What Is Changing — 365 × CDM

03 The platform

Three technologies. One joined-up system.

Designed to work together end-to-end — so telephony, workflow and reporting finally speak the same language.

📞

Amazon Connect

Telephony & contact

A modern, enterprise-grade cloud contact platform — bringing AI into the customer experience, with human agents always in the loop.

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NeonNow

AI in the experience

Adds intelligent assistance into contact flows, so agents are supported in real time and customers get faster, better-informed help.

🛰️

Orbit

Case management & core

The integrated case-management backbone — connecting telephony, workflow and reporting into one clear, single view.

◆ How it connects

Live data, flowing through one connected system.

Every contact flows through Amazon Connect, is made intelligent by NeonNow, and is orchestrated end-to-end in Orbit — with your people in command.

Real-time data moving across the platform

📲

Customer contact

Call · SMS · chat · email

📞

Amazon Connect

Telephony

Enterprise cloud contact — routing, voice, IVR.

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NeonNow

AI layer

Real-time intelligence & agent assist in the flow.

🛰️

Orbit

Orchestration & case core

Workflow, dispatch, reporting — the single source of truth.

🎼

Your people

Monitor · escalate · orchestrate

Amazon Connect NeonNow Orbit & people ● = live data moving through the system

◆ A case, end-to-end

AI-assisted at every step. Human-governed where it counts.

One roadside case — from first contact to resolved

AI + human📲

Inbound

Call, SMS, chat or email arrives

→

AI-assisted🧭

Triage

Intent & entitlement checked instantly

→

Human decision✅

Verify

Agent confirms the moments that matter

→

AI-assisted🚚

Dispatch

Best provider matched & sent

→

Human oversight📊

Resolve

Tracked to close, SLA visible live

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AI in the customer experience — human in the loopAmazon Connect and NeonNow bring AI into contact, but people stay in control of the moments that matter.
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Integrated case management & telephonyOne connected experience — with the visibility and reporting that separate systems could never provide.
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End-to-end integrated platformOrbit, Amazon Connect and NeonNow working together across the whole journey.
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An uplifted agent experienceA sophisticated, leading-edge solution that makes agents' work easier — not harder.
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Zoom exitZoom is being retired from the service proposition as part of the consolidation onto the new platform.

◆ NeonNow · Phase 1

Where we start — and what it actually does.

In plain terms · The Lapsed Jobs MVP

Right now, when a job goes quiet — a provider hasn't called back, or a case is sitting without an update — an agent has to notice it and chase it by phone, one call at a time. The Lapsed Jobs MVP does that chasing automatically. NeonNow spots the jobs that have gone stale, makes the outbound follow-up calls itself, and only hands a job back to a person when something actually needs a human. Same work, done for you — so your agents spend their time on the calls that matter, not the routine chase-ups.

NeonNow is the contact-centre orchestration platform, built on Amazon Connect and operated by 365. Phase 1 is deliberately focused: automate the routine chasing, so agents can focus on the exceptions.

Today

CDM owns and pays for Zoom telephony
Agents use Zoom for calls, CAPS for job management
Most provider follow-up is done manually by agents

With NeonNow

NeonNow becomes the primary contact-centre platform (on Amazon Connect, owned & operated by 365)
Telephony, automation, AI and reporting run through one platform
Routine provider follow-up is automated — agents handle exceptions
Zoom stays in place for Phase 1; it's only replaced as Phase 2 progresses

📩

Lapsed-job automation

When a job looks overdue, the customer gets an SMS. If it's not complete, an AI agent follows up with the provider automatically.

🤖

Provider AI calls

Providers receive AI-led outbound calls asking for ETA, completion or cancellation — the routine chasing agents do today.

🔄

CAPS & customer updates

If the provider gives an update, the job is updated and the customer is notified. If it's not resolved, it escalates to a person.

⭐

CSAT automation

CSAT is offered automatically by 365 — CDM no longer needs to manually action or report on it.

In simple terms: automation handles routine overdue-job follow-up; CDM agents handle the exceptions.

◆ What this could mean for CDM

Honest about the impact.

Phase 1 refines the agent's work pattern. Here's the impact as we see it — and the commitments that come with it.

Impact to agents

Less routine provider chasing; more exception handling and unresolved-job work. Some training on the changed process. Phase 1 refines the agent's work pattern.

Operational impact

CDM capacity is recovered from repetitive outbound activity and redirected to higher-value customer and exception work.

Impact to providers

Providers start receiving AI-led follow-up calls. Network will notify and trial providers before go-live, gather feedback and iterate — with a clear path for CDM to escalate provider issues back to 365.

Workforce impact

How we use agents will change during Phase 1 — managed through evidence-led planning. We expect a ~12% reduction in outbound calls.

~12% expected reduction in outbound calls — Phase 1 target

◆ Working together on the change

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One agreed message365 and CDM leadership align on the Phase 1 narrative before any agent communications.
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Brief the Team LeadersEquip TLs with a clear "what is changing / what is not changing" script and FAQs.
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Train in batchesRemote / batch training focused on escalation handling and the provider-feedback process, with minimal SLA disruption.
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Capture feedback & review data togetherA simple channel for agent questions and provider frustration, and a joint review of call reduction, escalations and training gaps.

365 × CDM

One integrated platform — and people stay at the centre of it.