Case Study: CETIN streamlines customer communication with Daktela

CETIN boosts availability to 93% with Daktela

CETIN, the largest wholesale data network in the Czech Republic, faced challenges with fragmented communication systems, a lack of unified CRM and call recording, and limited reporting visibility. These issues hindered collaboration and slowed down customer response times. To address this, CETIN turned to the Daktela platform to streamline its operations.

Daktela unified CETIN's contact centers, infolines, and dispatch operations onto a single platform. The solution integrated various communication channels and incorporated AI automation. This implementation by Daktela led to a 93% service availability, an 86% rate of calls answered within 30 seconds, a 10% reduction in missed calls, and a 3% increase in customer satisfaction, while also saving the equivalent of one full-time position through the use of an AI chatbot.

CETIN