The latest release of Teneo 8 introduces a major step forward in intelligent contact center integration; the new Contact Center Connector Framework (CCCF) which makes the integration between any CCaaS provider and Teneo seamless. Built for high throughput, simplified deployment, and enterprise-grade resilience, CCCF bridges Teneo’s advanced Agentic AI with any Contact Center as a Service (CCaaS) platform.
Teneo integration ecosystem go beyond compatibility, we’re an official Genesys AppFoundry partner and a trusted partner in the Amazon Web Services (AWS), Google Cloud, and Microsoft Azure ecosystems. This ensures Teneo fits seamlessly into your existing enterprise infrastructure, wherever your contact center runs.
With the updated CCCF, connecting Teneo to your CCaaS platform has never been faster, more flexible, or more future-proof.
What is CCCF?
The CCCF acts as a dedicated integration layer between your Teneo solution and any supported CCaaS platform, handling communication seamlessly in both directions. It enables your contact center to focus on what it does best — managing phone numbers, live connections, calls, and agent interactions, while Teneo handles call automation, dialogue management, Agentic AI, and AI-driven intelligence.This clean separation of responsibilities ensures rapid deployment, scalable performance, access to 86+ languages, and high operational stability, even under heavy enterprise workloads.
Key benefits include but are not limited to:
- Faster, more reliable deployments: Example templates and examples simplify setup with minimal configuration.
- Simplified mapping and connectivity: Flexible parameter mapping and secure APIs eliminate the need to embed credentials in your Teneo solution.
- Enterprise-grade resilience: Architected for high concurrency, ensuring reliability across large-scale, global contact centers.
How It Works: Two Components, One Seamless Connection
The CCCF is composed of two complementary components:
- Contact Center Integration Layer
Runs within your CCaaS platform to manage calls to the Teneo API, transcribe user input, and process action requests or responses. - Teneo Solution Layer
Runs within Teneo and manages dialogue flows, business logic, and actions. It decides what should happen during each customer interaction — for instance, scheduling a callback, fetching data, or transferring the call.
Low Latency and Optimized Voice Experiences
With Teneo’s support for Server-Sent Events (SSE) streaming, CCCF can deliver real-time partial responses and interjections, enhancing user engagement during long-running interactions.
Even for contact centers that don’t support SSE, Teneo includes built-in mechanisms to replicate the same experience, allowing users to receive progress updates such as “I’m looking that up for you” while backend processing continues. This capability is critical to Teneo LLM orchestration framework, which intelligently combines high-performing LLMs for complex reasoning tasks with faster models for standard responses. The result is truly agentic AI that maintains responsiveness, saves costs, and minimizes perceived latency.
Built for Security, Reliability, and Insight
The CCCF’s design ensures that no sensitive credentials are shared between systems. All data exchange occurs via controlled input/output parameters, keeping API keys and tokens securely managed within their respective environments.
Error handling is fully integrated — any communication issues or exceptions are logged and can trigger Teneo flows to deliver friendly, informative error messages to the user, while providing developers with detailed diagnostics for rapid resolution.
Why CCCF Matters for Modern Contact Centers
As enterprises modernize their contact centers, AI-driven automation and natural language interfaces have become essential to meeting customer expectations.
The Contact Center Connector Framework makes that evolution seamless, combining Teneo’s intelligent automation with your existing CCaaS infrastructure.
With CCCF, your organization gains:
- Speed: Rapid integration with minimal engineering overhead
- Scalability: High concurrency support for global operations
- Resilience: Robust error handling and fault tolerance
- Extensibility: Easy customization for unique business logic
- Ecosystem trust: Certified integrations with major CCaaS providers used by global enterprises today
Get Started Today!
The Contact Center Connector Framework is included with Teneo 8, complete with documentation. To learn more, contact us.
Ramazan Gurbuz
Product Marketing Executive at Teneo.ai with a background in Conversational AI and software development. Combines technical depth and strategic marketing to lead global AI product launches, developer initiatives, and LLM-driven growth campaigns.