ACE BI, analytics and quality management
Powerful tools for analytics and quality management
Understand and tune
Change the embedded intelligence to understand your customers at a new level. Do not count on customer loyalty — you have to earn it each time you meet.
You can easily create both comprehensive and detailed reports using ACE Report, based on data collected by the system. By way of example, you can identify what time of the day your customers get in touch or how often you reach your service goals — insights that help you to optimize both service and costs. The application contains an impressive number of standard reports, but you also have the option of generating your own.
Reports, business intelligence and statistics
Save time, improve customer and agent experience and optimize the contact center
Understand and tune
Change the embedded intelligence to understand your customers at a new level. Do not count on customer loyalty — you have to earn it each time you meet.
You can easily create both comprehensive and detailed reports using ACE Report, based on data collected by the system. By way of example, you can identify what time of the day your customers get in touch or how often you reach your service goals — insights that help you to optimize both service and costs. The application contains an impressive number of standard reports, but you also have the option of generating your own.
Telia ACE for statistics and analytics
Data-driven business development
Intelligent business
What is important to customers, what do they want to talk about and when do they want to talk about it? For example, how have things been on every Friday afternoon over the past year or when customers receive their invoices? Maybe it is time to review communication if many customers are asking the same questions? How long are customers willing to wait before satisfaction levels drop?
With ACE Business Intelligence tools, the combination of large amounts of data and many curious questions means excellent opportunities for developing your business.
Interaction analytics
Using the Interaction Analytics tool, you can utilize each interaction to help develop future customer meetings. To assist you, you will find word clouds and graphs that make it easy to gain an understanding of what is happening in the conversation, and where you can match keywords and phrases. Here you adopt a bird’s eye view and see correlations that affect customer relationships and satisfaction levels.
Interaction Analytics is a smart tool that enables you to analyze very large amounts of data and gain insights from all of your interactions. We use a partner product with a ready-made connection to Telia ACE, and it is available in our cloud just like Telia ACE.
Safe recordings
The possibility to record calls is vital for many companies and organizations. With ACE Recording, calls can be recorded in order to document interactions with customers, whether for the purpose of coaching employees, documenting business deals or dealing with threat calls. Some industries have statutory requirements in place for storing calls for a certain period of time.
It is also possible to see which agents are on a call right now, and to listen in on them in order to offer some good coaching advice.
Staff correctly
Staff that are inactive are an unnecessary expense, and waiting times that are too long can be an expensive drain on your business. With help from Telia ACE’s open interface for staff optimization, it is easy to use all the data available in the system in order to staff operations properly. Accurate information is a prerequisite for optimizing both the service and costs.
Telia has a partnership arrangement with Teleopti and has a ready-made adapter for the Teleopti WFM tool that contains everything you need to optimize staff and customer service throughout your business. Teleopti WFM is in our cloud just like Telia ACE.
Fully on top of the situation
In order to effectively monitor your business operations, the person who manages or administers it must have access to information that is both up to date and accurate.
ACE Monitor offers numerical as well as graphical representations that convey a picture in real time of what is happening here and now. The current queue times, number of contacts, number of logged in agents and service level are all examples of what you can view.
The tool makes it possible to prioritize in an optimal manner. Perhaps the agent has to shorten conversations due to growing queue times?
ACE Marketplace
ACE Survey
Understand your customers Customer preferences evolve over time and the world around us is in a constant state of change. ACE Survey lets you tap into the minds of the customers and the results provide you with a snapshot of the current levels of satisfaction. ACE Survey makes it easy to create and …
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Interaction Analytics
Visualize and understand all interactions Interaction Analytics provides deeper insights into all your ACE interactions. Learn about sentiments and root causes to why your clients are calling. Get powerful visuals and summaries. With Interaction Analytics as part of ACE, you can boost coaching and o…
Read MoreTips 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.
Telephony is dead. Or is it, really?
While AI-powered chatbots might be the latest trend in customer service, it’s far from the end of telephony in contact centers. In fact, telephony remains a preferred—and sometimes the only—opti…
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Telia ACE: Facilitating better healthcare availability
Did you know that under the Swedish healthcare guarantee, you have the legal right to be contacted by your primary care provider on the same day you seek their services? Contact can mean that you get …
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Beata Nylén took the stage at Google’s generative AI Event, showcasing Telia’s solutions
In an event hosted by Google on the advancements in generative AI, Beata Nylén, Head of Conversational Solutions and Analytics at Telia, took stage to discuss Telia’s initiatives in generative A…
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Make systems work for you with Telia ACE Workitem
Make systems work for you You’ve probably heard “Work smarter, not harder” more times than you can remember but somehow the phrase often seems to suggest that smarter really means ha…
Read MoreMore about
Interaction analytics
Our customers continue to transform their customer service experience with Telia ACE from simplifying customer service to making public transport easy and 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 using Interaction Analytics
Interaction Analytics for a data driven organization
Anna Ekblom Romu works as an Interaction Analytics specialist at Telia and helps our customers get s…
Resurs works smarter with Interaction Analytics
Every year Resurs’s customer service takes one and a half million calls in four different lang…
Count on a digital future
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
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.
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.
Smarter business 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 business development, and to achieve a successful digital transformation for higher efficiency and a better member experience.
Get to the root of the problem
Telia ACE can be configured in an infinite number of ways, and we love problem-solving. Regardless of what challenges you are facing, our CX consultants can help you pinpoint the root cause, and our developers can design tailored solutions of better customer service and more efficient workdays.
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 customers 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.
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.