In Telia ACE, calls, emails, and chats are automatically routed to those best suited to handle each errand within a contact centre. However, sometimes a contact must be passed on or you must consult a colleague to be able to help the customer faster. In order to quickly find the appropriate individual or group of colleagues, you can use ACE Unifinder. See Enquire or transfer via skill tab and Overview of Person tab in Unifinder.
If you have the access rights to the functions suited to operators you can also use ACE Unifinder as an operator application. See Functions tailored for the operator. Also seen in ACE Agent scenarios.
The tool searches concurrently among ACE agents, in ACE’s address books, and, if so configured, in so-called UC systems. Examples of UC systems that can be connected to ACE are Skype, Marvin, CMG, and Touchpoint Plus. Some functions in ACE Unifinder may be limited to what is possible in the current connected UC system. The various systems require different configuration and there are differences in handling. Some functions in ACE Unifinder can be limit by what is possible in the currently connected UC system. What is unique for you system is seen in separate sections on this site.