Daktela provides a cloud-based contact center solution that supports multiple communication channels in one web application, including phone, email, helpdesk, webchat, SMS, and social networks. It handles inbound calls through queues and IVR menus with direct phone numbers, conditional routing, call recording, and priorities. Outbound campaigns operate in manual, progressive, or predictive modes with drag-and-drop call scripts. The platform includes integrated CRM for ticketing and customer interaction history, web chat with visitor tracking, robocaller for automated dialing, hosted PBX with conferencing, and customizable wallboards for real-time status display.
Omnichannel: voice, email, chat, social in one
Built‑in light CRM with full contact history
Supervisors like real‑time wallboards, reporting
Users find interface intuitive for agents
Support team often described as responsive
Some users report serious implementation issues
One review mentions losing money on failed rollout
Mobile app missing or very limited features
Interface visuals criticized as plain, few colors
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