Does your platform support both outbound and inbound calls?

Yes, Teneo supports both outbound and inbound calls. The platform is designed to handle a wide range of call scenarios, providing flexibility and comprehensive functionality for managing customer interactions. Whether you need to initiate calls to customers for notifications, reminders, or follow-ups, or handle incoming customer service inquiries and support requests, Teneo's IVR capabilities ensure efficient and effective call management.

Can the IVR system handle multi-level menus and complex call flows?

Yes, Teneo's IVR system can handle multi-level menus and complex call flows. The platform is designed to support intricate and layered menu structures, allowing for detailed and customizable call routing based on user inputs. This capability ensures that callers can navigate through various options and reach the appropriate departments or information efficiently. Teneo's flexibility in creating and managing complex call flows enhances the user experience and optimizes call handling processes.

What CRM systems and databases can your IVR integrate with?

Teneo's IVR system can integrate with a wide range of CRM systems and databases, ensuring seamless connectivity and data synchronization. Supported CRM systems include Salesforce, Microsoft Dynamics, HubSpot, and Zoho CRM, among others. This flexibility allows you to leverage your existing infrastructure and ensure that customer data is accurately and efficiently managed within your IVR workflows. Custom integrations are also possible to meet specific business requirements.

How does the system perform in noisy environments or with various accents?

Teneo helps you achieve better performance in noisy environments and with various accents through its advanced Accuracy Booster, which addresses common STT issues. This feature enhances the system's ability to accurately interpret speech under challenging conditions. Additionally, Teneo allows you to integrate with any Speech-to-Text (STT) providers like Google and Microsoft, which offer advanced noise-cancellation algorithms and robust accent recognition capabilities. While overall performance depends on the chosen STT provider, using Teneo ensures improved results regardless of the provider you use.

Do you support multiple languages and dialects deployments for Conversational IVR?

Yes, Teneo supports multiple languages and dialects. Teneo supports 86 languages, including English, German, Spanish, Chinese, Danish, Japanese, Korean, Dutch, Finnish, French, Italian, Norwegian, Polish, Swedish, and Portuguese. What sets Teneo apart is its native support for each language, going beyond mere automatic translation. This involves dedicated custom input processors tailored to each language, incorporating specialized rules and linguistic nuances. Teneo includes part-of-speech (POS) and named entity recognition (NER) taggers to ensure deep understanding and accurate processing of language-specific characteristics. Additionally, Teneo allows the creation of output messages in any language and can integrate external translation services within conversation flows, enhancing its linguistic versatility and global applicability.

Does your platform offer Copilot functionality?

Yes, Teneo has introduced the innovative enterprise Copilot, helping your developers and trainers to quickly build your solutions leveraging your existing knowledge base.

Please describe how your platform handles an unexpected response or interruption. For example, if a user is asked a yes/no question but replies with her own question, how does the platform ensure the user's query is answered while maintaining the state of the ongoing process flow.

Teneo automatically handles unexpected user inputs which might interrupt an ongoing process. Teneo will automatically look for a response to the unexpected query as well as automatically resume the ongoing process. You further have complete control over how often the user may interrupt, helping avoid unwanted infinite loops.

Are there limits to how much your platform can scale?

As Teneo scales horizontally by adding additional container pairs, there is no limit to the load which may be handled. Note we do place limits on scaling to protect both ourselves and our customers from malicious behavior. Whether you're anticipating moderate growth or expecting millions of API calls, Teneo has proven to handle over 20 million conversations per year and is designed to support your expansion effortlessly, providing the flexibility and resilience required to thrive in dynamic environments.

How many Conversational IVR deployments have you had?

Since the launch of Teneo, we have deployed hundreds of solutions.

What is the main focus of your product?

Teneo stands as the leading conversational automation platform in the enterprise sector, specializing in the creation of sophisticated, interconnected systems for Interactive Voice Response (IVR), Conversational IVR, and Voice Chatbots. Our global customer base spans diverse industries, including insurance, banking, automotive, utilities, retail, fast-moving consumer goods, pharmaceuticals, and consumer goods. Swisscom's adoption of our platform has resulted in an impressive 18-point increase in the Transactional Net Promoter Score (NPS), demonstrating the significant impact of conversational automation on customer satisfaction and loyalty. With over 9 million calls annually managed through our platform, we have showcased substantial operational scalability and efficiency. This optimization has led to better resource allocation and reduced overhead costs, creating a leaner and more agile operational model. Our collaboration with Telefónica marks a significant advancement in customer experience innovation. Managing nearly one million voice-based and 200,000 text-based customer interactions monthly, we have set new benchmarks in responsiveness and customer satisfaction. This not only aids in retaining customers but also plays a pivotal role in acquiring new ones and launching new products. The tangible improvements seen by our clients, such as a 6% increase in IVR resolution rate and handling over 900,000 monthly calls, underscore the platform's impact on operational efficiency and customer satisfaction. Our success stories, exemplified by Swisscom and Telefónica, highlight the transformative potential of our technology in redefining industry standards and achieving remarkable business outcomes.

What is the target industry sectors that your product specializes in?

Teneo are designed to be industry-neutral, offering an ideal choice for any organization aiming to engage with individuals more naturally. With its comprehensive intent collections and ready-made solutions with connectors tailored for different sectors, Teneo facilitates a swift initiation into successful IVR and voice chatbot projects. Offloading human resources to focus on more human centric tasks leaving the majority to the digital agent. Help offloading voice contact center staff, not by trying to redirect to chat, but to manage the calls in CAI-voice channel.

Does the licensing of your solution limit the number of intents, use-cases or bots?

No, Teneo does not limit commercially any of these items, it can be categorized as a fully ‘Enterprise license’. Buy once, deploy anywhere.

Is your offering all-in-one or must one license modules individually?

The product is licensed as a whole, with all the modules included.

Are there any limitations or restrictions on the types of solutions that can be built with Teneo?

There are no inherent limitations or restrictions on the types of solutions that can be built with Teneo. It is a highly flexible and customizable platform that can be used to build a wide variety of conversational solutions.

How does Teneo improve productivity for data analysts?

Teneo boosts the efficiency of data analysts by leveraging its Query Language (TQL) to access detailed information captured during interactions. This capability allows for the seamless integration of conversational data into BI tools like PowerBI and Tableau, offering analysts a powerful tool for visualization and analysis. Users can collect information comprehensive call analytics solution, unlocking a wealth of information traditional IVR systems struggle to provide. Fine-grained detail of each step taken during a conversation allow you to pinpoint where customers struggle, what processes can be improved, how successful your customer interactions are as well as identify areas for future extension.

How easily can Teneo be scaled up or down to meet changing business needs?

Teneo can be easily scaled up or down to meet changing business needs. Teneo's scalability is due to its flexible architecture and cloud-based infrastructure, which allows for easy scaling of resources. As business needs change, Teneo can be quickly scaled up or down to meet these needs, without the need for significant changes to the underlying system. Additionally, Teneo's modular design allows for easy customization and integration with other systems, further enhancing its scalability and adaptability to changing business needs. Overall, Teneo's scalability makes it a flexible and powerful solution for businesses of all sizes and needs.

How does your system handle ambiguous or unclear user inputs?

Teneo's system addresses ambiguous or unclear user inputs using several advanced techniques. Our NLU (Natural Language Understanding) engine employs context-aware algorithms that interpret inputs based on the conversation history, significantly reducing ambiguity. If ambiguity persists, the system asks clarifying questions to obtain more specific information from the user. Furthermore, Teneo utilizes fallback mechanisms to steer the conversation back on track, ensuring a smooth and seamless user experience.

Can your platform integrate with external NLU tools such as classifiers, NERs, POS Taggers, etc? If so, is this a limited number or can any tool be integrated?

Teneo can be integrated with external language processing tools and software. There is no limit as these tools may be used to augment or replace existing platform functionality.

Which languages does the product support?

Teneo supports 86 languages, including English, German, Spanish, and Chinese but also others like Danish, Japanese, Korean, Dutch, Finnish, French, Italian, Norwegian, Polish, Swedish, and Portuguese. What sets Teneo apart is its native support for each language, which goes beyond mere automatic translation. This native support involves dedicated custom input processors tailored to each language, encompassing specialized rules and linguistic nuances. Such thoroughness includes the incorporation of part-of-speech (POS) and named entity recognition (NER) taggers, ensuring a deep understanding and accurate processing of language-specific characteristics. Moreover, Teneo allows the creation of output messages in any language and offers the capability to integrate external translation services within conversation flows, further enhancing its linguistic versatility and global applicability.

Do you provide additional tools to improve accuracy over probabilistic tools alone? If so, please describe.

Yes, with an Accuracy Booster. Teneo includes a complete language ontology, Teneo Linguistic Modeling Language (TLML). TLML can be applied as an additional layer over probabilistic methods to increase accuracy to as much as +95%. In a recent test done on Cyara on Banking77 dataset. Teneo outperformed its competitions by large margins. With the Accuracy Booster, we can cater for the errors in Speech-to-text (STT) and reach the same numbers as for chat.

Does your platform support integration to LLMs and Generative AI?

Yes, Teneo can integrate with any LLMs and RAG models just as it can with any external service that allows interface via modern methods such as web services, allowing access to any functionalities provided such as classification, sentiment analysis, dynamic answer creation, etc.

Does your platform support implementation of FrugalGPT? If so, please describe.

Yes, Teneo allows implementation of FrugalGPT methodology such as cascading LLMs or answer caching which can reduce costs by up to 98%.

How do you handle user data privacy and security concerns when using LLMs in your platform?

Teneo implements robust PII anonymization protocols and adheres to ISO-certified security standards. By doing this, you can mask sensitive data before it is sent to the LLM, ensuring that no data is exposed to external tools, where the functionality of the AI solution is not affected. This ensures the safety and integrity of AI outputs and the protection of customer data.

How are hallucinations in LLMs mitigated?

Teneo’s ability to generate personalized responses based on an individual’s unique experiences and circumstances sets it apart from other LLMs. This customization is particularly important when dealing with LLM hallucinations, as it allows for a tailored approach that addresses the specific needs of each user.

Do you support RAG (Retrieval Augmented Generation)?

Yes, Teneo is LLM agnostic, meaning Teneo can integrate with any RAG model, and LLM, including Google Gemini, Anthropic Claude, and OpenAI. Our platform allows for GPT-4o to be used for intensive chat-based applications requiring high-quality outputs, and GPT-3.5 Turbo for voice applications where speed and cost efficiency are prioritized. This allows the use of specific models that best fit the operational needs and budget of different use cases. In addition, Teneo allows the implementation of FrugalGPT methodology such as cascading LLMs or reusing answers which can reduce Generative AI costs by up to 98%.

How does the product allow users to investigate issues and are there support options provided?

Teneo offers comprehensive logging that tracks all communications to and from the platform. Moreover, Teneo has its own Teneo Query Language which can be used to tailor and meet the specific needs of each client.

What key performance metrics does your system track for conversational IVR and voice chatbot interactions?

Teneo helps you track a wide range of performance metrics for conversational IVR and voice chatbot interactions. Examples include accuracy and understanding rates, average handling time (AHT), first call resolution (FCR), user satisfaction scores, drop-off rates, turn count, escalation rates, and error rates. With Teneo's Query Language, you can track any KPI you want. Teneo logs all interactions comprehensively, allowing you to define and monitor the metrics that matter most to your business, ensuring the system meets your specific performance goals.

Are there tools for analyzing call drop rates and bottlenecks in the conversation flow?

Yes, Teneo provides tools for analyzing call drop rates and bottlenecks in the conversation flow. Using Teneo's Query Language (TQL), you can track and analyze various performance metrics, including call drop rates and points of congestion in the conversation. Teneo logs all interactions comprehensively, giving you the flexibility to define and monitor the metrics that are most relevant to your needs, allowing you to identify and address issues effectively.

How long is log data retained? Can the retention period be changed?

Log data retention is determined in consultation with each customer and can be changed. At the end of the retention period, data is destroyed. Data may be transferred to the customer if desired.

Does your platform support integration into Contact Center Platforms such as Genesys, Amazon Connect, Nice, etc? If so, please list which and how integration is achieved.

Yes, Teneo allows integration with any Contact Center Platform, whether native or SIP-based. Pre-built and native connectors are available for major platforms own library and assistance is provided for integrating with others, including custom-built solutions.

Is it possible to handover conversations to human contact center agents?

Yes, Teneo OpenQuestion is a cloud based conversational IVR plug-in for call routing and contact center automation that understands and improves customer intent recognition to 95-100%. Reduces call misrouting by 90%. Teneo OpenQuestion allows users the option to be connected directly with a support agent, a live person who can step into the conversation and provide assistance manually, eliminating the need for the user to switch communication channels.

Are Callbacks supported if no agent is available?

Yes, Teneo OpenQuestion allows for both regular and scheduled callbacks.

Are there additional costs associated with integration into Contact Center Platforms?

There is no additional Teneo charge to integrate with Contact Center Platforms, or any other external system. Teneo offers the flexibility to integrate any integration and Generative AI model, at any time. With Teneo's Open Architecture, you're always equipped with the best integration for your specific needs.

How does the system address accessibility for users with disabilities?

Teneo ensures accessibility for users with disabilities through several key features. The front end supports both speech-to-text and text-to-speech functionalities, making it accessible for customers with visual or hearing impairments. It is compatible with assistive technologies like screen readers, allowing seamless interaction for users with various disabilities. Additionally, Teneo's flexible design allows customization to meet specific accessibility requirements, ensuring an inclusive and user-friendly experience for all customers.

Are there any ethical considerations in the deployment of voice AI, such as bias in voice recognition?

There are several ethical considerations in the deployment of voice AI, including the potential for bias in voice recognition. Teneo can be integrated with any Speech-to-Text (STT) and Text-to-Speech (TTS) provider, allowing users to choose the provider that best meets their ethical, performance, and cost criteria. This flexibility ensures that users can select a solution that aligns with their values and operational requirements, promoting fairness and inclusivity in voice AI applications.

Can your system prioritize and triage users with urgent needs?

Yes, Teneo supports triaging and priority systems to handle users with more urgent needs. The system can be configured to recognize keywords, phrases, or specific inputs that indicate urgency and prioritize those interactions accordingly. This ensures that users requiring immediate assistance are addressed promptly, enhancing overall user experience and efficiency. Customizable rules and workflows can be set up to manage and route urgent queries to the appropriate channels or agents, ensuring timely and effective responses.

Is it possible to deploy the same IVR but using different STT and TTS providers, depending on the region of the user?

Yes, Teneo allows you to deploy the same IVR using different Speech-to-Text (STT) and Text-to-Speech (TTS) providers to match with the user’s region and accent. This flexibility ensures optimal performance and accommodates regional preferences and requirements, providing a better user experience. You can configure the system to automatically select the appropriate providers for each region, ensuring consistent and high-quality interactions.

Do you provide an SLA of at least 99.9%?

Yes, Teneo's standard SLA is actually 99.+95%.

Is it possible to achieve a higher SLA than 99.9%?

Yes, a higher SLA may be contracted at additional cost.

Is there an additional cost for support and maintenance? If so, what is it?

There are no additional costs for support and maintenance.

Does your platform support zero-downtime product updates?

Yes, Teneo supports zero-downtime updates.

Is data in transit encrypted by default? If not, is that an option and how would it be done. If so, how?

Teneo encrypts all data in transit.

Is data at REST encrypted by default? If not, is that an option and how would it be done. If so, how?

Teneo encrypts all data at REST. You also have the option to bring-your-own-key (at no additional cost), encrypting log data with keys you manage meaning only those with whom you share the keys have access.

Do you support confidential computing for encryption of data in use? If so, how?

Yes, Teneo supports a Confidential Computing add-on, encrypting data in use and providing a further level of security, ensuring even one with access to the physical hardware is unable to view the data.

IVR – A Template Guide for Your RFI, RFQ, and RFP

IVR RFI, RFQ, and RFP template based on hundreds of requests. We at Teneo.ai have gathered the essential questions leading brands ask when requesting an RFI in IVR. Utilize our template to cover all pertinent questions and answers, ensuring your needs in Conversational IVR are thoroughly addressed.

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IVR RFI Questions and Answers

To help you assess vendor capabilities, we’ve compiled key RFI questions you may wish to include below. More examples are available in the downloadable RFI template on this page, pre-filled with answers from our product and company which can be useful when comparing to other vendors.

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Interactive Voice Response (IVR)

Product Overview

Total Cost of Ownership

Natural Language Understanding (NLU)

LLM (Large Language Model) and Generative AI

Performance Metrics and Reporting

Contact Center Automation

Ethical Considerations and Accessibility

Implementations

Data Security, Privacy, and Compliance

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