Telia, the leading Contact Centre as a Service (CCaaS) provider in the Nordic and Baltic market, needed to provide SIP call recording in a scalable and cost-effective way for its Telia ACE contact centre platform. Following the growing need for their customers to manage higher call volumes, Telia also needed to develop a modern and cloud-based Interactive Voice Response (IVR) for ACE that could be run on a public cloud service or in Telia’s own data centres. The communications platform had to be solid and safe, and to deliver consistent high performance.
Telia ACE is a contact center solution with a perfect balance between technology innovation and human touch. With 100 000 users, Telia ACE is the market leader in the Nordics with a platform that can be seamlessly integrated with most third-party platforms. Telia ACE is a comprehensive solution that covers all aspects of the customer journey.
We are addressing high-end customers with large [call] volumes and quite advanced demands. They expect the CCaaS to be feature-rich, and we can provide that.
Product Manager and Strategy Officer for Telia ACE
The iotcomms.io APIs provide deep and detailed functionality, and this was an important consideration of Telia. Telia has been able to add the exact functionality it wanted to ACE and develop even more sophisticated capabilities for the platform.
Telia has also added call monitoring technology to ACE and is integrating this with iotcomms.io’s media services API to power its virtual agent, taking the customer experience to an ever higher level.
By using the virtual agent and IVR to direct callers more swiftly and accurately to the most suitable agent or team, Telia ACE customers can monitor calls in real time and provide appropriate information or assistance to agents as the call proceeds.
We needed redundancy, stability and security. We felt really confident about their skills and their knowledge of telephony and in particular, SIP signalling and RTP media.
The cloud-based call recording from iotcomms.io has been a great success with Telia ACE’s customers. To address the growing need for its customers to manage higher call volumes, Telia started working with iotcomms.io to develop a modern and cloud-based IVR for ACE.
The iotcomms.io media services API had all the IVR capabilities that Telia was looking for, including text-to-speech integration. The two companies worked together closely to ensure the solution was exactly what Telia required.
As a result, Telia ACE now has a comprehensive voice bot and IVR capability that can be run on a public cloud service or in Telia’s own data centres. Either way, the customer has access to flexible, dynamic, and dependable IVR.
We need the communications platform to be solid and safe, and to deliver consistent high performance – that’s exactly what we get with iotcomms.io.
In 2023 iotcomms.io launched its hybrid-cloud deployment option and Telia ACE was first to use it. With the hybrid-cloud option, Telia can offer a sovereign cloud model for customers that require handling of personal data in Telia’s own data center.
iotcomms.io’s hybrid-cloud option adds deployment flexibility to solution providers that need to handle customer and personal data in own data centers, avoiding processing data in the public cloud.
The option brings many of the benefits typically available with cloud deployments thanks to iotcomms.io’s seamless hybrid-cloud application delivery.
Explore our Hybrid Enabler Service here.
We knew the superiority of the iotcomms.io communications platform - it was therefore natural to ask iotcomms.io for their hybrid cloud-edge deployment option to further enhance our contact center and sovereign cloud offerings.
