What Daktela does

Daktela is a Prague-headquartered cloud Contact Centre as a Service (CCaaS) provider that delivers an AI-powered omnichannel customer communication platform to mid-market and enterprise customers across Europe. Founded in 2005 and operating for 18 years, the platform unifies voice calls, live chat, email, SMS, and social media into a single system, supported by a portfolio of AI products including chatbots, voicebots, email automation, an AI Copilot for agent assistance, an AI Knowledge Base, an AI Power Pack (sentiment analysis, predictive routing, automated QA), and LLM Modules for custom AI models. A separately priced Workforce Management module (€20/agent/month) provides AI-driven shift planning with stated 90-95% forecast accuracy.

Daktela's business model is per-seat SaaS subscription with a 14-day free trial and supplemental professional services. The company serves approximately 28,000+ professionals and processes large interaction volumes, including 83 million interactions during a single Christmas rush period. Named enterprise customers include Samsung, Orange, DPD, EMED Group, Notino (15+ year relationship), Golden Charter, Conectart (8+ years), Ticketportal, CETIN, and Barion Payment, spanning e-commerce, financial services, healthcare, telecommunications, automotive, and logistics verticals.

The company is privately held, backed by investment fund Sandberg Capital (approximately $14.3M raised in June 2021, with a follow-on in September 2024). In October 2022 Daktela acquired a 51% majority stake in Coworkers.ai, a Brno-based Czech AI startup, bringing proprietary NLP technology in-house. Daktela operates offices in seven European countries — Czech Republic (Prague HQ and Brno engineering center), the UK (Chester), Slovakia (Bratislava), Hungary (Budapest), Poland (Warsaw), Serbia, and Romania — and distributes through direct enterprise sales, a partner network program, and the iPECS channel partnership in the UK. Compliance posture includes GDPR compliance since May 2018 and a documented Service Level Agreement from October 2023.

Name

Daktela

Legal name

Daktela s.r.o.

Website

https://daktela.com

Company type

Private

Founded year

2006

Operating status

Operating

Headcount range

101–250 employees

Short description

Daktela is a Prague-headquartered cloud CCaaS provider offering AI-powered omnichannel contact center software to mid-market and enterprise customers across Europe, serving 28,000+ professionals in e-commerce, financial services, healthcare, telecom, and logistics through offices in seven European countries.

Ownership category

akta.pro rank

Product category

Cloud Contact Centre Software (CCaaS)

NAICS

Telephone Call Centers (56142), Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512)

SIC

Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

akta.pro secondary industries

Cloud PBX & Hosted Telephony (HDAIAHAB), Messaging APIs, CPaaS & Programmable Communications (BPAMACAL), AI Application Enablement Platforms (Copilot/Agent Frameworks, SDKs) (HDAEANAJ)

Keywords

• Cloud contact centre
• Omnichannel customer communication
• AI customer service automation
• Workforce management software
• CCaaS platform

Headquarters

HQ city

Prague

HQ country

Czechia

HQ region

Europe

Offices8 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Infrastructure, Marketing or Sales, Operations

Revenue model

1. SaaS Subscription (Contact Centre Platform): Subscription-based cloud contact centre platform providing omnichannel communication, AI-powered customer service automation, and workforce management tools. Pricing is per agent with a free admin tier. Customers pay recurring fees for platform access and usage.
2. Workforce Management Add-on: Additional subscription module for AI-driven workforce management including shift planning, forecasting, and scheduling optimization. Billed per agent per month at €20/month with free admin access.
3. Professional Services: Implementation, onboarding, and consulting services for customer care, implementation, and training. Career page mentions customer onboarding specialist roles indicating paid implementation services.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels10 records

Core offering

Daktela builds and sells a cloud-based omnichannel contact centre (CCaaS) platform that unifies voice calls, live chat, email, SMS, and social media into a single integrated system. The platform is augmented with AI-driven automation (chatbots, voicebots, email bots), AI-powered workforce management, real-time analytics, and supporting client applications (mobile, desktop, browser extension). Customers subscribe on a per-agent basis to access the platform and add-on AI modules.

Product overview

Daktela is an AI-first cloud-based CCaaS (Contact Centre as a Service) platform for omnichannel customer communication. The platform consists of a unified core platform with multiple integrated products and modules: the Contact Centre (core product unifying all channels), Cloud Phone (enterprise telephony), Mobile App, Desktop App, Web Extension, and Workforce Management. Communication channels include SMS, webchat, social media, inbound/outbound calls, and email. AI and automation capabilities are delivered through AI Chatbot, AI Voicebot, Voicebot Campaigns, AI Email bot, RBM Bot, AI Knowledge Base, AI Copilot, AI Power Pack, AI Product Recommender, and LLM Modules. The platform serves 28,000+ professionals and supports businesses across multiple industries including e-commerce, financial services, healthcare, telecommunications, and manufacturing.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Centre The complete cloud-based customer service solution unifying all communication channels including voice, chat, email, SMS, and social media on one platform with real-time insights and AI-powered assistance. Sold as a per-agent subscription to mid-market and enterprise organizations.
• Cloud Phone Enterprise cloud-based telephony solution providing business phone system capabilities for inbound and outbound voice communication as part of the Daktela platform.
• Mobile App iOS and Android application enabling contact centre agents to manage customer communications on mobile devices.
• Desktop App Desktop client application for agents to handle customer interactions from their computer.
• Web Extension Browser plugin extension providing quick access to Daktela features directly from the web browser.
• Workforce Management AI-powered workforce management module for contact centre shift planning, scheduling, forecasting, traffic prediction, agent self-scheduling, and payroll export. Priced at €20/month per agent with free admin access.
• AI Chatbot 24/7 digital concierge that handles hundreds of conversations simultaneously, identifies users, tracks orders, updates accounts in real-time, and hands off to live agents when needed. Capable of automating up to 90% of customer interactions.
• AI Voicebot (Inbound) Voice AI for inbound customer calls providing natural conversation, intent recognition, and seamless handover to agents. Supports 98% delivery success rate.
• Voicebot Campaigns Outbound voicebot campaigns for automated outbound calling with natural conversation capabilities, designed for proactive customer outreach at scale.
• AI Email Bot Email automation that interprets intent, replies instantly to common scenarios, and automatically updates ticket categories and deadlines.
• AI Copilot Real-time AI assistant for contact centre agents providing live guidance, suggestions, and support during customer interactions.
• AI Power Pack Complete enterprise AI suite including sentiment analysis, predictive routing, and automated quality assurance for advanced contact centre intelligence.
• LLM Modules Custom AI models powered by large language models enabling integration of specialized LLM capabilities into the contact centre platform.
• AI Knowledge Base Smart knowledge management system enabling intelligent knowledge retrieval for agents and automated customer self-service.
• Daktela SMS Text messaging channel enabling SMS-based customer communication as part of the omnichannel platform.

Quantifiable outcome

• 90% of customer requests automated through AI chatbot
• +9 more outcomes

Named customers20 records

Segments10 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability10 records

Feature10 records

Partnerships

Two partnerships are on record, tiered major and core.

• iPECSmajorTechnology or Integration · 26 February 2025Daktela is official supplier of CONTACT for iPECS in the UK. Participated in iPECS Global Partner Conference 2025 in Phnom Penh, Cambodia, showcasing omnichannel CX capabilities. Event celebrated global partnerships and innovation in communication technology.
• Coworkers.aicoreStrategic or Co-development Partner · 22 October 2022Daktela acquired 51% majority stake in Coworkers.ai, a Czech company specializing in AI-driven chatbots and voicebots. Acquisition valued in millions of US dollars as part of Daktela's plan to become a top 10 global CCaaS provider within five years. Coworkers.ai will continue operations in Brno with current management. Leverages Coworkers.ai's proprietary natural language processing technology to expand Daktela's product offerings and enter new markets.

Scale indicators14 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Five9: Cloud CCaaS vendor focused on inbound, outbound, and blended contact center operations with AI and digital channels. Closely aligned business model and target buyers as Daktela.
• 8x8: Global cloud CCaaS and UCaaS provider offering omnichannel contact center, voice, chat, and AI capabilities. Direct competitor to Daktela, and the two were pitted against each other at the 2025 CCUK Awards.
• Vonage: Cloud communications platform with CCaaS, UCaaS, and CPaaS offerings serving enterprise customer engagement use cases. Direct competitor named alongside Daktela at the 2025 CCUK Awards.
• Talkdesk: Cloud-native CCaaS provider serving mid-market and enterprise customers with AI-powered automation. Closely comparable in product breadth and go-to-market approach.
• AirCall: Cloud-based phone system and contact center platform targeting SMB and mid-market with PLG-style onboarding. Comparable product breadth in cloud telephony and omnichannel, though skewed to smaller customers.

Broad incumbents

• Genesys: One of the largest global CCaaS and customer experience platform vendors, serving large enterprises with omnichannel routing, workforce engagement, and AI. Broad incumbent competing in the same enterprise deals Daktela targets.
• NICE CXone: Enterprise CCaaS platform with deep workforce engagement, analytics, and AI capabilities. Competes in the same regulated-vertical RFPs (financial services, healthcare, telecom) where Daktela wins business.
• Zendesk: Broad customer experience and contact center software vendor with strong adoption in e-commerce and SaaS — two of Daktela's primary verticals. Competes for the same digital-first CX budgets.

Regional players

• Content Guru: UK-headquartered CCaaS and customer engagement cloud provider serving large enterprises and public sector. Most directly comparable peer in Daktela's core UK market.

Emerging players

• 3CX: Cloud PBX and contact center solution with channel-led distribution across SMB and mid-market. Comparable as a Cloud PBX/UC peer (Daktela's Cloud Phone product).

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/daktela
• YouTubeyoutube.com/channel/UClTHBg_5ECtnVuNvTdK7lRg
• Facebookfacebook.com/daktela
• LinkedInlinkedin.com/company/daktela

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Subsidiaries1 record

Funding overview

Funding rounds1 record

Investors1 record

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Daktela