ACE Platform
The ACE platform for contact centers is developed by Telia and based on a solid understanding of customer experience. For us, investing in long-term, sound relationships with our customers is just as important as developing cutting edge features.
We fully understand that customer service is a crucial element of your business, and that you require a high level of availability. Therefore, we have designed a dependable solution where we take care of servers, backup and monitoring 24 hours a day, 7 days a week, all year round.
When you purchase a cloud service you have a fixed monthly fee for the features you use, and it is easy to scale up or down in line with your changing business needs. Welcome to our cloud!
An access system that strictly regulates what individual users can view and carry out is included in Telia ACE, and all access is automatically logged. The access system allows you to manage the parts of the solution that are accessible to administrators, customer service managers and agents. There is also a feature for organizational areas, which allows multiple devices to seamlessly share the solution. You can manage contacts between different parts of the organization and monitor the units separately.
To make it easy for you to have Telia ACE run seamlessly in your business ecosystem, we have more than a dozen APIs that enable smooth client-side and back end integrations, as well as adapters for quick integration off the shelf. Learn more about the available opportunities below.
A more enterprising chatbot
The chatbot is good at conversing with customers and is always ready to send full responses from the ACE Knowledge database. You can also have the chatbot function as a self-service tool. For example, users can handle all their affairs directly in the chatbot instead of taking the long route via “My Pages”, and it can be used to help the customer make a change of address or order automatic payments. We have open interfaces that allow you to connect to your business systems.
Work more productively with CRM integration
Using CRM integrations, information from the contact centre can be exchanged with the CRM system in real time. For example, they can be used to get the graphical interface and the agent's tools to interact in a coherent way. One useful feature is the capability to allow some of the CRM system to run as an individual window inside ACE Interact. In other words, you can work in two systems in the same graphical interface.
Screen pop-adapter
A screen pop facilitates the agent's working procedures by identifying the customer's task number from the email or the phone call. It automatically opens the correct customer profile and saves the agent between 10 and 20 seconds for each contact. The screen pop interface works both with support systems that have web interfaces and with applications.
CRM integrations
CRM integrations enable Telia ACE to integrate with other case management systems or business systems such as Microsoft Dynamics and Salesforce.
Switch adapter off the shelf
Telia ACE has ready-made adapters for the market's largest switches such as Cisco, Avaya and Mitel. This allows you to buy both PBX and telephony from a different operator while retaining the use of and all the benefits offered by our complete contact centre.
Media integrations
Making it easy to talk
Many customers prefer to be called at a time of their choosing rather than calling customer service and risk having to wait in line. We have integrations that allow you to request a callback from the web page or chatbot. It is also possible to let other business systems generate records to customers to call.
Load the campaign lists
In both companies and organizations, there will be occasions where you need to call a significant number of customers or citizens to convey some type of message. We have open interfaces that allow you to integrate with a customer database or sales support system to ensure that you can create records automatically with customers to call, and then automatically forward these to the agents.
Everything can be controlled using e-task
By integrating Telia ACE with CRM systems, tasks can be distributed in the same way as calls and chats, and you can schedule agent staffing needs to manage these issues in the same way as calls, emails, and chats. Information from IoT such as an elevator alarm or house alarm can also be directed to real-time customer service. We call it e-task. It is also possible to integrate with social media platforms and pick up messages which are routed to the right agent.
Text tirelessly
A text message interface can be used if you want to send large quantities of text messages to entries in a customer database. It is also possible to receive responses and generate self-service options, and customers can respond via text message if they want to subscribe to information.
Load data
Adapter for Active Directory
Using our adapter for Active Directory, you can connect Telia ACE to the user directory, which facilitates both registry maintenance and searches for people or expertise; useful for operators who need to forward calls in the organization. An important security aspect is that you can automatically lock the account in the system when someone leaves the company. Likewise, name changes, for example, are automatically mirrored in Telia ACE.
Single sign-on
Facilitate the lives of users with a single sign-on solution which means they do not have to log in on multiple occasions. A single sign-on gives users access to all systems they are authorized to use. Telia ACE is compatible with Microsoft ADFS, and the link to Active Directory means that life for the user is made easier while the organization or company remains secure.
Unload data
Historic Data Interface
All business and customer data that is tied to your many media interactions with customers, including the times of these events, can be collected if you so require. You can also export for use in big data analysis systems and advanced statistical calculations. To make life easier for you, there are also excellent tools available for GDPR compliance.
Interaction View Interface
The Interaction View Interface makes it possible to export the content of emails and chats. It is frequently used to export information concerning all customer interactions to CRM systems, and for example if you need long-term local storage rather than in the cloud.
Statistics and Workforce Interface
The Statistics and Workforce Interface is used to integrate with different types of workforce planning tools. It automatically downloads the aggregated statistics, such as answering and handling times, and volumes. The knowledge gained helps you optimize customer satisfaction and costs.
