The LiveVox Agent Portal, integrated into the Nice CXone Mpower (CXone) platform and rebranded as SmartReach (), has been redesigned to align with CXone's interface. These changes provide a streamlined, consistent user experience across the integrated platform.

Human Call Initiator (HCI)

Once signed in as an HCI agent, you are presented with the HCI Agent Desktop that has been redesigned to align with CXone Mpower's interface.

10-Digit Manual with Transfer (10DMT) Desktop

Once signed in as a 10DMT agent, you are presented with the 10DMT Agent Desktop that has been redesigned to align with CXone Mpower's interface.

This interface allows you to launch calls manually by entering the 10 digits of the telephone number on the screen. A call will not launch until you enter all ten-digit phone numbers. Each digit must be entered individually, accurately, and one at a time. The ten-digit number cannot be copied or pasted into the interface. If an incorrect number is entered, the system alerts you and prompts for the correct 10-digit number to be entered. Once you enter the 10th digit correctly (and all previous numbers are also correct), the call is then launched.

Human Text Initiator (HTI)

Once signed in as an HTI agent, you are presented with the HTI Agent Desktop that has been redesigned to align with CXone Mpower's interface.

The HTI service enables agents to manually launch text messages after they confirm the phone number using a mouse click.