A digital and future proof citizen experience

Available and inclusive service for all needs

For life’s fundamentals

Taxes, driving licenses and questions regarding sick pay and parental insurance are questions that have a large impact on our lives. Answers and timely help mean peace of mind. Telia ACE is a comprehensive, cloud-based contact center platform that offers self-service solutions and automation that extend the opening hours of the contact center.

Telia ACE for government

For a better service and a more meaningful workday

Always open

We have seen a rapid development of self-service applications, and in the future the customers will be able to manage even more errands on their own. And not just simple tasks, such as ordering a certificate or schedule an appointment with a member advisor, but also tasks that are carried out in several steps.

Tervetuola

Government agencies is the backbone of the country and allows the citizens to focus on their lives. The services need to be available to all. People with disabilities, or who do not speak the local language, must find and understand the information they need to navigate the services you provide. Use technology to make their lives easier!

Safe and secure

Organizations in the Nordics are required to adhere to GDPR and data confidentiality regulations. This may include storing data on servers that are physically located within the borders of the EU. Telia has been a supplier of critical Swedish infrastructure since 1853, and offers data storage in secure Swedish datacenters and a safe journey to the cloud.

Tips and inspiration from the industry

Our customers continue to transform their customer service experience with Telia ACE from simplifying customer service to winning awards for excellent customer service throughout the Nordics. Dive into their stories and explore their journeys from challenges to practical strategies that improved both customer and agent experience.

How Swedish Svenska Spel optimized the digital customer experience

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…

Telia ACE on the move in Finland

During first half of 2021, Telia ACE has passed several major milestones in Finland. Most importantly, we have signed contracts with 35 new customers. A significant increase and an effect of advancing…

Quality, trust and innovation in the spotlight as Swedish Police force evolves national contact number, 114 14

The national Police Contact Center, PKC, and the National Phone Exchange, NTV, together process nearly five million calls made to 114 14 each year. Operations at these mission critical units is curren…

The Swedish Transport Agency stays at the forefront with Telia ACE

As previously reported, the Swedish Transport Agency has recently signed a major agreement for communication services with Telia. The agreement, which was signed after a procurement with tough r…

Future-proof contact center platform

Digitalization is happening everywhere and in every aspect of our lives. We don’t know exactly how it will transform our lives and our workdays, but we can be certain that citizen expectations will be higher in the future. A scalable and versatile digital communications platform will support your long-term strategy for serving the citizens – regardless of what it looks like today and how it will change in the future.

Making conversations flow across all channels

Telia ACE allows organizations in the private and public sectors to design optimal customer journeys with smooth conversations across channels. It ties together all customer communication, from traditional voice interactions to conversations in social or digital channels.

With Telia ACE you have a foundation that supports all aspects of the digital meeting with integrations, automation, video and more. With Telia as a partner you are in a good position to harness the technology of the future

Respecting citizen confidentiality

Do you have citizens who have the right to contact you anonymously via phone or chat?

The Telia ACE solution can be configured to meet confidentiality requirements, and allows you to stay transparent about when and how personal data is used and for how long it is stored.

Market leader

With 96 000 users, Telia ACE is a market leader in the Nordics. The platform integrates seamlessly with most third-party platforms, to cover all aspects of the customer journey.

Top notch consulting

Frost & Sullivan described Telia ACE as a solution with a perfect balance between technology innovation and human touch in their European CCaaS-report 2021.

On the forefront

Telia ACE spearheads the application of speech technologies and deep learning in the European CX market. Telia ACE is also one of a few select Google CCAI-partners.

Data-driven development

The contact center is gaining a more strategic role in all organizations, because this is where the data and competence to analyze it is located. With Telia ACE you have the tools you need to become a a catalyst for insight driven organizational development, and to achieve a successful digital transformation for higher efficiency and a better member experience.

Seamless multi-channel experience

Today’s citizens want to be able to find the answers they want, when they want them and via the channel of their choice. Increase accessibility by offering contact methods that meet the needs of all members, such as phone, chat, and text messages and view all contacts and interactions in the same user-friendly interface.

Telia ACE is intuitive and easy-to-use for all your personnel, both daily and more sporadic users.

All information at your fingertips

In organizations that are becoming increasingly complex , and with citizens with a wide range of queries, it is impossible for anyone to have all the answers to all the questions. A smart knowledgebase makes it easy to maintain an updated version of all frequently asked questions that may be needed in the call, chat, or meeting with a member.

Contact center trends

Super-agent

The agent’s new role is about problem- solving, and they need the right tools and the right personal characteristics to succeed.

Self-service

Customers expect to be able to carry out an increasing number of errands, even complex ones, on their own.

AI and analytics

AI and analytics are transforming the contact center to an insight hub with accelerating strategic importance.

“The chatbot – our little baby – now helps our members on its own. That gives us energy and motivation to develop more solutions.”

“If we make sure that the right information is up to date and easy to find, our personnel will not create work-arounds”

“The mindset shift that took place during the pandemic has created a new reality for everyone.”

NICKLAS MATTSSON, BYGGNADS, SWEDEN

HK TRADE UNION, DENMARK

FREDRIK LEMMING, TELIA ACE

Data driven

Do you have a hunch that things could run smoother? Or that you may benefit from reallocating resources, but can’t quite put your finger on how?

Take the guesswork out of the quality assurance control with real-time dashboards, member surveys and automated reports.

Integrations

You need a communications platform that is designed for interaction with other systems, and that will adapt as you evolve.

Telia ACE has open API:s that ensure a seamless and secure flow of information, and supports your digital transformation goals today and in the future.

Mobile app makes conversations flow

ACE to Go is a smartphone app that lets you manage all main call handling functions for the contact center, such as serving queues and waiting lists to answer incoming calls and make scheduled or pending callback calls from your mobile device.

These basic but powerful functions open for new smart ways of working and contributes to evolving the contact center’s role in the organization.

ACE To Go for people on the move

Seamless flows

By formalizing the contacts from first line to experts in the organization, a better citizen experience is created for both people calling in and for your staff. It also makes it easy for anybody to “jump in” and strengthen the team for those who don’t primarily work in the contact center.

Include the experts

With the smartphone app, it becomes easy for experts on the go to step in and add expertise to the contact center. For example, it is possible to create a “hidden” queue or waiting list for callbacks that not directly accessible in the IVR, but available to agents to forward contacts to if necessary.

Flexible workday

ACE To Go can also be a tool to offer a more flexible, mobile and sustainable way of working for staff in the contact center. Being able to perform some tasks, without having to sit at a desk is an attractive proposition for most. And we know that a good agent experience is key to an excellent citizen experience.

Use smart tools and AI to retain talent

Technology can contribute to making coworkers happier and staying longer. Self-service solutions and robotization can perform the simple and repetitive tasks, which means that the human workers can focus on more stimulating tasks.

It also creates new career paths and assignments, such as chatbot coach, content editor of the smart database, and robotization expert. AI and structured data analysis also open the door to roles in analytics, quality management and business development.