Telia ACE review
A cloud contact center for teams coordinating voice and digital service channels.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Telia ACE is a cloud contact center platform for organizations managing customer interactions across voice and digital channels. Its listed capabilities span inbound routing, outbound campaign dialing, agent and administration tools, self-service, recording and workforce-planning integration. The product is positioned for private- and public-sector organizations, from small businesses to enterprises. It is a fit for teams that want calls and channels such as chat, email, SMS and social media handled in one platform; organizations seeking only a basic phone queue may not need its broader scope.
Routing and channel coverage are central strengths. Inbound IVR supports natural-language intent recognition and queue routing, while outbound campaigns can use automatic or preview dialing. ACE also supports media blending, call recording, real-time monitoring, a customer knowledge base and self-service tools. Integrations include Google Dialogflow, Microsoft Teams, Cisco, Avaya, Mitel, BankID, Facebook, Messenger, Scrive eSign and Active Directory. Open APIs, CRM integrations and telephony adapters extend its connections, and mobile call handling is available through ACE To Go on iOS and Android. Calabrio WFM integration is relevant for organizations connecting contact-center operations with workforce planning.
According to the vendor's listed purchasing approach, pricing is handled through contact or order workflows rather than published plan tiers, so buyers should expect to discuss configuration directly with Telia. The product's stated compliance posture includes ISO 27001 and GDPR. Documentation is the support channel listed here. Buyers should assess implementation scope, channel needs and telephony environment before choosing ACE: it suits organizations seeking integrated omnichannel routing and telephony, while teams prioritizing transparent self-serve pricing or a narrowly focused calling tool may prefer another option.
Telia ACE pros and cons
- Where it wins
- Routes inbound calls using IVR with natural-language intent recognition.
- Combines voice, chat, email, SMS and social media handling.
- Pairs outbound dialing with recording, monitoring and Calabrio WFM integration.
- Where it doesn't
- Pricing and configuration are handled through contact or order workflows.
- Agent limits and recording-retention terms are not stated in the listed details.
- Support channels listed are limited to documentation.
Telia ACE fact sheet, pricing and score →
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