Case Study: CETIN achieves faster customer responses and 93% availability with Daktela

How Unified Communication with Daktela Improved Availability, Speed, and Customer Experience

CETIN, the largest wholesale data network in the Czech Republic, faced challenges with its customer communication due to multiple separate systems, a lack of unified CRM, and weak reporting. This disjointed approach hindered departmental collaboration and strategic improvements. To address this, CETIN chose to implement the Daktela unified communication platform.

By rolling out Daktela across all customer-facing teams, CETIN unified its communication into a single modern system. The solution delivered significant results, including 93% availability, an 86% answer speed within 30 seconds for calls, and a 3% improvement in customer satisfaction. The implementation of Daktela's AI assistant also automated enough work to save the equivalent of one full-time employee.

CETIN

Jan Vepřek

Service Provision Supervisor