NICE inContact CXone Reviews in June 2026: User Ratings, Pros & Cons

Stable Solution for high volume support center

What do you like best? The ease of use, and training . The tool has allowed us to be a fully work from home solution during the pandemic. The environment is pretty stable and is a great tool for those support desks that are simple contact / resolution desk, What do you dislike? Prior to some updates, the system was very unstable. At times, the soft phone solution is a little bit clunky. Standard reporting is just that, standard, Would be nice to have better visuals that make sense and ...

Great product...intuitive!

What do you like best? Ease of use is HUGE. I walked into this call center 18 months ago having never seen InContact and am now the SITE SME in InContact. I attribute this to its ease of use and intuitive setup! What do you dislike? Some things have strange inter-dependencies. This is a small complaint, but for example, not ready codes i think should go by skill, but they are set up by team. I guess this can avoid conflicts in multi skilled agents...but it has become an issue at ...

A company you can count on

What do you like best? I have been a NICE inContact user for almost 2 years now. Business can be overwhelming at times, but their support team is always available to help. What do you dislike? At times it can be hard to accomplish custom things that aren't readily available with the NICE inContact system. It can take some extra time if customization is needed Recommendations to others considering the product: Take your time on the implementation phase to get setup correctly. It ...

Appreciate support during Covid-18 BCP…

Appreciate support during Covid-18 BCP with mandatory work from home.

Good Platform, Performing well under Cova19 Climate

The platform appears to be good and your support is quick to address issues that arise. We have seen intermittent issues with MAX and using the softphone feature, but in today's COVA19 climate, it's working pretty well. All infrastructure and systems are taxed with connections in different ways for people working remotely.

The InContact system is a great…

The InContact system is a great software that allows user to dial through computer and the ability to record all call for quality purpose. The conference function allow it to have 3 way calls. It would be nicer if the system allows to conference above 3 parties. I'm overall satisfy with the InContact software.

No apps are infallible

No apps are infallible, which is why I can't give 5 stars. inContact has made great strides in improving their platform as well as customer relations. Outages are communicated whether they're business impacting, or not, and any escalations receive proper attention.

They were not flexible with our…

They were not flexible with our platform and we ended up having to go to another provider. They strung us along for several years stating they would have the technology to allow us to build out our own interface and have the ability to run free of Salesforce but it never happened.

Pretty Straightforward and simple to use

What do you like best? inContacts communication. Too often companies try to hide when they have issues. inContact responds very quickly and incidents don't last long at all. What do you dislike? Two things: One thing I don't think is intuitive is the menu to switch between admin/acd/reporting/wfi screens. It looks like you're in the one menu, but there's no indication that clicking on the category will change it. Instead it looks like it's the categories sub-menu even though the ...

NICE UNDER THE KNIFE

What do you like best? The continuous support and updates. The efficiency in responding to all queries. What do you dislike? Some missing features that would assist in making things a little easier. Eg, not being able to change the status of my agents as a supervisor. Recommendations to others considering the product: The platform is easy to integrate with other software, the support is fantastic. They are constantly seeking feedback for improvement. A wiliness to adapt and ...