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

CXone - A Game Changer

What do you like best? Customized reporting and ease of use for all levels What do you dislike? It can be a little difficult to connect with older apps Recommendations to others considering the product: We implement this software to call center companies. It is a very easy to use platform and we are able to customize it for small starter companies to large already established companies. The platform is efficient and thorough. Teaching people this platform is incredibly easy to ...

It serves our needs but could do more

What do you like best? The roles are very customizeable and it provides a good routing system and management interface. What do you dislike? The API is lacking and you can not extract all the data out via the API that are sometimes available in other places. Recommendations to others considering the product: If you need to use the API - research your use cases thoroughly. What problems are you solving with the product? What benefits have you realized? We are managing a ...

The best and streamlined software to use.

What do you like best? I like the simplicity and streamlined navigation of NICE inContact. The reporting and tracking features is helpful to check for weekly and monthly comparisons. The graphical display assist me in making decisions when it comes to performance and how to improve that performance. What do you dislike? I wish there was a way to compare different teams together and check for pain points that may arise during business hours. But overall, platform contributes to daily ...

Great Product, Easy to use.

PROS & CONS What are the best aspects of this product? The ease of use is the best part of the product. It is very simple to use, especially from an agent perspective, which allows training of the platform to be pretty quick. What aspects are problematic or could work better? There are times where the system has maintenance which disrupts the platform. There are also times (rarely) where the platform goes down. What features/services would you like to see in future versions of this ...

A game changer!

What do you like best? * This platform is constantly improving * When implemented in late 2017 it resulted, and continues to be, instrumental in our Organization to boost a data-driven accountability culture * It helps with CX (via Employee Engagement) as it offer a great agent experience "Tool is easy to train, and easy to administer for new users. * After care plans (post implementation) are available via AnswerX (their partner. The service provided by the Manager of ...

Workforce Management is a wonderful tool!

What do you like best? The ability to forecast headcount for client service representatives for various time intervals throughout the day to ensure we have proper coverage to meet SLA's. Also, very helpful in forecasting headcount based on additional volumes expected. What do you dislike? Could be a bit more user friendly. A good example would be if you decide to add a new skill in inContact, we have to do a ton of work in WFM, this should be automated. What problems are you ...

The best SaaS contact center solution i've used yet.

What do you like best? Easy to navigate and find parameters through Central and Studio What do you dislike? Some functions do not work as expected. When you create a new disposition, you can't assign to multiple Skills. It can only be done one at a time which is sometimes cumbersome depending on how many skills. Hope so an option to that allow you to assign an disposition to multiple skills at once. What problems are you solving with the product? What benefits have you realized? ...

Excellent Cloud IVR/ACD product and much more

What do you like best? Ease of development for call flow and IVR products including making API calls. Most actions involving development can be dragged and dropped into the development environment code is easy to follow. The documentation is excellent. I have been in call centers for 20 years and inContact is the best call center tool I have used. Administration of agents is easy - including adding removing and changing skills. The staff at inContact are really bright people - from ...

Easy to use!

What do you like best? What I really like about NICE inContact is that it is very straight forward tool/platform. We actually use What do you dislike? Theres always a long queue when trying to reach Professional services. Recommendations to others considering the product: NA What problems are you solving with the product? What benefits have you realized? Geberating reports.

Nice InContact is Easy to use

What do you like best? Ease of use, no extra's to install, works thru browser What do you dislike? Occasional down time, but it's not often What problems are you solving with the product? What benefits have you realized? Ability to work on any PC