Connect with your citizens
For a smoother life experience in your municipality
More time for living
A municipality takes care of a variety of things, from schools to social services and clearing up the sand on the streets in the spring. You are responsible for things that really matter for your inhabitants’ daily lives, and effective and inclusive information sharing is of utmost importance.
Telia ACE for municipalities
Functionalities that make it easier to connect
We have seen a rapid development of self-service applications, and in the future the citizens will be able to manage even more errands on their own. And not just simple tasks, such as ordering applying for music classes or building permits, but also complex tasks.
Some of your citizens may not be comfortable communicating in Swedish or English. Put your citizens at the center of every interaction, by programming a chatbot or voicebot to answer common questions in for example Arabic, Ukrainian or Farsi.
Safe and secure
Organizations in the Nordics are required to adhere to GDPR and data confidentiality regulations. This may include storing data on servers that are physically located within the borders of the EU. Telia has been a supplier of critical Swedish infrastructure since 1853, and offers data storage in secure Swedish datacenters and a safe journey to the cloud.
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.
Telia ACE gets renewed confidence from City of Stockholm
As a result of a recent procurement of contact center services, Telia is entrusted with delivering an updated platform to City of Stockholm. Telia made the first contact center delivery to the City of…Read More
HFAB wins Public Housing Sweden’s digitalisation award for knowledge base
Halmstads Fastighets AB, with its more than 11,000 apartments, is the largest player in Swedish municipality Halmstad’s housing market. Now they have won Public Housing Sweden’s digitalisation a…Read More
Lerum municipality extends service using ACE Chatbot
The municipality of Lerum has agreed with Telia to introduce ACE Chatbot. The municipality’s customer center, KomIn, which is the way in to contact the municipality, already uses the contact cen…Read More
City of Stockholm introduces chatbot for building permit questions
Telia and the unit for Building Permits at City of Stockholm, City Planning Office have agreed on the introduction of an ACE chatbot. The unit already uses the ACE platform to manage phone contacts wi…Read More
Five Uppland municipalities agree on Telia ACE
Telia won the procurement when Cassiopeia IT chose a contact center platform for five municipalities in Uppland county. Cassiopeia is a joint IT committee for the municipalities of Tierp, Östhammar, Ä…Read More
ACE Survey is a smart survey tool that helps you measure customer satisfaction and deliver better service. ”Municipalities that are successful in their customer meetings will, in addition to bringing …Read More
Future-proof contact center platform
Digitization is happening everywhere and in every aspect of our lives. We can’t be certain how it will transform our organisation, but one thing we do know for sure is that citizen expectations will be higher in the future.
A scalable and versatile digital communications platform will support your long-term strategy, regardless of what it looks like today and how it will change in the years to come. And with Telia as a partner you are in a good position to harness the technology of the future.
Making conversations flow across all channels
Telia ACE allows organizations in the public sector to design optimal customer journeys with smooth conversations across channels. It ties together all communication, from traditional voice interactions to conversations in social or other digital channels.
With Telia ACE you have a foundation that supports all aspects of the digital meeting with integrations, automation, video and more.
Respecting citizen confidentiality
Do your inhabitants have the right to contact you anonymously via phone or chat in certain errands?
Telia ACE can be configured to meet confidentiality requirements, and allows you to stay transparent about when and how personal data is used and for how long it is stored.
With 96 000 users, Telia ACE is a market leader in the Nordics. The platform integrates seamlessly with most third-party platforms, to cover all aspects of the customer journey.
Frost & Sullivan described Telia ACE as a solution with a perfect balance between technology innovation and human touch in their European CCaaS-report 2021.
On the forefront
Telia ACE spearheads the application of speech technologies and deep learning in the European CX market. Telia ACE is also one of a few select Google CCAI-partners.
Smarter organizational development
The contact center is gaining a more strategic role in all organization, because this is where the data and competence to analyze it is located. With Telia ACE you have the tools you need to become a a catalyst for insight driven organizational development, and to achieve a successful digital transformation for higher efficiency and a better citizen experience.
Seamless multi-channel experience
Today we all want to find the answers we want, when we want them, and via the channel of our choice. Increase accessibility by offering contact methods that meet the needs of all inhabitants, such as phone, chat, and text messages, and view all contact and interactions in the same user-friendly interface.
Telia ACE is intuitive and easy-to-use for all your personnel, both daily and more sporadic users.
All information at your fingertips
In organizations that are becoming increasingly complex, and with inhabitants with a wide range of queries, it is impossible for anyone to have all the answers to all the questions. A smart knowledgebase makes it easy to maintain an updated version of all frequently asked questions that may be needed in the call, chat, or a meeting.
Contact center trends
The agent’s new role is about problem- solving, and they need the right tools and the right personal characteristics to succeed.
Customers expect to be able to carry out an increasing number of errands, even complex ones, on their own.
AI and analytics
AI and analytics are transforming the contact center to an insight hub with accelerating strategic importance.
“The chatbot – our little baby – now helps our members on its own. That gives us energy and motivation to develop more solutions.”
“If we make sure that the right information is up to date and easy to find, our personnel will not create work-arounds”
“The mindset shift that took place during the pandemic has created a new reality for everyone.”
NICKLAS MATTSSON, BYGGNADS
HK TRADEUNION. DENMARK
FREDRIK LEMMING. TELIA ACE
Do you have a hunch that things could run smoother? Or that you may benefit from reallocating resources, but can’t quite put your finger on how? Take the guesswork out of the quality assurance control with real-time dashboards, member surveys and automated reports. Our CX consultants are happy to help.
You need a communications platform that is designed for interaction with other systems, and that will adapt as you evolve.
Telia ACE has open API:s that ensure a seamless and secure flow of information, and supports your digital transformation goals today and in the future.
Mobile app makes conversations flow
ACE to Go is a smartphone app that lets you manage all main call handling functions for the contact center, such as serving queues and waiting lists to answer incoming calls and make scheduled or pending callback calls from your mobile device.
These basic but powerful functions open for new smart ways of working and contributes to evolving the contact center’s role in the organization.
ACE To Go for people on the move
By formalizing the contacts from first line to experts in the organization, a better customer experience is created for both people calling in and for your staff. It also makes it easy for anybody to “jump in” and strengthen the team for those who don’t primarily work in the contact center.
Include the experts
With the smartphone app, it becomes easy for experts on the go, and back-office staff, to step in and add expertise to the contact center. For example, it is possible to create a “hidden” queue or waiting list for callbacks that not directly accessible in the IVR, but available to agents to forward contacts to if necessary.
ACE To Go can also be a tool to offer a more flexible, mobile and sustainable way of working for staff in the contact center. Being able to perform some tasks, without having to sit at a desk is an attractive proposition for most. And we know that a good agent experience is key to an excellent customer experience.
Use smart tools and AI to retain talent
Technology can contribute to making contact center staff happier and staying longer. Self service solutions and robotization can perform the simple and repetitive tasks, which means that the human workers can focus on more stimulating tasks.
It also creates new career paths and assignments, such as chatbot coach, content editor of the smart database, and robotization expert. AI and structured data analysis also open the door to roles in analytics, quality management and business development.