Getting Started

Concierge has been designed to allow contact centres to augment and steer their customers’ contact centre voice channel experience, with an easy to configure natural language understanding (NLU) “open menu” IVR.

E.g. “Hi! Welcome to X, how can we help you today...”

Concierge gives the contact centre operation the ability to design the interaction with the caller, and the required Actions (call steering such as routing decisions, or deflect to non voice channels) based on what the customer says.

The design of the caller experience can be changed dynamically, without IT help, in response to real-world external events.

Enabling Concierge

To enable Concierge, within NEONNOW Admin, select the Contact Centre you want to manage, then select 'Features' then under the 'Concierge' section, select the feature toggle to enable.

This will provision a new Concierge organisation - you will be provided with a link to access Concierge and you will emailed a temporary password.

Once in Concierge, you can access Concierge's own help documentation, which will guide you though the installation process. This involves running a CloudFormation script within the NEONNOW account, which will provision the required AWS resources.

This can also be accessed here

Please contact your NEONNOW account manager if you have any questions.