Case Study: PosAm shortens call waiting times with Daktela

PosAm shortened call waiting times by 52 % while maintaining a stable customer support team

PosAm, one of the largest IT companies in Slovakia, needed a stable and secure cloud solution to unify and simplify customer communication across its diverse range of projects. They chose the omnichannel platform from Daktela to optimize processes and address challenges like inefficient call distribution among support operators.

By implementing Daktela, the company modernized its workflows with features like a voicebot and simplified administration. This resulted in a 52% decrease in average call waiting times and a 53% increase in callback speed, allowing their stable team to handle 2,000 requests per month without needing to hire additional staff. Daktela provided the efficient reporting and performance overview tools necessary to achieve these significant efficiency gains.

PosAm

Jozef Maruška

Head of the Contact Center Department