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…
ACE 22 has something for everyone. For example, the agent gets better directory searches and more control over storage rules. The administrator and coach get several small improvements for easier and more efficient operation and the content editor in ACE Knowledge gets smoother workflows. The…
Today we release a new iteration of ACE with several updates, both in our interfaces and under the hood. ACE 19 includes a number of enhancements for agents as well as for managers and administrators. ACE Interact, now lets you search Mitel’s CMG catalog and…
Leading analyst and consulting firm Frost & Sullivan recently published a comprehensive report with research on VE, visual engagement, as an opportunity for growth in the customer experience space. The report explains the different types of VE and highlights the benefits in many use cases…
Avanza isn’t just a popular bank for trading stocks and funds. They’re also really good at serving their 1,700,000 customers with up-to-date, easily accessible and high-quality information on their website using the ACE Knowledge knowledgebase. Quick updates with new content help offload customer service staff,…