Optimal staffing at all times

Staff who sit idle are an unnecessary cost, and conversely, understaffing leads to excessive waiting times. Both problems can cost the business dearly. With the help of Telia ACE open interfaces for staffing optimization, it is easy to use all the data available in the system to staff correctly. The right information is a prerequisite for optimizing for both service and costs.

Telia is a partner with Calabrio (formerly Teleopti) and Telia ACE has a ready-made adapter for their WFM (work force management) that includes everything you need to optimize staffing, staff, and customer service throughout your business. Calabrio WFM is in our cloud just like Telia ACE.

Market-leading AI under the hood

Dialogflow, a google cloud service, makes it possible to build text and voice interfaces that communicate naturally with users and understand their needs. The strength lies in the understanding of language, so-called natural language understanding (NLU) market-leading speech recognition and speech synthesis. ACE customers can use this strength, for example, in chatbots and voice response solutions.

With our turnkey integration with Google Dialogflow, you can bring your voice and text bots with you and easily connect them with ACE for, for example, seamless handover to agent. This applies to those who are already using Dialogflow.

If you want to use a complete solution for virtual agents across all channels, take a closer look at our ACE Virtual Agent offering based on Google Contact Center AI where Dialogflow is one of the cornerstones.

Record and save as needed

The ability to record calls is important for many companies and organizations. Ace Recording G2 allows for calls to be recorded to document interactions with customers, whether it’s coaching employees, documenting business deals, or threatening conversations. In some industries, there are legal requirements to store the calls for a certain period.

It is also possible to see which agents are having a conversation right now and listen to them to offer good coaching.

Intgrate with market-leading bots

Boost.ai is one of the market-leading virtual agent platforms in the Nordic region with advanced AI capabilities and an easy-to-work developer interface. If you use Boost.ai today and want an integrated overall solution together with ACE, this is the feature for you.

With this integration, you are offered an easy-to-configure chatbot widget for publishing of your Boost.ai bot on your website with built-in support for handover to agent for live chat. You also get access to features that show opening hours, queue times and the possibility of easy configuration of case management via available contact routes.

For those of you who currently use ACE Knowledge, it is possible to use guides in the knowledge base in a Boost.ai bot as well as the possibility to use Boost.ai as an integral part of your ACE Knowledge implementation for the online customer meeting.

Bots working together

If you currently use the ACE Chatbot, you can combine it with Boost.ai in the same end user interface (widget) on your website.

As an additional service, it is also possible to voice control your Boost.ai bot for use in the IVR.

In future versions, we will also be able to offer customers to use Boost.ai together with ACE in social media channels, also there with the possibility of handover to agent.

Flexible authentication in all interactions

BankID enables companies, organizations and authorities to identify and enter into agreements with private individuals on the Internet. BankID is an electronic ID document comparable to passports, driving licenses and other physical identification documents. With our adapter, secure authentication can be included in the customer flows you build in ACE.

Take ACE to the web

The ACE Web API opens the ability to allow the end user to communicate securely with ACE on your website, to receive information and perform certain tasks. For example, you can view the current queue status of different contact channels and opening hours for all entrances. It is a good service that facilitates the customer’s choice and planning.

The interface also makes it easy to order callback, either as soon as possible (real-time updated wait time is displayed), or from a schedule of available times that consider dynamic parameters in the contact center.

Move and store your most important data

Ace API against Interaction View enables you to export content and data from interactions. This makes information from Interaction View available to other systems for storage, search, and analysis. A common application is to move information about customer interactions to CRM systems if, for example, you want to long-term store the content there.

An API for a simpler everyday worklife

A screen pop facilitates the agent’s everyday life, for example by picking up the customer’s case number from the email or phone call. It automatically opens the correct customer image in a support system, saving between 10 and 20 seconds of the agent’s time at each individual interaction. Ace Screen Pop API works both against systems that have web interfaces and against installed applications on the agent’s computer

Tailor the agent’s work environment with integrations.

The ACE Agent API enables integrations to be made between the contact center platform and the CRM system (or other supporting systems) by creating views and exchanging features and data. This can be done both by using frontend JavaScript or by using backend integrations. For example, use it to make the agent’s tools connect with the graphical interface of your supporting systems.

As an example, part of the CRM system can run in a “card” inside ACE Interact. In other words, it is possible to work in two systems in one view. When a call or chat comes in, data, such as customer ID or case number, can be forwarded automatically to the CRM system. It saves time and reduces the risk of errors. It can also be useful for making a screen pop.

Visualize and understand the interactions

Using the Interaction Analytics tool, you can use each interaction to work on the customer meeting of the future. To help you, you have, among other things, word clouds and graphs that make it easy to see what is happening in the conversations, what is trending, what stands out and you can connect keywords and phrases.

Here you take the helicopter perspective and see relationships that affect customer relationship and satisfaction. For example, a new trend in customer service calls can provide a clue about a technical problem or an open possibility to act proactively in customer communication.

With an overview of what is said in your interactions and why, you can better understand the needs of your customers here and now. It will be possible to act and make communication more proactive, which in the long run gives more satisfied customers and more satisfied employees.