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April Updates from NiCE Outbound Engagement (SmartReach/LiveVox) for the Fall 24 Release!

Discover the latest enhancements in NiCE Outbound Engagement for SmartReach and LiveVox to optimize your outreach strategies.

Written by Pat Parkhill

Last published at: April 21st, 2026

Table of Contents

Contacts Enhanced Segmentation for Customer Journey Tracking Reports Editor Experience Enhancements Enhanced Answering Machine Detection (AMD)

CXone SmartReach is pleased to announce the following features and enhancements for Outbound Engagement (SmartReach/LiveVox), focused on improving usability, consistency, and call-handling intelligence.

Contacts

  • Enhanced Contact Editor UI
    The Contact Editor has been updated with the new SmartReach look and feel, delivering a more modern and consistent user experience.
  • Advanced Search → Segment Creation
    Advanced Search now enables you to create and save search criteria as reusable Segments directly within Contact Manager, streamlining audience targeting and campaign setup.

Learn more:
https://docs.livevox.com/productdocumentation/ag24/fall24/contact-manager-162466123.html

Enhanced Segmentation for Customer Journey Tracking

We’ve enhanced the Advanced Search functionality in Contact Manager to improve how you track and manage customer journeys through segmentation.

You can now use the new Select Segment/Filter option directly within the Advanced Search. Segments are stored within the database, making them easily accessible to multiple SmartReach users, who can assign them to a customer’s journey as needed.

Additionally, segmentation capabilities have been expanded:

  • Add individual segments to refine targeting.
  • Create advanced segmentations by combining multiple segments using the Segmentation Editor.

These improvements provide greater flexibility and collaboration, enabling more precise and dynamic customer journey tracking.

Learn more: https://docs.livevox.com/productdocumentation/ag24/fall24/creating-campaigns-using-segmentation-162464527.html

Reports

  • Updated Visual Design in Review Tab
    Reports now align with the CXone design:
    • Updated primary and accent colors
    • Improved text readability
    • Modernized icons and buttons

These updates create a more cohesive and streamlined reporting experience.

Learn more:
https://docs.livevox.com/productdocumentation/ag24/fall24/reports-162465243.html

Editor Experience Enhancements

The following SmartReach editors have been refreshed with a more user-friendly, consistent interface:

Enhanced Answering Machine Detection (AMD)

  • Improved Call Screening Accuracy
    With the rise of AI-based call screening (e.g., Apple iOS and Google Pixel assistants), SmartReach has enhanced its Answering Machine Detection capabilities.
  • AI Attendant Detection
    SmartReach can now identify AI call screeners and apply the appropriate strategy:
    • Hang Up
    • Leave Message
    • Transfer
  • New Screener Detection Module
    The Call Flow Editor now includes a dedicated module to:
    • Improve call-handling logic.
    • Better distinguish between live answers and automated responses.

Learn more:
https://docs.livevox.com/productdocumentation/ag24/fall24/understanding-modules-176423302.html




 

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