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Microsoft Teams with Telia ACE

Use as a tool for communication & collaboration

Stay in line with your Microsoft strategy

Expand the integration of Microsoft Teams across the entire organization to maximize its potential as a comprehensive tool for communication and collaboration. Microsoft Teams offers a versatile platform that goes beyond traditional messaging, allowing seamless collaboration through file sharing, video conferencing, and integrated applications.

By leveraging Microsoft Teams, teams can enhance their productivity, streamline communication, and foster a collaborative environment. The platform’s user-friendly interface makes it easy for employees at all levels to engage in discussions, share updates, and work together on projects. Additionally, the integration of Microsoft Teams with Telia ACE Contact Center provides a unified communication solution, enabling a more efficient and interconnected workflow.

Moreover, take advantage of the advanced capabilities within Telia ACE Contact Center to optimize customer interactions and support services. The powerful features of Telia ACE, combined with the collaborative nature of Microsoft Teams, create a synergistic environment where teams can seamlessly coordinate efforts, resolve customer inquiries promptly, and enhance overall customer satisfaction.

About MS Teams with Telia ACE

In short
  • Uniform smart routing of E-mails, calls, chats, text messages callbacks, social media, video calls, e-tasks etc.
  • Integrated self-service with voice/chatbots.
  • Adapted for the needs of the Nordic market.
  • Ready interconnection adapters for, i.e mobile bank-ID, Salesforce and Microsoft Dynamics.
  • Mobile extensions and app for remote users
  • Advanced statistics & business intelligence
  • Media and data recording for calls, callbacks, emails and chats
  • Generative AI in bots & Virtual Agents
  • Greatest CX know-how in the market with in-house experts
  • Flexibility in adjusting and personalizing interfaces and features for the agent
  • Proactive dialer
  • WFM
  • Interaction Analytics
Details

Effects of using Telia ACE with Microsoft Teams

Smarter customer conversations and a better workday

Utilize your whole
organization

Challenge

  • Shortcomings in attending to customers in complex errands
  • I need help from a specialist with expert knowledge

 

Improved first call resolution

Solution

  • Ready adapter to use Telia ACE Contact Center together with Microsoft Teams
  • Search for and find available colleagues that can help
  • View presence and calendar of your colleagues

   

Shorter Average handling times

Effects

  • Optimize your contact center and utilize the whole organization
  • Improved first call resolution
  • Shorter Average handling times

Collaboration & Communication

Encourage the utilization of Microsoft Teams as a central hub for communication, ensuring that teams stay connected and informed. By doing so, organizations can capitalize on the strengths of both Microsoft Teams and Telia ACE Contact Center, fostering a culture of collaboration, innovation, and excellence across the entire workforce. This integrated approach not only improves internal communication but also enhances customer-facing processes, ultimately contributing to the overall success and efficiency of the organization

Microsoft Teams in ACE Interact

  • Microsoft Teams as a softphone with call handling in ACE Interact
  • View presence from Microsoft Teams
  • Integrated calendar from Microsoft Office 365
  • Microsoft Office 365 Catalogue/AD search
  • Microsoft Office 365 SSO
  • Recording and storage of agent calls
  • View Microsoft Teams presence on colleagues outside your Contact Center

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