Outbound Engagement (LiveVox / SmartReach) Fall 24 Release Notes

Contacts

• Enhanced Contact Editor UI
  The Contact Editor has been updated with the new SmartReach look and feel, delivering a more modern and consistent user experience.
• Advanced Search → Segment Creation
  Advanced Search now enables you to create and save search criteria as reusable Segments directly within Contact Manager, streamlining audience targeting and campaign setup.
  

Learn more:
https://docs.livevox.com/productdocumentation/ag24/fall24/contact-manager-162466123.html

Enhanced Segmentation for Customer Journey Tracking

We’ve enhanced the Advanced Search functionality in Contact Manager to improve how you track and manage customer journeys through segmentation.

You can now use the new Select Segment/Filter option directly within the Advanced Search. Segments are stored within the database, making them easily accessible to multiple SmartReach users, who can assign them to a customer’s journey as needed.

Additionally, segmentation capabilities have been expanded:

• Add individual segments to refine targeting.
• Create advanced segmentations by combining multiple segments using the Segmentation Editor.

These improvements provide greater flexibility and collaboration, enabling more precise and dynamic customer journey tracking.

Learn more: https://docs.livevox.com/productdocumentation/ag24/fall24/creating-campaigns-using-segmentation-162464527.html

Reports

• Updated Visual Design in Review Tab
  Reports now align with the CXone design:
  • Updated primary and accent colors
  • Improved text readability
  • Modernized icons and buttons

These updates create a more cohesive and streamlined reporting experience.

Learn more:
https://docs.livevox.com/productdocumentation/ag24/fall24/reports-162465243.html

Editor Experience Enhancements

The following SmartReach editors have been refreshed with a more user-friendly, consistent interface:

• Voice Editor
  Learn more: https://docs.livevox.com/productdocumentation/ag24/fall24/voice-editor-177897504.html
• Do Not Call (DNC) Tools
  Learn more: https://docs.livevox.com/productdocumentation/ag24/fall24/do-not-call-dnc-tools-176423370.html
• Export Format Editor
  Learn more: https://docs.livevox.com/productdocumentation/ag24/fall24/export-format-151746124.html
• Campaigns Editor
  Learn more: https://docs.livevox.com/productdocumentation/ag24/fall24/navigating-the-campaigns-editor-162464405.html

Enhanced Answering Machine Detection (AMD)

• Improved Call Screening Accuracy
  With the rise of AI-based call screening (e.g., Apple iOS and Google Pixel assistants), SmartReach has enhanced its Answering Machine Detection capabilities.
• AI Attendant Detection
  SmartReach can now identify AI call screeners and apply the appropriate strategy:
  • Hang Up
  • Leave Message
  • Transfer
• New Screener Detection Module
  The Call Flow Editor now includes a dedicated module to:
  • Improve call-handling logic
  • Better distinguish between live answers and automated responses. 
    

Learn more:
https://docs.livevox.com/productdocumentation/ag24/fall24/understanding-modules-176423302.html

NiCE CXone is pleased to announce the following features and enhancements for Outbound Engagement (SmartReach/LiveVox). 

Agent Desktop Native, Version 11.0.1 

A new version of Agent Desktop Native (ADN) has been released and includes the following enhancements:

• Contains Audio Processing options and logo and user interface updates. 
• Improved multi-monitor screen recording performance.
• Contains security updates included in Electron 41.2.0; Chrome: 146.0.7680.179.

Release Details

For additional information, see Agent Desktop Native.

Unified Configuration Manager Restrictions 

To streamline the integration with NiCE CXone, Outbound Engagement (SmartReach) Outbound Engagement has implemented configuration restrictions within Configuration Manager to better align with the unified CXone platform. The Service Editor features a simplified interface where redundant fields are disabled or hidden, and a new CXone Service ID field is visible to provide a clear link between services and their corresponding CXOne skills.

The following options are disabled in the Services Editor when the client is set to SmartReach Client User Interface:

• Service Delete
• Service Copy
• Service Name 
• Service Type, Call Direction, and ACD Mode

Release Details

For additional information, see Service Editor. 

Support for 40 Million Records in Contact Manager   

Contact Manager can support contact lists that can be configured for up to 40 million records per client. The default limit is 500,000 records. Records above the 500,000 record limit can incur an additional cost. 

For additional information, see Contact Manager. 

Monitor Dashboard: Shared Dashboard Permissions

For dashboards shared using Global Templates or created by other users, the Update Dashboard and Reset All Changes buttons are now disabled

For additional information, see Modifying the Dashboard. 

NiCE CXone is pleased to announce the following features and enhancements for Outbound Engagement (SmartReach/LiveVox). 

SMS Contact Flow Update

The Cellular Telecommunications Industry Association (CTIA) guidelines require that businesses sending application to person (A2P) text messages support the standard keywords STOP, HELP, and START, and respond automatically to each one. Network carriers require an automatic response to every STOP and HELP request, even repeat requests. For example, if a customer texts STOP twice, you should still send the opt-out confirmation even though the first STOP request would place the customer on a Do Not Call (DNC) list. You must reply to STOP request even if the customer has already reached the maximum attempts permitted by Attempt Supervisor.

To ensure compliance with these guidelines, the SMS contact flows have been updated:

• Previously, inbound SMS contact flows checked DNC and Attempt Supervisor status before sending an auto-response. If either check returned a block, the auto-response was suppressed. Now, inbound SMS contact flows are no longer automatically checked by Attempt Supervisor or the DNC. 
• To ensure that the DNC status is checked, you can add a module to your contact flow using the DNC APIs.
• There is currently no API to check Attempt Supervisor status from a contact flow. 
• If a customer opts out of receiving SMS messages, you cannot send an SMS outside of the START/STOP/HELP auto-responses. If the customer asks a questions, do NOT respond using SMS, you should switch to another channel (phone or email). Customers using a virtual assistant on their inbound SMS flow should add a DNC-check module before the virtual assistant replies so no non-START/STOP/HELP messages are sent once a customer has opted out.  

Release Details

For additional information, see Working with Contact Flows, Compliance API, Creating and Deploying a Contact Flow. 

Voicemail Inbox Pagination 

Previously, voicemail only allowed up to 50 voicemails to be viewed in the agent desktop inbox. Now, you are not restricted on the number of voicemails in your inbox. 

Release Details

For additional information, see Agent Panel. 

Transferring a Web Chat to Another Service 

An agent engaged in a web chat with a customer can now redirect the chat to another service, another agent, or to an agent team. The following scenarios describe when an agent might want to transfer the chat: 

• The customer might have unintentionally started a chat with an incorrect agent group. For example, the customer might have a contacted technical support instead of contacting sales. 
• The customer might have multiple inquiries. For example, the customer starts the chat with a technical support issue, the support agent addresses the question, and then the customer follows up with a billing question. In these scenarios, the agent who receives the chat might want to transfer the chat to a different service, agent, or an agent group that can address the customer's specific request. 

The following types of web chat transfers are possible: 

• Agent-to-agent transfer 
• Agent-to-service transfer 
• Service or service group transfer 

The agent cannot transfer the chat to a service where no other agents are available to chat for the service.
 

Release Details

For additional information, see Transferring a Chat.