4. Add-On Bundles
4.01/4.51 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)
Concurrent User License (4.51)
4.02/4.52 Outbound Dialling Package
The Outbound Dialling Package, a valuable addition to Daktela Contact Centre, empowers effective outbound campaigns with advanced dialling capabilities.
Features
Progressive Dialler: A progressive dialer automatically dials a single phone number for each available call centre agent, ensuring that agents are connected to calls sequentially. When an agent becomes available, the dialer initiates a call and, upon answering, connects the call to that agent. This method allows for a more controlled pace of calls, ideal for scenarios requiring personalized interaction and compliance adherence.
Predictive Dialler: A predictive dialer employs algorithms to automatically dial multiple phone numbers simultaneously, predicting the number of concurrent calls based on very recent historical data. It tries to filter out busy signals, voicemails, and unanswered calls (if the signalisation permits so), connecting agents to live conversations while optimizing call centre efficiency. This approach maximizes agent talk time but can lead to occasional delays or dropped calls when predictions are inaccurate.
Licensing Options
Named User License (4.02)
Concurrent User License (4.52)
4.03 Text AI Features
The Text AI Features, integrated within Daktela Contact Centre, enhance communication efficiency and effectiveness with various 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 various 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)
4.04 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, including 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 individually. Choose the thread-based licensing model that aligns with your communication volume and business needs.
4.05 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.
4.06 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.
4.07/4.08 Answering Machine Detection Package
Answering Machine Detection is a feature enabling automatic dialler queues the ability to detect voicemail and automatic responses on the callees' side. It is powered by an Artificial Intelligence standard training-testing classification model. It operates with an accuracy usually >90%, though it's important to note that the task is probabilistic and the results may vary in time and depend on various factors.
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 (4.07) includes the first 50,000 detection requests, and thereafter, additional requests are available in increments of 1,000 (4.08), allowing flexibility as the call volume and needs evolve.
Languages
Currently, the following languages are available:
Czech - cze
Polish - pol
Spanish (Spain) - esp
Spanish (Mexico) - mex
Romanian - ro
German - de
Slovak - sk
Hungarian - hu
Ukrainian - ua