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

InContact is great for a call center

What do you like best? As soon as an Agent receives a call, Salesforce Case is created directly, it helps our Call Center to save time and be able to create Cases with less efforts. What do you dislike? We cannot monitor Agent status directly in Salesforce, this option is very helpful since we have a similar tool to monitor Agents receiving Live Chats. Recommendations to others considering the product: NICE inContact is great for call centers that works with Salesforce What ...

Smooth Sailing

What do you like best? Incontact has been efficient with helping through any technical issues that we've ever had. The system is quite easy to navigate and work with. The system has improved quite a bit since our organization had started with inContact, and it is a pleasure to use. What do you dislike? I haven't had issues with incontact in quite a while. What problems are you solving with the product? What benefits have you realized? No issues currently

Experience has been good thus far. Easy to use, very user friendly.

What do you like best? All the available reports that can be ran/pulled within minutes to get the data I need. What do you dislike? The lack of help from inContacts customer service. You call for help, and all they do is gather info and create a case. They don't assist you while on the phone, I've had a case (01379597) open since 3/2/2020 and haven't had a singe reply. Recommendations to others considering the product: Great tool and very user friendly. What problems are you ...

NICE is Nice!

What do you like best? The quickness we're able to gather and sift through large amounts of data. What do you dislike? some of the customization can be difficult What problems are you solving with the product? What benefits have you realized? How to improve our response time and what's causing our teams to transfer calls to other departments

Customer Service Manager

What do you like best? I love that I can easily monitor our reps What do you dislike? With our system not every call is recorded Recommendations to others considering the product: I would recommend you get a full list of what Nice offers, this will allow you to understand the true value of the company. As well ask if you can have a rep assigned to your account. We have a rep for our account and they are quick, trustworthy and extremely helpful. What problems are you solving ...

Love the service but reporting is not…

Love the service but reporting is not intuitive and difficult to manage. I have to get my IT department involved any time I need something new.

It has been a great pleasure working with inContact and my TAM

What do you like best? The quick response from my TAM and her knowledge and help What do you dislike? I have had only positive experiences so far What problems are you solving with the product? What benefits have you realized? Being able to work remote is a huge opportunity

Good product

What do you like best? Easy to set up and get started with. Great easy to use tech support What do you dislike? Somewhat confusing billing. We did not understand going into using IC everything that we would be billed for each month and how it would work, however, the team at inContact were very patient in working withus and helping us understand how we could control those costs Recommendations to others considering the product: Be sure to ask plenty of questions What problems ...

Wonderful Program with a few challenges but great support!

What do you like best? I like the ample options available for customization, as well as the ability to interact with teams! What do you dislike? The downsides of InContact are the few and far between errors that are still rapidly resolved! Glitches are expected with any technology and I am happy with InContact's support! Recommendations to others considering the product: More detailed options for those who want to complete a task quickly - such as being able to view a team and ...

Very helpful when it comes to our call center

What do you like best? The reports are helpful, and clear to see what is happening on the dashboard What do you dislike? Uploading calls for outbounds can be more clear What problems are you solving with the product? What benefits have you realized? We are able to track abandonment rate, keep better track of our daily stats. Assist with better reporting