Telia ACE in three minutes

Contacts can enter through different channels (voice, chat, chatbot, video chat, email, sms, web, social media, etc.) over time and are combined into one single smooth conversation. ACE identifies intent and determines the best destination using customer input, previous contacts, and analysis powered by market-leading AI and natural language understanding.

Based on this, every contact is routed to an agent or expert with the right skill, to self-service integrated with your systems or to a source for relevant information. Open interfaces provide the possibility for tailoring ACE capabilities to the specific needs of every organization by exchanging data with supporting systems.

Our strong and innovative platform is backed by competence and a belief in on building long-term relationships, sharing our expertise, and evolving the customer experience of our customers.

Key features include:

• Chat and voice bots, virtual agent, with natural language understanding and seamless handover to agents as needed
• Integrated knowledgebase that can serve customers, agents and generative AIbots with quality assured, tailored content
• Modern, userfriendly web-based tools for contact handling, ACE Interact, and for everyday contact center administration, ACE Coach
• Call recording and realtime call monitoring letting the coach listen in
• A smartphone app for, allowing agents on the go or back office experts support the contact center by serving queues for incoming calls and callbacks
• Inhouse video chat with file and screen sharing with annotations
• CTI to use Microsoft Teams as a softphone with ACE Interact
• Advanced contact routing based on many parameters, including lookup in integrated systems
• ACE Conversational Hub allows for integrations, for bringing your own bot and for reusing logic and selfservice applications across different channels
• An ecosystem of addons, adapters and turnkey integrations (including Salesforce and MS Dynamics) that extend functionality even further. Including eID authentication online or in IVR and digital signatures
• A complete set of open APIs for building tailormade customer journeys and workflows
• Best of breed workforce planning by reselling and integrating Calabrio WFM
• Highly efficient and configurable outbound telephony for campaigns and surveys
• In depth statistics for the big picture or for drilling down into individual agents and interactions
• ISO 27001 certified, with a strong focus on security and privacy, including optional service delivery exclusively from Telia sovereign cloud production environment
• Highly configurable frameworks for AD SSO, access rights within the system and for storage of contacts and data for complying to strict privacy policies and regulations.