Daktela Customer Relationship Management software (CRM) can be included as an integral part of the Daktela platform and it is an optimised system for collecting, sorting and processing data about your customers, especially their contacts. One of the main functions is the automatic saving of communication history through all available communication channels to each contact and account, including helpdesk tickets. When an agent receives inbound request (call, email, webchat, sms, etc) Daktela automatically shows the relevant contact card with all communication history together with helpdesk’s tickets. This information can help the agent to solve the request and provide a better customer journey.
API and synchronization with external systems
Daktela CRM provides a public API to enable integration with external systems. We have already implemented a number of projects dealing with automatic synchronisation of CRM contacts with third-party ERP and CRM systems.
Advanced call routing based on CRM data
Daktela platform enables advanced call routing based on data stored in integrated Daktela CRM or in an external CRM using REST API. A typical scenario is the implementation of customer segmentation – this is when you need to route incoming calls from VIP customers to a VIP queue (staffed by experienced agents) and other calls to other queues. In this case, you just need to have by CRM contacts a flag of VIP customer and Daktela can follow this flag when routing calls.
Snapshots – history of changes
Daktela CRM automatically saves changes of contact or company to the change history – which we call snapshots. Any change is one click away, so you can check anytime who and when edited the contact.