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