Product Changes

today

Release 3.29

We're excited to announce NEONNOW Release 3.29, a significant update headlined by the introduction of IQ, our powerful new AI offering built on Amazon Bedrock.

This release also delivers key improvements across the platform, including a refresh to the Admin UI, which now features extensive logging and auditing for External Provisioning (SCIM). For Agent Experience in NEONNOW, we're delivering large improvements to the overall performance of the sign-in journey, enhanced call stability with better handling of dropped calls and new linking capabilities for related calls, alongside improving Softphone chat readability through an overhaul of chat notifications, sticky attached data, and clearer font-sizes.


Release Schedule

Pre-release changes and go-live during the week of 1st December.

London: 3rd December 

Cape Town: 3rd December

Australia: 4th December 

Oregon: 8th December

North Virginia: 8th December

Other Regions (including custom environments): please reach out to your account manager.


NEONNOW

1.1 IQ

We are delighted to announce the BETA version of IQ, our brand-new AI offering. IQ assists agents with a variety of tasks across most text fields in your contact centre. Built on top of Amazon Bedrock, IQ is designed to enhance agent efficiency and quality. Please reach out to your Admin to get this enabled today.

Once IQ is enabled, there are two ways to interact with it:

  • Directly: You will see a new icon in the sidebar. Open IQ to enter text and trigger enabled actions.

  • Highlighting Text: Highlight text in any multi-line text field to reveal the "Ask IQ" button. Clicking this grants access to IQ actions for the selected text.




Feature Spotlight: Evaluate

Release 3.29 includes the first of many IQ features: Evaluate. This provides AI recommendations and supervisor-style evaluations on agent content. Agents receive suggested rewrites and can instantly replace their content with a single click.


Coming Soon

We have an exciting roadmap for IQ. Future releases will include:

  • Refine: Rewrite text without a formal evaluation.
  • Correct: Automatically fix spelling and grammar issues.
  • Extract: Generate content summaries (e.g., from customer emails).
  • Suggest: Live IQ suggestions during voice calls and chats.


1.2 Dropped Calls

In previous releases, reloading NEONNOW or closing the browser during a voice call would disconnect the call completely. In Release 3.29, calls are now persisted. If the app is reloaded or closed, the call will reappear in an "audio lost" state. While audio cannot be directly reconnected, the call can be transferred to other agents or queues, allowing the conversation to resume seamlessly with the customer.



1.3 Related Calls

If your Admin has enabled the Related Calls feature, you now have the ability to link voice calls together. When dialling an outbound call, a checkbox will appear allowing you to link the new call to the previously connected one. If enabled, choosing not to link a call will be recorded in the contact centre logs for administrative visibility.


1.4 Fixes

  • Chat Notifications:

    • Notifications now consistently appear for all messages across all chats, even when not active on the specific chat.
    • New: Added a preference to disable chat notifications.
    • Fixed several scenarios where the red notification dot failed to appear for new messages.
    • Fixed an issue where duplicate notifications were shown when transferring tasks.

  • Standalone Pages: Pages launched from NEONNOW when embedded in an iframe (e.g., within Salesforce) now work consistently as expected.

  • Task Management: Resolved issues to ensure all tasks can be consistently closed when the end task warning attribute is set.

  • Admin URL: Fixed an issue where setting a custom help docs URL in Admin prevented the contact centre from loading.

  • Terminology: Chat transfers now correctly refer to "Transfer" instead of "Add Participant".

  • Email Formatting: The formatting bar is now correctly sticky at the bottom of the page when composing emails.


1.5 General Updates

  • Performance: Improved performance for the entire contact centre sign-in flow.

  • Visual Updates: Updated the loader across the application.

  • E911: Added support for E911 suggested addresses.

  • Library Update: General update of the underlying Amazon Connect library.

  • Softphone Chat UI:

    • Increased font size for better readability.
    • "Attached data" is now sticky, allowing it to be viewed regardless of scroll position.
    • Added a "Scroll to Top" button for easier navigation.

  • Templates: Template responses are now sorted alphabetically.

  • Agent Search: Improved search speed when selecting agents to send new tasks to.


Admin

2.1 IQ

You can now configure IQ for your contact centre by navigating to Contact Centre Configuration > IQ Settings. Before getting started, you may need to perform prerequisites such as updating your service role. The IQ page provides a guided setup, and further details are available in our help documentation.

This release launches "Evaluate," allowing agents to receive content evaluations and rewrite suggestions. Admins can configure the specific rules and tones available to agents, including:

  • Casual: Relaxed, conversational, and friendly.
  • Empathetic: Warmth, care, and emotional sensitivity.
  • Profanity Filtering: Flags inappropriate or offensive language.
  • Professional: Formal, respectful, and business-appropriate.


2.2 External Provisioning Logs

We are rolling out extensive logging and auditing for external provisioning (SCIM). Logs can now be sent directly to CloudWatch in your AWS account. To enable this, navigate to Contact Centre Configuration > Users > External Provisioning, expand Additional Options, and enable provisioning logs. A direct link to the new log group in your account is provided.



2.3 Fixes

  • External Provisioning:

    • Prevent the ability to update a user's phone number to an invalid format when external provisioning is enabled.
    • Fixed an issue where the external provisioning page occasionally displayed an error.
    • Fixed an issue where hard-deleted users provisioned externally would occasionally persist in the NEONNOW user management table.

  • Point of Contact: Resolved a visual issue with the phone number input field and messaging for the Organisation Point of Contact.

  • Wrap Codes: Navigating away from ACW configuration now correctly removes old URL parameters.


2.4 General Updates

  • Customer Profiles: Domain enablement has moved from the contact centre creation flow to the Customer Profile feature itself. Profiles are no longer enabled by default on new contact centres.

  • AWS Account ID: Added a 12-character limit validation to the AWS account ID field during contact centre creation.

  • Admin UI Refresh:

    • Overhauled auth pages (Sign In, Forgot Password, Join Organisation).
    • Removed the header, moving options to the sidebar for a cleaner look.
    • Added clear titles and subtitles across most pages.
    • Slight colour changes.
    • Replaced the Contact Centres table with a new, higher-performance table component.
    • Refreshed ACW/wrap code configuration page headers.
    • Updated the loading UI when data refreshes after changes (e.g., Module Configuration).
    • Improved loading speeds across most pages.
    • Help icons now display a '?' cursor on hover to indicate available tooltips.
Avatar of authorAlex Gurr