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

inContact is a wonderful solution for…

inContact is a wonderful solution for my Service Desk. It allows me to very easily have full control of our telephony environment. Reporting at my finger tips and recording calls is most helpful.

InContact has allowed us to grow our business over the course of the past five years

What do you like best? I like how their dashboards work. They make it easy to create new skills and monitor those using real time dashboards. What do you dislike? They need to have the ability to create agent profiles. Our company has a lot of skills and every time we have a new agent start, you have to add all skills manually instead of just clicking a button to add a profile that already has those skills assigned What problems are you solving with the product? What benefits have ...

Contact Solutions at It's Best, Telecommunication Service You Should be Using!

What do you like best? One of the best features of inContact is the ability to route calls to any number you want. This works well in our office in case our VoIP service goes down, we can continue working by routing calls through whatever number we want. This happens....a lot more often that I would like but being able to link inContact to any number including personal phones makes the service A+ What do you dislike? I personally preferred the old lite client to the current MAX client ...

Great Communication and Service!

NICE InContact provides constant communication and updates to us on important issues and situations. Their Team Members in all departments are helpful and knowledgeable, always willing to help and listen to our concerns and provide solutions. Their range of services really allows us to provide our customers with the best Call Centre solutions.

Platfom Excellence

The Nice Incontact platform is excellent. They only thing I think would make it easier is an easier way to complete internal transfers within the Max agent. Right now you have to go through 3 steps to transfer an inbound call internally without placing the customer on another long hold.

NICE inContact has done wonders for our call center!

What do you like best? InView is one of the most handy products that directly effects everyone in the call center. Agents and supervisors love being able to see all of their metrics at a glance and it has saved my support team a ton of time when it comes to running reports and calculating agent metrics. What do you dislike? I wish that all of the products that we use from NICE inContact were more easily integrated or had a single point of entry. It is a bit cumbersome to have separate ...

inContact has made administering our contact center better

What do you like best? I have found that Nice inContact has a solution for everything you need in your contact center. From IVR, to SMS, to Quality Analytics to reporting to Surveys. What do you dislike? I wish Nice inContact had more options for indepth training on their Studio Application. What problems are you solving with the product? What benefits have you realized? Nice inContact has helped us to quickly create IVR's through a graphical interface. They have also helped us ...

Remote access from any where.

What do you like best? Able to do work anywhere, especially right now that our country in lockdown due to covid19. I was able to complete my projects for our new client and meet the scheduled implementation of their ACD/IVR for their EU contact centers. What do you dislike? no option to keep the support page open until I log out. I personally use my laptop and I always lock it when I need to leave for a moment. Recommendations to others considering the product: option to leave ...

One of the worst experiences of my life

What do you like best? Calls get routed when we send them to your SBC. What do you dislike? The setup process was grueling and took longer than any interop I've completed in my professional career. The agents I spoke with were not helpful and overall it seems like no one really knows how to support the product. Recommendations to others considering the product: Stay away. It was one of the most difficult implementations I've ever dealt with. What problems are you solving with ...

inContact Experience

What do you like best? Omni-channel routing and easy to understand application What do you dislike? its some times difficult to reach the inContact support tech engineer in case of emergency. Recommendations to others considering the product: Omnichannel routing features Easy to understand the application What problems are you solving with the product? What benefits have you realized? All inContact application related issues, connectivity and network issues