On May 27^th 2025, we held our monthly iPECS Insights session. These monthly webinars bring our global partner community together to share their learnings, insights, and advice.

This month, we were pleased to welcome a guest contribution from Lauren Jones, Business Development Manager at communications vendor Daktela. Daktela is a key component in the iPECS ecosystem, enabling partners to deliver a powerful omnichannel customer contact platform with iPECS.

Lauren’s presentation was an excellent overview of the powerful, innovative solutions that our global partners are able to offer.

Introducing Daktela  

Lauren started with a quick introduction to Daktela as a business. Daktela is the official supplier of CONTACT for iPECS in the UK, an omnichannel customer contact center solution that combines Daktela’s features with iPECS.

In addition to its work in the iPECS ecosystem, Daktela provides its solution either directly or through partners throughout Europe and the Middle East as well as other markets including Malaysia and Australia.

Daktela feature highlights

Lauren then moved onto the powerful features that Daktela offers. Daktela is a customer contact solution connecting voice, webchat, SMS, email, and more in a unified environment that integrates with the call-handling infrastructure of iPECS.

As well as being a powerful omnichannel CCaaS solution, Daktela offers many advanced AI features. Thanks to existing integration with iPECS, this enables our partners to continue to deliver the latest trends and innovations, including UCaaS/CCaaS convergence and leveraging AI.

Delivering value through AI

As Lauren explained, Daktela utilizes AI at multiple layers of the system to improve efficiency and quality. These include:

• AI Agents that speak to customers, for example by answering webchat queries to act as a first line of contact and save time.
• AI Copilot to help agents complete work faster and improve quality. For example, it can be prompted to summarize a ticket or a customer’s contact history, or to proofread and adjust the tone of an email. This ensures the standardization and professionalization of all written communications to customers, as well as saving agents time.
• The AI Power Pack, which offers time savings for supervisor-level tasks. This can be used to transcribe and summarize calls, categorize emails, and even to analyze call reporting data.

Daktela’s solution is empowering iPECS partners to leverage AI on a deeper level, giving them a meaningful competitive advantage.

Multichannel vs. omnichannel

Lauren then gave a helpful account of the difference between a multichannel solution and an omnichannel solution like Daktela.

Both solution types offer multiple channels of communication. The key difference is that omnichannel solutions do not silo the different channels. This means that users can access all channels and contact history in one place, while supervisors can report on all channels collectively.

As Lauren said, this enriches contact for customers, improves efficiency, and enhances the insights that businesses can obtain.

CRM and integrations 

Lauren went on to explain how easily Daktela integrates with CRM and other third-party systems. This has been a recurring theme in our Insights sessions as users look to automate tasks and data transfer between different cloud services, so it was useful to see Daktela’s capabilities here.

The solution has an in-built CRM as well as integrations with multiple major CRM platforms to enable automations like screen popping and automated data sync. This is a part of over 1,000 ready-made integrations, and Daktela’s open API enables custom integrations if required.

As we continue to promote integration opportunities to partners, this makes Daktela a powerful part of the iPECS ecosystem.

Flexible licensing

Lauren’s final point about the Daktela platform covered its flexible, modular licenses, which enable customers to choose features and communication channels on a per user basis.

This flexibility enables iPECS partners to pitch it to a wide range of use cases and budgets, from large enterprises requiring all features to startups looking to grow with the solution.

Partnership opportunities

Lauren concluded with information on becoming a partner. As her presentation showed, Daktela is a powerful part of the iPECS ecosystem with a proven record of success in the UK, first with Pragma and now with Gamma.

We would like to thank Lauren for an excellent, informative presentation. It showed our continued power to deliver cutting-edge solutions through the power of our partnerships. For more information on integrating Daktela with iPECS, please contact your iPECS account manager.