While AI-powered chatbots might be the latest trend in customer service, it’s far from the end of telephony in contact centers. In fact, telephony remains a preferred—and sometimes the only—option for many customers.
Need to make an appointment with your doctor? You will probably call them at 8.00 sharp to get one of the callback slots for the day. Have an issue too complex for a chatbot to handle or has someone on the other side made a mistake? Well, chances are that you reach for that phone.
It might not come as a surprise to you that the busiest time of the week is Mondays between 8.00 and 8.03. The busiest time of the year? Right after Easter, on the Tuesday after Easter Monday Telia ACE handles more calls than any other day of the year.
At Telia ACE, we have handled millions of interactions since we first started operating. Actually, it’s more than millions – we are now talking billions of interactions: calls, chats, self-service interactions and emails for example.
In 2016 we reached our first threshold of 1 billion calls, not including outbound calls, and just a few days ago we reached another milestone with 2 billion calls.
Even though rumors, for years, have said that telephony is dead our statistics show that telephony is far from dying.
“In our first year, we handled 40 million calls, and that number has been growing steadily ever since,” says Johan Lundström, IT Technical Specialist at Telia ACE.
Fredrik Lemming, Head of Telia ACE, adds “We’ve continuously advanced the technology behind our telephony solutions, and today, we manage an ever-growing number of calls. This shows that our technology is not just resilient, but future-proof and we are looking forward to helping our customers with the next billion calls.”
