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Telia ACE
by Telia ACE
What Telia ACE is
Telia ACE is a paid, cloud-based contact center platform for private and public sector organizations, including businesses, public organizations, and organizations serving patients. It brings voice, chat, chatbots, video chat, email, SMS, web, and social media into an omnichannel workspace. Inbound calling, outbound dialing, IVR building, and workforce management are included. The platform identifies customer intent and sends each contact to an agent, self-service option, or relevant information. ACE Interact supplies browser-based contact handling, while ACE Coach provides browser-based administration. ACE Agent assist in release 33 uses AI to transcribe and summarize calls. ACE Knowledge maintains shared information for customers, agents, chatbots, and smart FAQs. Media blending lets agents handle phone, chat, and email tasks in sequence and retain an agent when a conversation changes channel. APIs, adapters, CRM connections, and the ACE To Go smartphone app extend operations. Pricing is available on request.
Who it suits
It suits private and public organizations managing customer contacts across several channels. Organizations needing workforce tools, CRM connections, mobile queue work, or centrally maintained knowledge may find its feature set relevant.
What it does well
- Omnichannel handling across voice, chat, email, and social media
- Inbound calling, outbound dialer, IVR builder, and workforce management
- AI call transcription and summaries in release 33
- More than a dozen APIs and off-the-shelf adapters
- Smartphone app supports queues, callbacks, and expert involvement
What to know first
- Pricing is available only on request
- Some security and cloud options are optional
- Support is directed through the HelpHub portal
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Telia ACE | Pricing by contact; demo available on request | On request |
As ace.teliacompany.com lists them, read 12 Oct 2026. The maker's own page has the final word.
Verdict
Telia ACE combines multichannel contact handling with routing, agent tools, workforce management, and shared knowledge. Buyers should request pricing and review the available integrations, deployment, and security options for their organization.
Facts from Telia ACE's own pages
- Agent tools
- ACE Interact provides web-based contact handling tools, while ACE Coach provides web-based contact center administration tools. · ace.teliacompany.com, 12 Oct 2026
- AI assistance
- ACE Agent assist in release 33 uses AI to transcribe and summarize calls automatically. · ace.teliacompany.com, 12 Oct 2026
- CRM integration
- CRM integrations can exchange contact center information in real time and display CRM systems inside ACE Interact. · ace.teliacompany.com, 12 Oct 2026
- Data location
- Telia says it offers data storage in secure Swedish datacenters and a path to the cloud. · ace.teliacompany.com, 12 Oct 2026
- Digital channel scope
- omnichannel · ace.teliacompany.com, 23 Sept 2026
- Headquarters
- Solna, Sweden · ace.teliacompany.com, 19 Oct 2026
- Inbound calling
- Yes · ace.teliacompany.com, 23 Sept 2026
- Integrations
- Telia ACE offers more than a dozen APIs and off-the-shelf adapters, including adapters for Cisco, Avaya, and Mitel switches. · ace.teliacompany.com, 12 Oct 2026
- IVR builder
- Yes · ace.teliacompany.com, 23 Sept 2026
- Knowledge base
- ACE Knowledge provides centrally maintained knowledge for customers, agents, chatbots, and smart FAQs. · ace.teliacompany.com, 12 Oct 2026
- Mobile app
- ACE To Go lets users serve queues, answer incoming calls, make callbacks, and involve experts from a smartphone. · ace.teliacompany.com, 12 Oct 2026
- Omnichannel
- Media blending lets agents handle phone, chat, and email tasks in sequence and can keep a conversation with the same agent when it moves between channels. · ace.teliacompany.com, 12 Oct 2026
- Outbound dialer
- Yes · ace.teliacompany.com, 23 Sept 2026
- Product
- Telia ACE is a cloud-based contact center platform for managing customer contacts across voice, chat, chatbot, video chat, email, SMS, web, and social media. · ace.teliacompany.com, 12 Oct 2026
- Routing and automation
- The platform identifies customer intent and routes contacts to agents, self-service, or relevant information sources. · ace.teliacompany.com, 12 Oct 2026
- Security
- The product overview states that Telia ACE is ISO 27001 certified and offers optional service delivery exclusively from Telia sovereign cloud production environment. · ace.teliacompany.com, 12 Oct 2026
- Support
- Telia ACE directs users needing support to its HelpHub support portal. · ace.teliacompany.com, 12 Oct 2026
- Target organizations
- Telia ACE serves private and public sector organizations, including businesses, public organizations, and organizations serving patients. · ace.teliacompany.com, 12 Oct 2026
- Telephony security
- ACE SIP Connect supports RTP and SIP with TLS 1.3 encryption and connectivity over the internet or private MPLS networks. · ace.teliacompany.com, 12 Oct 2026
- Workforce management
- Yes · ace.teliacompany.com, 23 Sept 2026
Where Telia ACE stands on Freedom251
- Call Center Software#78 of 122