Call Centre Software for Small Business

Enjoy over 200+ features in our solution!

Daktela provides effective, affordable, and easy-to-use call center software for small businesses. We are a cloud based small business call center solution that offers support for phone, email, webchat, sms, viber and whatsapp communication channels in one web application.

Our call center software for small businesses offers reliable and cost-effective voice and SMS services. You can activate new phone numbers or port-in existing numbers from more than 60 countries. Daktela is trusted by more than 900 customers in Europe.


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Call Centre Software Features You'll Love


Call Recording

Call Recording of both incoming and outgoing calls is a standard feature. This includes all transferred calls both internal and external. All the recordings can be retrieved and played from the web interface provided. It is also possible to download recordings in bulk.


Call Queues

The configuration of call queues can employ a range of different attributes. The most common ones are priority levels, customized announcements, and welcome voice prompts. All are linked to different customer requirements.


IVR

Daktela provides you with an infinite number of IVR tree options. These trees can also be linked together to form a chain. You can configure everything through our web interface, including recording your own messages. All IVR activity is also stored for reporting purposes.

Contact card with communication history

By way of an incoming call, the customer's contact card is automatically opened. Once the call is ended, the customer contact card is automatically updated without any manual setting done by the agent. Thus, a thorough communication history with the customer is created.

Missed Calls Management

Daktela provides an intelligent missed calls management system. Any missed call numbers are stored and agents can then call these numbers back as needed. You are also able to see statistics and reports on missed calls.

Priorities and skillsets

Queues can be set up with a range of differing skill and priority settings. Once configured, the system always chooses the best and most suitable agent for each particular call. You can change all configuration settings instantly.

Intelligent Call Routing Software

Daktela call routing software allows for the intelligent call routing of incoming calls to agents. Our LastAgent software routes calls to the person that last spoke with the customer. This ensures that the customer does not have to explain their problem again, saving time for both parties.

Historical statistics and reports

Daktela Call Management Software Reporting offers a wide range of predefined historical reports for all supported communication channels. It can be used by team leaders to evaluate the performance of their contact center.

Predictive Dialer

Using our solution helps maximize agent utilization and cost efficiency in the contact center. The system is set up to call a list of telephone numbers. It screens out all unproductive calls to ensure it only connects a waiting agent to a live customer.


Drive Great Customer Experiences
With Small Business Call Centre Software




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Start managing your small business call center in minutes. Take a further look at all the options and features of our Call Center Software with a demo account. Here you can try all the functions of our Cloud based Contact Center software for small businesses.



Never Miss a Phone Call with Our Contact Center Software for Small Business


Inbound

Daktela small business call center software makes it simple to manage your inbound call routing. Conditional call routing, uses context-based inputs and other versatile selection capabilities. The Call Center core is based on the Incoming call queues and IVR menus and can be reached by using direct phone numbers (DID, DDI). Call recording, missed call processing, priorities, skills and much more are included.


Campaigns

Choose your best dialler option for small business call center software. Outbound campaigns with manual, progressive or predictive mode are possible. Drag and drop system for creating call scripts is also an option. Daktela Campaign Module allows you to easily import phone numbers, including a clear web-based call-script configuration that will be displayed for operators while on a call.

Email

Integrated, full featured multichannel support with a wide range of reports and statistics to monitor agent and organizational performance. This includes integration with company email. Automatically categorize incoming requests - eg. setting ticket category, priority, SLA and owner. Comments and attachments are also possible.

Web Chat

Adding web chat was never so easy. Use predefined design or create your own template. Visitor tracking, multi chat and survey support add to your website or e-shop web live chat. It is a popular communication channel which should not be missed out on any sales web. Chat transfers and consultation. Visitor tracking.

SMS Chat

Enables communication with your customers via SMS messages. Those SMS messages are brought together into communication threads. Supports all mobile phones which can send/receive a simple SMS message. Handles multiple SMS chats and SMS chat transcripts.

Facebook Messenger

Communicate with your customers over the largest social network in the world. Including attachment and picture support, Facebook Messenger allows quick and simple interconnection of your Facebook customers with Daktela contact center agents. Facebook Messenger allows multiple chats at the same time.

Robocaller

Daktela Robocaller can be used for automated, robotic dialing of contacts, without operators. This is a special outbound campaign with phone numbers that Daktela dials automatically according to specific set up definitions. Statistics and reporting are included, as well as maximal simultaneous calls.

CRM

Our own integrated and fully supported CRM solution can be used as a Ticketing system for default handling or a true CRM solution with full histories of all customer interactions. This includes attachments and contact forms, automatic communication history and import and export.

Realtime Reporting

Statistics and reporting are possible in real time. Realtime and historical statistics are in one place for all channels. Many preinstalled statistics are included. It is also possible to create custom statistics. A Realtime panel with live monitoring is available. An LCD Wallboard is included as well as advanced filtering based on many parameters - users, queues, time, call statuses, etc.

Conference System

Daktela PBX has a basic module high-end conference system. You can easily create a conference room protected by a PIN and if required configure the Public Switched Telephone Network (PSTN)incoming phone number so participants can call in from all over the world. We also provide Cloud PBX or PBX on premise.

LCD Wallboard

Dashboards can be customized to fit the roles and responsibilities of each individual user. There are a variety of dashboard widgets for integration, reporting and functionality. LCD Wallboard is a web application for a clear display of the immediate status of the call center, optimized for LCD screens but works on regular computer screens as well.

Mobile Application

Core functionality of the Daktela V6 application is accessible also via mobile application for Android and iOS (iPhone, iPad). You are able to handle communication with your customers or manage your contact center wherever you are, from an environment that is native to your phone.

Call Steering

Customers calling into your Contact Centre now have the ability to speak a particular word or phrase. Daktela automatically switches the call to the queue which has been associated with those words or phrases. Faster and more convenient call handling. Multi-Language Support.

Click to Call

Click-to-Call gives you the ability to add a call back widget to your website. Site visitors can easily enter their contact details and schedule a call back at a time that is convenient for them. Daktela uses the call back time selected to automatically connect call center operators to the site visitor at the time they have chosen.

Video Chat

Call with video chat – if the customer is outside of the office or away from their PC and the agent needs to get connected to the customer's mobile video, the customer will receive an SMS with a one-time link for mobile video sharing.

Cobrowsing

Call with Cobrowsing – a one-time link is sent to the customer's email, which (when clicked on) will connect the customer directly to the call center agent. In this case, the agent sees the customer's PC screen and can guide the customer via phone on what to do.

AI Chatbots

In the increasingly automated world, we provide you with the ability to create and manage your own customer interactions using a Robotic Agent which thinks for itself.

Web RTC

For those customers who want it, we can provide our solution with Web RTC which allows you to operate your desktop in the way that is required by your business.


Why Choose Daktela Call Center Software for Small Business?


SECURE

All calls and data are stored in our UK/EU based data centers.

RELIABLE

Our state of the art network topology provides consistent and impressive call quality.

SCALABLE

You can easily increase or reduce capacity based on your needs.

24/7 SUPPORT

Our technical support is available 24/7 across all communication channels.

COMPLIANT

You can easily meet Ofcom, PCI DSS and GDPR standards.




Trusted by 900+ Customers in Europe


  • Daktela Uk references - NWR
  • Daktela UK references
  • References - Anderson Brookes
  • Daktela UK references
  • Daktela UK references
  • bluecross
  • footshoplogo
  • Daktela References - UKCC
  • 288Group
  • Daktela References - SDL Surveying
  • References Cheshire
  • References West and Chester
  • References European moving


FAQs


Q: How long will it take to have the Small Business Call Center Software fully set up?

A: It is super easy! Typically the Small Business Call Center Software will be installed and activated within just 3-5 days, depending on your exact requirements.

 

Q: What are the technical requirements needed from our business side to implement the Small Business Call Center software?

A: All you need is a LAN network, solid internet connectivity/latency and a phone. You can use an IP phone, or free software phone or WEBRTC phone solution free of charge.

 

Q: Do I need to purchase any IP phones to run Call Center Software for Small Business?

A: Yes, you can use IP phones with our Call Center Software for Small Business solution if that’s your preference, but you can also easily opt for a software phone or WEBRTC phone solution, both are completely free of charge and will cost you nothing. So no investment is needed.

 

Q: What level of support is included with the Small business Call Center Software?

A: We provide 24/7 technical support in English. Our technical support hotline is also free of charge. We provide online live status on all Daktela services that are available on: https://status.daktela.com/en/.

 

Q: Which communication channels can I use with Daktela Contact Center Software for Small Business?

A: Daktela Contact Center Software for Small Business offers a full range of communication channels, including calls, email, SMS, Facebook Messenger, WhatsApp, Viber, diallers, and a wide range of voice services provided. You can choose which channels you want to use.

 

Q: Can I add more user licenses and communication channels in the future to Daktela Contact Center Software for Small Business?

A: Yes, we at Daktela understand that each business has different needs and flexibility is of utmost importance for them. With Daktela Contact Center Software for Small Business you can add or even reduce users licenses on a monthly basis as needed.

 

Q: Can I integrate Daktela Call Center Software for Small Business with Salesforce or Microsoft Teams?

A: Yes. The Daktela platform offers pre-built integration tools with many popular CRM, e-shop, WFM or back office systems. Some integrations can be turned on directly in the Daktela interface with just a few clicks, while others offer a smart phone bar directly in the application. Daktela is integrated with Salesforce and Microsoft Teams solutions.

 

Q: Can I have custom integrations with Daktela Call Center Software for Small Business?

A: Yes. At Daktela we have our own team of developers who can integrate your CRM with Daktela Call Center Software for Small Business or make any other custom integrations. We use standardized REST API for direct communication of your system with Daktela.

 

Q: Does Daktela Small business Call Centre Software provide real-time and historical reporting tools?

A: Real time statistics and historical reporting packages are one of the most powerful features of the Daktela platform.It is not necessary to wait for the end of the week or month to see how you are performing. Daktela Reporting provides tools for real time reporting designed for management of contact center operations with many standard reports available showing historical statistics.

 

Q: Does Daktela Small business Call Center Software have the option for call recordings?

A: Call Recording of both incoming and outgoing calls is always provided with Daktela Small business Call Center Software. This includes all transferred calls both internal and external. All call recordings may be retrieved and played from the web interface provided.

 



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