Daktela Review: Omnichannel Contact Center Software
Daktela helps mid-market and enterprise customer support teams manage multiple communication channels in one place. It may be useful for organizations looking to automate repetitive inquiries using AI bots.
At a glance
- Category
- Customer Support
- Best for
- Mid-Market Companies, Enterprise Companies, Customer Support Teams, High-volume contact centers
- Pricing
- Pricing starts at €12-30 per user per month per channel, with bundled packages ranging from €50-86 per user per month. A 14-day free trial is available.
- Key use cases
- Unifying Communication Channels, Automating Common Inquiries, Managing Remote Support Teams, Monitoring Contact Center KPIs
- Integrations
- CRM integration, REST API, PHP SDK, JS SDK, Dart SDK
- Official website
- daktela.com
Daktela is a cloud-based Contact Centre as a Service (CCaaS) platform designed to unify customer communications. It supports a wide range of channels, including voice, email, webchat, SMS, and various social media platforms, allowing agents to view a customer's full history in a single thread.
The software is designed for mid-market and enterprise companies, particularly those in sectors like e-commerce, financial services, and healthcare. It includes a suite of AI tools—such as chatbots and voicebots—intended to handle common queries automatically before they reach a human agent.
Beyond basic communication, the platform provides operational tools like workforce management for agent scheduling and real-time analytics for monitoring performance. Buyers should confirm that while the core platform is flexible, some advanced AI features and long-term call recording storage are available as additional paid add-ons.
Key Features
Centralizes voice, email, chat, SMS, and social media interactions into a single customer thread.
Includes chatbots, voicebots, and emailbots designed to handle frequent customer inquiries automatically.
An AI-driven assistant that supports agents with rephrasing, summarizing, and translating written communication.
Provides tools for agent scheduling, shift planning, and traffic prediction.
Features dashboards and wallboards to monitor connected operators and track historical performance.
A digital telephony solution that replaces traditional landlines and supports internal free calls.
Use Cases
Bringing voice, email, and social media into one platform to manage communications in one place.
Using AI chatbots and voicebots to handle repetitive tasks and basic customer questions.
Utilizing cloud telephony and mobile apps to support agent work from various locations.
Tracking SLA performance and agent metrics through real-time reporting panels.
Best For
Integrations
Pricing
Pricing starts at €12-30 per user per month per channel, with bundled packages ranging from €50-86 per user per month. A 14-day free trial is available.
FAQ
Pricing is based on a per-user, per-month fee determined by the channels enabled, with discounted bundles available for combining voice, email, and webchat.
No, Daktela does not require a minimum number of licenses, allowing businesses to start with a single license and scale as needed.
There is a one-off setup fee starting from €300 for instance provisioning and onboarding; most customers go live within a few days after signing.
No, Daktela is a software-only provider. They provide the platform and infrastructure, but the customer is responsible for staffing their own agents.
Source category: Customer Support
Source subcategory: Contact Center
