Daktela Features
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 seamlessly.
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 offers agents the ability 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): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Concurrent User License (1.51): Ideal for businesses with fluctuating agent shifts or shared access requirements, the concurrent user license enables multiple users to share a pool of licenses. Licenses are dynamically allocated based on the number of users logged into the system simultaneously.
System Requirements
To utilize the Voice Channel License, ensure that your system meets the following requirements:
Daktela Contact Centre software version [X.X.X]
Compatible hardware and network infrastructure to support voice communication
Sufficient user licenses for all intended users or concurrent users based on your chosen licensing model
Usage Guidelines
To maximize the benefits of the Voice Channel License, consider the following best practices:
Regularly update agent skills and knowledge to ensure the smooth handling of inbound calls and effective outbound communication.
Optimize call routing configurations to minimize wait times and enhance customer satisfaction.
Utilize the preview dialler function responsibly, leveraging customer information to enhance the quality of interactions.
Conclusion
The Voice Channel License for Daktela Contact Centre equips businesses with the tools needed to excel in omnichannel communication. Whether it's managing inbound calls, engaging customers through outbound calling, or leveraging the preview dialler function, this license offers the functionality required for exceptional customer interactions.
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 offers agents the capability 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
Effortless Email Integration: Connect to email queues using IMAP/POP3 and SMTP protocols, facilitating efficient communication management.
Native Gmail and Outlook Authentication: When required, utilize existing Gmail and Outlook credentials for secure access, enhancing user convenience.
Bidirectional Communication: Empower agents to handle email interactions directly within the Daktela interface, facilitating smooth 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): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Concurrent User License (1.52): Ideal for businesses with fluctuating agent shifts or shared access requirements, the concurrent user license enables multiple users to share a pool of licenses. Licenses are dynamically allocated based on the number of users logged into the system simultaneously.
System Requirements
To utilize the E-mail Channel License, ensure that your system meets the following requirements:
Daktela Contact Centre software version [X.X.X]
IMAP4/POP3/SMTP-enabled server or Outlook / Gmail native authentication
Valid SSL certificates on the email server if encryption is to be used
Sufficient user licenses for all intended users or concurrent users based on your chosen licensing model
Conclusion
The Email Channel License for Daktela Contact Centre introduces a subtle yet impactful enhancement to your communication capabilities. Integrating email interaction with any IMAP/POP3/SMTP-enabled server or native Gmail and Outlook authentication options, this license facilitates smooth communication management while enabling agents to send and receive emails within the Daktela environment.
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
Seamless Webchat Integration: Embed a webchat button and window on your public website, providing customers with direct access to customer care through real-time chat.
Inbound Webchat Handling: Enable agents to proficiently manage inbound webchat conversations, ensuring timely responses and personalized support.
Chatbot Connectivity: Integrate chatbots using the chatbot API, offering automated assistance to enhance customer interaction efficiency.
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, providing immediate acknowledgement and direction to customers.
Licensing Options
Named User License (1.03): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Concurrent User License (1.53): Ideal for businesses with fluctuating agent shifts or shared access requirements, the concurrent user license enables multiple users to share a pool of licenses. Licenses are dynamically allocated based on the number of users logged into the system simultaneously.
System Requirements
To utilize the Webchat Channel License, ensure that your system meets the following requirements:
Daktela Contact Centre subscription
Compatible web browser
Access to the public website for web chat integration
Conclusion
The Webchat Channel License for Daktela Contact Centre introduces unobtrusive yet impactful webchat communication to your customer service repertoire. Easily integrate webchat on your public website, empower agents with effective handling tools, and utilize chatbots and decision trees for enhanced customer interaction. Elevate customer engagement modestly with this functional addition.
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): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Concurrent User License (1.54): Ideal for businesses with fluctuating agent shifts or shared access requirements, the concurrent user license enables multiple users to share a pool of licenses. Licenses are dynamically allocated based on the number of users logged into the system simultaneously.
System Requirements
To utilize the SMS Channel License, ensure that your system meets the following requirements:
Daktela Contact Centre subscription
Compatible web browser
Integration with an SMS service provider for message sending
Conclusion
The SMS Channel License for Daktela Contact Centre discreetly enhances customer engagement capabilities by integrating SMS communication. With bi-directional messaging, chat window convenience, bulk SMS options, and flexible identification methods, this license offers a practical addition to the communication toolkit.
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: Effortlessly 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.
Licensing Options
Named User License (1.05): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Concurrent User License (1.55): Ideal for businesses with fluctuating agent shifts or shared access requirements, the concurrent user license enables multiple users to share a pool of licenses. Licenses are dynamically allocated based on the number of users logged into the system simultaneously.
System Requirements
To utilize the SMS Channel License, ensure that your system meets the following requirements:
Daktela Contact Centre subscription
Compatible web browser
Integration with the respective social media platforms
WhatsApp Connector license for WhatsApp channel handling
Conclusion
The Social Channel License for Daktela Contact Centre discreetly expands the customer engagement horizon by incorporating social channels. With bi-directional messaging capabilities and a unified chat window experience, this license offers a functional enhancement to the communication toolkit.
Cloud Phone User
The Cloud Phone User product by Daktela Contact Centre extends the communication capabilities, offering flexible options for connecting and engaging the company users with your clients through inbound and outbound calls.
Features
SIP Device Connectivity: Easily link a SIP device (hardware or software) to the Daktela platform, enabling efficient inbound and outbound calls with a pack of simple routing choices.
Daktela Mobility Applications: Utilize Daktela Mobility applications, including the Daktela Mobile App, Daktela Desktop, and Daktela Web Extension, to connect to the Daktela platform, transforming them into functional phone devices.
Daktela Cloud Phone Interface: Access the Daktela Cloud Phone interface, allowing harnessing an array of extended functionalities for call-related activities.
Licensing Options
Named User License (2.01): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
System Requirements
To utilize the SMS Channel License, ensure that your system meets the following requirements:
SIP device (hardware or software) for SIP device connectivity, or
Compatible Daktela Mobility application for utilizing them as phone devices
Conclusion
The Cloud Phone User product discreetly enhances the communication toolkit by providing flexible connectivity options for inbound and outbound calls. Whether through SIP device connections, Daktela Mobility applications, or the Cloud Phone interface, this product caters to communication needs with simplicity and efficiency.
3 Months Call Recording / User
The 3 Months Call Recording product by Daktela Contact Centre offers a convenient solution for capturing and storing call interactions handled by specific users. Each user uses this package multiple times if more months of recording are required.
Features
Call Recording: Record and archive call interactions managed by designated users for a period of three months.
Licensing Options
Named User License (2.02): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Concurrent User License (2.52): Ideal for businesses with fluctuating agent shifts or shared access requirements, the concurrent user license enables multiple users to share a pool of licenses. Licenses are dynamically allocated based on the number of users logged into the system simultaneously.
System Requirements
To utilize the SMS Channel License, ensure that your system meets the following requirements:
Active Daktela Contact Centre (with Voice License) or Daktela Cloud Phone subscription
Compatible hardware or software for call handling
Conclusion
The 3 Months Call Recording product discreetly enhances the call management toolkit by providing a simple solution for recording and storing specific call interactions. Explore this feature within the Daktela suite to modestly elevate call monitoring and documentation practices.
Back-office User
The Back Office User product offered by Daktela Contact Centre introduces a solution for commenting and editing ticket parameters, enhancing ticket management capabilities.
Features
Ticket Management: Comment on and edit ticket parameters, allowing for efficient and organized back-office ticket handling.
Licensing Options
Named User License (2.03): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
System Requirements
To utilize the SMS Channel License, ensure that your system meets the following requirements:
Active Daktela Contact Centre instance
Access to the Daktela platform with appropriate user permissions
Conclusion
The Back-office User product discreetly enhances the ticket management toolkit by allowing commenting on and editing ticket parameters.
Custom Activity License
The Custom Activity License by Daktela Contact Centre offers a versatile solution for working with and managing custom activities, enhancing operational flexibility.
Features
Custom Activity Handling: Manage and work with custom activities, providing the flexibility to tailor operations to unique business needs.
Licensing Options
Named User License (2.04): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
System Requirements
To utilize the SMS Channel License, ensure that your system meets the following requirements:
Active Daktela Contact Centre subscription
Access to the Daktela platform with appropriate user permissions
Conclusion
The Custom Activity License discreetly enhances operational capabilities within the Daktela suite by providing the ability to manage and work with custom activities.
License Bundles
Including license bundle options extends a comprehensive solution for addressing diverse operational needs. This feature ensures flexibility in meeting various requirements within the Daktela Contact Centre environment.
The bundles require purchasing all the included licenses as a package and primarily serve as a pre-discounted product. It is not possible to break down individual license packages. It is, however, possible to allocate licenses in one package to multiple users.
Available bundles
(3.01) Voice + E-mail (Named User)
(3.02) Voice + E-mail + Webchat (Named User)
(3.03) Voice + E-mail + Social (Named User)
(3.09) All Channels (Named User)
(3.51) Voice + E-mail (Concurrent User)
(3.52) Voice + E-mail + Webchat (Concurrent User)
(3.53) Voice + E-mail + Social (Concurrent User)
(3.59) All Channels (Concurrent User)
CRM & Contact History Package
The CRM & Contact History Package, integrated with Daktela Contact Centre, offers essential tools to enhance customer care and communication management.
Features
Internal CRM Module Access: Access Daktela Contact Centre's internal CRM module, enabling customer information management and interaction tracking.
Consolidated Communication History: Consolidate customer communication history within the CRM module, providing a view of interactions, tickets, and other related information.
External CRM Integration: Leverage built-in functionalities for selected SaaS CRM solutions, enabling integration for a broader range of customer relationship management options.
Licensing Options
Named User License (4.01): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Concurrent User License (4.51): Ideal for businesses with fluctuating agent shifts or shared access requirements, the concurrent user license enables multiple users to share a pool of licenses. Licenses are dynamically allocated based on the number of users logged into the system simultaneously.
Conclusion
The CRM & Contact History Package extends the capabilities of Daktela Contact Centre by providing direct access to the internal CRM module, consolidating communication history, and facilitating integration with external CRM solutions. With flexible licensing options and straightforward system requirements, businesses can optimize customer care and relationship management efficiently.
Outbound Dialling Package
The Outbound Dialling Package, a valuable addition to Daktela Contact Centre, empowers effective outbound campaigns with advanced dialling capabilities.
Features
Progressive and Predictive Diallers: Utilize progressive and predictive diallers for outbound campaigns, ensuring optimized call management and increased agent efficiency.
Licensing Options
Named User License (4.02): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Concurrent User License (4.52): Ideal for businesses with fluctuating agent shifts or shared access requirements, the concurrent user license enables multiple users to share a pool of licenses. Licenses are dynamically allocated based on the number of users logged into the system simultaneously.
Conclusion
The Outbound Dialling Package enhances Daktela Contact Centre capabilities by offering progressive and predictive dialling functionalities for outbound campaigns. By providing flexible licensing options and adhering to system requirements, this package enables businesses to efficiently manage outbound communication and achieve improved agent productivity.
Text AI Features
The Text AI Features, integrated within Daktela Contact Centre, enhance communication efficiency and effectiveness with a range of capabilities.
Features
Summarization: Summarize the content of tickets or customer interactions, providing a quick overview of the issues being currently solved.
Rephrasing: Rephrase the content of emails or web chats to align with specific communication styles—whether it's formal, friendly, shorter, or longer—ensuring optimal messages for customers.
Translation: Translate written communication across a variety of languages, facilitating smooth multilingual interactions and eliminating language barriers.
Automatic Email Categorisation and Tagging: Automatically categorize and tag incoming emails, enabling efficient organization and routing for improved response times and customer satisfaction.
Licensing Options
Named User License (4.03): Suitable for organizations with a fixed number of dedicated agents, the named user license requires one license per user in the system. Each licensed user has exclusive access to the designated features and functionalities.
Conclusion
The Text AI Features enrich Daktela Contact Centre with capabilities that optimize communication processes. Summarization, rephrasing, translation, and automatic email categorization and tagging work harmoniously to improve communication efficiency and provide a more personalized customer experience. With adaptable licensing options and defined system requirements, businesses can harness the power of AI-driven text enhancements to enhance customer interactions.
Robocaller
The Robocaller, an integral component of Daktela Contact Centre, facilitates efficient and automated outbound communication through the following capabilities.
Features
Automated Calls with Preconfigured Messages: Initiate calls to a list of customers using preconfigured messages, which can include prerecorded voice messages or other predefined forms of communication.
Licensing Options
Licensing for the Robocaller is based on the concept of threads. A thread represents a concurrent set of calls that dial numbers one by one. Choose the thread-based licensing model that aligns with your communication volume and business needs.
Conclusion
The Robocaller module, integrated within Daktela Contact Centre, empowers businesses with automated outbound communication capabilities. By offering preconfigured message options and flexible thread-based licensing, organizations can efficiently reach out to customers and stakeholders. Adhering to system requirements ensures optimal performance, making the Robocaller a valuable tool for enhancing communication efficiency and customer engagement.
Voice Automation Package
The Voice Automation Package, a comprehensive addition to Daktela Contact Centre, empowers dynamic voice interactions and efficient call steering through the following capabilities.
Features
Text-To-Speech Functionality: Craft IVR messages using text and dynamic placeholders. Utilize the API to call your own application, enabling dynamic messages to be spoken to customers, enhancing voice interactions and engagement.
Call Steering: Enable customers to navigate through IVR menus using voice commands exclusively, making their experience much better and improving call efficiency.
Licensing Options
Licensing for the Voice Automation Package is based on a per Daktela installation basis. This straightforward licensing model ensures optimal accessibility and utilization of the package's voice automation functionalities.
Conclusion
The Voice Automation Package enhances Daktela Contact Centre's capabilities by offering dynamic voice interactions and efficient call steering. With text-to-speech functionality and voice-based IVR navigation, businesses can provide engaging customer experiences.
Business Intelligence Package
The Business Intelligence Package, an essential extension for Daktela Contact Centre, empowers data-driven decision-making and advanced reporting through the following capabilities.
Features
Data Warehousing with Google BigQuery: Load all relevant data into Google BigQuery, enabling centralized and structured storage of your contact center information.
Interactive Reporting with Google Looker Studio: Utilize Google Looker Studio to build interactive and visually appealing reports, extracting valuable insights from your data and enhancing data-driven decision-making.
Licensing Options
Licensing for the Voice Automation Package is based on a per Daktela installation basis. This straightforward licensing model ensures optimal accessibility and utilization of the package's voice automation functionalities.
Conclusion
The Business Intelligence Package enhances Daktela Contact Centre's capabilities by offering robust data warehousing and interactive reporting functionalities. With data loaded into Google BigQuery and interactive reports built using Google Looker Studio, businesses can extract actionable insights to optimize operations and strategic decision-making.
Answering Machine Detection Package
The Answering Machine Detection Package, a valuable enhancement for Daktela Contact Centre, streamlines call handling processes by offering the following capabilities.
Features
Automatic Detection of Voicemails and Automated Systems: Identify voicemails and other automated response systems using advanced detection algorithms, ensuring efficient call routing and agent utilization.
Automated Call Flagging: Automatically assign specific status flags to calls identified as voicemails or automated responses, enabling accurate call categorization and follow-up actions.
Licensing Options
Access the benefits of the Answering Machine Detection Package with an inclusive licensing model. The package includes the first 50,000 detection requests, and thereafter, additional requests are available in increments of 1,000, allowing flexibility as your call volume and needs evolve.
Conclusion
The Answering Machine Detection Package extends Daktela Contact Centre's capabilities by providing automatic voicemail and automated system detection. With automated call flagging, businesses can efficiently manage call categorization and responses.