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Frost & Sullivan rates Telia’s contact center solution one of the most innovative

  • 3 min read

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 Service (CCaaS) report, and Telia ACE was placed on the “Frost Radar”, a European benchmarking system for CCaaS players aimed “to spark companies to action”.

“Telia provides a truly all-in-one contact center solution that spans across the CX landscape and spearheads the application of speech technologies and deep learning in the European CX market,” says Federico Teveles, Industry Analyst at Frost & Sullivan.

Frost & Sullivan underlines Telia’s strong strategic vision for ACE in the future and the ability to assist customers to turn the innovative portfolio into business value. According to the report, Telia ACE is a solution with a “perfect balance between technology innovation and human touch”.

“Telia is one of the most trusted CCaaS brands in Europe due to its early-to-market approach and long-time experience,” Teveles continues. “Telia ACE is about designing customized customer journeys, empowering agents and customers, and generating effective conversations between business and customers across every contact channel, including voice, social and digital. Telia has become a reliable and knowledgeable partner that enables organizations to digitally transform and overcome the CX challenges of the 21st century.”

Telia ACE has a product portfolio for the customer engagement which includes both technology and professional services. It allows organizations in the private and public sectors to design customer journeys with conversations in channels from traditional voice interactions to conversations in social or digital channels. With 96 000 users, Telia ACE is the market leader in the Nordics.

Telia ACE was also one of the first selected Google CCAI-partners, or Contact Center Artificial Intelligence partners, enabling Telia to further use artificial intelligence to support agents and customers.

“Frost & Sullivan named Telia as a top player for innovation partly because Telia has been fast in implementing new technologies and has some of the markets most innovative use cases of new technology,” says Mathias Johansson, Head of AI & Automation Products & Consulting at Telia. “Telia has been pioneers within speech technology and is an early adopter of deep learning for human language understanding.”

Fredrik Lemming, Head of Sales Telia ACE at Telia Company, says: “We know what’s crucial for an organization to maximize the value of the platform. We are passionate about the customer experience and to provide the agents with tools that make their job stimulating and fun.”

Download the report