The DATEL Story

DATEL Software Solutions develops solutions that maximize the effectiveness of your telecommunications data. We help teams take control of their telecommunications environment with real time and historical reporting, plus live call center agent monitoring across operations of any size.

DATEL services and support

Our history

Built in 2004 for a rapidly changing call accounting and contact center market

DATEL Software Solutions was established in 2004 and built on more than 25 years of industry experience from The DATEL Group. In 2006, DATEL joined the Avaya Developers Connection Program and launched Call SWEET Live software for Avaya IP Office. Today, more than 1,000 customers and 150 business partners use and sell DATEL solutions.

Established 2004

Focused from day one on practical call accounting and call center analytics solutions.

Joined in 2006

Entered the Avaya Developers Connection Program and delivered Call SWEET Live for IP Office.

1,000+ customers

Adopted by organizations that rely on data-driven contact center operations.

150 partners

Supported by a partner network that sells and implements DATEL solutions.

Company overview

DATEL Software Solutions provides call accounting and call center solutions that fit the needs of small, mid-market, and enterprise teams. Our platform helps customers gain control with real time visibility, historical reporting, and live monitoring tools.

The DATEL Difference

DATEL is focused on customer satisfaction in every phase of sales and implementation. We work closely with business partners to deliver solutions and support models that keep customers 100% delighted with our solutions.

Pre-sales support

Bring DATEL an opportunity and our team supports the full pre-sales cycle with quick proposal turnaround, technical consultation, and live customer demonstrations tailored to the use case.

Ongoing support

DATEL includes a one-year ForeverSWEET! Customer Care subscription with all solutions. Customers receive patches, upgrades, unlimited phone support, and unlimited remote access during year one at no additional charge. Sales and technical support are core reasons DATEL delivers strong long-term value.

Case studies

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Customer outcomes across government, nonprofit, logistics, and service operations

DATEL customers use real time visibility and historical reporting to reduce lost calls, improve staffing decisions, and increase service quality.

“Crown needed better visibility into call distribution and supervisor performance across customer service teams in Toronto, Montreal, and Vancouver.”

With real time monitoring and widget-based controls, supervisors now track queue flow, distribution, and log in and log out behavior to improve response quality.

Crown Wallpaper & Fabrics

Crown Wallpaper & Fabrics

Retail customer service

Improved call distribution and faster issue correction

Food For The Poor replaced an outdated reporting system and needed deeper departmental and individual visibility across 14 departments.

Scheduled weekly and monthly reporting, call retrieval, and agent accountability tools helped recover missed donor opportunities and improve operational planning.

Food For The Poor, Inc.

Food For The Poor, Inc.

Nonprofit fundraising operations

Break-even in approximately 18 months

As service territory grew, JCSD needed stronger insight into queue behavior and customer service performance after telephony modernization.

Calls were answered three times faster, abandoned calls were reduced significantly, and live views enabled supervisors to manage queue pressure without floor disruption.

Jurupa Community Services District

Jurupa Community Services District

Utilities and public service

Faster answer speed and fewer abandoned calls

A municipality coordinating 26 offices needed reliable call visibility across departments including utilities, fire, building safety, and urban safety.

Using Avaya Aura and DATEL UCCS, supervisors gained live queue alarms, benchmarking tools, and department-level planning data to improve staffing and budgets.

Local Government

Local Government

Municipal multi-office operations

Lost calls reduced by more than half on peak days

The region needed one platform for both call accounting and contact center management to support inbound service calls and outbound campaigns.

DATEL implemented an integrated platform with full training and support, giving managers a unified view of historical and live operations in one interface.

Municipal Government

Municipal Government

Regional government services

Unified call data and live management in one system

On Time Transport needed accurate, trusted reporting to handle emergency and routine call demand in a 24/7 medical environment.

Real time and historical reporting identified peak windows, improved staffing decisions, and made scheduled reporting easier for daily operations.

On Time Transport Inc.

On Time Transport Inc.

Medical transportation

Greater visibility into peak periods and shift planning

Online Vacation Center needed more control over call center operations and better visibility into dropped calls and agent activity across office and remote teams.

Managers gained live queue and status visibility, faster dropped-call follow-up, and stronger real time coaching support for sales and service performance.

Online Vacation Center

Online Vacation Center

Travel sales and service

Improved proactive follow-up and agent efficiency

Whaley replaced a competing solution to gain clearer reporting on multi-group call handling, idle time, and unavailable states across a distributed operation.

Daily and monthly reporting plus live supervisor views helped optimize staffing windows, reduce abandoned calls, and avoid additional hiring.

Whaley Foodservice Repairs

Whaley Foodservice Repairs

Field service and repairs

Abandoned calls cut by more than half

Partnership model

What makes a DATEL partnership valuable

Our approach is designed to be straightforward to deploy, practical to scale, and reliable to support across SMB, mid-market, and enterprise environments.

Easy onboarding

Easy

Dedicated teams support pricing, solution design, and tailored demonstrations.

Profitable delivery

Profitable

DATEL-led delivery reduces internal lift so your team can stay focused on customer growth.

Innovative solutions

Innovative

Cloud SWEET and Contact SWEET provide scalable capabilities for analytics, reporting, and contact center management.

Experienced support

Experienced

Longstanding platform partnerships and operational expertise support stable outcomes.

Implementation included

Implementation included

Remote installation, configuration, and validation are handled by experienced DATEL specialists.

Training included

Training included

Training sessions are tailored to team roles, workflows, and reporting goals.

Customer delight

Customer delight

Our service model prioritizes timely issue resolution and proactive communication.

Support resources

Support resources

Customers receive access to ticketing, training resources, FAQs, and product updates.