What Daktela UK does

Daktela UK is the United Kingdom arm of Daktela, a privately held software company founded in 2010 and headquartered in Chester, England. The company operates a cloud-based Contact Centre as a Service (CCaaS) platform that unifies voice, email, SMS, webchat, and social media channels into a single interface, with adjacent workforce-management, mobile/desktop client, and enterprise telephony modules. The UK entity itself is a small (11-person) sales and customer-engagement presence operating as part of a multi-country group that also runs localized operations across Czechia, Hungary, Poland, Serbia, Romania, and Slovakia.

The platform is layered with an AI module portfolio spanning AI Chatbot, AI Voicebot (advertised 98% outbound delivery success), AI Email bot, AI Copilot, AI Knowledge Base, RBM bot, AI Power Pack (sentiment analysis, predictive routing, automated quality assurance), AI Product Recommender, and LLM Modules for custom model integration. The company cites outcomes including up to 90% automated request processing, 50% faster response times, and 1,500+ hours saved monthly. Named enterprise customers span healthcare (EMED Group, Blue Cross), automotive (Staircraft), insurance (Golden Charter), e-commerce (Ticketportal, Notino across 27+ countries), logistics (DPD), retail (Furlong Flooring), telecom (Orange), and electronics (Samsung); the company also reports SOC 2 Type II compliance.

Daktela generates revenue through subscription-based CCaaS contracts sold primarily via enterprise direct sales with demo-led engagement, supplemented by a tiered partner network (resellers, SIs) and a self-serve free trial. Pricing is not publicly disclosed. Distribution is supported by a multi-channel marketing program (blog, webinars, academy, social, events, customer-success content) and a Partner Portal providing technical documentation, billing, and support tooling.

Name

Daktela UK

Legal name

Daktela

Website

https://daktela.co.uk

Company type

Private

Founded year

2010

Operating status

Operating

Headcount range

11–50 employees

Short description

Daktela UK is the UK arm of Daktela, a cloud-based Contact Centre as a Service (CCaaS) vendor selling an AI-augmented omnichannel platform (voice, chat, email, SMS, social) plus workforce management to enterprise customers across healthcare, finance, e-commerce, telecom, automotive, logistics, and retail.

Ownership category

akta.pro rank

Product category

Cloud Contact Centre Software (CCaaS)

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)

SIC

Services-Prepackaged Software (7372), Telephone Communications (No Radiotelephone) (4813)

akta.pro primary industry

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

akta.pro secondary industries

Cloud PBX & Hosted Telephony (HDAIAHAB), Unified Communications & Contact Center for Workplace (UCaaS/VoIP, Meeting Rooms) (BPAEAIAE)

Keywords

• Cloud contact centre
• Omnichannel customer service
• AI chatbot platform
• Enterprise telephony software
• Workforce management software

Headquarters

HQ city

Chester, England

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. Subscription-based CCaaS Platform: Cloud-based Contact Centre as a Service platform subscription model providing access to omnichannel communication tools, AI capabilities, and workforce management features on a recurring subscription basis.

Go-to-market motion1 record

Distribution channels3 records

Marketing channels10 records

Core offering

Daktela UK sells a cloud-based Contact Centre as a Service (CCaaS) platform that unifies voice calls, live chat, email, SMS, and social media into a single omnichannel workspace. The platform is augmented by an AI suite including chatbot, voicebot, email bot, agent copilot, knowledge base, predictive routing, and sentiment analysis, and is bundled with cloud telephony, workforce management, mobile/desktop apps, and a public API. The platform is sold on a recurring subscription basis to enterprise and mid-market businesses across e-commerce, financial services, telecommunications, healthcare, manufacturing, energy, IT, travel, and automotive verticals.

Product overview

Daktela is an AI-first cloud-based Contact Centre as a Service (CCaaS) platform providing a unified omnichannel solution. The core platform comprises Contact Centre (omnichannel communication hub), Cloud Phone (enterprise telephony), Mobile App, Desktop App, Web Extension, and Workforce Management (agent scheduling). Communication channels include Incoming Calls, Outbound Campaigns, Email, SMS, Webchat, and Social Media. AI and automation are delivered through multiple modules: AI Chatbot (24/7 conversation automation), AI Voicebot (natural language voice interactions), AI Email bot (email automation), RBM bot (rich messaging), AI Knowledge Base (smart knowledge retrieval), AI Copilot (agent assistance), AI Power Pack (enterprise AI suite with sentiment analysis and predictive routing), AI Product Recommender, and LLM Modules (custom AI model integration).

Differentiator

Problem solved

Functional benefit

Brands

• Daktela Neo: Next generation contact centre platform
• Daktela AI
• Daktela Power Pack
• Daktela Copilot

Products and services

• Daktela Contact Centre Complete omnichannel customer service solution unifying voice calls, live chat, email, and social media in one platform with real-time insights and AI-powered assistance, for enterprise and mid-market businesses operating contact centres.
• Daktela Cloud Phone Enterprise cloud-based phone system providing telephony capabilities integrated with the Daktela omnichannel platform, for businesses replacing legacy PBX/IVR systems.
• Daktela Mobile App Mobile application for iOS and Android enabling contact centre agents to manage customer interactions on the go.
• Daktela Desktop App Desktop client application providing full contact centre functionality for agents working from desktop environments.
• Daktela Web Extension Browser plugin extending Daktela platform functionality for enhanced web-based agent workflows.
• Daktela Workforce Management Agent scheduling, shift planning, and workforce optimization module for contact centre staffing operations.
• Daktela SMS SMS text messaging channel enabling businesses to communicate with customers via text on the Daktela platform.
• Daktela AI Chatbot AI chatbot acting as a 24/7 digital concierge that handles hundreds of conversations simultaneously, identifies users, tracks orders, and updates accounts in real-time with seamless handoff to live agents when needed.
• Daktela AI Voicebot AI voice automation solution managing inbound calls and outbound campaigns with natural conversation, achieving a 98% delivery success rate and replacing legacy IVR systems.
• Daktela AI Email Bot AI email automation bot that interprets intent, replies instantly to common scenarios, and automatically updates ticket categories and deadlines for SLA compliance.
• Daktela RBM Bot Rich Business Messaging bot enabling advanced customer engagement capabilities beyond standard chat interactions across messaging channels.
• Daktela AI Knowledge Base AI-powered knowledge management system providing smart retrieval and synthesis of information from structured and unstructured sources for agents and chatbots.
• Daktela AI Copilot AI agent assistance tool providing real-time support, suggestions, and information to contact centre agents during live customer interactions.
• Daktela AI Power Pack Enterprise-grade AI suite adding sentiment analysis, predictive routing, and automated quality assurance capabilities to every customer interaction on the platform.
• Daktela AI Product Recommender AI-powered product recommendation engine providing smart suggestions based on customer context and behaviour, primarily for e-commerce and retail use cases.
• Daktela LLM Modules Custom AI modules allowing integration of customer-specific large language models into the Daktela contact centre platform.

Quantifiable outcome

• Automate up to 90% of customer requests
• +5 more outcomes

Named customers10 records

Segments9 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

AI capability8 records

Feature9 records

Partnerships

One partnership is on record.

• Partner PortalcoreChannel Partner/ Reseller/ DistributorDaktela maintains a partner network offering partnership tiers, training resources, and revenue opportunities. Partners have access to a dedicated portal containing technical documentation, guides, support tickets, billing information, and invoicing tools.

Scale indicators7 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Zendesk: Customer service and engagement platform with omnichannel contact center, AI agents, and workforce engagement. Comparable to Daktela on AI-augmented customer support across digital and voice channels.
• Talkdesk: AI-first cloud CCaaS provider offering omnichannel contact center, AI agents, and workforce engagement. Most directly comparable to Daktela on AI-led automation positioning and mid-market/enterprise target customer profile.
• Twilio: Cloud communications platform whose Flex product enables custom cloud contact center deployments. Comparable to Daktela on programmable/cloud-delivered contact center capabilities, though Twilio is more developer-led and platform-oriented.
• 8x8: Cloud communications provider combining UCaaS and CCaaS (8x8 Contact Center) with AI-powered routing and analytics. Directly comparable to Daktela on integrated voice and contact center delivery for mid-market and enterprise buyers.
• Vonage: Cloud communications provider offering Vonage Contact Center (VCC) APIs and unified communications. Overlaps with Daktela on cloud telephony and contact center routing for enterprise customers.
• RingCentral: Unified communications and contact center vendor (RingCX) targeting SMB and mid-market customers with cloud phone, omnichannel, and AI features. Comparable to Daktela on unified voice and contact center positioning.
• Freshworks: SaaS provider of Freshdesk/Freshcaller for customer support and contact center operations, with AI assistant Freddy. Comparable to Daktela on cloud contact center and AI agent-assist capabilities targeted at mid-market customers.
• Five9: Pure-play cloud CCaaS vendor serving enterprise and mid-market contact centers with omnichannel routing, AI, and workforce optimization. Closely aligned with Daktela on cloud-delivery model and target verticals.

Broad incumbents

• NICE CXone: Broad CX/contact center suite combining CXone cloud platform with NICE's analytics and AI portfolio. Comparable to Daktela on cloud contact center capabilities but with substantially larger enterprise footprint.
• Genesys: Global incumbent in contact center and CX orchestration, offering Genesys Cloud CX with omnichannel routing, AI, and workforce engagement. Overlaps heavily with Daktela across enterprise contact center functionality but operates at much larger scale.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

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

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

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

M&A

Investments

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

Frequently asked questions about Daktela UK