Daktela Workforce Management (WFM)

Daktela WFM helps you better manage traffic in the contact centre and any shift operation. Artificial intelligence helps model the ideal shift plan and predict future traffic with a 95% accuracy rate.

Daktela Workforce Management (WFM) is a workforce optimisation tool that helps contact centres and customer care streamline operations. It provides real-time insight into agent performance, scheduling and other vital areas.

Daktela WFM uses artificial intelligence and machine learning algorithms to analyse large amounts of data to optimise the shift schedule of agents and other workers, reduce labour costs and increase overall productivity. Daktela WFM enables contact centres and other departments to manage their workforce effectively and provides them with the ideal tool to meet the demands of their customers. Thanks to Daktela WFM, you will achieve operational efficiency.

Traffic prediction using artificial intelligence

We use our own sophisticated artificial intelligence algorithms to predict traffic in the coming months as accurately as possible. Using software that can predict the contact centre’s operation in the following period is a fundamental advantage for companies. With this information, managers can proactively plan and allocate resources, such as headcount, to ensure they can meet customer demand effectively.

This can help reduce waiting times, increase customer satisfaction and ensure smooth service operations. Additionally, accurate traffic forecasts allow managers to optimise planning and budgeting, increasing operational efficiency and cost savings.

Creation of an optimal shift plan

Daktela WFM can determine the best shift schedule combination for your contact centre operation. We consider various factors, such as employee preferences, skill level, availability and workload, to generate optimised shift plans that maximise productivity and minimise labour costs.

The ability to automate this process helps managers save time and effort because they no longer have to create schedules or resolve scheduling conflicts manually. Using this software can also help reduce errors and ensure that schedules are set fairly for all employees. This, in turn, can increase employee satisfaction and morale, leading to greater loyalty to the company and reduced turnover.

Integration with the Daktela system

Our specialists develop the Daktela WFM and the Daktela contact centre; easy integration is one of our top priorities. Logging into both applications is uniform, and all previous traffic from the Daktela installation is automatically imported in a few clicks.