Entur has built a smart platform for their contact center. A platform that makes it easy for the agents to manage all channels using one tool, and to quickly find the right information. Following the Telia ACE roll out, Entur has improved both customer experience…
What if you could transport a person who was born in the 90s back to the year they were born and see how they would react when faced with a 20-minute line at the post office to buy stamps. Back then we also thought it…
Skånetrafiken delivers public transportation services in the south of Sweden and won the trade organization Kontakta’s award for the best customer service in Sweden. Each month their just over 70 employees receive between 55 000 and 60 000 contacts, and help their customers with increasingly…
”In a world of opportunities, the fact that I have been here at Telia for so long is a sign that I’m really having fun”, says Fredrik Lemming who succeeded Göran Olsson as Head of PU ACE on June 1st. In this article you will…
The Swedish trade union Byggnads complements the traditional customer meeting with digital alternatives to be available to their members around the clock. An agile and brave way of working has allowed them to quickly improve the service, as well as to achieve significant time savings.…
The leading Swedish industry magazine Telekom idag covers the fact that Fredrik Lemming has taken over the helm as the new end-to-end manager for Telia ACE. From product development to sales, delivery and support. It’s an interesting article where Fredrik shares his view on Telia…
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…
Congratulations to Skånetrafiken who won the trade organization Kontakta’s prize for best customer service. The Swedish regional travel provider is a long time Telia ACE customer and uses the platform to handle telephony, chat, and Facebook. A more recent addition in their toolbox is ACE…
As a result of a recent procurement of contact center services, Telia is entrusted with delivering an updated platform to City of Stockholm. Telia made the first contact center delivery to the City of Stockholm already in 2009. Then, as part of a larger telephony…
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…
