24.4
Here is a comprehensive summary of the new features included in the NICE CXone 24.4 Release:
NICE CXone 24.4 New Feature Summary
The sources provide a detailed breakdown of new features across different products within the CXone suite. This summary will organise the information by product category, highlighting key features and functionalities:
Journey Orchestration:
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Advanced Routing (formerly Next Gen Routing): Focuses on improving the unification of digital interactions within CXone and expanding the availability of multiple attributes for routing decisions. This aims to enhance scalability, uptime, and flexibility in routing interactions to the right representatives.
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CXone Studio: Introduces several new functionalities:
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Snippet Debugger: Enables users to test and debug code snippets within Studio scripts.
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Prompt Manager: Allows for the uploading and management of audio prompts.
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Script Search Enhancements: Provides filters for script type, status, and script contents.
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Script Workspace: Offers improved elbowed connector functionality for enhanced visual clarity.
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Indicate Action Support: Enhances script readability by indicating which actions are supported within a script.
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Integration Hub: Becomes generally available in this release, enabling organisations to automate processes by building and managing integrations with third-party systems. A new feature allows users to copy existing connectors for faster and easier setup.
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Platform Administration:
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Improvements to SCIM: Enhances the CXone SCIM Client for User Provisioning, supporting functionalities like create, update, and delete users.
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Gen AI Prompt Editor (New Application): Allows administrators to customise GenAI use cases and prompts for specific business needs.
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GDPR Improvements: Implements functionalities to anonymise user PII data, aligning with GDPR's "right to be forgotten".
Empowered Agents:
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CXone Agent Applications:
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Continues to add features for parity with MAX, particularly in digital channels.
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Includes quoting specific messages, handling inline audio messages, deleting message content, and improved Jabra headset support.
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Interaction elevations allow agents to switch between channels within the same interaction.
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Enhancements to CRM integrations, including support for Salesforce Flows and bi-directional context switching, are also included.
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CXone Agent for Salesforce: Increases feature parity with the legacy system, aiming to encourage customer migration. Enhancements include:
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Search with Pop to URL/VisualForce Page: Allows screen pop to a VisualForce page based on search results.
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Screen Pop to Flow: Enables configuration of pop to Flow when an interaction is delivered.
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Bi-Directional Context Switching: Allows switching back and forth between Salesforce and CXone Agent.
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Add Name and Relates To dropdowns to Customer Card: Improves data memorialization by adding these fields to the customer card.
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CXone Agent for Azure Communication Services (ACS): Enters Controlled Release, enabling integration with Microsoft Teams for voice communication. Key features include:
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Administrator features for product selection and enabling ACS.
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Agent login via ACS, with call control features for ACS calls.
Smart Self-Service:
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CXone Bot Builder: Receives pricing and regulatory updates, expanding its availability and addressing compliance requirements. It also introduces Flow Designer in Controlled Release, offering a drag-and-drop interface for building conversational experiences. Other notable features include scripting enhancements, inactive bot deactivation/reactivation, and minimal customer impacts.
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Enlighten Autopilot: Integrates with Enlighten AI Knowledge, allowing for LLM-generated knowledge responses within virtual agent interactions. The new version also introduces Voice Biometrics support within Autopilot for faster authentication.
Complete Performance:
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CXone Dashboards:
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Undergoes a significant update, with plans to migrate to a new data lake-based architecture in version 25.2.
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This will bring improved data consistency and omnichannel reporting capabilities.
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New features in this release include:
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Support for South Korea region.
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New Gamification widgets, a Disposition widget, KPI trend enhancements, and QM widget improvements.
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Dashboard projection automation for easier sharing of dashboards.
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Enhanced UI/UX with features like dynamic text size and viewer control over display settings.
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CXone Interaction Analytics: Adds several new features:
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Intent Comparison: Enables the analysis of intent trends and changes over time.
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Anomaly Detection: Helps identify unexpected shifts in intent patterns.
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Intents, Actions, and Outcomes in Transcript Viewer: Provides visualisation and search for these elements within transcripts.
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Ontology Studio: Allows viewing of vertical models and their associated intents, actions, and snippets.
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Improved Dutch language accuracy.
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Transcript storage for multiple languages.
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CXone Interactions Hub: Includes new functionalities for data protection and compliance:
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Data Erasure: Enables deletion of media files and PII data associated with customer contact information.
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Risk Detection: Leverages IA-based categories and policies to identify interactions with potential compliance risks.
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CXone Quality Management: Introduces several enhancements:
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Section-based Auto-Fail: Allows evaluators to fail specific sections of a quality form rather than the entire form.
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IA Category Support: Integrates IA categories into QMA/QMP for more sophisticated evaluation sampling.
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Rename "Performance Monitoring" to "Quality Management": Updates terminology for clarity.
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CXone Recording: Focuses on enhancing ScreenAgent capabilities and improving the Interactions Search experience. Updates include:
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New IA category filter and hierarchy view in Interactions Search.
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New navigation to Interactions Search, placing it under the Interactions Hub menu.
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CXone Reporting: Improves agent and contact center performance reporting through Data Download Report enhancements. Expanded reports include:
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Skill Summary Expanded: Adds columns for Agent Skill Group Name, Media Type Name, and Skill Group ID.
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Agent by Day Expanded: Adds columns for Agent Skill Group Name and Media Type Name.
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Agent Refusal Expanded: Adds columns for Skill Name, Team Name, Media Type Name, ANI/From, and ContactEndReason.
Digital Entry Points:
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CXone Email:
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Introduces email threading to connect inbound emails together for improved conversation continuity.
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CXone Expert: Includes several new features aimed at improving content management and Generative AI capabilities. These include:
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Generative AI Documentation: Provides educational resources for AI/LLM technology and how Expert's Generative AI tools work.
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Expert Kernels Report: Offers insights into usage, queries, and content adequacy for identifying content gaps and assessing AI/LLM readiness.
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JWT Token Provisioning: Enables cross-platform authorisation for easier authentication, especially for Copilot integration.
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Instant Translation Report: Tracks translated pages for better management of localisation and translation efforts.
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Import/Export Tool Enhancements: Streamlines branding and localisation efforts between Expert sites, with options to select specific templates and media collections for export, and a toggle for ignoring individual files during import.
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Advanced Access Restriction to Expert Knowledge: Provides granular control over knowledge access based on username, page privacy, path, and tags.
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CXone Guide: Continues to focus on integration within the CXone suite and introduces a Controlled Release for a new chat design with enhanced UI/UX.
Other Notable Updates:
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Messaging Channels:
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Several enhancements for WhatsApp integration are included:
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Templates with Multimedia: Allows the use of multimedia in the header of individual messages.
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Reply on Specific Message: Enables end-users and agents to reply to specific messages within a conversation.
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Delivery/Seen Status on Message: Provides agents with information on the delivery and read status of their messages.
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CXone Mobile SDK:
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Receives pricing adjustments and introduces new DEVone SKUs.
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Technical improvements, bug fixes, and small features are also included but are not detailed in the source.
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CXone Multi-ACD (Open):
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Introduces new integrations with Cisco systems for SMBs.
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Enhances performance to support large-scale tenants.
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Adds support for on-demand recording of voice and screen.
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CXone Performance Management Act (Native):
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Focuses on establishing and improving performance management culture, with updates to:
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Gamification: Introduces new widgets and functionalities in the Dashboard app, including Games Widget, Challenges Widget, and Give award menu item.
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Coaching: Adds a Coaching Status Widget, the ability to launch coaching from a widget, and metric selection within a coaching session.
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Metrics: Provides options for duplicating and recalculating metrics, creating and editing metrics based on the PM license, and validating calculated metric expressions.
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Objectives: Implements system notifications.
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Enlighten Actions: Adds several enhancements for proactive issue management, knowledge generation, and reporting:
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Conversational Prompts: Expands to include additional datasets like QM, Desktop Discovery, Contact grain, and Sales Effectiveness of Agents.
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Anomaly Detection: Provides access to historical anomalies for trend analysis.
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Knowledge Generation Enhancements: Improves setup success with Expert, leveraging existing knowledge assets and AI-generated content for richer articles.
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Language Support: Adds support for Brazilian Portuguese.
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Benchmarking: Allows comparison of metrics with industry standards.
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Observability Dashboard: Provides insights into the Expert Knowledgebase and agent queries for identifying knowledge gaps.
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Enlighten AutoSummary: Expands language support and enhances summarization accuracy:
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Support for Brazilian Portuguese.
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AutoSummary on DX email.
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Improved accuracy using new vertical models, LLM embedding technology, and a 16K context Azure GPT engine.
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New configuration options for language selection, summary length, and anonymization.
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Enlighten Copilot for Agents: Focuses on expanding Copilot capabilities across different channels and improving agent assistance:
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Copilot for Email (Phase 2) - Controlled Release: Continues the rollout of Copilot for email responses with enhanced features.
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Guidance Feedback from Agents (Phase 1): Allows agents to provide feedback on the guidance provided by Copilot.
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Expert Dynamic Tag Selection (Phase 2): Enables admins to define Expert tags for Copilot searches, providing agents with more relevant knowledge results.
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Enlighten Copilot for Supervisors (ECS): Introduces an AI-powered assistant to support supervisors in:
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Monitoring frequencies and intervention impacts through new supervisor-centric metrics.
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Provides insights in graphical and tabular formats for easy understanding.
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Textel by Capacity: Expands its functionalities to provide support across more channels and introduce new features:
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Payments: Enables secure payment collection via SMS.
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SMS Line Intelligence: Prevents sending messages to invalid numbers.
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Virtual Agent - Digital: Offers a digital option for automated customer support across channels.
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Helpdesk: Provides an AI-powered helpdesk to assist agents with ticket management.
This comprehensive summary highlights the wide range of new features and enhancements introduced in the NICE CXone 24.4 Release, demonstrating a focus on improving agent experiences, enhancing self-service capabilities, bolstering performance management tools, and expanding integration and automation possibilities within the CXone platform.