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

Using NICE inContact as a sys admin

What do you like best? The webUI is useful and well designed. Studio allows for creation of complex IVR scripts and routing. What do you dislike? Studio could use a refresh/update. Password expiration length could be extended. It seems everytime I login I'm prompted to change my password. What problems are you solving with the product? What benefits have you realized? NICE inContact allows us to have a complex IVR for different departments as well as a unified call manager for ...

Not flexible for our business unit

What do you like best? In Contact was easy to use and the IVR scripting is easy to learn. The reporting dashboard what good as well and we could easily build customizable reports. Our agents did not have any troubles with using the soft phones or the Max Agents. We also had easy access to call recordings and they were made available right after the call was over. I also thing it is nice on the micro level to be able to control the hold music per customer which is a nice little touch. ...

The experience has been great.

PROS & CONS What are the best aspects of this product? The best aspects of the product is the RoboDialier, as we can automatically update our customers regarding any issues with their packages. What aspects are problematic or could work better? The issue of removing an agent is very problematic, also supervisory controls definitely need improvement. What features/services would you like to see in future versions of this product? Adding more control over calls and agent statuses for ...

Solid!

PROS & CONS What are the best aspects of this product? No on premise installations except a browser plugin for Salesforce.com connectivity. Robust IVR capabilities. Rock solid performance (three years no outage) What aspects are problematic or could work better? Report writing is a bit funky would rather use Power BI or other tools. What features/services would you like to see in future versions of this product? Would like more advanced features like caller volume alerts, key phrase ...

Highly Customizable Solution

PROS & CONS What are the best aspects of this product? A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable up time. What aspects are problematic or could work better? Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration. What ...

Useful and very feature rich but could always be better

PROS & CONS What are the best aspects of this product? Easy to setup and install. Works well once it's on the PC What aspects are problematic or could work better? The licensing for the software could be easier to transfer between computers. What features/services would you like to see in future versions of this product? Easier to unlink a license from a PC What specific problems in your company were solved by this product? We use this for all our advocates calling customers Are ...

InContact more than useful

PROS & CONS What are the best aspects of this product? There are quite a few things that I like about this product, there is the ease at which it integrates with other products. The product support and it is very user friendly. What aspects are problematic or could work better? The agent data does not seem accurate or it is properly explained. Based upon real activities the data provided is not reflecting what happened. What features/services would you like to see in future versions of ...

Simply Amazing

What do you like best? It is a cloud contact centre software that makes it possible to improve one-on-one customer experience. It provides unified omnichannel routing. It makes it possible to carry out automatic contact distribution and omnichannel analytics. It is rich in features What do you dislike? In terms of product performance, InContact has been excellent so far. I have no challenges Recommendations to others considering the product: I recommend Nice inContact What ...

Disappointing overall; repeated failure to deliver a working product.

What do you like best? This is a great tool to manage outbound campaigns and data. We can adjust data and filters on the fly. Use API tools to import and export data. There is great functionality around managing lists and DNC management. We can set thresholds for dials and attempts. Simple and straightforward user experience for managers and agents. There is great audio quality and system up-time (we have only had 1 or 2 days of system downtime in 3 years), which was one of the reasons we ...

Remarkable Experience For Your Cstomers

What do you like best? What I like most it the ability to include reporting and tracking into your support desk activities. This way, we are able to keep our performance up always. I also like the level of flexibility it has for users to save cost on customer support. What do you dislike? As at the moment, InContact has been satisfactory as a tool. Recommendations to others considering the product: It would be a great implementation for your team. A lovely and impressive ...