News & Insights

Five NeonNow IQ features your agents will actually notice: real-time assist, sentiment alerts, post-call summaries, smart routing and quality insight.

What does building on AWS actually mean for your contact centre? Security, uptime, compliance and scalability explained in plain terms for IT and ops leaders.

Why do most AI contact centre projects fail? Explore the four implementation failure modes and what organisations getting it right do differently.

Klarna replaced 700 agents with AI. Then it started rehiring. Here's what every contact centre leader should learn before their next AI decision.

New requirements from 1 July 2026 for organisations sending branded SMS

Setting up a contact centre used to mean weeks of planning, specialist resource, and a project timeline nobody was fully comfortable signing off. NeonNow has changed that.

A pragmatic approach to AI-first CX in regulated environments: start small, prove value, and scale safely.

How public-sector teams can use AI-first CX to reduce wait times, improve clarity, and handle peaks.

A practical approach to knowledge that improves AI suggestions, agent confidence, and customer outcomes.

A practical KPI set for AI-first CX that balances efficiency, quality, and customer outcomes.

A clear definition of omnichannel CX — and how to make it real across voice, messaging, and service tooling.

How to evolve IVR and self-service into AI-first journeys that reduce effort and increase containment.

A practical guide to intent-led routing that improves first-contact resolution across voice and messaging.

Move QA from limited sampling to insight-led coaching with AI scoring, trends, and summaries.

How to use outbound SMS and email to prevent calls, reduce effort, and improve trust — without spamming.

A practical guide to using AI agent assist to speed up service while keeping control and consistency.