Call Steering –

Routing Calls Using Speech Recognition

Daktela supports Call Steering – a technology that allows you to take advantage of today’s rapidly evolving Speech Recognition technology. Call Steering can be used to complement or replace legacy Interactive Voice Response (IVR) functionality as required. Callers into your Contact Centre no longer have to navigate through annoying voice-driven menus. Now customers can speak commands directly to the Daktela system, stating which team or person they wish to be connected to. They are then connected through to the correct agent for their query.

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Call Steering allows you to deliver a smoother customer-to-agent experience. It saves time and is easier for customers to use. It does so by reducing wait times and managing call queues more efficiently, providing an improved experience for the customer.

For example, let’s assume a customer calls into a Travel Agency and hears this recorded message:  “Hello, you have reached Travel Agency XY. If you are interested in a specific destination, please say the name of the destination after the tone and you will be connected to an agent who can assist you with your query”. The system instantly analyses the customer’s speech and the call is automatically routed to the correct Agent.

Basic features

Call Steering – Routing to Queues

Customers calling into your Contact Centre can say a word or phrase that indicates their area of interest. Daktela automatically routes the call to the queue which has been designed to respond to the specific words or phrases.

Call Steering – Routing to Operators

Customers calling into your Contact Centre can also say a keyword associated with their query. Daktela will automatically route the call to the relevant Agent best suited to deal with this query.

Call Steering – Call Transcription Widget

We also provide a widget which will record to text a transcript of the customer’s spoken words into your Contact Centre. This Call Transcription widget can be added to the screens of your Contact Centre Agents , providing them with a text–based log of what the customer has said.

Custom solutions using API (Application Program Interface)

We support more sophisticated or bespoke applications via our API. For example, Daktela’s API allows for captured words and phrases to be passed to an external application which could respond to calls as required.

Faster and more convenient call handling

Using this precise routing of calls to the correct queues and operators in your Contact Centre, your clients will benefit from more streamlined and efficient call handling without any unnecessary call transfers or call forwarding.

Multi-Language Support

We offer state-of-the-art Speech Recognition technology with a truly international reach. Currently we can support more than 60 languages and continue to add to this as required.

Use cases

In standard operation, we can route incoming calls to the right person based on recognition of an individual’s name.

In Contact centre operation, we can route incoming calls to an individual Agent based on the recognition of their name.

We can route customer calls to a particular team or department without the need for fixed or IVR call menus, simply say “SALES” or “SUPPORT” etc.

Verification of the caller’s identity based on a specific reference number listed in a contract or document.

Recognition of streams of spoken text and/or numbers (for example a Car License Number), when used in the insurance sector to log a claim prior to putting the call through to the correct agent.

Incorporate Speech Recognition into Outbound call campaigns. Use automated customer satisfaction surveys where the customer may be asked to verbally score a product or service. This may be accompanied by an additional comment that is logged as text within the transcript of the call.

More details

If you would like to learn more about Call Steering or Daktela’s call management solutions please contact us.


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