NeonNow launches AI customer platform across 170 markets

CloudWave has rebranded as NeonNow and is launching an AI customer experience platform across 170 markets.

The move marks the Sydney-founded business's shift from cloud communications to a broader customer engagement platform for channel partners.

The platform is aimed at resellers and managed service providers that want to offer voice, messaging and AI-led customer interactions without building their own infrastructure. Partners can use a recurring revenue model tied to customer usage, and either manage implementation and support themselves or use NeonNow's delivery model.

After 13 years operating as CloudWave, the business has also expanded internationally, adding offices in the United States, the United Kingdom, India and New Zealand.

The platform combines customer engagement, communications, and deployment in a single system. Over the past two years, NeonNow has restructured its technology, delivery and support operations into a single architecture designed to simplify onboarding, deployment and management.

The system supports more than 200 customers across enterprise, small business, and government sectors and handles billions of interactions each year. It is built on Amazon Web Services infrastructure and uses Twilio communications technology.

Channel Focus

NeonNow is targeting demand from businesses operating across multiple markets that must meet local security, compliance and regulatory requirements. Its model is designed to reduce upfront capital spending and lower training demands for partners delivering services across regions.

Industry growth forms part of the backdrop. NeonNow cited forecasts that the global market for AI-led customer experience will grow from USD $17.75 billion in 2025 to USD $22.67 billion in 2026.

Michael Powrie, founder and CEO of NeonNow, said the rebrand reflects a broader shift in the business model and product design.

"The rebrand signals a broader transformation in how the company builds, bends, and delivers technology in a rapidly changing digital landscape. For our channel partners, this shift is about removing the complexity that has traditionally slowed deployment and limited scale across markets. We have rebuilt the platform so partners can deliver customer engagement services globally through a single system, maintain compliance across jurisdictions, and generate recurring revenue without the need for fragmented infrastructure," Powrie said.

Jason Stirling, director at NeonNow, said the company has focused on the operational challenges organisations face when working across multiple jurisdictions.

"Businesses operating across multiple markets require systems that can adapt to local regulatory and security requirements without increasing operational burden. By embedding onboarding and delivery within the product, we have shifted to a platform-led model that enables faster deployment and consistency across regions. This positions NeonNow to support organisations with a single system that maintains control, compliance, and operational efficiency," Stirling said.

The rebrand and launch underline how communications providers are seeking a larger role in AI-based customer service software as buyers look for fewer systems and simpler cross-border deployment.