Media blending

Media blending in Telia ACE make it possible to manage tasks in sequence regardless of whether the customer has been in touch by phone, chat or email. It is also a prerequisite for enjoying an omnichannel experience where the customer can remain with the same agent even if the conversation is moved from one channel to another.

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“When we introduced media blending with chat and email, the email channel answering time was cut in half”
Telia Sweden’s Customer Service
Multimedia routing

Telia ACE intercepts information about the customer in order to interpret what the person is looking for. Who is the customer and what is the case about? The system guides the customer to the right expertise, ranging from self-service online to an agent with specialist knowledge. The service is location-independent, which means that agents can log in from anywhere, and contacts are then routed correctly based on criteria such as skill, location or availability. Smart routing means the agents' skills are utilized in the best possible way and customers enjoy much better service. Everyone’s a winner when nobody gets held up or needs to wait unnecessarily. And, for that matter, when none of the staff are sitting twiddling their thumbs while others are overloaded.

All-in-one tool

The agent manages all customer contacts in ACE Interact, regardless of whether it is a phone call, chat, email, video, text message or callback. With all types of contacts in the same application, the agent can easily mix media and perform more efficiently as a result.

ACE Interact is available in Swedish, Norwegian, Danish, Finnish, English, German and French.

"It's so easy to use - you almost think you have forgotten to do something"
Entur about ACE Interact

All historical data in one place

Telia ACE enables the staff to allow the journey to revolve around the customer rather than the channel where they meet them. It is easy for the agents to see a quick overview of previous meetings with the ACE Interact customer. You can search and view, for example, chats, emails and calls. Once the agent accepts a contact, the customer's previous contact history is automatically displayed. The information you save is optional, you determine this to suit your needs.

 

Surf together

The ACE Co-browsing feature enables the agent that is chatting with the customer to share a page on your website with the customer without having to download any software. The agent can see the customer's mouse pointer and what the customer is entering, and can easily help the customer to complete forms, or if necessary send a link to the customer or transfer him or her to a colleague.

Smart meetings online

By proactively meeting customers online and quickly offering answers to their questions, there is a greater chance that the visit will result in a purchase. For example, you can offer to call the customer or to chat. You also have the option of proposing alternative contact routes depending on waiting times or hours of business. The person in charge can easily trace how many people want online contact and where exactly they are in the buying process.

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We can certainly describe the different parts of the system and explain the value they can bring to your organization. But it is only when you see it with your own eyes that you can fully grasp the potential. Get in touch to book a demo, and we will take you on a guided tour of Telia ACE.

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