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Case Study
Daktela
Daktela is a modular, omnichannel CCaaS platform offering integrated voice, chat, email, SMS, and social media support. It includes built-in CRM, AI automation, analytics, and mobile access to help businesses enhance service and simplify operations.
What is Daktela?
Daktela is a cloud-based Contact Centre as a Service(CCaaS) platform that enables seamless customer communication across multiple channels — voice, email, SMS, live chat, WhatsApp, Facebook Messenger, and more. Its modular design gives businesses full control over features and integrations, while AI automation and analytics help streamline operations and improve customer satisfaction.
Whether you’re scaling a service team or looking to centralise customer engagement, Daktela delivers a unified platform that empowers agents to work smarter and faster from any location.
Daktela Key Features
- Omnichannel Engagement: Connect with customers across voice, SMS, live chat, email, WhatsApp, Facebook Messenger, and Viber — all managed in one centralised system.
- AI-Powered Chatbot & Automation: Use intelligent automation to resolve common enquiries and handle repetitive tasks, freeing agents for more complex support.
- Integrated CRM & Ticketing: Manage support requests and customer records in a single interface for personalised, efficient service.
- Advanced Analytics & Reporting: Create real-time dashboards and generate actionable reports to improve team performance and decision-making.
- Call Centre Dialler & Campaign Tools: Launch effective outbound campaigns using predictive, progressive, or manual dialling to boost productivity.
Managed support. Only Better.
Customer satisfaction is an important KPI for our business and these statistics show how we performed in September 2025.
Case Studies 98%
Customer Satisfaction
95%
Incident Resolution SLA
97%
Incident Response SLA
98%
Resolved within 5 days
Daktela Key Benefit
- Improved Efficiency & Cost Savings: Reduce manual work and operational costs with AI automation, unified channels, and seamless workflows.
- Stronger Customer Relationships: Provide faster, more personalised support with integrated CRM and complete interaction histories.
- Data-Driven Decision Making: Gain insights through customisable dashboards and analytics to refine service strategies and resource planning.
- Flexible & Scalable: Tailor the system to your needs and expand functionality as your business grows with Daktela’s modular architecture.
- Enhanced Accessibility: Empower agents to work from anywhere using Daktela’s browser-based system, desktop app, or mobile app.
Add-Ons and Integrations
- Mobile & Desktop Apps: Enable agents to manage calls, chats, emails, and tickets on the go with intuitive apps for mobile and desktop.
- Browser Extension: Streamline agent workflows with a browser plugin for quick call handling, SMS sending, and availability management.
- Cloud Phone: Deliver seamless VoIP calling from any device, fully integrated into Daktela’s contact centre platform.
- AI Chatbot & Voicebot: Automate support with intelligent bots for live chat and voice, available 24/7 to enhance engagement and reduce wait times.
- AI Copilot: Save time with AI Copilot that summarises interactions, flags key actions, and supports personalised follow-ups.
- Workforce Management: Forecast contact volumes, schedule shifts, and track performance using AI-powered workforce planning tools.
About Our Contact Centre Solutions
A Partnership Approach
ARO’s product experts will guide you through every stage, helping you customise your solution to offer more choices, greater flexibility, and an enhanced experience for both your customers and agents.
Fast Deployments
ARO ensures a quick, secure, and scalable deployment process. With our expertise, your cloud-based contact centre can be operational within weeks.
Tailored Plans to Meet Your Needs
We offer a variety of plans, ranging from basic agent support to comprehensive workforce engagement management systems.
Why ARO for Collaboration Technologies?
01
Expertise in Collaboration Solutions
ARO has over 25 years of experience deploying and managing collaboration tools for organisations of all sizes, ensuring seamless communication and teamwork.
02
Partnerships with Leading Providers
Benefit from our relationships with top collaboration technology providers, including Microsoft Teams, Gamma, Wildix, and other industry leaders.
03
Customised Collaboration Strategies
We tailor collaboration solutions to your organisation’s unique needs, enabling efficient workflows and enhanced productivity.
04
End-to-End Support
From setup to ongoing maintenance, our dedicated support team ensures your collaboration tools remain reliable and up to date.
05
Secure and Compliant Solutions
ARO’s collaboration technologies adhere to the highest security standards, including ISO certifications, to protect sensitive business communications and data.
06
Future-Ready Collaboration
We help businesses stay ahead with modern tools that integrate seamlessly with other IT systems, providing a scalable and lexible collaboration environment.
The fantastic customer care provided by the ARO team in ensuring that each of our queries were resolved adequately and promptly has been instrumental to our operations. We have been able to combine voice and connectivity services into unified communications and are now able to provide personalised care, track patient contact, and have control via the web portal among other great features.
Daktela FAQs
01What is Daktela?
Daktela is a CCaaS platform that combines voice, chat, email, SMS, and social media into a single contact centre solution, supported by CRM, AI, analytics, and workforce tools.
02Does Daktela include built-in CRM functionality?
Yes. Daktela includes an integrated CRM and ticketing system, enabling teams to manage customer records, support cases, and communication histories all in one place. This helps deliver faster, more personalised support.
03What makes Daktela an omnichannel contact centre?
Daktela brings together all major communication channels — including voice, SMS, live chat, email, WhatsApp, Facebook Messenger, and Viber — into one unified platform. This ensures agents can handle every interaction in a consistent and streamlined way, with full visibility across the customer journey.
04How does Daktela help improve customer experience?
By unifying all channels in one platform, Daktela ensures faster response times, eliminates channel silos, and provides agents with the context they need for personalised, high-quality customer interactions.
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