Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your account representative.
NiCE CXone Outbound Engagement (SmartReach) is a proactive engagement solution. It offers omnichannel campaign automation, allowing you to seamlessly manage outbound voice communication.
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.
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
The disposition
Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. categories you configure in Outbound Engagement (SmartReach) are available for use in NiCE CXone. They appear to agents handling interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. on Outbound Engagement (SmartReach) skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. In the Outcome panel in Agent Workspace (Agent), agents expand a category, then select a disposition to assign.
If you'd like more information about Outbound Engagement (SmartReach), contact your NiCE CXoneaccount representative
Using Outbound Engagement (SmartReach)
To use Outbound Engagement (SmartReach), it must be enabled for your NiCE CXone tenant by NiCE Professional Services. You must also set up a campaign and skill in your tenant.
During its controlled release, the remainder of Outbound Engagement (SmartReach) configuration is done in a separate portal. You can find more information at these links: