NICE inContact CXone Reviews in May 2025: User Ratings, Pros & Cons

InContact is a great company with great…

InContact is a great company with great people

Have used InContact for the Past 4 years. Mixed feelings.

What do you like best? The interface is simple and intuitive. The software is easy to learn and the ability to look at the performance of call center reps in a team side-by-side is helpful. InContact has also improved the speed at which it loads calls that have been stored in the database, and recent changes have reduced the amount of software crashes and bugs. What do you dislike? UI is clunky and requires a lot of scrolling in order to get the information needed from reports. Recent ...

InContact Review

What do you like best? Incontact offer a lot in the way of IVR customization and error analysis, this has proven useful when customizing IVR's for clients. What do you dislike? Customer Support can be tricky sometimes in getting half answers to questions. What problems are you solving with the product? What benefits have you realized? N/A

Good platform for a centralized call center

What do you like best? The QMA product & Contact History Report. Both of these items have a huge impact in pinpointing issues and helping agents improve. What do you dislike? Basic call counters are not available in any basic reporting. This has been an issue with multiple customers. While it's great that you can customize so much, there is some basic functionality lost. What problems are you solving with the product? What benefits have you realized? In my previous company, ...

ACD Bliss

What do you like best? I like the call back feature. The customers are very impressed with the quick call back. What do you dislike? Once in a while my agent doesn't log out. What problems are you solving with the product? What benefits have you realized? Even distribution of calls is our biggest solution.

Overall positive experience

What do you like best? I've been using InContact for several years now and enjoy the product. Reliable system that provides all the data needed. Easy to interact with across different skill levels, for both inbound and outbound dialing. Very easy to access calls and navigate through reports. What do you dislike? Apart from having to force out reps from time to time, it can be difficult to log calls to the proper accounts. What problems are you solving with the product? What ...

Positive experience with Nice inContact

What do you like best? Prompt responses from Technical and Customer Support. What do you dislike? Most reporting capabilities are user-friendly, but some are not. What problems are you solving with the product? What benefits have you realized? We have great visibility to our call center and can drill down into metrics that help us be better prepared for each day.

Incontact continues to a global leader on contact centers.

What do you like best? Studio and flexibility to customize backend. What do you dislike? Some products are outdated, at least for customers not in CXone Recommendations to others considering the product: Do your research. What problems are you solving with the product? What benefits have you realized? Using an IVR our containment rate is healthy and allow us to continue manage ops cost.

Inconsistent call quality and poor technical support

What do you like best? Studio works very well and is quite user-friendly What do you dislike? Tech Support fails to research cases adequately and consistently seeks to blame the customer's configuration. ClearView support is atrocious. Engage is an antiquated application that was not really designed for cloud infrastructure. What problems are you solving with the product? What benefits have you realized? ACD routing, reporting and screen capture.

Overall good platform.

What do you like best? Reporting and CXone are very user friendly What do you dislike? Professional services and Studio. Not clear understanding and any changes become very difficult Recommendations to others considering the product: Make sure you get implementation right. Any enhancements and modifications after are a headache What problems are you solving with the product? What benefits have you realized? contact center platform simplicity