Interoperability and redundancy at the core

ACE SIP Connect supports your organization’s use of several SIP servers e.g. for redundancy or load sharing. ACE SIP Connect production infrastructure can send traffic to multiple servers as defined by predetermined rules.

ACE SIP Connect supports the following standards:

• RTP and SIP with TLS 1.3 is used for encryption
• RFC 4733 (RFC 2833), DTMF

The Telia ACE SIP Connect SIP-interface is based on the following specifications:

• RFC 3261, SIP: Session Initiation Protocol
• RFC 3323, SIP Privacy: id
• RFC 3325, SIP P-Asserted-Identity
• RFC 3326, SIP Reason Header Field
• RFC 4028, Session Timers in the Session Initiation Protocol (SIP)
• RFC 5806, Diversion Indication in SIP

SDP related RFCs

• RFC 2327 (obsolete) and 4566, SDP: Session Description Protocol
• RFC 3264, Offer/answer with SDP
• RFC 2833 (obsolete) and 4733 RTP Payload for DTMF Digits
• RFC 4568, SDP Security Descriptions for Media Streams

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Microsoft Teams in ACE Interact

Fully integrated into omnichannel

All ACE general omnichannel policies (routing, administration, reporting, intent detection) also work for email. The management and prioritization of e-mail can be customized to fit with other more time-critical media in an omnichannel strategy. E-mail messages can be automatically forwarded or put on a waiting list where the agent can preview the content with mouseover and pick what matches competence.

E-mail can be controlled and mixed with other channels or handled separately. Intent and errand can be automatically identified with text analysis, pattern matching, return address, subject line, and metadata. Information compiled by ACE may be presented to the agent or used to extract additional data from ERP systems via integrations.

Automatic replies can be made more personal with language comprehension and integrations with back-end systems. The routing engine can escalate e-mail automatically based on business data/rules such as SLA. The agent can direct further e-mails to colleagues or queues.

Statistics

Statistics and data are collected and stored in Telia ACE’s central interaction database with the same metric as for other channels. This creates uniform processing and makes it possible to compare data for channels in a combined strategy.

Create email deflection with smart contact forms

By adding ACE Knowledge to the mix, e-mail from contact forms can in some cases be completely discouraged.  This works by ACE Knowledge analyzing the form text and directly presenting content from the knowledge base that matches the customer’s query before the customer presses “submit”.

Helpful auto replies

Intent, case, and content of e-mail messages can be identified by various methods such as rule-based identification where words in the case line are matched to predetermined words. Other options such as social security number, case number or membership number can also be used and with ACE Knowledge it is possible to use Natural Language Understanding.

ACE Knowledge requires a separate license.

• Rule-based – match against keywords in case line or content
• Pattern matching – social security number, membership number, case number, etc.
• Natural language understanding (NLU) – for a more fine-grain classification (requires separate license for ACE Knowledge)

Access to all interactions

A threaded view of the dialogue is available and presented in ACE Interaction View. It makes it easy for any agent to go back and see the customer’s previus contacts across channels. For text based interactions like chat and email the actual content of the interaction is available.

Emails can also be put on hold while the agent works to solve the case. Relevant stats for the interaction are still recorded by ACE.

Macros and shortcuts

It’s possible to set up shortcuts for predefined common answers and phrases as well as for strings like agent name, date, customer name, case number or other interaction data keys related to the email.

Different teams can have different sets of shortcuts. Macros are managed by the team coach.

Smart knowledge base

With ACE Knowledge,  it’s possible to provide more detailed answers using text your smart knowledgebase, including attachments and links.  Naturally you have access to spell-check and personal signatures and it’s possible to configure multiple selectable senders.

ACE Knowledge requires a separate license.

Place emails in queues and waiting lists

An agent may put an email back in a queue or in the personal waiting list of another agent. Any draft reply is included so that a colleague can pick up and finalize in a simple workflow.

Address book built in

The agent has access to a personal address book, a central address book and may also use the organisation catalogue for lookups.

• create, modify, and delete meeting types
• see, change and cancel all meetings
• see all the information about meetings
• change a specific meeting
• see statistics like total availability versus the number of bookings
• switch booked agent
• create new meetings
• create groups of agents who can be booked for certain meeting types

For the customer, the booking process is simple. In just four steps, the customer goes from seeing available meeting types to a scheduled meeting. The customer chooses the meeting, time, fills in their details and any comments and then immediately receives a confirmation of their booking. Done!

If the customer needs to update their contact information or cancel their appointment, it can be done directly via the confirmation sent by e-mail and/or sms.

Book callbacks online

Callback can be offered for immediate calls or by allowing the customer to choose a suitable time from a schedule. At the scheduled time, the call is routed to an agent. If the option to specify the task type is used, the call is directed to an agent with the right skills. 

Easy to configure

The coach can easily configure different opening hours for different teams so that the customer is directed to an agent with the right skills. It is also possible to configure other things, such as the automatic acceptance of  callbacks. 

View availibility on the web

The customer can be offered to book an appointment onthe website based on opening hours that also take into account holidays or other changes to the opening hours. It is possible to configure how far in the future the customer can book a callback, for example today or ten days ahead. If you choose to let the customer book a call right away, the current queue time will be displayed instead. 

Instant or booked callbacks

On the same web page, instant or booked callback can be offered depending on context, such as bot conversation or via navigation. Even a voice bot or free speech solution can provide callbacks with errand type based on identified intent. 

Errand types

Callback can be provided with different errand types based on context on the website so that it is securely routed to an agent with the right skills, and for smart follow-up in the statistics. If ACE Chatbot offers callback, it can add a case type based on context and conversation that puts the callback right. 

Agent’s possibilities

During the call, the agent can add information, such as comments. Any information added will be included if the call is forwarded to another agent. The agent can give feedback on how the callback call went as part of the wrap-up, the feedback can be followed up in the statistics. If the agent creates a callback during the contact, some fields are prefilled with information from the contact 

Queue status

The current callback queue status can be monitored in real time in ACE Monitor. 

Agent opportunities

During the call, the agent can add information, e.g. comment. All information added is included if the call is forwarded to another agent. The agent can provide feedback on how the callback call went as part of the wrap-up, the feedback can be followed up in the statistics. If the agent creates a callback during an ongoing contact, some fields are filled with information from the contact

Queue status

Current queue status for callback can be monitored in real time in ACE Monitor.

Complete chat function with great benefits

All ACE general omnichannel policies (routing, administration, reporting, intent identification) apply to chat. The agent can see in ACE Interact if the customer is securely authenticated, for example with Mobile BankID and who the customer is. Chat sessions are encrypted to protect customer privacy. 

General routing policy

Telia ACE general routing policies are applied to chats. Chats can be routed based on several different intents. Customer data and the customer’s intent are compiled on the web and accessible for the agents. The same data can be used to automatically look up information in underlying ERP systems. Chats can be forwarded to colleagues or other queues if necessary, and all information is included during the chat’s lifetime. 

Chats are routed to agents using push and pull or a combination of both. 

Statistics

Statistics and interaction data are stored and compiled in a common database and with the same metrics as other channels. This ensures consistent channel interaction statistics. Statistical metrics are synchronized with each chat status, to avoid duplicates on, for example, AHT. 

Configuration and customizations

Webchat is presented on the web page with an inline, floating or bot widget. The SDK includes features for queue information and opening hours. The configuration and customization of chat widgets is done in a graphical interface, both styling and icons. 

Integrate with ACE Knowledge

Chat contact form or contact us data can be integrated with ACE Knowledge. With ACE Knowledge, relevant answers to the customer’s question are presented directly in the chat, limiting the need to send emails. 

Chat opening hours

Opening hours are configured in ACE Coach and presented seamlessly in the widget on the website 

More features

Offer the customer to switch to video calls or to have a copy of the conversation emailed after the chat ends. ACE Video requires a separate license. 

Examples of features

• Targets for the number of concurrent chats can be configured at the individual level. The system automatically controls the chats according to routing policies until the target is reached. Agents can engage in more conversations by accepting more chats 
• A threaded conversation history is available in ACE Interaction View. This is useful when different agents have had multiple interactions over time, in different channels, with the customer. For text-based interactions, the content of the conversation, automatized default phrases such as greetings and endings are displayed. It saves time for agents.  
• Stored responses saves time and quality assures communication— keyboard shortcuts for common responses—macros that expand to agent name, date, customer name, case ID, or other interaction data related to chat— macros can be administered by the coach— different sets of saved responses can be defined for different teams

• ACE Knowledge, can be used for more comprehensive responses including attachments and links 
• Spell checker for agent’s response 
• Place the chat in an ACE queue or waiting list or other agent’s personal queue 
• Personal address book, common address book and organization directory 
• Clickable links received by the agent by the customer are opened in a secure “sandbox” environment 
• Standard configured widget inline/floating/bot widget 
• Integrated features for information about queue times and opening hours 
• Color and shape CSS 
• Customize widgets or apps with the Web SDK 
• The agent can reply to chats from a list, or chats can be automatically distributed until each agent’s individual parallel chat targets are reached. 

Reach the right people at the right time

With Telia ACE Campaign & Dialer, it’s easy to plan and schedule campaigns. It is important to be able to easily reach the right people at the right time and in ACE Campaign &  Dialer there are features for processing and prioritizing different address records to, for example, reach different target groups at different times. Efficiency is also increased by ACE Campaign & Dialer automatically adapting to the response rate, thus reaching more customers. 

Automatic dialing saves time when a call is connected to an agent only after the call has been answered by the customer. Time is also saved between each call and, in addition, busy lines and no answer-calls are sorted out, i.e. those calls are not routed. The dialer can also use over-dialing. The dialer then makes extra calls based on available agents and statistical models. Over-dialing minimizes the time when an agent is waiting for a new call. 

Key features

• Calls can start when there is an agent available or dynamically, based on what the system learns about audience behavior, such as response rate. It allows more calls to be made.  
• Automatic balancing of the number of agents in outbound and incoming telephony teams. If the waiting time for incoming interactions is too long, agents can automatically be moved from campaign to incoming queues 
• If you want to work with campaigns without a dynamic dialer, there are two methods: calls are assigned to the agent automatically or the agent can pick calls from the preview dialing list 
• Campaigns can be started, stopped, paused manually, or automatically on schedule. For example, campaigns can be timed to stop at certain times of the day, e.g. so that no calls are made after 21:00 
• With a priority schedule, it is possible to have different strategies that prioritize which campaign records to call out at different times. It provides the opportunity to increase the response rate based on knowledge of when different target groups are available 
• Dialing number is adjustable per campaign 
• Ace Knowledge call script to support the agent (ACE Knowledge requires a separate license) 
• The agent can provide feedback on how the calls went:
  • Close – The agent has reached out with his message and has received successful acceptance, e.g. received order or completed survey
  • Declined – The agent has reached out with his message but has received negative acceptance, e.g. not interested, already has the product
  • Loss – The agent has not been able to get his message across, such as the wrong number, no longer lives here or speaks another language 

More features

• Name your own reasons that describe why it was Close, Declined or Loss.  For example, Close – received order, Declined – not interested, Loss – does not understand Swedish 
• A feedback can also be to call back later. The agent can then choose whether someone else working on the campaign should call back or whether to call back in person 
• The system can automatically document feedback for events such as “no response”, “busy”, “blocked”, etc. 
• You can set rules for automatically rescheduling calls in certain outcomes, such as try again after five minutes at busy or call the next day in case of no response 
• Priority on individual campaign records can be set or changed based on outcome, via import or based on schedule and business logic
• You can have multiple phone numbers, to call from, per campaign post 
• It’s easy to import new campaign records or close stale campaign records from a text file, Excel file, or through an open API 
• Ability to export connection and bleeds for campaign records 
• Real-time monitoring and follow-up with ACE Monitor 
• The coach can easily track progress and results with statistical reports and see the current state of the campaign and those working on it 
• You can set a maximum cap on the percentage of “silent calls”, and the system ensures that no more than one “silent call” takes place against a phone number 

Fully integrated chatbot

ACE Chatbot is an integrated component of ACE following all general omnichannel policies (routing, administration, reporting, etc.m.) as other functions of ACE. 

Deploy and train

The chatbot can be set up in app or on web according to wishes and needs. The user cases are modeled in ACE Knowledge and the bot is integrated using scripts that retrieve the software from our cloud service or own storage. 

The chatbot’s abilities are continuously built up and improved with both supervised training and self-learning from user data. It learns synonyms, new expressions and which answers work well by itself. Supervised training uses real user data and a coach helps the bottom understand real questions and fine-tune their answers or actions. 

Smart chatbots use smart knowledge bases

ACE Chatbot can answer customer questions with knowledge from ACE Knowledge. Use the bot as a visual IVR to guide the customer right with buttons in a graphical interface along with free text and context, such as navigation history on a website. 

Uses intent to guide chat to agent with the right skills when needed and takes into account context, such as on which web page chat is started 

Self-learning

ACE chatbot is self-learning based on common questions and best solutions. GUI for supervised training. 

ACE chatbot can be integrated with and retrieve information from support systems through REST and JS APIs. 

Part of a proactive web

The chatbot can be initiated automatically based on the customer’s behavior and business rules. 

Routing

Suggest relevant answers based on understanding the specific question the customer asks or refer the customer to the best channel based on the question and context, such as web navigation, current queue times, time of day, and more. You can also control chat to agent or from chatbot to callback or email. 

It is also possible to convey identified intent and interaction data to ace routing engine. 

Integrated contact paths

Integrated contact paths that use support systems for e-mail forms, for example, with links to business or CRM systems.