Outbound Engagement (SmartReach)

NiCE CXone Outbound Engagement (SmartReach) is a proactive engagement solution. It offers omnichannel The ability to work on interactions from different channels at the same time. campaign automation, allowing you to seamlessly manage outbound voice communication. You can use Outbound Engagement (SmartReach) for automated dialer calls and manual outbound 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..

NiCE CXone Outbound Engagement (SmartReach) is a proactive engagement solution. It offers omnichannel campaign A grouping of skills used to run reports. automation, allowing you to seamlessly manage outbound voice communication across multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., including:

• Voice
• SMS Short Message Service; also known as text messaging.
• Email
• WhatsApp

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.

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

What's Different About Outbound Engagement (SmartReach)

Outbound Engagement (SmartReach) introduces advanced capabilities that provide greater flexibility, deeper compliance, and more efficient agent management for high-volume environments.

During its public preview, Outbound Engagement (SmartReach) functions as an integration with NiCE CXone. This means that when it's enabled in your system, you can use it with NiCE CXone, but the setup, configuration, and management is split across two portals. Some setup is done in NiCE CXone, but the rest is handled in the Outbound Engagement (SmartReach) portal.

The following table describes the differences between Personal Connection and Outbound Engagement (SmartReach).

Feature	Personal Connection	Outbound Engagement (SmartReach)
Compliance	Often requires external services/scripting.	Built-in, comprehensive compliance engine.
Channels	Primarily voice-focused.	Native omnichannel (Voice, email, SMS, WhatsApp).
Routing	Standard predictive/preview dialing.	Optimized via Outbound Agent Queue Service; supports Attended/Unattended modes.
ACD Alignment	Separate campaign management.	Aligned with NiCE CXone ACD skill prioritization
Management	Manual disposition/skill syncing.	Automatic bi-directional synchronization of skills and dispositions. During its public preview, Outbound Engagement (SmartReach) is managed in a separate portal, accessible via NiCE CXone.
AI-Powered Features	No direct AI-powered features.	Integrates with Cognigy AI to provide a voice-based virtual agent to handle outbound interactions and perform intelligent answering machine detection.

Supported Features in Integrations with NiCE CXone

The following features and configurations are supported when integrated with NiCE CXone:

• Disposition: 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 NiCE CXone Agent Workspace (Agent), agents expand a category, then select a disposition to assign.
• Priority: You can configure priority Skill-based designation of the importance of contacts that determines delivery order. on Outbound Engagement (SmartReach) skills in NiCE CXone ACD. Outbound Engagement (SmartReach) applies the priority for manual outbound and predictive outbound voice interactions.
• Call and Screen recording: You can use NiCE CXone call and screen recording features on Outbound Engagement (SmartReach) interactions.

Set Up Outbound Engagement (SmartReach)

Before you can use Outbound Engagement (SmartReach):

• Outbound Engagement (SmartReach) must be enabled for your system. Your account representative can help with this.
• Add the Outbound Engagement (SmartReach) attribute to your agents' NiCE CXone employee profiles.

For Outbound Engagement (SmartReach) voice channels, you can set up agentless voice and manual outbound voice channels in NiCE CXone.

During its public preview, the remainder of Outbound Engagement (SmartReach) configuration is done in a separate portal, which you can access from NiCE CXone by going to Customer Engagement > Outbound Engagement from the app selector menu . You can find more information at these links:

• Product documentation
• Knowledge Base articles
• Training