What’s new?

September 30 marks the release of Telia ACE version 25. As always, there are many useful updates. Many of them are in our browser-based administration tool ACE Coach that takes a big step forward. It now includes routing rule management and very powerful functionality for building, maintaining and f…

Today, the market research firm Frost & Sullivan, together with Telia, presents a whitepaper packed with insights, tips and examples on how the automated and integrated contact center can meet the challenges of today and tomorrow. The overall success factor is keeping a coherent customer experie…

Telia ACE 24 is here. It includes a number of big and small updates for increased usability, compatibility, and performance. For the growing Finnish market, it is good news that Telia ACE 24 works for organizations with the Cisco-based communications platform Telia TOP Max. Agents get new ways to or…

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) r…

Telia now launches ACE version 23 with several new features and improvements. Our web-based administration tool ACE Coach is gets much more useful with powerful management of IVR menus and several minor updates that facilitate and streamline day-to-day administration in the contact center. As part o…

ACE 22 has something for everyone. For example, the agent gets better directory searches and more control over storage rules. The administrator and coach get several small improvements for easier and more efficient operation and the content editor in ACE Knowledge gets smoother workflows. The end us…

Today we release a new iteration of ACE with several updates, both in our interfaces and under the hood. ACE 19 includes a number of enhancements for agents as well as for managers and administrators. ACE Interact, now lets you search Mitel’s CMG catalog and work with campaign telephony with o…

Leading analyst and consulting firm Frost & Sullivan recently published a comprehensive report with research on VE, visual engagement, as an opportunity for growth in the customer experience space. The report explains the different types of VE and highlights the benefits in many use cases across…

Telia is one of few select partners on the Google CCAI cloud platform. It is a partnership that allows us to deliver exceptional AI-boosted customer experience solutions. Now, you can also read more about the results of this partnership in Googles own book “Solving Together” that is hot off the pres…

Today we release version 21 of Telia ACE. As usual the update adds a number of new features and enhancements. For organisations using Microsoft Azure Active Directory in the cloud, life just got a little bit easier. Telia ACE 21 clients support user synchronization and single sign on using Azure AD.…

During the ACE Customer Experience Weeks in November last year, we took the opportunity to once again ask our customers about future focus areas and priorities. Where are we at with AI, Knowledge management, automation, self service-and other buzzwords in our business. This year we also had a specia…

Just in time for the new year we released Telia ACE version 20. As usual, the new version includes a number of major and minor updates and improvements. Among the major innovations in ACE 20, there is improved chatbot history management. The chatbot dialogue will now follow if the conversation is tr…

We are happy to welcome Martin & Servera as a new ACE client. As part of their journey towards a snappier customer experience, Martin & Servera sought a flexible cloud-based platform to manage contacts, both in the traditional phone channel but also for the different digital meeting areas. I…

Two of our accomplished CX consultants, Monika Olsson and Mats Lundell, take their customer experience expertise to Germany. They are invited to hold a webinar titled ”Smart routing in reality – examples and best practices from the Nordics” for the German industry channel i-Service Initiative. They …

Telia and the unit for Building Permits at City of Stockholm, City Planning Office have agreed on the introduction of an ACE chatbot. The unit already uses the ACE platform to manage phone contacts with residents and now takes a step towards the customer experience of the future. With the support of…

Verisec AB and Telia have signed a framework agreement that allows for all Telia Group companies to use the e-identification service Freja eID in various offerings. Freja eID+ is approved for the official quality seal “Swedish e-identification”. Freja eID can be used for identification a…

Based on a competitive bidding process, the Finnish joint procurement authority Hansel, selected Telia as a supplier of telecommunications operator and communications service solutions for public sector. The framework agreement signed with Hansel is valid until 2024. It covers approximately 175,000 …