Route your customers quickly to the right agent, every time
Enhancing Your Amazon Connect Setup with Teneo
Get the Teneo Conversational IVR plugin for Amazon Connect now to add Conversational Automation to your contact center.
An ai LAYER that makes your existing infrastructure more efficient
Improve Your Main KPIs and Decrease Costs Without Major Changes to Your Existing Amazon Ecosystem
3
Sprint Delivery
99%
Intent Detection
+18
tNPS
$39M
Annual Savings
Teneo Conversational IVR: AI Routing at Enterprise Scale
Replace outdated phone menus with a conversational, intelligent IVR that understands customers in 86 languages and its dialects. Built on the award-winning Teneo SaaS platform, it integrates seamlessly with the Amazon Connect ecosystem, enhancing Speech-to-Text, Text-to-Speech, Amazon Lex, and AWS data visualization services; so you can deliver faster, more personalized customer experiences.
- Conversational Routing that gets customers to the right queue the first time
- Agent Context Sharing with Smart Agent Handover so agents receive all relevant information upfront
- Insights & Reporting to understand why customers are calling
- Higher ROI by boosting automation rates in existing Amazon Connect contact center infrastructure
By implementing Conversational IVR, Amazon Connect customers will now be able to boost their KPIs, reducing misrouted calls and IVR abandonment rates, increasing service levels, automation and CSAT increase efficiency and enhance the support experience offered by their Contact Center.
Teneo Conversational IVR includes its own Voice Gateway to connect traditional telephony directly to Amazon Connect. By combining them, companies will be able to:
- Route customers to the right queue, using Conversational automation
- Provide agents with relevant info already disclosed though the conversation with the solution, so they can provide better and faster service
- Get better visibility on the reasons why customers are calling your contact center
- Increased automation and ROI of the existing contact center infrastructure
Seamless Integration with Amazon Connect
Teneo connects effortlessly to your Amazon Connect contact center environment; whether you’re building your own integrations or taking advantage of ready-to-use our CCCF. Deploy faster, scale with confidence, and keep your customer experience future-ready without disrupting your existing AWS ecosystem.
Public
API
Integrate Teneo directly into your platform with stable, versioned endpoints for the entire agent lifecycle; create, update, test, and deploy. Designed for reliability, our API offers observability, optimization, and predictable upgrades, giving your developers control and agility without slowing innovation.
Contact Center Connector Framework (CCCF)
Purpose-built for enterprise CCaaS platforms like Amazon Connect, CCCF delivers high-throughput, resilient connectivity between Teneo Conversational IVR and AWS-powered contact center workflows. It simplifies routing, increases accuracy, carries customer context seamlessly, and ensures every deployment is fast, stable, and ready to scale in the Amazon ecosystem.
Real Customers.
Real Results.
Enterprises and Integrators have delivered unmatched customer experience in record time using Teneo Conversational IVR.
Our customer enquiry hotline will be considerably more productive thanks to human spoken interaction with our systems. Our voice-controlled hotline system improves the customer experience by assigning enquires quickly and accurately, maximizing the valuable resources of our hotline agents.
Christoph Aeschlimann
CEO, Swisscom
Help Your Agents Serve Customers Better;
With Built-In AI Innovation
Teneo Conversational IVR comes packed with advanced features that deliver value from day one, no heavy custom development required. From smarter call routing to relevant AI insights, Teneo ensures every customer interaction is faster, more accurate, and more satisfying.
Key Capabilities
AI Agent Builder
A native, no-code interface for designing, managing, and optimizing AI Agents. Visually combine reusable skills, tools, personalities, goals, and LLMs. Integrate data sources, set guardrails, test flows; all before deploying into production.
Gen AI Overview
An interactive visual dashboard that maps your AI Agents; showing which LLMs, personalities, and goals are used, how they interact, and which flows they trigger, giving you clarity on performance and behavior.
Smart Handling
of Common Scenarios
Empty inputs, repeated questions, irrelevant responses, or overly long inputs are all managed naturally.
Proactive
Agent Support
Callback scheduling, sentiment analysis, and conversation summarization before handover to a live agent.
Proven Contact
Center Impact
Higher NPS, increased automation, and fewer misroutes, redials, and unnecessary transfers.
Advanced AI Under the Hood
Machine Learning, LLMs, and proprietary TLML for deep contextual understanding and adaptability.
Native AI Security
Built-in protection against prompt hacking and prompt injection attempts, keeping your AI Agents secure and compliant.
See Real Results With the Power of Teneo
We help high-growth companies like Telefónica, HelloFresh, Škoda and Swisscom find new opportunities through AI conversations.
Interested to learn what we can do for your business?
Optimized Solutions for Intelligent Customer Interactions
Pre-Built Flows for Efficient Routing
Teneo Conversational IVR offers direct routing and conversational clarification flows that ensure inquiries are accurately directed, even with incomplete information. This reduces misroutes and redials, leading to faster resolutions and improved customer satisfaction.
Enhanced Copilot and Common Situation Handling
Built-in capabilities for handling common customer scenarios—like empty or nonsensical inputs, requests for repetition, and lengthy messages—streamline agent workload. This boosts First Call Resolution (FCR) rates and improves the overall customer experience.
Callback, Sentiment Analysis, and Summarization
Callback functionality, sentiment analysis, and pre-handover summarization empower agents to handle interactions with context and empathy. This enhances personalization, reduces Average Handle Time (AHT), and positively impacts Net Promoter Score (NPS).
LLM Orchestration and Advanced AI Integration
Teneo leverages LLMs, Machine Learning, and TLML to significantly enhance conversational accuracy, dynamically generate content, and automate complex workflows, thereby reducing the need for frequent agent intervention.