IVR and online self-service in various forms have been around for a long time. But as technology improves, so do the possibilities and self-service is still a hot topic. The Swedish industry magazine Telekom Idag recently reached out to ask about self-service in the contact…
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…
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…
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…
Avanza isn’t just a popular bank for trading stocks and funds. They’re also really good at serving their 1,700,000 customers with up-to-date, easily accessible and high-quality information on their website using the ACE Knowledge knowledgebase. Quick updates with new content help offload customer service staff,…
During first half of 2021, Telia ACE has passed several major milestones in Finland. Most importantly, we have signed contracts with 35 new customers. A significant increase and an effect of advancing our positions in the Finnish market for contact center solutions. – It is…
The national Police Contact Center, PKC, and the National Phone Exchange, NTV, together process nearly five million calls made to 114 14 each year. Operations at these mission critical units is currently in a phase of extensive transformation. A transformation that aims for high quality…
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”…
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…
Telekom Idag has published a comprehensive article on E.ON and their success in developing and improving customer service. A determined work where the the energy giant builds solutions that will suit the customer and flows that can be used in multiple channels. Telia is a…