Nordic insurance group Gjensidige has chosen Telia’s customer care platform ACE for its customer services in Denmark, Norway and Sweden.
The agreement is for a comprehensive future-proof solution with cutting-edge technology and includes operator services, switchboards, contact centers and AI features.
To meet customers’ growing expectations for multi-channel access, Gjensidige has chosen the Telia ACE solution for its Nordic customer service operations, which includes 1,900 customer service representatives in Norway, Sweden and Denmark.
Gjensidige’s ambition is to be the most customer-centric insurance company in the Nordic region.
“We want to meet our customers on their terms, no matter which channel they choose,” says Geir Olsen, Head of Communications solutions at Gjensidige.
“A big advantage with Telia is the overall responsibility for telephony and contact centers in all countries. We get a uniform tool and a common solution in the Nordics. This agreement means that Telia is our customer service partner and will leverage AI to spearhead our customer meetings into the future.”
The five-year agreement includes professional services to support Gjensidige in developing the customer service solution over time and ensuring that Gjensidige benefits optimally from Telia’s experience as the Nordic region’s leading contact center supplier.
Telia’s flexible, cloud-based platform ACE is continuously developed and has a strong ecosystem with selected partners, which guarantees the latest cutting-edge technology for the digital customer experience. One example is ACE Virtual Agent, based on Telia’s unique integration with Google Cloud Contact Center AI, for voice and text bots in all channels.
“We are very happy and proud to get renewed trust to support Gjensidige in shaping the customer experience of the future. With Telia ACE and our other services, Gjensidige gets a comprehensive and uniform solution in the Nordic countries that creates the best prerequisites for operational development,” says Tobias Larsson, Head of Enterprise in Telia Sweden.
With 150 million calls and 200 million digital contacts each year, the Telia ACE platform is the Nordic region’s leading customer service solution. Telia ACE enables companies and organizations to meet their customers in a smart, smooth and efficient way, regardless of time, place or channel.
Customer contacts take place in conversations, chats, social media and email, and it is becoming increasingly common for the interactions to be handled by secure text- and voice-based robots, so-called virtual agents.
The technical development has gone fast and come a long way in just a few years, but there is still potential for improvement, for example in service quality and availability where AI technology can help. To further boost the customer service experience, Telia and Google Cloud have teamed up to integrate Google’s Cloud AI technology into Telia ACE. The collaboration is the first of its kind for Telia in the Nordic region.