NiCE CXone is pleased to announce the following features and enhancements for Outbound Engagement (SmartReach/LiveVox).
Compose SMS Messages of up to 1000 Characters
To empower agents to provide detailed information in a single text, we increased the SMS character limit from 160 to 1,000 characters and added a helpful character counter. This enhancement will help agents to have more natural and complete conversations without the frustration of tight character limits.
Release Details
| Product | Outbound Engagement Standalone |
| Release Status | In deployment. |
| Availability | Automatic update within the next 30 days. |
| Audience | Standalone Outbound Engagement |
| Enablement | Once deployed, applies to all. |
For additional information, see: SMS.
Messagebook Enhancement
The MessageBook feature has been enhanced so that the agent can now hear the messagebook audio as its being played to the customer.
Release Details
| Product | Outbound Engagement Standalone |
| Release Status | In deployment. |
| Availability | Automatic update within the next 30 days. |
| Audience | Standalone Outbound Engagement |
| Enablement | Once deployed, applies to all. |
For additional information, see Agent Messagebook.