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NEONNOW - New Realease Version 3.18
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.
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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.
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.
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?
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.
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:
When the transferee disconnects from the conference:
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.
Dialpad UI when an incoming call is received while the dialpad is open.
We've also improved the general reliability of making outbound calls when already in an interaction.
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:
You can find modules under your contact centre > Customise > Customisation > Modules.
The Admin modules list page.
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.
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.
We're at the forefront of deploying cutting-edge contact centre technology, ensuring that our customers benefit from the latest innovations enhancing customer experiences and operational efficiency.
Contact us today to learn how we can transforming your contact centre with the power of NEONNOW and AWS.
Get in touch here
sales@neonnow.io