Scrive eSign

The best signing solution on the market

Instant digital signatures

Instead of sending papers to the customer, which you hope they sign and return, the customer can read through the document directly and sign during the conversation. The document to be signed can be sent to the recipient via email, sms or be delivered by our chatbot. The signed document constitutes a legally binding agreement.

Track the process

ACE E-sign also makes it possible to automatically keep track of when a document is sent out, when it is opened by the recipient, and when it has been signed. The process also gets full traceability including IP addresses, dates, and time stamps. The solution can be integrated with Mobile Bank ID, but also allows other methods of signing.

About Scrive eSign

Easy processes for fast and secure digital signing
Compliance with services under the EU eIDAS Regulation
Secure and flexible archiving of signed documents

An integral part of ACE Interact

With a fully digital online signing solution, ACE E-sign, customers can quickly and securely sign documents. No papers needed to be printed, mailed, signed by the customer, and sent back.

With ACE E-sign, the customer can read through the document directly and sign during the conversation. By fully integrating ACE E-sign into ACE Interact, ACE Interact makes it easier for the agent to follow the customer throughout the process – from first contact to finish.

Secure document and agreement management

Telia’s ACE E-sign stores the signed documents securely in the system, but it is also possible to store the documents yourself.

Follow the process

ACE E-sign also makes it possible to automatically keep track of when a document is sent out, when it is opened by the recipient, and when it has been signed. You get full traceability withIP addresses, dates, and timestamps. The solution can be integrated with Mobile Bank ID, but also allows other methods of signing.

See when the document is signed

The document to be signed can be sent to the recipient via email, sms or delivered by ACE Chat Bot. The signed document constitutes a legally binding agreement.

ACE E-sign also makes it possible to automatically keep track of when a document is sent out, when it has been opened by the recipient, and when it has been signed.

The process also gets full traceability including IP addresses, dates, and time stamps.

The solution can be integrated with Mobile Bank ID, but also allows other methods of signing.

More information at Scrive

Scrive provides trusted services under the EU eIDAS Regulation and can offer all levels of electronic signatures under the Regulation.

For more information about eSign and Scrive, visit www.scrive.com/.

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ACE Workitem API

Create, control and follow up tasks

Manage everything in Telia ACE

With ACE Workitem API you can take advantage of Telia ACE’s opportunities for prioritization, queue management and forward management of virtually any task. It doesn’t have to be an incoming contact, but can be an alarm, a store event, a case, or an event on another system.

By integrating Telia ACE with, for example, CRM systems, cases can be allocated in the same way as calls and chats and you get the opportunity to staff agents/agents for these cases in the same way as incoming contacts. Information from connected devices, IoT, can also be directed to a receiver with the right skills in real time. It can be, for example, elevator alarms or villa alarms, so-called e-tasks.

About ACE Workitem API

Manage tasks such as e-task quickly and efficiently
Scalable to handle really large volumes
Open formats provide great flexibility in where and how to create e-tasks

Manage more than just interactions

By managing cases, issues and events through the Workitem API, it is possible to leverage the strengths of ACE to route and distribute tasks in real time and get detailed statistics to track performance and optimize flows.

A selection of functions and features

A “workitem” is a universal XML-based object that can be managed by ACE, provided with data from different sources, and contain a task to be handled by a person with the right skills
Scalable, robust and manages large volumes
In Workitem, you can send a link to the object you want to control, such as a document or case. For example, when a case in a CRM system is directed up to the agent in ACE Interact, the case can be automatically popped in the CRM system. See more in ACE Screen Pop API
Creates and controls objects based on analysis of the content
Customize which workitem business data to display to the agent in ACE Interact
Workitem is stored in ACE InteractionView in the same way as e-mails and other interactions

Some examples of available commands

AddWorkItem – you can create e-tasks for example cases, IoT, social media
GetContactId – retrieve a unique identifier in Telia ACE that can be used, for example, as a reference in your CRM system to link the interaction in Telia ACE with the case in your CRM system
UpdateContactData – Add business data to accompany the agent
CloseWorkItem – makes it possible to close an e-task that has not yet been directed to the agent

Please contact us for full API specifications.

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ACE Virtual agent

With the power of Google CCAI

A new kind of employee

With ACE Virtual Agent, you take your customer experience to the next level. Let the best AI on the market answer customers’ most frequently asked questions or help them with self-service for routine business. When needed, the virtual agent forwards the call to the right agent and all relevant history comes with it. The result is a better experience for both your customers and your employees. 

ACE Virtual Agent allows you to set up once and then put it to work in all channels, both text and voice based. Let it meet and converse with your customers to help them in chat with text or in regular phone calls. In short, where and when it suits the customer best and with the same response and quality regardless of channel. 

About ACE Virtual agent

Based on Google’s market-leading AI
A better experience for both customer and agent
The same logic can be reused in different channels for voice and text

Listens, speaks and understands

ACE Virtual Agent is an integral part of ACE that builds on Google Contact Center AI and communicates with the other components of the ACE platform using ace conversational hub. 

ACE Virtual Agent can be implemented as part of a complete solution with the rest of the ACE suite or as a standalone complement to your customer service. 

As one of a few partners globally, and the only one in the Nordic region, we at Telia can offer these features to our customers as an integral part of ACE.

What is CCAI?

CCAI, Contact Center AI, is part of Google Cloud and consists of three main applications built on their AI technology.

Learn more about CCAI on cloud.google.com/solutions/contact-center  (opens in new tab).

Better self-serve service with Virtual Agent. Meet customers with text and speech, 24/7 
Better human help with Agent Assist, which interprets the conversation and helps agents with real-time information and suggestions 
Better understanding of your customers with Insights who find trends and draw conclusions from interaction data

Key features

Uses Google’s market-leading technology to speech recognition, speech synthesis, and natural language comprehension

Create automated conversations in text (chatbot) and speech (voicebot) and reuse dialog flows, trained intentions, and system integrations across all your channels

Create individual self-service services or build your entire customer input with Virtual Agent — on the web or in the voice response

Ready-made integrations to draw knowledge from ACE Knowledge to answer questions
Ready-made integrations for customer identification with, for example, Mobile BankID
Real-time translation capability (add-on service)

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Talkamatic TDM

Next generation of user centric conversational AI

Next generation conversational AI

TDM from Talkamatic has built-in support for many of the dialog types that are making us humans so successful in communication towards a common goal. This enables Conversational AI far beyond the Voice-control and QnA like dialogs that we are learning to use today.

TDM does for example support instructional dialogs, dialog search, and educational dialogs. TDM also has support for a number of general language phenomena that otherwise would have needed to be programmed.

By having access to TDM through Telia ACE these advance dialog functionalities can be combined with your preferred ACE-solutions to create an even more user-friendly Conversational AI and open up for new valuable use cases.

About Talkamatic TDM

Build instructional dialogs adapted to your users
Powerful dialog search in large datasets
Manage and switch between topics in parallel dialogs

Instructional dialogs

This example shows an instructional dialog for recipes adapting to the user’s needs. Other use cases for instructional dialog can be troubleshooting your router, replacing a lightbulb in your car, or mounting your new furniture. Perfect to prepare a customer while waiting for human assistance, or to avoid the human service completely.

Dialog search

Here we present how our incremental search functions supports the user in finding one person in a database from Eniro containing millions of phone numbers. Dialog search can of course be used in combination with other dialog features and is equally effective when searching for a specific piece of clothing, a weekend journey, or a needle in a haystack.

Educational dialogs

This educational dialog is taken from a cooperation with Helsingborg Stad around SFI (Swedish for immigrants) education. The possibility to create education and training based on the the user’s needs and knowledge level has a big value in many different fields.

Topic switching

For humans it is natural to switch topics and at a later stage return to the previous dialog. TDM can keep track of multiple conversations and help the user not losing context. This is an example where we, in a unique way, use multiple voices to help the user keep track of the different conversations. Some of the dialogs are developed in cooperation with Volvo, Ericsson and Veoneer, hence the driver related dialog topics.

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Salesforce adapter

A softphone widget that is opened as an app in Salesforce

Connect ACE Interact with Salesforce

ACE Salesforce Adapter is a softphone widget that is opened as an app in Salesforce. It offers a part of the functionality found in ACE Interact along with other Salesforce specific features.

About Salesforce adapter

Incoming calls, outgoing external calls, callback calls
Make call, mute/unmute, park call
Enquiry/Transfer to queue or a phone number
Conference
Change ACE Worklevel
Wrapup time can be prolonged, if configured in ACE
ACE contact data can be configured to be shown in the adapter
Queue status for ACE queues
Set Storage class, to use with ACE Recording G2
Recording on Demand for NICE recordings

Calls

An agent can handle incoming calls and outgoing external calls. When a call is established the
features mute/unmute, park, conference, enquiry to queue or phone number are available. The
agent can extend wrap up as well as change the work level in ACE. If “Recording on Demand”
(NICE recording) is activated in ACE, it is possible to record a call.

Click-to-call in Salesforce

For outgoing calls, the click-to-call function in Salesforce is available, meaning that when
clicking on a phone number in Salesforce an outgoing call is automatically started in the ACE
Salesforce Adapter. The “click-to-call” function can also be used when doing an enquiry

Callback

A user can handle callback in the adapter, with the same features available as for incoming
calls. When ending a callback call, feedback must be chosen from a dropdown.

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ACE BookMe

Book advisory meetings directly on your web

Advisory meetings made easy.

BookMe offers a simple booking process for the customer who can book personal meetings directly on the web. Available slots are displayed automatically and the calendar is updated in real time and confirmation is sent to the customer by e-mail and sms. The agent can change bookings, cancel, and create new bookings in their own BookMe view.

About BookMe

Increased accessibility
Voice, video and screen sharing
The customer books personal meetings directly in the web
Confirmations and reminders with automated e-mail and sms-mailings
The agent can easily book and change their own meetings

Configuration in BookMe

BookMe settings are configured in BookMe Admin. The administrator can

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

Handle bookings in BookMe Admin

In BookMe Admin, all BookMe settings are made in the built-in WYSIWYG editor. Set how long the meeting should be, time for wrap up, and whether you should let your customers choose an agent for the meeting or if BookMe will assign the meeting to an available agent automatically.

Write a brief description of the meeting, set up which group of agents will handle the meeting, and finish by creating sms and email confirmation and reminders.

Each meeting type has a group of agents associated with it. An agent can belong to several different meeting types in BookMe.

BookMe can use information provided by the customer at the time of booking to personalize email confirmations and reminders.

Easy booking process for the customer

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.

BookMe is available in English and Swedish with Danish and Norwegian coming soon
Requires Azure AD and Office 365
SSO- MS Azure AD

More about BookMe

Intuitive online booking system saves time at HK

Making or rescheduling an appointment shouldn’t be a big deal. And making appointments online in an intuitive online system is considered basics in today’s customer experience. HK implemented Telia ACE’s BookMe, made significant time savings, and non…

Do you suit up or not for the video call?

A common misconception is that a video meeting is like a phone call with a picture. But that is not true. A video meeting is like meeting in real time, minus the travel time. It is as flexible as it is sustainable, and it is also effective as remote …

Webinar – BookMe

Welcome to a webinar about new functionality in ACE BookMe, a Telia ACE tool for customer service remote meetings.

The functionality will add an effortless channel to set up customer meetings. The meetings can be voice and video with screensharing possibilities but also other video meeting functions. ACE BookMe provides a web interface for the booking of the meetings, including the necessary confirmations and reminders with automated e-mails and SMS. 

Please note that this webinar is presented in Finnish and English.

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