Business Systems, a frontrunner in CX and contact centre solutions, alongside Teneo.ai, a leader in conversational AI orchestration, have declared a strategic alliance to revolutionise contact centres with Voice Automation and Gen AI technologies.
This partnership aims to significantly automate customer interactions with a promising over 95% accuracy rate, utilising Voice AI to enhance customer experience and operational efficiency dramatically.
The collaboration is designed to reshape customer interactions by introducing a robust, multi-mode, multi-channel experience that enhances communication and efficiency across various platforms such as SMS, WhatsApp, X (formerly Twitter), FB Messenger, and iOS chat. This capability simplifies customer journeys and technology architecture, allowing customers the flexibility to choose their preferred communication channels.
Business Systems is renowned for its deep expertise in solution design and implementation across customer service environments, focusing on delivering sophisticated and effective CX solutions. On the other hand, Teneo.ai specialises in conversational AI orchestration that improves the accuracy, reduces latency, and minimises errors in AI-driven interactions, thereby setting new standards in conversational technology.
This partnership stands out for its focus on voice and phone channels, which have proven to deliver the highest ROI and fastest scalability amidst the complex landscape of voice interaction optimisation. By consolidating and streamlining customer service tools, the alliance enables companies to transition from outdated systems like standalone chatbots to seamless, asynchronous automation that connects with users across significant messaging platforms, improving response times and providing a consistent, high-quality experience on every channel.
Furthermore, the innovative capability supports an omnichannel support strategy, reinforcing the unique strength of the solution in overcoming the challenges posed by the traditionally difficult voice channel. This success underscores the solution’s capacity to set itself apart from typical multi-channel approaches.
“Voice Automation is the future of customer experience,” Business Systems Senior Digital Strategist, Barry Webb said. “Combining Business Systems’ expertise in solution design with Teneo.ai’s cutting-edge conversational AI capability, allows contact centres to add and implement advanced AI-driven voice automation to any existing AI investments, ensuring better accuracy, faster service, higher customer satisfaction, and substantial cost savings.”
“Voice automation, combined with advanced AI orchestration, enables businesses to experience true digital transformation,” Teneo.ai VP Global Partner and Sales, Chris McManus added. “With fast deployment and 95%+ accuracy, our solution empowers businesses to offer highly efficient, cost-effective, and personalised customer service.”
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