The company Daktela, which has over 17 years of experience in developing and providing solutions for contact centers and in the field of artificial intelligence (AI), has opened its branch in Serbia. It is a global supplier of CSaaS (Contact Center as a Solution) software and is one of the leaders in the region of Southeast Europe. The company currently has its branches in Dubai, Great Britain, Hungary, Czech Republic, Slovakia, Poland, Slovenia, Serbia, Romania, Philippines and currently serves over 1,000 companies, military institutions and governments from all over the world.
– From our point of view, Serbia is a dynamically developing market with great potential. Companies from various industries are starting to focus on developing a great user experience. They are looking for automated solutions to better manage their customer care processes and procedures. All this leads to better business results and increased sales, and we are recognized in business circles as a company that manages to create authentic relationships with customers through its solution – says David Hájek, founder of software company Daktela, according to the announcement.
Hájek adds that there is no regional CSaaS solution provider, and global providers may not always be able to provide good enough support to their customers in their local language.
– Due to all of the above, our competitive advantage is not based only on the product we developed and of which we are very proud, but also on excellent care and support in the local language, which could be more important, especially for companies from Serbia and the region. People no longer just want to hear each other when communicating remotely. They want to see each other, but also to have quality support at all times – points out David Hájek, general director of Daktela, on the occasion of the opening of the branch in Serbia.
Dactela is primarily a cloud contact center and communication software that includes a basic but very affordable CRM module. Dactela covers the most important needs of every small, medium and large business and contact center. In the case of larger companies, with very complex needs, it’s usually the omni-channel part of the communication that doesn’t work optimally – and that’s where Dactela comes in.
– Our advantage is that we can connect to all the most popular CRM systems via REST API and improve their communication aspect. In other words, Daktela is a one-stop solution for small and medium-sized companies and an add-on for improving communication with complex CRM systems – David Hájek states and adds: “We also provide a ticket system that provides assistance to call center managers and provides a 360-degree overview of all customer information . So when a customer contacts the company, the agent can immediately access the solution to the task. At the same time, with skills-based routing, customers come straight to the agent best suited to solve their queries.”
Agents don’t have to phase between several different tools and systems, which has been the case in most systems until now. Dactela can connect and work with the company’s existing systems, and the software allows all people in the company to work together, in one place. All this is supported by a modern and secure infrastructure in the cloud, as well as a 24/7 technical support team.
– Any company or firm that wants to improve communication with its users and raise this relationship to a higher level is our potential client. Companies that have recognized the importance of a great customer experience contact us to help them achieve just that. And this not only improves their service, but also optimizes processes and completely reduces costs. Also, it can be a company from any industry, and no client is too big or too small for us – says Hájek.
Daktela globally provides services to large business players of e-commerce, IT companies, logistics companies, retailers, travel agencies, polyclinics and many others, and offers all interested companies a free trial period, in order to see the advantages of the system, but also to enable system to adapt to their needs.
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