Outbound Engagement (SmartReach)

NiCE CXone Outbound Engagement (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 Outbound Engagement (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.

Before you can use Outbound Engagement (SmartReach), your NiCE CXone system must meet these requirements:

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

  • Low customer engagement
  • Resource constraints
  • Agent burnout

If you’ve already added Outbound Engagement (SmartReach) to your NiCE CXone system, you can find more information at these links:

Outbound Engagement (SmartReach) Integration with NiCE CXone Call and Screen Recording

The Call and Screen Recording integration between Outbound Engagement (SmartReach) and NiCE CXone enhances the capabilities of Outbound Engagement (SmartReach) users (Evaluators, Supervisors and Managers). It provides access to advanced NiCE CXone applications, including Interaction Analytics and Quality Management (CXone) 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.

This feature is available if you have the Store & Forward Outbound Engagement (SmartReach) license.

A copy of all Store & Forward (S&F) integrated calls are stored in temporary storage for up to 3 months. This allows for the recovery of these calls in case of technical issues. Please note that this temporary copy is not subject to GDPR enforcement. If a call needs to be restored, any previously deleted information associated with that call may also be recovered.

Integration Options

  • Outbound Engagement (SmartReach) to NiCE CXone, utilizing Quality Management (CXone), QM Analytics and IA.

  • Outbound Engagement (SmartReach) to NiCE CXone, with data exported to NIA for Nexidia Analytics.

Importing Users

  • Users are created in NiCE CXone and then replicated in Outbound Engagement (SmartReach).

  • Managing users is done only in NiCE CXone.

Importing Business Data

  • NiCE CXone 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 NiCE CXone. Once the fields are created, you can import the new or updated business data from Outbound Engagement (SmartReach) to NiCE CXone.

Importing Recordings

NiCE CXone only imports calls that were recorded in Outbound Engagement (SmartReach) after NiCE CXone 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 NiCE CXone. The NiCE services team can import calls from Outbound Engagement (SmartReach) that were recorded up to 7 days before your request. For example, if you make the request 2 days after configuring NiCE CXone, the NiCE services team can import calls recorded up to 5 days before the configuration.

NiCE CXone 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.

The media archiving rules defined in Storage Life Cycle Management (LCM) are not currently functioning as expected when configured by Agent ID or Skill ID. Media files are not being archived or retained according to these specific identifiers.

Applications

  • Real- time capabilities, such as Real-Time Monitoring and Real-Time Authentication, are not supported in NiCE CXone for Outbound Engagement (SmartReach) users.

  • Comments and annotations created in Outbound Engagement (SmartReach) are not imported into NiCE CXone.

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

  • A Quality Plan by skill cannot be generated in NiCE CXone for Outbound Engagement (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 NiCE CXone, you must configure the field manually in NiCE CXone. 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

NiCE CXone only imports calls that were recorded in Outbound Engagement (SmartReach) after NiCE CXone 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 NiCE CXone installation. The NiCE services team can import calls from Outbound Engagement (SmartReach) that were recorded up to 7 days before your request. For example, if you make the request 2 days after the NiCE CXone 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 NiCE CXone) in each environment as required.

If you'd like more information about Outbound Engagement (SmartReach), contact your NiCE CXone Account Representative.