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

Mixed Feelings but Great System

What do you like best? The things that I like best about Nice inContact's systems are: 1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to. 2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is ...

New customer - tool not living up to expectations

What do you like best? I like the amount of reporting options available in the Nice Incontact world. Between their own dashboards as well as Inview. What do you dislike? Right now, this is a very long list. Lots of product bugs/flaws, poor design on certain items, constant troubleshooting, difficult to customize, WFM is very laggy and slow. It is not easy to templatize and we have doubts about the forecast tool and feel like it is severely flawed. Nice InContact support at times is ...

InContact Review

What do you like best? It is very easy to create custom reports and very user friendly. What do you dislike? Sometimes the pages take too long to refresh or load when skilling and deskilling agents Recommendations to others considering the product: Learn how to use and create custom reports - this is very beneficial in the long run What problems are you solving with the product? What benefits have you realized? We are able to see what the agents are doing in real time. ...

NICE REVIEW

What do you like best? It is very user friendly and great for our business. It makes scheduling easy and the customer reports are awesome. What do you dislike? It can lag at times which does not allow me to work as quickly as I would like. Recommendations to others considering the product: It has been such a great tool within the call center environment. It makes managing our agents so easy and being able to see what they are working on. The scheduling system overall is user ...

NICE Product

What do you like best? I love how NICE is able to predict our call volume as the day goes on and shows us if we're going to be over or under staffed based upon how the day is going. What do you dislike? I do not like how with it being cloud based, you have to rely on their IT to fix all issues. Sometimes it's hard to get the technician to understand what the problem actually is and how it is impacting your business. Recommendations to others considering the product: Use their ...

Great seamless experience!

PROS & CONS What are the best aspects of this product? Seamless experience and user friendly interface helps work easily. Loved the inTouch product which is no longer in use. What aspects are problematic or could work better? When using the Central page to make changes for agents/skill proficiency we are able to view only 10 agent names at a time. This should be increased. The dashboard used to view calls, agent names etc can be redesigned to change module size and font size - currently ...

An industry leading solid ACD/IVR solution

What do you like best? NICE inContact's ACD/IVR solution is a solid industry leading solution that is flexible, scalable and allows for real time solutions to real time problems. What do you dislike? The growth and stability in the area of the ACD/IVR solution offers very little to dislike. Recommendations to others considering the product: Be as clear and transparent as possible when discussing your initial needs to ensure that there are no gaps during implementation. What ...

NICE inContact

PROS & CONS What are the best aspects of this product? This product overall is very easy to use and is user friendly. What aspects are problematic or could work better? It can be very slow and have a delayed reaction. I feel I work faster than the system and it cannot keep up. What features/services would you like to see in future versions of this product? Not have a delay and work as quickly as I do. What specific problems in your company were solved by this product? Able to ...

Challenging to work with.

PROS & CONS What are the best aspects of this product? There are a lot of features that are offered to us on a client level. What aspects are problematic or could work better? The product works fine, it is the service and communication level between the client and the company that needs improvement. What features/services would you like to see in future versions of this product? Automation on several features. We were billed on several occasions for features that should be basically ...

Pretty poor system with endless limitations

PROS & CONS What are the best aspects of this product? Visibility to agents working and IVR functionality is about the only consistent modules that have worked. What aspects are problematic or could work better? Calls being recorded consistently, less outages or compensation for the numerous outages that there are, timely responses from inContact team when there are urgent escalations, resolutions, etc. What features/services would you like to see in future versions of this product? ...