Better workdays and patient experiences
For a seamless patient journey
Good care from the first contact
Health care providers come in all shapes and sizes, with different operating hours, number of contacts and ways of working. Tailor your patient contact solution to meet the unique needs of your organization, with tools that allow you to work efficiently and deliver a high level of service, such as scheduled callback, voice mail solutions for appointment cancellations and prescription renewals, and video meetings that are compliant with strict privacy regulations.
Telia ACE for healthcare
Smart flows for complex communication
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.
Jak mogę ci pomóc?
Do you have patients who are not comfortable communicating in Swedish or English? Use technology to make their lives easier!
Put your patients at the center of every interaction, by programming a chatbot or voicebot to answer common questions in for example Polish, Ukrainian or Estonian.
Close to you
Telia ACE is the market leader Contact Center as a Service, CCAS in the Nordic region with a strong local presence. Our customers range from small businesses looking for smart solutions to large corporations with complex systems that need to be tied together. Telia ACE is the contact center solution no matter size or segment.
Future-proof contact center platform
Digitization is happening everywhere and in every aspect of our lives. We can’t be certain how it will transform our workdays, but one thing we do know for sure is that member expectations will be higher in the future.
A scalable and versatile digital communications platform will support your long-term strategy, 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 member meeting with integrations, automation, video and more, and with Telia as a partner you are in a good position to harness the technology of the future
Respecting patient confidentiality
Do you have patients 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.
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.
Smarter healthcare flows
The contact center is gaining a more strategic role in all organization, 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 business development, and to achieve a successful digital transformation for higher efficiency and a better patient experience.
Seamless patient journeys
Today’s patients expect smooth healthcare journeys. Telia ACE is a comprehensive, cloud-based communications platform that puts the patient at the center of every interaction, safeguards access to care, and helps eliminating patient journey disruptions.
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 members 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
The agent’s new role is about problem- solving, and they need the right tools and the right personal characteristics to succeed.
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
HK TRADEUNION. DENMARK
FREDRIK LEMMING. TELIA ACE
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.
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
By formalizing the contacts from first line to experts in the organization, a better customer 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, and back-office staff, 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.
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 customer 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.
Uncompromising data integrity
As a health care provider in the Nordics, you are required to adhere to GDPR and patient confidentiality regulations. EU law dictates that GDPR compliance requires that certain data is stored by a supplier that is based in the EU, with servers that are physically located within the borders of the union. Telia has been a supplier of critical Swedish infrastructure since 1853, and security is a part of our DNA.
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