ACE Interact is a powerful tool that simplifies and improves communication between agent and customer. ACE Interact seamlessly stitches together web, chat, social media, phone and campaigns in the most appreciated tool on the market.
ACE Interact is specially designed to improve the customer meeting and simplify the agent's work – all to ensure that the conversation runs smoothly.
ACE Interact with video.
CHAT, EMAIL, TEXT MESSAGES, CALLS OR SOCIAL MEDIA?
With ACE Interact, the agent doesn't have to switch between different pages, windows, or applications to communicate across channels. All conversations are gathered in one workspace regardless of how the first contact was made. Switch between channels? No problem! With ACE Interact, the conversation flows seamlessly.
Parallel chats in ACE Interact.
INTERACTION VIEW MAKES IT POSSIBLE TO FOLLOW THE CUSTOMER
ACE Interact has a built-in contact archive - Interaction View, which makes it possible to let the journey revolve around the customer’s journey than the channel where the agents meet them. Interaction View makes it easy to get a quick overview of previous meetings with the customer.
In Interaction view, the agent can search and see previous chats, emails, calls, etc. When the agent receives a contact, Interaction View automatically presents the customer's previous contact history.
This reduces the risk that the customer will have to repeat their case. The agent also does not have to think about what has been said in previous meetings with a colleague or when you last had contact. All knowledge of the customer journey is in ACE Interact, which means that all agents have the same opportunities to provide excellent service.
ACE Interaction view as a support area in ACE Interact.
Behind the modern interface of ACE Interact lies more than twenty years of experience in developing solutions for customer communication. ACE Interact is intuitive, easy to work with and easy to learn to use whether you have long experience in customer service or are new to work.
ACE INTERACT FOR THE NEW SUPER AGENT
With the help of new, smart technology, many customers can solve simpler problems quickly on their own via, for example, self-service options and chatbots. These are appreciated services at the customer who can now get help 24/7. For the agent, this means that a larger part of the day is spent resolving customers' more complex problems instead of spending time on routine cases that are quickly ticked off.
This places greater demands on the agent's competence, but it also means that there is a great need for knowledge databases and support systems that can support the agent. ACE Interact is developed for the needs of the new super agent and has a built-in smart knowledge base with FAQ that supports the agent during conversations. In addition, ready-made answers that can be sent directly to the customer via chat or email are easily available in the knowledge base.
The next logical step is highlighted.
DESIGN TO SUPPORT THE AGENT
We know that time is of the essence and with ACE Interact we have created a solution that is one step ahead. No matter what the agent does in ACE Interact, the next logical step in the conversation is highlighted, making it easier and faster to find the right function.
ACE Interact guides the agent by highlighting what to do next. If the agent has written an email, the send button is selected and if the agent is in a call, the button to end the call is highlighted.
All companies, organizations and employees are unique. ACE Interact provides a tool that adapts to your employees' needs and existing systems and applications. Choose channels according to the communication needs you have today and add more as needed. ACE Interact is designed to grow with you.
In ACE Interact, the agent can customize the workspace to suit their own needs – choose which support surfaces to show, where they are on the screen, and what size they should be. All settings made in the workspace are saved for the next time so that the agent can quickly start without having to spend unnecessary time getting everything in place.
ACE Interact, here with support areas for campaign calls.
ACE Interact with integrated CRM and positioning systems.
OPEN INTERFACES INTEGRATES EVERYTHING YOU NEED
With the help of our open interface, it is easy to integrate other systems into ACE Interact, such as CRM and case management systems. The interface of the systems becomes part of ACE Interact, which makes it easier for the agent to get a workspace with everything needed to serve the customer in the best way.
Integration also allows information to be passed between systems. When a customer contact is accepted, the customer's involvement in the CRM system will automatically be presented.
ACE Interact is filled with smart support features that make work easier, faster and more efficient. With the help of built-in solutions such as a smart knowledge bank with ready-made answers, an address book with your own and shared contacts and connection to UC systems, the job just got a little easier.
ACE Knowledge as a support function in ACE Interact.
THE RIGHT ANSWER AT THE RIGHT TIME
ACE Knowledge is a built-in knowledge bank where the agent quickly finds the answers to the customer's questions. The agent receives an automatic presentation of the responses and can paste them directly into the chat or email. With ACE Knowledge, you know that the customer gets a quick and correct answer to their question.
SURF THE WEB TOGETHER
The ACE Co-browsing feature makes it possible to share screens without the customer having to download a program. The agent sees the customer's mouse pointer and what's being written and can easily help fill out forms or lead right by sending links or handing over the conversation to a colleague.
Start co-browsing in ACE Interact.
The agent's own statistics.
STATISTICS DURING THE DAY
As an agent, it is important to be able to follow up on your work and with ACE Interact, the agent has every opportunity to do so directly in the work view. Your own statistics are gathered in one place and the agent can easily follow theor own statistics.
The agent easily navigates ACE Interact with the keyboard without having to switch between mouse and keyboard shortcuts. This provides a faster handling of the case as time can be spent on the customer dialogue. Besides, it's more ergonomic!
Phone book in ACE Interact.
In the phone book, all own and shared contacts are saved. You set up any numbers you want to make them searchable in the system just like an agent or queue, which means that any phone records previously printed on paper can be scrapped. The agent can easily search the phone book by name or phone number and make the call directly from ACE Interact.
CONNECTION TO UC SYSTEMS
ACE Interact can be attached to a UC system, unified communications system. This allows the agent, for example, to see if a colleague is in a meeting or available for a call, but it is also possible to forward calls to people in the business who are not themselves logged in to ACE Interact. Communication just got a little easier!
Search and find available colleagues and forward calls directly from ACE Interact.
The search and call-function in ACE Interact makes work easier.
Sure, we can describe the different parts of the system and tell you about the value they can bring to your organization. But it is only when you see it with your own eyes that you get a full understanding of what opportunities there are. Contact us and book a demo and we will take you on a guided tour of Telia ACE.