SmartReach

CXone Mpower SmartReach is a proactive engagement solution. It offers omnichannel campaign automation, allowing you to seamlessly manage outbound communication across multiple channelsClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center., including:

The built-in compliance controls in SmartReach are both robust and automated. They enable you to navigate multiple regulatory environments with confidence. This includes the complexities of TCPA, CTIA, CAN-SPAM, HIPAA, and other regulatory frameworks. In addition, advanced insight and monitoring tools ensure visibility for managers to optimize both campaigns and agent performance.

SmartReach combines proven technology with the AI-driven capabilities of CXone Mpower to help address other common challenges of proactive engagement campaigns, including:

  • Low customer engagement
  • Resource constraints
  • Agent burnout

If you’ve already added SmartReach to your CXone Mpower system, you can find more information at these links:

SmartReach Integration with CXone Mpower Call and Screen Recording

The Call and Screen Recording integration between SmartReach and CXone Mpower enhances the capabilities of SmartReach users (Evaluators, Supervisors and Managers). It provides access to advanced CXone Mpower applications, including Interaction Analytics and Quality Management Analytics. These tools significantly improve the ability to evaluate, analyze and manage customer interactions. By incorporating these capabilities, these users gain deeper insights into customer communications, improving decision-making and overall contact center performance.

Integration Options

  • SmartReach to CXone Mpower, utilizing Quality Management, QM Analytics and IA.

  • SmartReach to CXone Mpower, with data exported to NIA for NexidiaAnalytics.

Importing Users

  • Users are created in CXone Mpower and then replicated in SmartReach.

  • Managing users is done only in CXone Mpower.

Importing Business Data

  • CXone Mpower can import up to 50 business data fields (35 fields with text values, 10 fields with number values, and 5 fields with Boolean values).

  • After the initial import process, any additional business data fields that are created must be entered manually in CXone Mpower. Once the fields are created, you can import the new or updated business data from SmartReach to CXone Mpower.

Importing Recordings

CXone Mpower only imports calls that were recorded in SmartReach after CXone Mpower is configured correctly. If you want to import calls that were recorded up to 7 days before the configuration, you must inform your Account Representative immediately after configuring CXone Mpower. The NICE services team can import calls from SmartReach that were recorded up to 7 days before your request. For example, if you make the request 2 days after configuring CXone Mpower, the Nice services team can import calls recorded up to 5 days before the configuration.

CXone Mpower may not import calls if:

  • Calls are not successfully archived.

  • Calls do not have any valid audio packets for playback.

  • Calls are of a very short duration (2 seconds or less).

  • Calls contain exceptions or errors, even if they were partially recorded.

Applications

  • Real- time capabilities, such as Real-Time Monitoring and Real-Time Authentication, are not supported in CXone Mpower for SmartReach users.

  • Comments and annotations created in SmartReach are not imported into CXone Mpower.

  • CXone Mpower Role-Based Access Control (RBAC) by skill is not supported in CXone Mpower for SmartReach users.

  • A Quality Plan by skill cannot be generated in CXone Mpower for SmartReach users. You can create a Quality Plan according to a business data field if the skill is populated into that field.

  • You can search for and play back imported recordings in the Interactions application. See Interactions: Search and Playback.

FAQS

If you want to add a new business data field after setting up CXone Mpower, you must configure the field manually in CXone Mpower. See Business Data.

These are the business data guidelines:

  • Up to a total of 50 business data fields

  • 35 fields with text values, 10 fields with number values, and 5 fields with Boolean values

  • Alphanumeric values are acceptable only in text fields

  • The length limits are:

    • For a display name field: 128 characters

    • For a name field: 38 characters

    • For a string value: between 1 and 4,000 characters

  • Numerical values must be integers and 4 bytes

CXone Mpower only imports calls that were recorded in SmartReach after CXone Mpower is configured. If you want to import calls that were recorded up to 7 days before the installation, you must inform your Account Representative immediately after the CXone Mpower installation. The NICE services team can import calls from SmartReach that were recorded up to 7 days before your request. For example, if you make the request 2 days after the CXone Mpower installation, they can import calls recorded up to 5 days before the installation.

Yes. You can adjust the archiving rules and retention (called Life Cycle Management policies in CXone Mpower) in each environment as required.

If you'd like more information about SmartReach, contact your CXone Mpower Account Representative.