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Choosing How to Build

Creating a contact centre starts in the NeonNow Admin app. Select Get Started on the CX landing page, or Create Contact Centre if you already have one, and the Let's start! How do you want to build? page opens.

The page explains that the choice determines how the new CX contact centre is created, and offers a Learn more link into these help docs for anyone who is unsure. Below the text are two cards, With AI and Build It Myself.

The cards work like radio buttons: selecting one puts a tick in its top-right corner and clears the other. Selecting a card does not start anything on its own - the choice is confirmed with the single Get Started button below the cards.

Both options end with a working CX contact centre; they differ in how much of the Amazon Connect setup is done for you.

With AI​

The card carries a BETA badge and describes the option as simplifying contact centre management, with IQ delivering smart suggestions and automating the build process for you.

IQ asks a few questions about the business, suggests the outcomes your customers contact you about and the queues to route them to, then builds the contact centre for you - including a new Amazon Connect instance, its AI agent and contact flows, queues, hours of operation and your Amazon Connect user.

Choose this option if you do not have an Amazon Connect instance yet, or you want a working omni-channel contact centre quickly and intend to refine it afterwards.

Select the With AI card, then select Get Started to open the build wizard. See Building With IQ for how the option works, The Build Wizard for the six steps in order, and What IQ Builds for You for everything it creates.

Build It Myself​

The card describes the option as full architectural control, letting you customise and integrate CX with Amazon Connect exactly how you need it.

This is the original creation flow, which connects CX to an Amazon Connect instance you have already set up. Nothing is generated for you: you keep full architectural control over your contact flows, queues, routing profiles and hours of operation, and over how CX integrates with Amazon Connect.

Choose this option if you have an existing Amazon Connect instance, an established contact centre design, or requirements that IQ cannot express - including any instance that uses single sign on.

Select the Build It Myself card, then select Get Started. See Building It Myself for what this path involves, and the prerequisites your Amazon Connect instance must meet before you start.

When With AI Is Unavailable​

The With AI option is not always selectable:

  • You already have a build running. The card is greyed out and shows a Build In Progress badge, and Build It Myself is preselected so that the only available path is ready to confirm. Only one IQ build per person can be active at a time, so your own build has to finish before you can start another. A build that has failed can be deleted, which frees you to start again. See Build States.
  • The organisation is unsubscribed. Get Started is disabled, so neither build method can be started.

A build someone else is running is not one of these situations. The limit is per person rather than per organisation, so other people in the organisation can run their own builds at the same time as yours. While a build is running, admins who have no contact centres of their own do see it in progress on the CX landing page in place of the usual Get Started action - see What Other Admins See.

Limitations​

  • With AI is in beta. Its behaviour and the options it offers may change between releases.
  • Amazon Connect instances that use single sign on are not supported. Use Build It Myself and follow Configuring Single Sign On.
  • IQ cannot be applied to a contact centre that already exists. It only builds new contact centres, so an existing contact centre keeps a Built with value of Manually. See Managing Contact Centres.