DNA Multichannel Contact Centre

With DNA’s Multichannel Contact Centre solution, you can deliver a consistent and targeted customer experience that benefits both your customers and your customer service team.

 Call 0800 30 20 30

Ensure a high-quality customer experience with a multichannel customer service solution

With DNA Contact Centre solution, every customer can reach your business through their preferred channel, while your employees benefit from easy-to-use tools for managing customer interactions.

Digitalisation has changed customer behaviour. Customers increasingly handle routine tasks through self-service channels, while also expecting personalised service through the channel of their choice whenever they need it. With DNA Contact Centre solution, your business can respond to these changing expectations with a secure and scalable solution.

Customer interactions become easier when issues can be resolved at the first point of contact and your employees have access to all the tools needed for multichannel customer service. DNA Contact Centre brings together social media messages, calls and emails in a single intuitive application, enabling the smooth management of customer interactions across channels. The solution also allows you to utilise AI to support customer service, for example through speech recognition for analytics and more effective use of customer data.

The solution is built on the modern and continuously evolving Genesys Cloud CX platform, complemented by DNA’s service development expertise and high-quality project delivery. Genesys is a global leader in customer experience solutions. This secure and scalable cloud service is ideally suited to both medium-sized and large customer service operations.

  • High-quality and consistent customer service

    Provide consistent customer service through the channels your customers prefer, without requiring them to switch between channels. A modern and resilient architecture ensures smooth operations without service interruptions.

  • Business growth and continuous improvement

    Improve customer satisfaction and support business growth by making use of customer data across all channels. Develop and manage your operations with comprehensive management tools and AI-powered capabilities.

  • Efficient and easy-to-use solution

    The service makes everyday work easier for both your business and your customers. Your employees can work seamlessly both remotely and in the office, while open APIs and ready-made integrations simplify workflows and enhance the user experience.

Seamless customer interactions and deeper customer insights – AI support at every step!

Discover the AI-powered services available with Multichannel Contact Centre, designed to streamline the handling of customer interactions and enrich customer data, creating a new kind of service experience for customers, employees and businesses alike.

Nainen, jolla on kuulokkeet, digitaalinen kasvoskannaus, vaaleanpunainen tekniikkatausta, joka edustaa tekoälyä ja ihmisten välistä vuorovaikutusta.

A virtual agent welcomes your customers

Virtual agents help reduce peak-time congestion and assist customers without the need to queue. Your customers can receive support from virtual agents that can:

  • Prepare customers before they speak with a customer service adviser, for example by collecting authentication details, service-related information and responses to routine questions.
  • Handle simple enquiries quickly and efficiently from start to finish, such as changing an invoice due date or answering frequently asked questions.
Mies tietokoneen ääressä saa apua hehkuvalta holografiselta hahmolta modernissa toimistoympäristössä.

AI supports your employees

The virtual agent acts as an AI assistant for your employees, providing real-time support that helps speed up the handling of customer interactions.

  • The virtual agent provides customer service advisers with the information it has gathered, including conversation summaries and customer identification details.
  • The virtual agent transcribes conversations in real time and provides guidance on the most appropriate next step or recommendation for the customer (next best action).
  • The virtual agent automatically creates a written summary of each interaction, determines the contact status (for example, whether the case is open or resolved) and suggests an appropriate classification code for the contact.
Hymyilevä nainen kuulokkeissa, joissa on digitaalista grafiikkaa, mikä viittaa asiakastukeen tai virtuaaliseen viestintään.

Contact data improves customer insight

Your business can use AI-assisted tools to collect valuable data and gain access to extensive customer interaction data for analysis and continuous improvement.

  • Voice surveys for measuring customer satisfaction
  • Use of transcribed customer interactions to identify contact reasons, key themes and the topics customers are contacting you about
  • AI-powered sentiment analysis based on conversation transcripts, including keyword frequency, reductions in repeat contacts, quality monitoring and other valuable insights into customer interactions and service performance.

DNA's Multichannel Contact Centre solution in a nutshell

  • Voice channels: Inbound, outbound, and callback
  • Other channels: email, chat, web form, SMS, social media
  • Managing customer contacts in multiple channels with one solution
  • Connects the digital service to other customer services
  • Easy-to-use solution for both remote and office-based working
  • Recognises your customers with an automatic CRM integration or contact database
  • AI-powered capabilities to support customer service, including speech recognition and customer satisfaction surveys
  • Versatile management tools to surveil, report and recordings of your operation
  • Your customer service can use a browser-based user interface or workstation application
  • Resilient architecture
  • No maintenance outages
  • Easy to bring to use and to use

Multichannel Contact Centre is also used by DNA’s own customer service 

Our customer service is one of the largest in Finland, and we receive thousands of customer contacts every day through various channels. We have been satisfied with the system’s ease of use and versatility since 2021.

See also

With DNA VoIP PBX service, you can connect IP PBXs and similar communication systems to the public telephone network securely and cost-effectively. The service must be in use before Multichannel Contact Centre can be deployed.

With DNA Virtual PBX service, you can manage incoming calls more efficiently, make it easy for customers to reach your business through a single number and integrate the service with Multichannel Contact Centre.

DNA Business and Service Numbers ensure that your employees and business services can be reached easily by phone.

With DNA's Professional Services, you can ensure your solution is properly maintained and that agreed service levels are consistently met. We also offer customer training delivered by our experts on the settings and features of the Multichannel Contact Centre user interface, helping you get the most out of the service and enabling new employees to quickly become familiar with the solution.

Ensure excellent customer experience with quality solutions

Contact us, and we will help you find the most suitable customer service solutions for your company.

Send a contact request Call 0800 30 20 30