Teneo.ai
For the VP of Customer Experience
What your CEO is going to ask you in the next 90 days — and what to have ready.
How peer telecoms are sequencing the routing-layer change. No pitch.
A peer call. No pitch. Just what we are seeing across US carriers right now.
CONTEXT
The proposed rules require carriers to make routing decisions in real time, at every customer interaction, based on the nature of the call: is it sensitive, is it routine, is the agent qualified in English, is the agent in an embargoed jurisdiction, did the customer request a US-based representative? Those decisions cannot be made by a contact center agent after the call is connected — they have to be made by the routing layer before the call is routed.
Charter has already publicly committed to onshore Cox call center operations within 18 months as a condition of the merger. Your peers are already being asked: "what is our equivalent commitment?"
PRESSURE TEST
Here is why the architecture determines which.
What percentage of our customer calls are currently offshore?
If the FCC sets the cap at the 30 percent illustrative level, what is the operational and CSAT impact?
What does the relocate-vs-automate-vs-hybrid math look like for you?
PATTERNS
Three patterns are emerging:
Hybrid is the consensus.
Even the labor union (CWA) and the analysts publicly criticizing AI displacement acknowledge that full onshoring at US labor rates is operationally and economically impossible inside 18 months. The hybrid path — automate the calls that resolve, route the complex ones to onshore humans — is where the industry is landing.
CSAT is
the wedge.
CX leaders who frame onshoring as "moving the same scripted experience to a more expensive geography" are losing the argument. The leaders winning it are framing it as: we are using AI to resolve more calls on the first contact, so the calls that need a human get a US human with time to actually solve the problem.
The disclosure label is the deadline.
Forget the 12–18-month FCC final-rule horizon. The moment carriers start publishing their US-percentage on their broadband label, market dynamics force everyone to move. Plan for that, not the rule date.
Want this walked through with one of our solution architects?
A peer call. No pitch.
Options
Each of those requirements has the same root: the routing decision has to be made deterministically, in real time, before the human is engaged. Two ways to solve it:
PREPARATION
Each of those requirements has the same root: the routing decision has to be made deterministically, in real time, before the human is engaged. Two ways to solve it:
A snapshot of your current onshore-vs-offshore call mix by call type
A rough estimate of what percentage of your inbound volume is "resolvable without a human" — billing inquiries, plan changes, password resets, basic troubleshooting
A view on which call categories the FCC will mandate as US-only (sensitive transactions: passwords, MFA, SSN, payments) — these are non-negotiable
A position on what your broadband label disclosure will say — and what story you want it to tell
A short-list of voice AI partners who can handle the resolution layer at carrier scale (you will be asked who is on it)
TENEO
Teneo is the resolution layer that makes the hybrid model work. We resolve customer interactions accurately, in the customer's language, at first contact. Published outcomes from our deployments include 99% first contact resolution and automation of up to 100% of Level 1 support and over 50% of Level 2. We integrate with whatever CCaaS you already run; we are not a contact center replacement and not a deflection tool.
If you are building the answer to "what is our hybrid plan," we would like to be one of the conversations on your way to it.
Level 1 support automated
Level 2 support automated
First contact resolution
Operational cost reduction
Typical deployment timeline
A peer call. We share what we are seeing across US carriers. You decide if a follow-up is useful.
FCC NPRM 26-16 was adopted on March 26, 2026. Public comments are due May 26, 2026; reply comments are due June 22, 2026. Final rules are expected 12-18 months out and may differ materially from the proposal. This page reflects our reading of the rule as of publication.