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Overview

NEONNOW is a next generation Contact Centre as a Service platform, powered by Amazon Connect.



You can integrate NEONNOW to your existing Amazon Connect instance to build out the base set of features offered within Amazon Connect.

Key use cases include:

  • You want a fully featured Contact Centre as a Service solution with all the benefits of the Cloud, powered by AWS
  • You have an existing Amazon Connect solution, but want more features, for example email or Social Media Integration
  • You want a custom UI - the Amazon Connect CCP and workspace aren't suitable for internal branding
  • You don't want to spin up your own advanced AWS capability to build a custom solution around Amazon Connect

To get information on how to procure and set up NEONNOW, access our getting started guide here, otherwise read on for more information.

Features​

NEONNOW has all the features to support a modern omni-channel contact centre. Here's an overview of the key features and functions:



Feature List
  • 6 way conferences - Voice calls with up to 6 participants
  • ACW - An agent ACW state after an interaction ends. Supported by all interaction types
  • Agent Phonebook - A personal phone number list for agents. Contacts be used for outbound calls or transfers.
  • Agent Stats (queues) - Real time metrics for agents for the queues they are added to
  • Agent Status & away timer - Allows agents to change their status to be routable or not.
  • Agent tasks channel - Inbound/outbound agent tasks
  • Attached Data - Display custom contact attributes during interactions
  • CRM embedding - Ability for NEONNOW to be embedded in CRMs.
  • Call Recording Controls - customisable controls for agents to pause/resume/stop call recording
  • Chat Channel - Inbound/outbound chats
  • Company Phonebook - A list of shared company contacts (phone numbers) and amazon connect agents. Contacts be used for outbound calls or transfers.
  • Custom schedules - Date/time schedules that can be queried from Connect contact flows.
  • Customer profiles - Amazon Connect profiles for storing information about customers
  • Customisable branding - logo & product name can be updated to reflect a customer's specific branding requirements
  • Customisable workspace - An agent workspace for handling contacts. Can be customised to be 2/3 columns and sized in the desired way.
  • Email Channel - Inbound/outbound emails
  • Enterprise reports - Quick sight reports, including admin reports and an agent wallboard.
  • Fixed softphone mode - Displays NEONNOW in the softphone view, regardless of window size
  • Interaction history - History of an agent’s interactions.
  • Interaction outcomes - Wrap up codes/notes. Available in ACW and during interactions.
  • Missed interactions - A missed interaction state. Agent stays busy during this time.
  • Operational parameters - Key/value parameters that can be queried from Connect contact flows.
  • Outbound SMS - agent can send outbound SMS, using SMS provider of choice
  • Outbound dialling - Dial international phone numbers supported by the Amazon Connect instance
  • Page modules - Custom NEONNOW pages, either as landing pages or iframed third party content.
  • Single sign on (SSO) - Single sign on when logging in to NEONNOW. Amazon Connect must be built with this.
  • Softphone view - A “mobile”-esque view of NEONNOW. Some features are not supported in this view.
  • Supervisor call monitoring - Allow supervisors to listen in to agent calls
  • Support for 3rd Party Address books and Microsoft Teams Presence - SCIM ingestion of 3rd party contacts, and real-time presence of back-office users on Microsoft Teams
  • Task transfers - Transfer contacts to other agents or external numbers.
  • Templates - agent templates for Chat/SMS/Email
  • Voice Channel - Inbound/outbound voice calls
  • Widgets - Third party content in an always-visible* overlay

NEONNOW in 'Workspace' mode​

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NEONNOW in 'softphone' mode, embedded into Salesforce CRM​

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Advanced Analytics Reporting​

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NEONNOW Admin Portal​

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