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

User Interface Enhancements

As part of the ongoing effort to unify all NICE CX products under a single, modern design language, the Agent Service Selector page and the Human Call Initiator Service (HCI) have been updated to adopt the Lyra Design System. This update ensures a consistent, accessible, and intuitive user experience across the platform.

• Modernized User Interface: The Agent Service Selector page and the HCI UI now feature the Lyra UI design, providing a cleaner and more cohesive look that aligns with the broader CXone ecosystem.
• Updated Visual Elements:
  • Icons: Adoption of the new Lyra icon set for improved visual clarity.
  • Theming: Implementation of the Lyra theme, including updated color tokens and favicons.
  • Layout Improvements: Alignment with Lyra’s Grid and Omnibar standards, including updated Page Header guidelines for better navigation and consistency.
• Improved Accessibility: The adoption of Lyra tokens and components enhances the overall accessibility of the service selection process for agents.

Agents will notice a refreshed visual interface when selecting services and working within the HCI editor (Standalone Outbound Engagement only). 

Release Details

Agent Access to Outbound Engagement Using the CXone Applications Menu

The Outbound Engagement Agent is now integrated directly into the CXone Applications menu. This enhancement allows agents to access the Outbound Engagement Agent module alongside other CXone applications (such as Admin, Supervisor, and Desk) without leaving their current browser window.

Release Details

User Interface (UI) Enhancements: Reports

The look and feel of reports in the Review tab has changed. Primary colors, accent colors (buttons, highlights), and text colors are changed to match the CXone color palette. Icons and buttons are updated to match the CXone style for a streamlined user journey. 

The following reports have been enhanced:

• Inbound Reports:
  • Inbound Efficiency Report 
  • Inbound Phone Volume Report
    
• Campaign Reports:
  • Contact Lookup Report 
  • Call Statistics Report 
  • Campaign Line Summary Report 
  • Email Campaign Summary Report 
  • Extended Campaign Summary Report 
  • Phone Lookup Report 
  • Real Time Reports (RTR)
  • Service Efficiency Report 
    
• Call Reports:
  • Call Detail Report (CDR)
  • Failed Operator Report
    
• Agent Reports:
  • Agent Activity Report 
  • Agent Summary Report
  • Agent Skill Report 
  • Agent Team Summary Report
  • Call Monitoring Report
  • Call Recording Report
    • Call Transfer Report
    • Clicker Efficiency Report
    • Recording Events Report 
    • Voicemail Recording Report 
      
• Billing Reports
  • Estimated Billing Duration Report
  • SMS Billing Report
  • Email Billing Report
    

Release Details

For additional information, for standalone Outbound Engagement, see Reports. For the integrated Outbound Engagement product, see Integrated Reports. 

Segmentation

To help you manage large Segments that can contain millions of customers, you can now create a campaign for a specific Segment and then divide that Segment into smaller groups using Advanced Segmentation. This enables you to split the customers into smaller groups per campaign. It can also provide an additional layer of segmentation logic such as creating a Segment of customers who are eligible for a promotion and then further dividing that Segment into individual campaigns based on a preferred communication channel.

Release Details

For additional information, see Creating Campaigns Using Segmentation  (Standalone Guide) and Creating Campaigns Using Segmentation (Integrated Guide).