The 3.24.2 release introduces two new Admin features, a Role Updater Assistant and Enhanced Emergency Calling (E911) for U.S regions.

Release Schedule (AEDT)

London (EU) 🇬🇧 : 8th April - AM

Cape Town (AF) 🇿🇦: 8th April - AM

Australia (AP) 🇦🇺 : 8th April - PM

Oregon (US) 🇺🇸: 8th April - PM

North Virginia (US) 🇺🇸: 8th April - PM

Role Updater Assistant

Some NEONNOW releases require extra permissions to keep your contact centre running smoothly. The Role Updater Assistant helps you stay up to date by giving you a quick way to re-create your service role or update it with the latest permissions.

You can:

    •    Re-create your role using a pre-filled CloudFormation template.

    •    Update your existing role by copying the latest policy and jumping straight to your role in the AWS Console.

You’ll find the assistant under Admin > Contact Centre Summary. Just click the key icon in the top right to get started.

Enhanced Emergency Calling (U.S. Regions Only)

NEONNOW now supports Enhanced Emergency Calling for U.S.-based contact centres, helping ensure your agents can place outbound emergency (911) calls with accurate location metadata. This supports compliance with E911 regulations and improves emergency response outcomes.

Admin

Admins can now enable the Enhanced Emergency Calling feature via the Admin UI, under Admin > Contact Centre > Settings > Users

    •    You’ll need to configure your Amazon Connect contact flows to support outbound 911 dialling and address metadata retrieval.

    •    The feature integrates with the existing NEONNOW Contact Flow Service.

    •    No real-time location tracking is used—addresses must be entered and managed by agents.

📌 Important: This feature only applies to NEONNOW tenants hosted in U.S. regions.

Agent (NEONNOW App)

When Enhanced Emergency Calling is enabled:

    •    Agents will be prompted to enter and validate their address the first time they log in.

    •    If no address is stored, they’ll be prompted again at subsequent logins.

    •    Agents can update their address at any time in their preferences.

    •    If an address is on file, it is automatically sent as metadata during 911 calls to assist emergency responders.

    •    Agents can still make a 911 call even if no address is stored—calls will not be blocked.

🏠 Address fields include house number, street, unit/suite, city, state, and ZIP code (U.S. format only). Data is securely stored and never shared outside emergency call handling.

The 3.24 release introduces a new enhanced sign-in/sign-out flow, the Voice Analysis feature, and various fixes and improvements for email in NEONNOW.

Release Schedule (AEDT)

London (EU) 🇬🇧 : 7th March - AM

Cape Town (AF) 🇿🇦: 7th March - AM

Australia (AP) 🇦🇺 : 10th March - PM

Oregon (US) 🇺🇸: 12th March - AM

North Virginia (US) 🇺🇸: 12th March - AM

1 NEONNOW

1.1 Sign In, Sign Out and Forget Device

As part of our commitment to security, we’re enhancing the sign-in process for contact centres that don’t use single sign-on (SSO) by adding multi-factor authentication. To keep this experience as efficient as possible, we’re introducing features like remembering trusted devices to reduce the need for frequent verification.

1.1.1 Sign In

You’ll now need to click Sign In on the start page to begin the sign-in process. This will open the Amazon Connect sign-in popup (or your Single Sign-On provider, if configured by your Administrator). The sign-in popup will no longer open automatically.

The new sign in page for non-SSO (desktop)

The new sign in page for non-SSO (softphone)

The new sign in page for signing in with a provider (SSO) (softphone)

1.1.2 MFA Verification

We're introducing MFA to the NEONNOW sign in journey for non-SSO (single sign on) contact centres. If you currently sign in with an external provider, such as Microsoft Entra ID, you will not have to verify with MFA.

⚠️ Multi-Factor Authentication (MFA) will not be enabled immediately when this release launches. Check with your Account Manager or Implementation Partner for details on when it will be activated for your organisation.

When MFA is enabled for your contact centre:

After signing in to Amazon Connect or your Single Sign-On provider, you’ll need to enter a verification code from your email or device to complete signing in to NEONNOW. The verification method will depend on your Administrator’s configuration, and you can switch between methods if multiple options are available.

🔹 You won’t need to enter a verification code every time you sign in. You’ll stay verified unless you manually forget your device (see below), remain offline for more than 30 days, or regularly move workstation (i.e. 'hot desk').

MFA verification (desktop)

MFA verification (softphone)

1.1.3 Sign Out

Signing out now sets your status to Offline and signs you out of Amazon Connect. However, you’ll no longer be fully signed out of NEONNOW—your current device will be remembered for next time, so you won’t need to verify (MFA) again unless required.

1.1.4 Forget Your Device

After signing out, you can choose to “forget your device,” which will remove all saved session data. The next time you sign in, you’ll be required to verify your identity again.

The forgotten your device page (softphone)

1.2 Voice Analysis

Administrators can now enable Voice Analysis, giving you access to transcripts and AI-generated summaries for voice tasks and conferences.

• View a full transcript of a voice task or conference, making it easier to review key details from the conversation. You can view the transcript by clicking the transcript view button in the task control footer.
• Generate an AI summary in your After Call Work (ACW) interaction notes, helping you capture key points without manual note-taking.

This feature helps streamline post-call documentation and reduce the effort needed to summarise interactions. Check with your Administrator to see if it’s enabled for your organisation.

The updated ACW task UI with voice analysis (desktop)

1.2.1 Chat Analysis

We've renamed Generative AI for Chat to Chat Analysis and updated the UI and experience to align with the new Voice Analysis feature. These updates include:

• An improved AI-generated summary UI, now with the option to accept or reject a suggested summary after generating.
• The transcript view button has been moved to the task control footer at the bottom of the task for easier access.

1.3 Email Improvements

1.3.1 Desktop Email Editor

• For Workspace users, the email editor will now respect your workspace layout and no longer automatically switch to a two-column view.
• When the email editor is resized to a smaller view (e.g., when adjusting the column width), the UI will adjust accordingly for better usability.

1.3.2 Attachments & Inline Images

• Forwarded emails will now include their original attachments.
• Inline images are now displayed when previewing emails.
• The Attachments button has been renamed to Files.
  • The file dropdown is now split into two sections:
    • Inline images (for downloading full-size inline images).
    • Attachments (for other attached files).
• Inline images are now included when replying or forwarding emails (in most cases).

1.3.3 Email Composition & Sending

• Replies and forwards now have a horizontal line separating the original email from your new content.
• You can no longer send an email while attachments are still uploading.
• If there's an issue with an uploaded file, the error message will now appear in a notification instead of a modal window.

1.3.4 Softphone

• When you upload files in an email, the attachments drawer will now open automatically to show upload progress.

1.3.5 Other Improvements

• Clicking a To recipient in an email will now show a message confirming it has been successfully copied to the clipboard.

1.3.6 Fixes

• Some image controls are no longer cut off when composing emails.
• Numbered and bullet-pointed lists are now fully visible when previewing emails.
• Replies and forwards now display correctly (previously cut-off content has been fixed).
• You’ll no longer be able to send emails over 30 MB (which may have previously bounced). If your email exceeds 30 MB, you’ll see an error message with a breakdown of its contents.
• Signatures over 350 KB will now display a message instead of a generic error.
• Fixed an issue where accepting incoming chats could sometimes load indefinitely until the page was refreshed.
• UI fixes for the recipients dropdown and missing separators in Softphone.

1.4 General

• (Desktop) Hovering over a column resizer now has a clearer hover state in the workspace.
• ACW has been enhanced with minor UI updates and clearer interaction times and durations.
• Secondary buttons (white) have been updated with a blue border and a revised hover UI.
• Errors and error logs are now always written to the downloadable log file, even when NEONNOW enhanced logs are turned off.

2 Admin

2.1 SCIM

We've added initial support for user management via SCIM (e.g. Microsoft Entra ID). Reach out to your account manager to enquire about getting set up.

2.2 Voice/Chat Analysis

We've launched our new Voice Analysis feature and redesigned the feature configuration in Admin.

• Generative AI for Chat is now Chat Analysis, which can be found underSettings > Agents > Interaction Outcomes > Interaction Analysis.

Updated feature configuration for generative AI

3 General

• U.S. English spelling is now supported in both NEONNOW and Admin. If your browser locale is set to U.S. English, text will display accordingly.

The 3.23 release introduces several notable features, including Email Signatures and a new Wrap Code tree view, along with various fixes and security enhancements.

Release Schedule

London (EU) 🇬🇧 : 8th November

Australia (AP) 🇦🇺 : 12th November

Oregon (US) 🇺🇸: 12th November

North Virginia (US) 🇺🇸: 12th November

Cape Town (AF) 🇿🇦: 14th November

1.1 NEONNOW

1.1.1 Email Signatures

Agents now have the ability to create custom email signatures using the familiar rich text editor from the email composer.

Key Features:

• Email signatures can be automatically inserted based on agent preference for:
  
  
  • Replies
  • Forwards
  • All Emails
    
    
• Signatures can be managed in two places:
  1. Agent Preferences (Manage Email Signature)
  2. Email Editor (via the Signature button)
     
     

To manually insert a signature, click the signature icon and select Insert Signature.

1.1.2 Wrap Codes

The Wrap Codes experience in After Call Work (ACW) has been refreshed for better usability.

What’s New:

• A new Tree View lets agents browse wrap codes in a folder-style interface.
• A toggle button next to the wrap code dropdown allows switching between list and tree views. The button will show an icon representing the currently selected view.
• UI improvements in List View make the interface more space-efficient.
• Hidden folder path 🖿 / for wrap codes not assigned to a folder.

1.1.3 General

• Security enhancements and additional safeguards have been implemented.
• Agent Preferences are now organised into categories for easier navigation.

1.1.4 Fixes

• The To field in emails no longer occasionally displays duplicate recipients.
• Text Wrapping: Attached data links and text will now wrap correctly within the email body.

1.2 Admin

1.2.1 Insights

We’ve updated the Insights Management UI and added new customisation options for managing users and user types in Insights.

The new Insights UI in Admin.

New Features:

Admins can now select between:

• Named Users: Removes the 10-session concurrency limit and uses Amazon Connect agent login names to display reports.
• Service Users: Continues the functionality from previous releases but now allows the service username to be changed for custom QuickSight user configurations.

1.2.2 General

• When enabling Concierge, admins will now be required to accept the terms and conditions in the third-party EULA.

1.2.3 Fixes

• Admins can now enter email addresses containing a + symbol during the sign-up process.

The 3.22 release introduces a host of new features and enhancements. We’ve simplified the integration of Amazon Connect’s Q and Custom Views features into NEONNOW via NEONNOW Admin. This update also includes JAWS screen-reader support for softphone users and the ability to subscribe to our new North Virginia region through the AWS marketplace.

Release Schedule

London (EU) 🇬🇧 : 19th August

Australia (AP) 🇦🇺 : 27th August

Oregon (US) 🇺🇸: 29th August

North Virginia (US) 🇺🇸: 29th August

Cape Town (AF) 🇿🇦: 2nd September

1.1 NEONNOW

1.1.1 UI Changes

• Agent Status (Desktop & Softphone): The list and selector have been improved for better clarity
• Agent Workspace (Desktop): We’ve optimised the layout by removing unnecessary space, giving you more visibility of useful information. The column resizing handles now appear as solid grey lines—visually different but functionally the same
• Header (Desktop): Icons are now smaller to free up space, especially on smaller screens
• Task Modules (Desktop): Tabs are now left-aligned and titles are hidden. You can hover over a tab to view its title

1.1.2 Widget Modules

Widget Modules has been extended to include Amazon Q, Customer Profiles and Custom Views (aka Step-by-Step guides). The widget modules panel can now be used in to modes; snapped to the side of NEONNOW (persisted across all pages) and as a floating window (as per current version). We've also added the following customisability options to the widgets panel:

• Resize - when snapped (docked), it can be resized horizontally and when floating it can be resized in both orientations
• Close/Open - the panel can be hidden/closed and can be opened again by clicking the new icon in the header bar (see below screenshot)
• Reset - the panel will reset to it's default size in both docked and floating modes
• Minimise - when docked the panel will be shrunk to it's smallest allowed size

The new widget modules experience on desktop. The video may take a few seconds to load, check back soon.

Softphone

On softphone we display widget modules and task modules in the same tabs area. When you switch between tasks and other pages you'll see the task modules appear/disappear depending on the page you're on. Task module tabs will always appear on the left.

Widget modules and task modules combined when on a task page

Widget modules on a non-task page

Note: if you have multiple contacts (tasks) open, all Connect modules (e.g. Amazon Q) will automatically switch context to that contact.

1.1.3 JAWS Support (Softphone)

We’ve enhanced accessibility by adding full support for the JAWS screen reader in the NEONNOW softphone. This update ensures that visually impaired users can navigate and use the softphone with greater ease and efficiency.

1.1.4 General

• New architectural changes to ensure zero-downtime deployments and seamless updates, enhancing overall system reliability and user experience
• Wrap code folders and are now searchable in the list of wrap codes in an interaction and in ACW
• A new contact attribute for wrap code folder is added to a contact when closing an interaction
• Click-to-call (phone number links) now align seamlessly with the dialpad. If you’re already on a call or in a conference, you’ll receive a prompt before proceeding, preventing any immediate call drops

1.1.5 Fixes

• The away timer will now always start from 0, ensuring accurate tracking from the moment you go away
• Agent task reference links will now display properly when creating tasks
• Agent task reference links will now correctly open in a new tab even when the link does not have http or https

1.2 Admin

1.2.1 Widget Modules

You can continue to add widget modules from any source, but now have a new option to specifically add Amazon Connect modules. Connect modules can only be added once.

Access modules in Contact Centre > Customisation > Modules.

The new add/edit widget module interface

1.2.2 Contact Centre Health

You can now track aspects of the health of your contact centre in your contact centre summary page. There are two health measurements:

• Contact Centre Application: reports on whether your contact centre application is accessible at its URL
• AWS Service Integration: reports on whether your contact centre has access to the IAM role created during your account setup

These will either show a green tick or a red cross depending on whether each measurement is healthy or not.

Contact centre health when all measurements are healthy

1.2.3 Hidden BCC Recipients for Outbound Email

You can now add hidden recipients to outbound emails, e.g. if you wanted to receive emails to an auditing address. Access this setting in Contact Centre > Channels > Email. Agents cannot see these recipients.

Get in touch with your account manager today to find out how you can power up your contact centre with email.

1.2.4 Security Enhancements

• After 8 hours of being idle you'll be prompted to continue your user session (a warning popup will appear), otherwise you'll automatically be signed out
• Users who are removed from your organisation will be signed out within 5 minutes

The 3.21.3 patch release adds a re-designed link editor for emails in NEONNOW and fixes a small issue with invited users in Admin.

Release Schedule

London (EU) 🇬🇧: 10th July - AM (AEDT)

Australia (AP) 🇦🇺: 10th July - PM (AEDT)

Oregon (US) 🇺🇸: 11th July - AM (AEDT)

North Virginia (US) 🇺🇸: 11th July - AM (AEDT)

NEONNOW

We've updated, improved and fixed issues with the link editor when writing emails. 

Fixed

• Hyperlinks will now display correctly in emails after being sent.
• You can edit and remove links even when the rich text toolbar is closed.

Changed

• Removed: Automatic linking (text becoming links automatically).
• Clicking anywhere on a link now opens the editor; double-clicking is no longer necessary.
• Links without a URL/address are no longer allowed. Saving an empty link will remove it.
• The cursor will now appear as a normal text cursor instead of a hand pointer.
• Links can be removed directly from the edit menu, eliminating the need to click the toggle link icon.
• Links will prefill if the highlighted or clicked text block is a valid URL or email address, eliminating the need to type the entire address manually.
• "mailto:" will be automatically added to new links for valid email addresses, allowing customers to click an email to open their email client.
• Saving a link in the format "google.com" will automatically add "https://" to the beginning upon saving.

The link editing experience on desktop

Admin

Fixed

• Users with a "+" in their email address can now successfully accept invitations and join.

The new 3.21 release introduces many performance and reliability improvements, as well as a multitude of fixes and our brand new enhanced messaging feature. We've improved custom schedules, operational parameters and user management for admins in NEONNOW Admin.

Release Schedule

London (EU) 🇬🇧 : 23rd May

Oregon (US) 🇺🇸: 27th May

North Virginia (US) 🇺🇸: 29th May

Australia (AP) 🇦🇺 : 30th May

NEONNOW

General

• Improvements to reliability of interactions, including accepting and closing
• Improvements to UI performance for emails, chat messages and interaction outcome notes
• Small visual changes to the enhanced logging preference and added a new performance heartbeat log that logs every 5 seconds when enabled

Fixes

• In ACW, the interaction outcomes accordions on softphone are now open by default
• Customer profiles no longer infinitely show a loader when the profile doesn't exist
• When reloading the page with a task and a customer profile, the profile will now always display
• Can no longer accidentally create multiple agent tasks by clicking the button quickly
• Visual fix for warning messages in dialpad having no background colour and reduce icon size
• Sometimes incoming chats, tasks and emails would not appear when channel blending was on and a call was in progress
• Softphone: when having an active task and active call at the same time trying to close the task can lead to a stuck state
• Interaction outcomes (wrap codes & notes) no longer copy between tasks. Each task will correctly show its own code and notes when switching between tasks
• Having a disabled microphone will no longer show an error toast message
• When ACW is turned off and you transfer a task, email or chat an error message will no longer be displayed
• Attached intents now correctly have a grey background
• Conferences - names and phone numbers will now correctly show a ... when on small screens
• Conferences - the join button will now join everyone, including the agent
• Softphone/Create SMS - when receiving an incoming task, the content is no longer cleared
• The templated responses popup no longer gets cut off on some screen sizes
• Softphone - call history is not correctly spaced

Admin

General

• Visual refresh for all wizards. More available space and better scrolling. Smaller titles and subtitles
• All dropdown lists with queues are now in alphabetical order
• All dropdown lists with queues now have a refresh button to fetch the latest queues
  
  

The new Admin wizard UI experience, showing setting up an external messaging provider for enhanced messaging.

Users

• Admins can now re-invite other admins
• You can now see an "active" or "invited" status for each admin user
• All password input fields (forgot password etc.) are now consistent with a confirm password field
• Stricter admin password requirements (14 characters, one upper, one lower and one symbol)
• General improvements and fixes for sign in screens, such as reset password, sign in and sign up

Custom Schedules

• Visual fixes and improvements for custom schedules
• A new option for "View Dates" has been added in to the action menu for a custom schedule
• Improvements to performance when retreiving custom schedules from contact flows

Operational Parameters

• New: Operational parameters can now be multiple queues 
• Selected table rows no longer resets in operational parameters when one is saved or edited
• Improvements to performance when retreiving operational parameters from contact flows
• When editing a parameter of value "0" it will now correctly display and not show an empty value field
• True/false parameters will now correctly show as "true" and "false" which is what's returned to contact flows
• Performance improvements when loading the list of operational parameters on the admin management page
• Fixed an issue where the operational parameter name field would sometimes clear when adding or editing a parameter
• Opening a create operational parameter window after editing or adding one previously, will now show the correct (or empty) content
  
  

Selecting multiple queues in Operational Parameters

Fixes

• Clicking rich text controls would do nothing when adding or editing templated responses 

New Features

Enhanced Messaging

We're launching our new enhanced messaging feature! This adds rich text, attachments and more for Amazon Connect web chat and support for third party channels, such as WhatsApp, FaceBook Messenger and more.

If you or your contact centre could benefit from this, please reach out to your account manager for more information.

In addition, we've improved our general chat user experience with:

• A dynamic chat text field that grows as you type
• Better indication for each type of chat
• Notifications for new chat messages
• Red dot indicators for chats with new messages
• Improved messaging UI
  
  

A FaceBook messenger chat experience in NEONNOW, with unread message notifications.

Version 3.20 introduces a range of features and enhancements for NEONNOW, as well as several fixes that span across both NEONNOW and Admin.

1.1 NEONNOW

1.1.1 Softphone - Modal Windows

Softphone modals have undergone improvements to align more consistently with their desktop counterparts, providing enhanced clarity to indicate when the modal is open atop page content. A dark backdrop has been incorporated, allowing users to close the modal by clicking on it. Additionally, agents can no longer change the page or task while a modal is active.

An example of a new softphone modal

1.1.2 Softphone - Templated Responses

Prior to version 3.19, templated responses were presented in a popover menu, mirroring the desktop interface. This release transitions this display to a full-page modal, offering an improved user experience for more efficient searching and application of templates.

For Outbound SMS, templated responses will instead appear inside the Outbound SMS modal, with a back button to go back to the SMS that is being composed.

The Outbound SMS softphone modal

Inserting a templated response in an Outbound SMS

1.1.3 General Improvements and Enhancements

• Phone number input fields will now automatically default to the correct country based on your contact centre region, unless the agent has previously selected a different country.
• Queues are now searchable when transferring an interaction to a queue
• Contact centre admins can now manage users from softphone, by accessing the desktop shortcut in the navigation menu 

1.1.4 Fixes

• Visual fixes for fixed softphone mode

1.2 Admin

1.1.1 Fixes

• The Task Modules learn more link now points to the correct help docs page

1.3 General

• Infrastructure improvements across the entire product

Our latest release, 3.19, has new NEONNOW features and improvements, such as the new Flexible Workspace and small changes to the agent task list to improve the use of space. 

We've also got a handful of Admin fixes and improvements, with minor changes to Operational Parameters and more granular control over call recording controls.

1.1 NEONNOW

1.1.1 Flexible Workspace

If your administrator has configured the flexible workspace and added Task Modules to your contact centre, you'll see tabs in the agent workspace (desktop) or a new drawer at the bottom of tasks (softphone). The contents of these modules is dependent on what's been set up by your administrator, with the screenshot below an example.

On Softphone, the flexible workspace drawer (see below) can be pinned or minimised. Pinning the drawer means it will be open by default when switching between tasks or on new inbound/outbound interactions.

Flexible Workspace on desktop, with an additional "Q Assistant" module/tab.

Flexible Workspace on softphone, with multiple workspace modules/tabs.

1.1.2 General Improvements and Enhancements

Workspace Task List (Desktop)

We've improved the task list on desktop. We've made tasks smaller, reduced the spacing to fit more content and given task icons a background to make them visually clearer. Note. the functionality is exactly the same as before.

Desktop agent workspace task list

Task Previews (Softphone)

In 3.19, there are new task previews when hovering over tasks in the task list and more detail in the list of tasks in the overflow menu. This will make it easier to see information about tasks without needing to click and view it.

The overflow menu for tasks on softphone

More task information when hovering over tasks in the sidebar

User Management

We've re-worked user management in admin settings on NEONNOW. Delete confirmations modals are now consistent with other NEONNOW modals and we've fixed some visual bugs.

1.2 Admin

1.2.1 Task Modules (Flexible Workspace)

We've extended task modules in Admin to now include Task Modules, which are used to display content to agents during interactions, directly in the workspace (see Flexible Workspace above for agent-side).

Task modules display a URL of your choice in an iframe. See the help docs for more information.

You can find modules under your contact centre > Customise > Customisation > Modules.

Creating a new task module in Admin

1.2.2 Call Recording Controls

Call recording controls have been extended in Admin to provide additional granularity when customising what your agents can do and see. You can now set the controls to be pause only/stop only or continue to allow all controls. You can override the feature settings in your Amazon Connect contact flows using a contact attribute.

See the help docs for more information.

1.2.3 Operational Parameters

We've made a few quality-of-life changes to operational parameters:

• You can now request up to 10 parameters, up from 5
• The response payload has changed, that you use in your Amazon Connect contact flows when retrieving operational parameters. Please see the operational parameter help docs guide for more information 

Our latest release, 3.18, is mostly admin-oriented, with additional contact centre customisation for modules, CRM integration, better support for our Concierge product and security enhancements.

We have rebuilt our help documentation, with changes making their way into NEONNOW and Admin. Old help content links will continue to work for now, however, there will be a subsequent release to decommission the old help website.

We've also got a handful of NEONNOW fixes and improvements, including an improved agent experience when customers disconnect from 3-way conference calls.

1.1 New Help Documentation

We've rebuilt our help documentation from the ground up! It's quicker and easier to use. You can find them at docs.cw-neon.com. We'll continue to have the old help site up and running for a while, but we'll be bringing it offline in the not-too-distant future.

What are some of the key changes?

• Any previous links you may have bookmarked or referred back to will no longer work. The new docs use brand-new URLs
• The way you search the docs has changed. There's more information about what matched your search query in the results
• The URL has changed to the above. help.cw-neon.com will work for now, but we'll be bringing it offline
• We've reorganised the docs. We now have clearer sections and better categorisation
• A new FAQ section (Not available in the first release)
• Most of the screenshots have been updated and/or improved
• New, specific content for softphone
• Our docs homepage no longer has links to categories. Instead, once you've selected admin or agent, you'll find the categories and pages in the left navigation bar

1.2 NEONNOW

1.2.1 Help Links

• All help links across NEONOW have changed to go to the new help docs (see 1.1 above)
• We have removed page-specific help links from the header bar. Instead, the help icon will always go to docs.cw-neon.com
  
  

1.2.2 General Improvements and Enhancements

Custom Reports

If you are a contact centre admin with Insights > Custom Reports enabled, you'll see a pencil/paintbrush icon. 

Reports navigation options in NEONNOW desktop.

In 3.17 and below, this would show a custom reports landing page, with a link to view & manage insights reports. In 3.18, this navigation option now takes you directly to the same link -- the page that used to be shown has been removed. This makes it quicker to manage your custom reports.

Conferences

We've overhauled and made big improvements to calls that used to be conferences, i.e. when a customer or transferee disconnects from a conference call. Previously, when a customer disconnected, you would see yourself in a call, but various buttons would be hidden or you'd get unexpected behaviour

When the customer disconnects from the conference:

• We show all previous call actions, but disable and mark the ones that can't be used (instead of hiding)
• Dialpad operations will now correctly display information or prevent you from transferring, instead of the previous behaviour of showing a generic error notification

When the transferee disconnects from the conference:

• Will now act correctly like a call, with all actions available, including transferring

Dialpad & Outbound Calls

If an inbound call lands while the dialpad is open, we'll now prevent you from making an outbound call until the task is handled. This improves on previous behaviour where you'd see the call dialling, but then receive an error notification.

We've also improved the general reliability of making outbound calls when already in an interaction. 

1.2.3 Fixes

• When you have an incoming task, all areas of NEONNOW remain clickable
• Directory contact notes will now correctly display empty lines
• Footer actions in the email editor will now display as intended
• General fixes and improvements for customer profiles

1.3 Admin

1.3.1 Module Management

NEONNOW has had module support for a while, with the ability for CloudWave to add landing pages, embedded pages and widgets to your contact centre. With this release we're giving more control to contact centre admins, giving them the ability to add their custom modules through the admin app.

You can add three different types of modules, each displaying content in a different way in NEONNOW:

1. Landing Page Modules: Pages with graphics, text and a link, accessed from the contact centre sidebar.
2. Widget Modules: Content displayed in the floating widgets panel, accessible at any time. 
3. Page Modules: A full page with embedded content, accessed from the contact centre sidebar.

You can find modules under your contact centre > Customise > Customisation > Modules.

The Admin modules list page.

1.3.2 CRM Adapter Configuration

We've added a new page under Integrations for your contact centre, CRMs. Admins can now add links to their own CRM adapters for SalesForce, Microsoft Dynamics and ServiceNow, giving the ability to set up NEONNOW integration into a company CRM.

Amazon Connect customer profiles configuration has been moved to this page.

The CRM configuration page.

1.3.3 Concierge

Concierge is a product that we offer that provides automation to delight both agents and customers. For the first time since launch, we now offer direct integration with your contact centre billing, when billed through AWS marketplace. You'll be able to create a new Concierge organisation directly through admin and billing will happen automatically with no further configuration.

If you have previously been set up with Concierge, this feature will not be enabled for you in Admin and you have no need to enable this as billing will already be configured.

You'll find the new Concierge feature section in your contact centre > Customise > Features > Concierge.

The welcome to Concierge modal window after Concierge has been enabled.

1.3.4 General Improvements and Enhancements

• A number of security improvements
• Updated help links to the new help documentation
• An updated support link, to our new support portal. Ensure your bookmarks are updated, old links will no longer work
• We have simplified the way we set up customer profiles, meaning new contact centres are created faster 
• Added Learn More links to features in the contact centre > Customise > Features page

1.3.5 Fixes

• Text colour of Archived status on contact centres
• Added breadcrumbs on the Operational Parameters configuration page when there are no operational parameters created
• You no longer have to click outside of input boxes before you can click Save in some places, such as Point of Contact in Organisation

Release 3.17 features external directories with Microsoft Azure / Teams integration, an improved phonebook experience, Outbound Preview dialling and more.

This release comes with several important visual changes and as such, we recommend you understand and share these changes where necessary. 

1.1 External Directories, Improved Phonebook and Dialpad  

(Desktop) The new directory and dialpad experience (the animation may take a few seconds to load)

(Softphone) The new directory and dialpad experience (the animation may take a few seconds to load)

1.1.1 Improved Directory (phone book)

We’ve improved the directory in NEONNOW. Some of the key changes are:       

• (Desktop) directory is now a fixed drawer at the side of the screen and can no longer be moved. It’s now larger so you’ll be able to see more contacts at a time
  
  
• Directory icon - it’s now a phonebook instead of two people
                          
• Contacts no longer have a Company field. We’ve added job title and more generic notes instead. Any contact that had a company will now have their notes set to the company specified
                          
• Agents have moved to their own tab within directory
                          
• We've renamed Company to Organisation. This is where you’ll find all admin-created and external directory contacts
                          
• A new popup menu for contacts, that allows you to view all their information from the list. This is opened by clicking on the coloured contact circle
                          
• Contacts are no longer called using the phone icon. Instead, you can simply click the phone number on the contact entry to call them
                                                    
• Contacts are no longer edited by clicking the pencil icon. Now, click the 3-dot action menu next to the contact and click Edit
                          
• An improved add/edit experience for personal and organisation contacts
                          
• Dialpad has been removedfrom directory. You’ll find it in its own section by:
  • (Desktop) Clicking the new dialpad icon in the NEONNOW header
  • (Softphone) Clicking the new dialpad icon in the NEONNOW sidebar
    
    See visual changes below and additional dialpad changes section

Visual Changes

A before and after of some of the changes.

(Softphone) NEONNOW sidebar (Before, one directory icon)

(Softphone) NEONNOW sidebar (After, separate dialpad and directory icons)

Before

After

Create a Contact (Before)

Create a Contact (After)

Contact (before)

Contact (after)

1.1.2 Dialpad

The dialpad has been moved out of directory and in to its own drawer (desktop) and page (softphone). It’s got more space, so on smaller screens you won’t have to scroll to hit the dial button. You can no longer leave it open or move it around, similar to directory.

Use the new Dialpad icon in the header (desktop) or sidebar (softphone) to open it. On desktop you can also quickly switch between the dialpad and directory using the appropriate icon in the top right of the directory/dialpad drawers.

We’ve also added support for dialling emergency numbers in U.S Amazon Connect instances.    
               

Before

After

1.1.3 External directory integration             

Integrate with third-party directories using SCIM, such as Microsoft Azure or Okta.

Microsoft Teams presence can be enabled for Azure AD, giving agents the ability to see external contact presence.

Admin configuration of External Directories

1.2 Preferences

Preferences follow the same pattern as the directory and dialpad, and now open in a fixed drawer on the right side of the screen (desktop). Preferences have not changed on softphone.

1.3 Outbound Preview

Preview dialling has come to NEONNOW! After outbound previews have been configured, Agents will be able to receive specific preview tasks, before triggering a call to the destination phone number. We’ll automatically carry over information about your campaign to your outbound call.

Reach out to us on how we can help with your preview dialling solution, as well as integrating with our Insights reporting for campaigns.

1.4 Interaction History

We've made some visual changes and some small quality-of-life improvements which bring the desktop version of interaction history more in line with softphone:

• (Desktop) Similar to most places in NEONNOW, calling a number in your history is now done by clicking the phone number and not a phone icon
  
  
• (Desktop) We've replaced First Name/Last Name with Talked To. Talked To is based on a matching contact in your directory at the end of an interaction. If there is no contact match, we'll show the word Customer instead
  
  
• (Desktop) We've reordered the columns and some columns have changed names:
  
  
  • Timestamp -> When
  • Source -> Phone Number & Type
  • Type -> Direction
    
    
• (Softphone) History without a matching contact will now display Customer rather than Unknown
  
  
• Interaction History is now My Interaction History
  
  
• Modifying or deleting a contact will no longer change the first/last name displayed in historical interactions. The Talked To column will now always remain the same

Before: Interaction History on desktop

After: Interaction History on desktop

1.5 Admin App Improvements

We’ve updated some text and added clearer help on the templated responses page.                   

• We’ve changed the permission text for “Agent’s can’t skip” under interaction outcomes to “Interaction outcomes are required”
                          
• There’s a new permission for interaction outcomes, “Notes are required when there are no wrap codes” which allows you to further customize and decide what’s required from your agents in ACW
                          
• We’ve added additional help information and tweaked the list page for templated responses

1.6 General NEONNOW Changes

1.6.1 Interaction Outcomes

Based on the above Admin changes, we’ve slightly tweaked interaction outcomes for agents:

• Agents will no longer see “Required” or “Optional” against wrap codes and notes during interactions (these remain on the ACW page)
  
  
• Agents may receive different behaviour for required/optional fields
   depending on how interaction outcomes have been configured in Admin
  
  

1.6.2 Attached Data Badges

If attached data has been configured to display badges, Agents will now see new visualisations for attached data.

1.7 Bug Fixes

• The Admin app avatar now displays correctly
  
  
• The loading icon in the templated responses window now displays correctly
  
  
• Turning off agent task creation in Amazon Connect now correctly hides all add task buttons
  
  
• (Desktop) Connected calls and conferences will now properly scroll in 2 column layouts