CloudHesive, an AWS Premier consulting partner specialising in cloud and contact centre solutions, has announced a strategic collaboration with Teneo.ai. Through this integration, Teneo’s automation capabilities—including its NLU Accuracy Booster—will now boost ConnectPath CX, providing businesses with a new way to modernise customer interactions.
This partnership marks a major advancement for ConnectPath CX, CloudHesive’s Contact Centre as a Service (CCaaS) platform, which is built on Amazon Connect.
“Modern contact centres are challenged by rising costs and inefficiencies stemming from inaccurate routing and limited automation,” said Patrick Hannah, CTO at CloudHesive. “By embedding Teneo’s AI into ConnectPath CX, we’re empowering our customers to automate intelligently, reduce operational overhead, and deliver exceptional service at scale.”
Major cost savings
By combining the strength of ConnectPath CX with Teneo’s advanced AI technology, organisations can now achieve full automation of all Level 1 support inquiries and approximately half of Level 2 issues. This shift can result in operational cost savings of up to 30%.
Moreover, the solution, boasting an impressive 99% accuracy rate in intent recognition, dramatically accelerates resolution times, reduces the frequency of misrouted calls, and allows human agents to dedicate more focus to complex, high-value customer needs.
“Teneo is revolutionising AI-driven contact centre automation by combining industry-leading accuracy with cost savings and scalability,” said Michael Kenney, partnership director at Teneo.ai. “With Teneo and ConnectPath CX, businesses can now also transform their contact centres into AI-powered hubs of efficiency, cost savings, and customer excellence—delivering measurable impact from day one.”
ConnectPath CX has already been deployed in some contact centre environments, offering the reliability and scalability of Amazon Connect alongside crucial operational enhancements such as generative AI tools and advanced data analytics. The integration of Teneo.ai also strengthens the platform even further, delivering key advantages to enterprise customers seeking to optimise their customer support functions.
Key benefits
Among the key benefits of Teneo’s integration with ConnectPath CX are the introduction of an agentless contact centre model, where 100% of Level 1 and 50% of Level 2 interactions can be fully automated—leading to significant reductions in operational costs. The NLU Accuracy Booster, powered by Teneo Linguistic Modelling Language (TLML), ensures industry-leading precision in understanding customer intents, while a Conversational IVR system for Amazon Connect slashes misrouted calls by up to 90%, facilitating faster and smarter call routing.
In addition, the platform offers seamless integrations with major CRM and enterprise systems, including Salesforce, Microsoft Dynamics, Zendesk, and Epic, enabling organisations to unlock even greater efficiency and personalisation.