Latest updates, product insights, and practical perspectives on AI-first CX across voice and messaging from the NeonNow team
Salesforce is retiring Open CTI in 2028. Here is what it means for your contact centre.
Most contact centre leaders I speak to have not read the Salesforce help article yet. It is short, it is written in the flat procedural language these notices always use, and it sets a date that a lot of 2027 planning is going to end up revolving around.
August 12, 2026
Salesforce is retiring Open CTI in 2028. Here is what it means for your contact centre.
Most contact centre leaders I speak to have not read the Salesforce help article yet. It is short, it is written in the flat procedural language these notices always use, and it sets a date that a lot of 2027 planning is going to end up revolving around.
August 12, 2026
Five Things NeonNow IQ Does That Your Agents Will Actually Notice
Five NeonNow IQ features your agents will actually notice: real-time assist, sentiment alerts, post-call summaries, smart routing and quality insight.
.jpg)
June 19, 2026
What Does AWS-Powered Actually Mean for Your Contact Centre?
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.
June 19, 2026
Why Most AI Contact Centre Projects Fail (And What To Do Instead)
Why do most AI contact centre projects fail? Explore the four implementation failure modes and what organisations getting it right do differently.
August 12, 2026
The Case for Keeping Humans in Your Contact Centre
Klarna replaced 700 agents with AI. Then it started rehiring. Here's what every contact centre leader should learn before their next AI decision.
June 19, 2026
SMS Sender ID Registration Requirements for Australian Businesses
New requirements from 1 July 2026 for organisations sending branded SMS
.png)
June 18, 2026
NeonNow IQ builds your contact centre before your first coffee goes cold
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.
May 1, 2026
Government CX in the age of AI: reducing effort for citizens
How public-sector teams can use AI-first CX to reduce wait times, improve clarity, and handle peaks.
March 17, 2026
Contact centre AI for financial services: where to start (and what to avoid)
A pragmatic approach to AI-first CX in regulated environments: start small, prove value, and scale safely.
March 17, 2026
AI-first knowledge management: stop searching, start resolving
A practical approach to knowledge that improves AI suggestions, agent confidence, and customer outcomes.
March 17, 2026
What omnichannel should mean in 2026 (and what it usually means)
A clear definition of omnichannel CX — and how to make it real across voice, messaging, and service tooling.
March 17, 2026
AI-first routing: how to reduce transfers and repeat contacts
A practical guide to intent-led routing that improves first-contact resolution across voice and messaging.
March 17, 2026
The AI-first contact centre metrics that actually matter
A practical KPI set for AI-first CX that balances efficiency, quality, and customer outcomes.
May 1, 2026
AI-powered quality management: from random sampling to full coverage
Move QA from limited sampling to insight-led coaching with AI scoring, trends, and summaries.
March 17, 2026
Proactive messaging that reduces inbound volume: a practical playbook
How to use outbound SMS and email to prevent calls, reduce effort, and improve trust — without spamming.
March 17, 2026
From IVR to AI: designing self-service that customers actually use
How to evolve IVR and self-service into AI-first journeys that reduce effort and increase containment.
March 17, 2026
How AI agent assist reduces handle time without breaking trust
A practical guide to using AI agent assist to speed up service while keeping control and consistency.
.svg)
