Telia ACE 24 is here. It includes a number of big and small updates for increased usability, compatibility, and performance. For the growing Finnish market, it is good news that Telia ACE 24 works for organizations with the Cisco-based communications platform Telia TOP Max. Agents…
Telia’s contact center solution Telia ACE has been named one of the most innovative when it comes to solutions for Contact Center as a Service, or CCaaS. World-renowned information and growth consulting firm Frost & Sullivan highlighted Telia in its European Contact Center as a…
A smart knowledgebase stores the organization’s information in one place and makes it available to the right target audience. It also makes it easy for both employees and customers to find the right answers to their questions. It has a powerful search function that “thinks…
Telia now launches ACE version 23 with several new features and improvements. Our web-based administration tool ACE Coach is gets much more useful with powerful management of IVR menus and several minor updates that facilitate and streamline day-to-day administration in the contact center. As part…
Emma Berglund works as a CX consultant at Telia and helps our customers get the most value from their digital customer meeting solutions. During CX Weeks she held a webinar and shared how Svenska Spel reduced the number of calls to customer service with 23…
Halmstads Fastighets AB, with its more than 11,000 apartments, is the largest player in Swedish municipality Halmstad’s housing market. Now they have won Public Housing Sweden’s digitalisation award “Den vita älgen” (the white moose) in the category “Initiative for residents”. The award is given to…
The trade union Byggnads is working actively to modernise and improve service towards its more than 100,000 members. For that purpose, they are building smart voice and online services using Telia ACE. They’re already up and running with chatbots on their website but are now…
Nobody wants to contact the support. But when something doesn’t work, all we want is for someone to help us. Olivia Lindqvist is one of the heroes who works as a coordinator in the Telia ACE support, and she describes herself as a natural-born problem-solver.…
With more than 11 000 apartments and 300 commercial premises, HFAB is the largest player in the Halmstad real estate market. That means that their customers will reach out with questions every day. HFAB recently launched ACE Knowledge with a smart FAQ on their website,…
IVR and online self-service in various forms have been around for a long time. But as technology improves, so do the possibilities and self-service is still a hot topic. The Swedish industry magazine Telekom Idag recently reached out to ask about self-service in the contact…