Market-leading tool – integrated and ready in ACE

Telia provides staffing planning tools through ready-made integration with Calabrio. Data from agent and queue statistics in Telia ACE is mapped against functions in Calabrio Teleopti WFM to make forecasts and create personnel schedules that meet needs. 

Available features include:

Forecasting and planning – Enables strategic staffing and long-term planning

Schedule Management – Streamline daily scheduling workflows

Flexible tools for optimization – Easy to meet changing staffing needs

Employee mobility, self-service – Get everyone engaged, wherever they are

More about Calabrio

More about Calabrio, software features and how their staffing planning works can be found at calabrio.com/products/workforce-management/  (opens in new tab).

Reduce errand time

Getting started with BankID is an easy process and you choose which way is right for your organization. 

With speech response detection, the case time at the administrator decreases while opening the door to new self-serve services, directly in the IVR, on the web or in the app – services that may not previously have beeen possible to offer customers. 

Flexible solution

If you choose the option to identify the customer by the agent, you will get a flexible solution that will be less dependent on the channel chosen by the customer. You can have the customer on a call, perhaps in an active chat contact, a campaign call, or why not a callback call. Either way, it’s easy for the agent to identify the customer through an easy-to-work web interface. 

Optionally, you can save all successful detections to ACE central interaction stores. Then you get a close look at all identified customers and the interactions are easily available for search.

Safe and secure

• Telia follows BankID Relying Party Guidelines 
• Certificates installed encrypted with passwords 
• All system changes and successful detections are logged in the audit trail. 

Fully integrated with other channels  

Communication in social media can be made a fully integrated part of ACE and follows the principles of routing and analysis.

Facebook and Messenger are linked to Telia ACE and are managed as media in the agent tools. Instagram and other socal media channels are integrated through APIs and are routed as work item.

Data is stored in the central contact database for statistics and are easily available in InteractionView.

Surveys that produce results

Do you want to know what your customers think and what creates loyalty? How do you act on your customer insights today? To get started with your customer survey, Brilliant sets a common goal and with the help of performance analyses and workshops, they lead you towards the goal – step by step. By bringing the knowledge back to the right place in the organization, the company develops towards full customer focus. Gradually, you are getting better at delivering the right value to each customer. Every day, month, and year.

Features selection

• Integration point between ACE and Brilliant
• Maps questionnaires down to the agent’s level
• ACE decides when to send the questionnaires
• Set up which calls are to be sent a questionnaire in ACE IVR
• Calls involving more than one agent are filtered out. In this way, surveys can be followed up at agent level with correct results
• Filter so that calls below a certain length do not generate a questionnaire

Read more about Brilliant and what they can offer on brilliantfuture.se

An integral part of ACE Interact  

With a fully digital online signing solution, ACE E-sign, customers can quickly and securely sign documents. No papers needed to be printed, mailed, signed by the customer, and sent back. 

With ACE E-sign, the customer can read through the document directly and sign during the conversation. By fully integrating ACE E-sign into ACE Interact, ACE Interact makes it easier for the agent to follow the customer throughout the process – from first contact to finish. 

Secure document and agreement management

Telia’s ACE E-sign stores the signed documents securely in the system, but it is also possible to store the documents yourself.

Follow the process

ACE E-sign also makes it possible to automatically keep track of when a document is sent out, when it is opened by the recipient, and when it has been signed. You get full traceability withIP addresses, dates, and timestamps. The solution can be integrated with Mobile Bank ID, but also allows other methods of signing. 

See when the document is signed

The document to be signed can be sent to the recipient via email, sms or delivered by ACE Chat Bot. The signed document constitutes a legally binding agreement. 

ACE E-sign also makes it possible to automatically keep track of when a document is sent out, when it has been opened by the recipient, and when it has been signed. 

The process also gets full traceability including IP addresses, dates, and time stamps. 

The solution can be integrated with Mobile Bank ID, but also allows other methods of signing. 

More information at Scrive

Scrive provides trusted services under the EU eIDAS Regulation  and can offer all levels of electronic signatures under the Regulation. 

• For more information about eSign and Scrive, visit www.scrive.com/. 

Instructional dialogs

This example shows an instructional dialog for recipes adapting to the user’s needs. Other use cases for instructional dialog can be troubleshooting your router, replacing a lightbulb in your car, or mounting your new furniture. Perfect to prepare a customer while waiting for human assistance, or to avoid the human service completely.

Dialog search

Here we present how our incremental search functions supports the user in finding one person in a database from Eniro containing millions of phone numbers. Dialog search can of course be used in combination with other dialog features and is equally effective when searching for a specific piece of clothing, a weekend journey, or a needle in a haystack.

Educational dialogs

This educational dialog is taken from a cooperation with Helsingborg Stad around SFI (Swedish for immigrants) education. The possibility to create education and training based on the the user’s needs and knowledge level has a big value in many different fields.

Topic switching

For humans it is natural to switch topics and at a later stage return to the previous dialog. TDM can keep track of multiple conversations and help the user not losing context. This is an example where we, in a unique way, use multiple voices to help the user keep track of the different conversations. Some of the dialogs are developed in cooperation with Volvo, Ericsson and Veoneer, hence the driver related dialog topics.

Calls

An agent can handle incoming calls and outgoing external calls. When a call is established the
features mute/unmute, park, conference, enquiry to queue or phone number are available. The
agent can extend wrap up as well as change the work level in ACE. If “Recording on Demand”
(NICE recording) is activated in ACE, it is possible to record a call.

Click-to-call in Salesforce

For outgoing calls, the click-to-call function in Salesforce is available, meaning that when
clicking on a phone number in Salesforce an outgoing call is automatically started in the ACE
Salesforce Adapter. The “click-to-call” function can also be used when doing an enquiry

Callback

A user can handle callback in the adapter, with the same features available as for incoming
calls. When ending a callback call, feedback must be chosen from a dropdown.