Teneo.ai
For the COO / VP Operations
You are about to be asked to deliver an operating model change that has no historical precedent. Here is what to plan for.
How peer telecoms are sequencing the routing-layer change. No pitch.
How peer operations leaders are sequencing the FCC onshoring response.
THE STAKES
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 committed to onshore Cox call centers within 18 months. Industry analysts and the labor union both agree publicly: full US relocation at scale is impossible in that timeframe. The path forward is hybrid — and the hybrid path is an operations problem, not a CX problem.
DECISIONS
Here is why the architecture determines which.
FRAMEWORK
The recurring framework looks like this:
Want this walked through with one of our solution architects?
How peer operations leaders are sequencing the response.
PLANNING
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 baseline of your current call mix by category — sensitive vs routine vs complex vs language-other-than-English
A workforce plan that reduces offshore demand by automating the routine and complex-but-resolvable categories — not just cutting headcount
A real estate and BPO partner conversation: how do you scale US capacity for the calls that genuinely need a human?
A vendor contract review: which offshore commitments are flexible enough to reduce volume on, and which lock you in?
A data and reporting layer that can produce the FCC-mandated metrics on demand
PRECEDENT
Charter's public commitment to onshore Cox within 18 months sets a benchmark for the entire industry. Two operational implications:
Talent pool competition.
If multiple carriers move toward US capacity at the same time, contact center wages and lease rates in target markets go up. First movers get better economics.
BPO partner pressure.
US-based BPO partners (Concentrix, Foundever, TaskUs domestic operations, regional players) are about to be in a sellers' market. Lock relationships now or pay later.
TENEO
Teneo handles the volume-reduction half of the equation.
We resolve customer interactions in AI — accurately, in the customer's language, integrated with your existing CCaaS — so onshore staffing can stay focused on the calls that genuinely need a human and the sensitive transactions you have no choice on.
Teneo handles the volume-reduction half of the equation.
We resolve customer interactions in AI — accurately, in the customer's language, integrated with your existing CCaaS.
Onshore staffing can stay focused.
Onshore staffing can stay focused on the calls that genuinely need a human and the sensitive transactions you have no choice on.
Published outcomes from our deployments include automation.
Published outcomes from our deployments include automation of up to 100% of Level 1 support and over 50% of Level 2.
That is not a deflection story. It is a resolution story.
The customer's issue gets solved on the first contact.
Your offshore volume reduces.
Your US capacity covers what is left. The disclosure label tells a clean narrative.
Deployment timeline is typically 60 days, which matters when you are working against an 18-month operating model change.
Level 1 support automated
Level 2 support automated
First contact resolution
Operational cost reduction
Typical deployment timeline
How peer operations leaders are sequencing the FCC response. No pitch.
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.