Telia ACE

Telia ACE is a cloud-based communications platform designed to enhance customer service and efficiency in contact centers. According to the vendor, it offers smart solutions for self-service, automation, and information sharing, enabling organizations to have smarter customer conversations. Telia ACE caters to businesses of all sizes, from small enterprises to large corporations, and is utilized by professionals in various industries, including the energy sector, contact center operations, customer service, telecom industry, and public sector.

Key Features

Smarter customer conversations: According to the vendor, Telia ACE offers solutions for self-service, automation, and information sharing, enabling organizations to design optimal customer journeys with conversations across channels.

Tailored solutions: The vendor claims that Telia ACE can be configured in various ways to meet the specific needs of different organizations, offering tailored solutions for customer service and workday efficiency.

Market leader: According to the vendor, Telia ACE is the market leader in the Nordic region for Contact Center as a Service (CCAS), serving a wide range of customers regardless of company size or segment.

Top-notch consulting: The vendor states that Telia ACE provides expert consulting services to help organizations optimize their customer service experience, simplifying customer service and improving the customer and agent experience.

Data-driven business development: According to the vendor, Telia ACE enables organizations to become catalysts for insight-driven business development, providing tools for data analysis and insight generation to support successful digital transformation.

Mobile app for on-the-go management: The vendor claims that ACE to Go is a smartphone app that allows contact center personnel to manage call handling functions, including serving queues, answering calls, and making scheduled or pending callback calls.

Flexible workday and talent retention: According to the vendor, Telia ACE's mobile app, ACE to Go, supports a more flexible, mobile, and sustainable way of working for contact center staff, contributing to a better agent experience.

Security and compliance: The vendor emphasizes that Telia ACE prioritizes security and compliance, adhering to GDPR and data confidentiality regulations, and offering data storage in secure Swedish data centers to ensure data protection and privacy.