ACE To Go

When mobility is a priority

A mobile app for handling calls and callbacks on your smartphone

With ACE To Go installed on your smartphone you have all main functions for handling calls in the ACE-powered contact center. Serve queues and waiting lists to answer incoming calls and make scheduled or pending callback calls. For incoming calls, there is an assistance function to let you forward a contact to another queue, person in the ACE address book or any number. For callback calls, the user can leave feedback on the outcome, just like in the full web client ACE Interact.

These basic but powerful functions open for new smart ways of working and evolving the contact center in organizations that use Telia ACE. For example, it will be easy to let experts and back-office staff add competence to the contact center in a structured manner. Or create a second line queue served by colleagues on-call for those complex issues. A smartphone app won’t tie them to a desk, and notifications will make it clear whether it’s an incoming ACE contact when the phone rings.

About ACE To Go

Staff at call
Personnel on the field or in store may help out at peak load
Personnel working from home
Personnel with need for mobility within or outside the office
Backoffice appointments
Experts in the organization adding competence to the contact center

Everyone familiar with ACE Interact will recognize the look and feel right at home. It is user friendly, even for staff not primarily working in the contact center.

Language support: English, Swedish, Danish, Finnish, Norwegian and German

Use cases

“I am usually busy, but there are moments during the day I can help out” – Handle callback from waiting list or enroll to serve high load queue

“I am usually occupied not looking at the mobile all the time.” – Mobile push events when new contact to handle

Combine with ACE BookMe callback
Combine with ACE Callback appointments

Main features

Sign in with ACE credentials or use single sign on via Microsoft IdP (Azure AD)
Set your status to ready or paused
See real time load and capacity of queues and waiting lists (available agents, contacts queued, current wait time, service level fulfillment)
Select queues to serve
Unclutter your queue view by showing only the queues you serve
Answer incoming IVR calls
Make scheduled or pending callback calls from waiting lists
View selected business metadata for calls and callbacks
When you are in a call (incoming IVR calls only, not callback), you may use the Assistance feature for forwarding the contact.
Provide feedback from drop-down on outcome of callbacks for statistics and follow-up
See your contact history and call directly from records in the list
Get push notifications for important events like incoming ACE contact when the app is in the background, or if you missed a call and was set to paused status
Select language

News, insights, tips and inspiration

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 ACE To Go.

5 ways to trip the time snatchers

For an optimization to become truly successful you need to focus on creating customer value rather t…

More mobility in the contact center with ACE To Go

ACE To Go, a Telia ACE mobile app, makes it easier to handle ACE contacts without having to sit at a…

Webinar – ACE To Go

Did you miss the webinars on ACE To Go? Don’t worry, we recorded them for you. Just hit that play button and listen in!

ACE To Go in Swedish

ACE To Go in English

ACE Callback online

Simplify the step from web or app to call

Let the customer order dial-in on the web

Callback makes the contact center easily available online, on the web, and in mobile apps. You choose how it should work and regardless of the model, it is a seamless experience for the customer who does not have to wait in a phone queue.

Choose whether the customer should be allowed to book an appointment during your opening hours or if the callback should be made as soon as possible. The latter option further improves the customer experience by allowing you to view an estimated waiting time directly on the website.

About Callback online

Increased availability
Seamless experience for the customer
Possible to view expected queue times

Book callbacks online

Callback can be offered for immediate calls or by allowing the customer to choose a suitable time from a schedule. At the scheduled time, the call is routed to an agent. If the option to specify the task type is used, the call is directed to an agent with the right skills.

Easy to configure

The coach can easily configure different opening hours for different teams so that the customer is directed to an agent with the right skills. It is also possible to configure other things, such as the automatic acceptance of callbacks.

View availibility on the web

The customer can be offered to book an appointment onthe website based on opening hours that also take into account holidays or other changes to the opening hours. It is possible to configure how far in the future the customer can book a callback, for example today or ten days ahead. If you choose to let the customer book a call right away, the current queue time will be displayed instead.

Instant or booked callbacks

On the same web page, instant or booked callback can be offered depending on context, such as bot conversation or via navigation. Even a voice bot or free speech solution can provide callbacks with errand type based on identified intent.

Errand types

Callback can be provided with different errand types based on context on the website so that it is securely routed to an agent with the right skills, and for smart follow-up in the statistics. If ACE Chatbot offers callback, it can add a case type based on context and conversation that puts the callback right.

Agent’s possibilities

During the call, the agent can add information, such as comments. Any information added will be included if the call is forwarded to another agent. The agent can give feedback on how the callback call went as part of the wrap-up, the feedback can be followed up in the statistics. If the agent creates a callback during the contact, some fields are prefilled with information from the contact

Queue status

The current callback queue status can be monitored in real time in ACE Monitor.

Agent opportunities

During the call, the agent can add information, e.g. comment. All information added is included if the call is forwarded to another agent. The agent can provide feedback on how the callback call went as part of the wrap-up, the feedback can be followed up in the statistics. If the agent creates a callback during an ongoing contact, some fields are filled with information from the contact

Queue status

Current queue status for callback can be monitored in real time in ACE Monitor.

*Examples of what it might look like on a website where the customer can order callbacks.*

ACE Video

Personalized and easy video service

A more personalized meeting with video

Video calls and video chat in customer service are becoming increasingly popular. The meeting becomes more personal, and sometimes it makes it easier to show what something looks like. In our solution, it is possible to embed video in your app or web and the agent can start video from an ongoing chat.

Video is an integral part of ACE omnichannel offering and video calls are controlled just like other contacts in the agent’s tool, ACE Interact. It is also possible to confirm the customer’s identity via mobile bank ID.

ACE Video uses the standard WebRTC technology, which is built into all browsers, on all types of devices. This makes it easy for both customer and agent. Video in ACE requires no installation, special app or plugin and fixes screen sharing and multiparty video when needed.

About ACE Video

More personal meetings 
Integral part of ACE 
Uses standard technology built into all browsers

Key features

Runs in browsers on all devices through the default WebRTC protocol. Works in all modern browsers
All standard ACE policies, such as routing, administration, reporting, intent detection, identification also apply to video
Start video in ongoing text chat
The visitor to the web can start video calls in one click
The customer can choose which camera to use on the device and thus switch between showing themselves or something that the conversation concerns
Easy to embed on your website
Easy to integrate into your app to give customers the opportunity to start a video conversation even there
The agent can forward, reposition in line, or invite more participants in an ongoing conversation by sending a link via email or SMS. It works for both text chat and video calls
The agent is helped to identify the participants by name and color coding, both during the call and the finishing

ACE BookMe

Book advisory meetings directly on your web

Advisory meetings made easy.

BookMe offers a simple booking process for the customer who can book personal meetings directly on the web. Available slots are displayed automatically and the calendar is updated in real time and confirmation is sent to the customer by e-mail and sms. The agent can change bookings, cancel, and create new bookings in their own BookMe view.

About BookMe

Increased accessibility
Voice, video and screen sharing
The customer books personal meetings directly in the web
Confirmations and reminders with automated e-mail and sms-mailings
The agent can easily book and change their own meetings

Configuration in BookMe

BookMe settings are configured in BookMe Admin. The administrator can

create, modify, and delete meeting types
see, change and cancel all meetings
see all the information about meetings
change a specific meeting
see statistics like total availability versus the number of bookings
switch booked agent
create new meetings
create groups of agents who can be booked for certain meeting types

Handle bookings in BookMe Admin

In BookMe Admin, all BookMe settings are made in the built-in WYSIWYG editor. Set how long the meeting should be, time for wrap up, and whether you should let your customers choose an agent for the meeting or if BookMe will assign the meeting to an available agent automatically.

Write a brief description of the meeting, set up which group of agents will handle the meeting, and finish by creating sms and email confirmation and reminders.

Each meeting type has a group of agents associated with it. An agent can belong to several different meeting types in BookMe.

BookMe can use information provided by the customer at the time of booking to personalize email confirmations and reminders.

Easy booking process for the customer

For the customer, the booking process is simple. In just four steps, the customer goes from seeing available meeting types to a scheduled meeting. The customer chooses the meeting, time, fills in their details and any comments and then immediately receives a confirmation of their booking. Done!

If the customer needs to update their contact information or cancel their appointment, it can be done directly via the confirmation sent by e-mail and/or sms.

BookMe is available in English and Swedish with Danish and Norwegian coming soon
Requires Azure AD and Office 365
SSO- MS Azure AD

More about BookMe

Intuitive online booking system saves time at HK

Making or rescheduling an appointment shouldn’t be a big deal. And making appointments online in an intuitive online system is considered basics in today’s customer experience. HK implemented Telia ACE’s BookMe, made significant time savings, and non…

Do you suit up or not for the video call?

A common misconception is that a video meeting is like a phone call with a picture. But that is not true. A video meeting is like meeting in real time, minus the travel time. It is as flexible as it is sustainable, and it is also effective as remote …

Webinar – BookMe

Welcome to a webinar about new functionality in ACE BookMe, a Telia ACE tool for customer service remote meetings.

The functionality will add an effortless channel to set up customer meetings. The meetings can be voice and video with screensharing possibilities but also other video meeting functions. ACE BookMe provides a web interface for the booking of the meetings, including the necessary confirmations and reminders with automated e-mails and SMS. 

Please note that this webinar is presented in Finnish and English.