Outbound Engagement (SmartReach/LiveVox) Coming Soon Release Notes for 26.4 Version

Outbound Engagement (SmartReach) is proud to announce the following features and enhancements to the Outbound Engagement software platform. 

Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. All 26.4 development cycle features, when released, will be rolled into the Fall 24 version of your platform. No upgrades required; however, some features might require configuration.

Accessibility Support for WCAG 2.2 (Phase 2)

The Contacts and Campaigns editors will be updated to meet WCAG 2.2 AA accessibility standards. These enhancements will provide a more inclusive experience for users relying on assistive technologies. 

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Support for 100K Named Agents

Outbound Engagement now supports up to 100,000 named agents per business unit, allowing large enterprises to manage significantly larger workforces within the platform. The concurrent agent limit remains at 18000.

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Support for Attachments with the Send SMS API

The Send SMS API will support file attachments, which will allow users to send Multimedia Messaging Service (MMS) messages through automated API requests. This update will enable organizations to deliver personalized documents, such as monthly statements, receipts, or legal notices directly to customers and reduce the need for manual agent intervention.

This feature applies to both the Outbound Engagement standalone and Integrated products. 

SMS Character Limit Increase

Agents can now compose and send outbound SMS messages of up to 1,000 characters, a significant increase from the previous 160-character limit. This enhancement allows for more detailed communication without the need to send multiple messages.

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Capacity Expansion of Scheduled Jobs 

The amount of jobs (import, export, and schedule campaigns) will be increased. This update will allow organizations to manage more concurrent data operations and improving scalability across the CXone platforms.

The following capacity increases will be available: 

• Import Jobs: Increase from 6 to 20 concurrent jobs. 

• Export Jobs: Increase from 4 to 20 concurrent jobs. 

• Scheduled Campaign Jobs: Increased from 4 to 20 concurrent jobs. 

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Email Attempts Included in Contact Limit Counting

Email interactions will be counted toward contact attempt limits in Attempt Supervisor.

This feature applies to both the Outbound Engagement standalone and Integrated products.  

Reporting Integration

Integrated Campaign data will go to the Snowflake database and you will be able to use the Data Share product access this data for reporting purposes.

This feature applies to the Outbound Engagement Integrated product only. 

CX Contact ID Support for Interactions

The Outbound Engagement, Agent Workspace Advanced, and Agent Workspace Premium products will soon support the persistent storage and retrieval of the CX Contact ID for interactions consumed through CX streams. This update will enable CXone applications to consistently identify and correlate customer interactions across the platform.

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Enhanced Speed-to-Lead API

This enhancement will increase the rate at which you can call the API, which will enable you to compete more effectively in fast-paced markets by prioritizing interactions.

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Enhanced Digital Interaction History

To ensure a more complete interaction history, CX Streams will enhance how digital contact data is captured and stored. For integrated Agent Workspace (AWA/AWP) and Outbound Engagement (OE) environments, the disposition notes and disposition outcomes will be stored in the interaction history for digital interactions.

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Interactions: Expanded Rich Message Support for Digital Channels

CXone will save rich messages across all digital channels, including Chat, WhatsApp, Facebook, and Microsoft Teams, while keeping their original formatting and details. Agents using Agent Workspace (AWP) and Agent Web Anywhere (AWA) will be able to view conversations as they appeared in the original channel.

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Segment Support for Contact Export Jobs

You will be able to use Segments as search criteria when creating Contact Export jobs in Customer (Contact) Manager. This enhancement aligns the export functionality with the Segment-based search experience, and will allow you to export specific groups of customer records without needing to export the entire database. This feature includes the following:

• Streamlined Configuration Menu: The configuration menu for Contact Export jobs will be updated to provide a cleaner experience:
• Unified Selection: Users will be able to choose between a Segment, a legacy Filter, or all customer records for their export criteria.
• Dynamic Interface: To reduce clutter, the "Filters" section will be automatically hidden for users who do not have any legacy filters stored.
• Legacy Filter Support: While the focus has shifted to Segments, you will be able to continue to use your existing legacy filters for export jobs.

This feature applies to both the Outbound Engagement standalone and Integrated products. 

Documentation

The following documentation supports the Outbound Engagement software platform version:

• Help Center
• Outbound Engagement Administrative User Guides
• Outbound Engagement Agent Guides