Daktela
Call center infrastructure (CCI) software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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€5 per user per month
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What is Daktela
Daktela is a cloud-based contact center platform that supports voice and digital customer interactions in a single agent workspace. It is used by customer support, sales, and service teams to manage inbound and outbound communications, routing, and agent performance. The product typically combines telephony, omnichannel messaging, and reporting with integrations to business systems such as CRM and help desk tools. It is positioned for organizations that need a configurable contact center without building custom infrastructure.
Omnichannel agent workspace
Daktela consolidates voice calls and digital channels (such as email and chat) into one interface for agents. This reduces context switching and supports consistent handling workflows across channels. It fits teams that need to manage multiple interaction types without deploying separate tools. The unified workspace aligns with common requirements in modern cloud contact center deployments.
Contact center routing features
The platform includes core contact center capabilities such as queues, IVR, and skills-based or rule-based distribution (feature availability can vary by plan and deployment). These functions support standard inbound service operations and outbound calling workflows. Supervisors can use built-in controls to manage agent availability and queue performance. This provides a baseline comparable to other cloud contact center products in the category.
Integrations and API support
Daktela supports integrations with external business systems to synchronize customer context and interaction history. An API and integration options help connect the contact center to CRM, ticketing, and analytics tools. This can reduce manual data entry and improve reporting consistency across systems. It is useful for teams that need to embed telephony and interaction handling into existing processes.
Public technical details vary
Publicly available documentation can be less standardized than what some large enterprise contact center vendors provide. This can make it harder to validate specific limits (for example, concurrency, regional telephony coverage, or detailed security controls) during early-stage evaluation. Buyers may need to rely more on vendor-led discovery and demos. That can lengthen procurement for organizations with strict technical due diligence.
Enterprise governance depth unclear
For complex enterprises, requirements often include granular role-based access control, advanced audit logging, and formal compliance attestations. The extent of these capabilities is not always easy to confirm from high-level product materials alone. Organizations in regulated industries may need additional verification and contractual assurances. This can add effort compared with platforms that publish extensive compliance and governance artifacts.
Advanced WEM may require add-ons
Workforce engagement management capabilities (such as quality management, coaching workflows, and forecasting/scheduling) may not be as comprehensive as specialized suites, depending on the edition and configuration. Teams with mature WFM/QM programs may need integrations or additional modules. This can increase total cost and implementation complexity. It is important to validate which WEM functions are native versus partner-based.
Plan & Pricing
| Plan / Item | Price | Key features & notes |
|---|---|---|
| Voice (channel licence) | €30 per user/month | Inbound & outbound calls, unlimited simultaneous calls, advanced routing, auto call recording (14-day retention included). Source page notes prices are a simplified overview and final costs may include additional services. |
| Email (channel licence) | €30 per user/month | Email client with advanced templating, unlimited connected email addresses, automatic distribution to operators. |
| Webchat (channel licence) | €15 per user/month | Scalable chatbot, customizable design, advanced chat interaction, click-to-call, real-time communication. |
| SMS (channel licence) | €12 per user/month | Two-way communication, templating, automatic distribution, automatic replies. |
| Social (channel licence) | €25 per user/month | Facebook Messenger, Viber, Instagram DM, WhatsApp Business, comments management, templating. |
| Voice + Email (bundle) | €50 per user/month | Discounted bundle of Voice and Email channels. |
| Voice + Email + Webchat (bundle) | €62 per user/month | Discounted bundle of Voice, Email and Webchat channels. |
| All Channels / Omnichannel (bundle) | €86 per user/month | Access to all channels in a single omnichannel thread. |
| Cloud Phone User | €5 per user/month | VoIP/phone user licence: internal free calls, phone number accessible anywhere, landline-like features. |
| Agent (WFM licence) | €20 per month | Workforce management agent licence (shift planning, traffic prediction, includes 24x7 support). |
| Admin (WFM / admin user) | FREE | Users without scheduled shifts are free; full access to administration. (Permanent free admin users indicated on pricing page.) |
| Chatbot (AI) | from €200 per month | AI chatbot starting price (handles ~85% inquiries, 100 concurrent conversations). |
| Voicebot (AI) | from €400 per month | Inbound/outbound voicebot starting price. |
| Emailbot (AI) | from €400 per month | Emailbot starting price. |
| Setup (one-off) | from €300 | One-off setup/onboarding fee (includes training). |
| Customisation / Consultancy | from €96 per hour | Custom development, integrations and tailoring. |
| Add-ons / Extras | Varies (contact sales) | Call recording retention beyond included 14 days, AI Power Pack, CRM package, telco fees (SIP trunk/local call/SMS charges) — quoted separately. |
Notes: Prices shown on the official Daktela pricing pages are a "simplified overview" and the site states "Get your own price / Contact us for a personalised quote"; prices shown are valid in EU only.
Seller details
Daktela s.r.o.
Prague, Czech Republic
Private
https://www.daktela.com/
https://www.linkedin.com/company/daktela/
