Route your customers quickly to the right agent, every time
Enhancing Your Amazon Connect Setup with Teneo
Get the OpenQuestion 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
+95%
Intent Detection
+18
tNPS
$39M
Annual Savings
OpenQuestion allows organizations to replace traditional phone touch pad-based and outdated voice-based menus with conversational routing and automation. Built on the award-winning SaaS-platform Teneo, the solution supports 86 languages and their dialects and seamlessly integrates with Amazon Connect ecosystem. This plugin enables clients to increase efficiency and improve customer experience by using natural language and automation flows to correctly route calls and reduce costs.
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.
OpenQuestion 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
Real Customers.
Real Results.
Enterprises and Integrators have delivered unmatched customer experience in record time using Teneo and OpenQuestion.
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
Openquestion: Feature-rich, out of the box
Help Your Agents Serve Your Customers Better
- Pre-built flows for direct routing and conversational clarification when users don’t provide sufficient information
- FAQ and common situation handling such as empty inputs, nonsense, user-requested repetition, and very long inputs
- Callback functionality, sentiment analysis and summarization before handover to the agent
- Machine Learning, Large Language Models (LLM) and a patented TLML
- Impacts key contact center KPIs by increasing NPS scores and automation while reducing misroutes, redials and transfers between agents
See Real Results With the Power of OpenQuestion
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
OpenQuestion 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
OpenQuestion 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.