About Telia ACE
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Telia ACE is a sophisticated and comprehensive contact center software suite that delivers an efficient and seamless customer service experience by integrating multiple communication channels into a unified platform. Designed to optimize agent productivity and improve customer interactions, Telia ACE provides businesses with a powerful solution that supports calls, emails, chats, social media interactions, and video communications. With a strong emphasis on personalization and automation, this software enables organizations to handle high volumes of customer engagements while maintaining quality service. One of its standout capabilities is its AI-powered virtual agent, which significantly enhances efficiency by automating routine inquiries, allowing human agents to focus on complex customer needs. Additionally, the intelligent knowledge base, ACE Knowledge, serves as an invaluable tool by providing real-time information and support, ensuring that agents have quick access to the resources they need to resolve customer issues effectively. The user interface of Telia ACE is designed with ease of use in mind, prioritizing efficiency and accessibility. The core web application, ACE Interact, features a clean and intuitive design that consolidates all customer interactions into a single workspace.
Pros & Cons
- +Omnichannel Integration: Combines chat, email, phone calls, social media, and more into a unified workspace.
- +ACE Interact Interface: Offers an intuitive all-in-one platform for agents, simplifying transitions between tasks and channels.
- +Self-Service Capabilities: Provides AI-powered chatbots and self-service tools for 24/7 support, reducing agent workload.
- +Mobile Flexibility: ACE To Go app enables seamless customer interactions on the go for agents.
- +Smart Knowledge Base: Features built-in FAQ support and pre-written responses to assist agents during conversations.
- +Enhanced Customer Context: Interaction View consolidates customer history, reducing repetitive questions and improving service quality.
- −Agent Skill Demands: Requires well-trained agents to handle more complex cases as routine tasks are automated.
- −Implementation Complexity: Advanced integrations and omnichannel functionality may require time and expertise to set up effectively.
- −Dependence on Digital Channels: Heavily focused on digital and AI solutions, which may not align with businesses relying on traditional communication methods.
Features
Key features
- ACE Interact
- Unified web-based communication platform, consolidating calls, emails, and chats into one workspace for efficient agent management.
- ACE To Go
- Mobile app for remote call handling, enabling agents to manage customer interactions and queues from anywhere with their smartphones.
- ACE Interaction View
- Centralized historical interaction archive, providing agents with a complete view of past customer conversations across all channels.
- ACE Email
- Optimized email handling with intelligent responses, automating replies and analyzing text to improve customer service efficiency.
- ACE Callback Online
- Web/app-based callback requests, allowing customers to schedule calls, reducing wait times and improving satisfaction.
Additional features
- ACE Interact
- Unified web-based communication platform, consolidating calls, emails, and chats into one workspace for efficient agent management.
- ACE To Go
- Mobile app for remote call handling, enabling agents to manage customer interactions and queues from anywhere with their smartphones.
- ACE Interaction View
- Centralized historical interaction archive, providing agents with a complete view of past customer conversations across all channels.
- ACE Email
- Optimized email handling with intelligent responses, automating replies and analyzing text to improve customer service efficiency.
- ACE Callback Online
- Web/app-based callback requests, allowing customers to schedule calls, reducing wait times and improving satisfaction.
- ACE Chatbot
- Automated customer query resolution, handling routine inquiries and freeing up agents for complex customer issues.
- ACE Facebook & Messenger
- Integrated social media messaging, allowing agents to manage customer interactions directly from these platforms.
- ACE Video
- Integrated video calling, providing personalized customer interactions and facilitating visual problem resolution.
- Microsoft Teams with Telia ACE
- Microsoft Teams communication integration, enhancing internal collaboration and streamlining workflows for agent teams.
- ACE Knowledge
- Centralized, customizable knowledge base, empowering agents with easy access to information for consistent customer support.
- Scrive eSign
- Integrated digital signature capabilities, enabling secure and efficient document signing during customer interactions.
- ACE Virtual Agent
- AI powered customer support, handling routine questions and self-service tasks, while routing complex issues to agents.
- Extensibility
- Offers personalization options through no-code, low-code, and custom code, allowing businesses to tailor the system.
- Reporting and Analysis
- Data-driven insights for operational efficiency, providing analytics to optimize customer service performance.
- CRM Integration
- Unified customer view via CRM integration, consolidating customer data for personalized and efficient service.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Telia ACE
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Telia ACE Details
Telia ACE's In-App Market Place
Does Telia ACE have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
NA
Pricing Options
Accepted Payment Currencies
Usd ($), Eur (€), Gbp (£), Aud (A$), Cad (C$), Jpy (¥), Chf (chf), Cny (¥), Rub (руб), Inr (₹), Mxn ($)
Pros & Cons
- Omnichannel Integration: Combines chat, email, phone calls, social media, and more into a unified workspace.
- ACE Interact Interface: Offers an intuitive all-in-one platform for agents, simplifying transitions between tasks and channels.
- Self-Service Capabilities: Provides AI-powered chatbots and self-service tools for 24/7 support, reducing agent workload.
- Mobile Flexibility: ACE To Go app enables seamless customer interactions on the go for agents.
- Smart Knowledge Base: Features built-in FAQ support and pre-written responses to assist agents during conversations.
- Enhanced Customer Context: Interaction View consolidates customer history, reducing repetitive questions and improving service quality.
- Agent Skill Demands: Requires well-trained agents to handle more complex cases as routine tasks are automated.
- Implementation Complexity: Advanced integrations and omnichannel functionality may require time and expertise to set up effectively.
- Dependence on Digital Channels: Heavily focused on digital and AI solutions, which may not align with businesses relying on traditional communication methods.
Telia ACE's Support Options
Contact
+46 771 77 58 30Telia ACE's Alternatives
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