-mail Channel License correctly, ensure that your system meets the following requirements:
IMAP4/POP3/SMTP-enabled server or Outlook / Gmail native authentication
Valid SSL certificates on the email server if encryption is to be used
1.03/1.53 Webchat Channel License
This license integrates web chat communication into your public website, offering efficient customer care and engagement through chat. Empower agents with streamlined inbound web chat handling, chatbot capabilities, and a user-friendly decision tree builder, ensuring a seamless customer service experience.
Features
Direct Web Integration: Embed a webchat button and window on your public website, giving customers direct access to customer care through real-time chat
Inbound Webchat Handling: Enable agents to handle inbound webchat conversations
Chatbot Connectivity: Integrate chatbots using the chatbot API
Decision Tree Builder: Utilize the decision tree builder within the chat window to create simple and effective interaction paths
Custom Frontend Templates: Tailor the webchat's appearance on your public page using custom frontend templates that align with your branding
Automated Messages: Deploy automated messages for inbound communication
Click-To-Call: Embed a click-to-call window enabling customers to schedule phone calls with contact centre agents
Licensing Options
Named User License (1.03)
Concurrent User License (1.53)
System Requirements
To utilize the Webchat Channel License correctly, ensure that your system meets the following requirements:
Access to the public website for web chat integration
1.04/1.54 SMS Channel License
The SMS Channel License for Daktela Contact Centre is a versatile tool that integrates SMS communication into a customer engagement strategy, enriching interaction capabilities.
Features
Bi-Directional SMS Messaging: Facilitate efficient and responsive communication by sending and receiving SMS messages directly from the platform
Chat Window View: Utilize an intuitive chat window interface for SMS conversations, ensuring organized and user-friendly exchanges
Bulk SMS Sending Tool: Enhance your outreach by using the bulk SMS sending tool, enabling communication with a wider audience
Flexible Identification Options: Choose from various identification methods, including shortcode, fixed number, mobile number, or alfanum (based on availability), adapting to operational needs
Licensing Options
Named User License (1.04)
Concurrent User License (1.54)
1.05/1.55 Social Channel License
The Social Channel License for Daktela Contact Centre extends communication reach by integrating social channels such as Facebook Messenger, WhatsApp, Viber, and Instagram Direct Messages into a customer engagement strategy.
Features
Bi-Directional Social Messaging: Communicate via popular social channels, including Facebook Messenger, WhatsApp, Viber, and Instagram Direct Messages. Most of these platforms allow outbound messaging following the receipt of inbound messages, adhering to platform-specific policies.
Chat Window View: Utilize a convenient chat window interface for efficient social channel conversations, enhancing customer interactions
Comments Handling: Handle comments on Facebook and Instagram posts, enabling agents to engage with and moderate the discussions on their posts by responding, hiding, or deleting comments as needed (based on specific platform features policy)
Licensing Options
Named User License (1.05)
Concurrent User License (1.55)
System Requirements
To utilize the Social Channel License correctly, ensure that your system meets the following requirements:
Integration with the respective social media platforms
WhatsApp Connector license for WhatsApp channel handling