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)
4.04 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 Business Intelligence Package is based on a per Daktela installation basis. This straightforward licensing model ensures optimal accessibility and utilisation 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
4.09/4.10 Smart Transcription (STT)
Automatically transcribe interactions between agents and customers, enabling you to use AI to extract summaries, keywords, topics, and sentiments to provide a comprehensive understanding of each call.
Features
Call transcription: After each call, immediately transcribe the conversation.
Smart information: The transcription can be used as a basis to automatically identify the topic, summary, keywords, and sentiment and any other properties of each call, and conveniently save this valuable information with the call is Listings, and to perform automated AI QA reviews.
Licensing
The price consists of a minimum licence fee (4.09) + cost per transcribed minute (4.10)
The minimum licence fee includes 5.000 transcribed minutes, and when exceeded, the pay-as-you-go charge starts to apply for each additional minute
Daktela Copilot
Daktela Copilot (known as Text AI Features before version 2024.1), integrated within Daktela Contact Centre, enhances communication efficiency and effectiveness of individual agents 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.
Custom GPT Prompts: Set up own GPT prompts for agents to use while writing emails or chats. E.g. adding a translation of a new language, suggesting reasons for visiting a holiday destination etc.
Licensing Options
Daktela Copilot - Named User License (4.11)
4.14 AI Power Pack
AI Power Pack
The AI Power Pack is an add-on service that uses AI to automate back-end processes that enable to contact centres to operate more efficiently. To use AI Topics and AI QA with calls, you must also have 4.09/4.10 Smart Call Transcription.
Features
AI Topics: Use AI to automatically analyse your activities after they are completed by the agent. Common use cases include sentiment analysis and automatic keyword selection to gain insights and easily find specific interaction types, as AI Topics in your activities are searchable. Using automatic post-activity summarisation, agents need not worry about filling it out manually and can focus on what's important—great customer care. The functionality is completely customisable, so you can set it up exactly according to your needs.
AI QA: Automate your QA Reviews. Let AI take care of filling out your QA forms automatically, allowing you to perform Quality Analysis of a much larger percentage of your contact centre interactions. Don't need every activity analysed? Set up conditions and only analyse the activities that you need based on activity parameters such as status or duration.
Automatic Email Categorisation and Tagging: Automatically categorise and tag incoming emails, enabling efficient organisation and routing for improved response times and customer satisfaction
Licensing Options
Licensing is based on Tokens, where each type of AI Power Pack use has a certain Token price – see below.
AI Power Pack – monthly fee (includes 80k tokens) – 4.12
AI Power Pack – additional 80k tokens – 4.13
Token Usage
AI Topics and AI QA:
15 Tokens per question in either AI Topics or AI QA
Example: A webchat queue has 3 questions set up in AI Topics and 10 questions in its AI QA form. Each activity in that queue will cost 195 Tokens – 45 for AI Topics and 150 for AI QA.
Email Categorisation and Tagging:
1 Token per Email Categorisation
1 Token per Email Status addition