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

Solid and easy to use

Solid and easy to use. We have this integrated with Salesforce and the pop up is great

inContact Review

What do you like best? Program is easy to implement, use and they have great support. What do you dislike? The only annoying thing is the inability resize MAX What problems are you solving with the product? What benefits have you realized? Typically issues are resolved very quickly so work hasn't been impacted. The program is very stable so we've experience few issues. However, when an issue does arise, support is very quick at resolving.

powerful servvices

What do you like best? futures/capability of the script setup/studio What do you dislike? there is a bit of a learning curve to understand/develop/configure What problems are you solving with the product? What benefits have you realized? IVR routing / workflows / team resource management

Great Contact Center platform

What do you like best? InContact is a great solution for call centers. The product was integrated quickly and is very user friendly. Support is quick to offer solutions when there are issues. What do you dislike? TAMs changing frequently, and they are a hit or miss. What problems are you solving with the product? What benefits have you realized? Routing calls to 3 offices in 3 different timezones, ability to provide 24x5 phone support.

Stable multi channel platform

What do you like best? Multiple channels provide an integrated approach for agents and supervisors What do you dislike? SMS Channel communications are not as integrated as the other channels. Certain services require tangible upfront costs. Contact with Sales team is not always efficient. Recommendations to others considering the product: This is a solid product, reliable, but implementation can be costly. What problems are you solving with the product? What benefits have you ...

Implementing CXOne

What do you like best? Implementing CXOne was a large task, but the implementation team was good at walking us thru every step from requirements to go live. What do you dislike? With the multiple types of products, it can be difficult navigating to multiple programs, sites, logins, etc. Not capturing every scenario while gathering requirements could become an issue down the line. Implementation Management is quite stringent on the signed document and if something comes up during ...

Our small contact center loves…

Our small contact center loves InContact. It works easily for what we need it for and there is rarely downtime. Updates to the system are done outside of our business hours, so we never have trouble with those either. One downside is that if you're looking to request a feature, but not many other customers are, you likely won't see a resolution.

Light Commercial Order Management Project Manager

What do you like best? Easy to pull reports and get feedback on data for reps. What do you dislike? Not easy to modify reports with data coming back for ease of reporting. What problems are you solving with the product? What benefits have you realized? Inbound call service level, Abandon Rate, Dispositions for call types.

Efficient Interface provides tremendous support for Call center

What do you like best? The interface is user friendly and is easy to understand. There is a lot of tasks and options that give flexibility of how we can coordinate with colleagues and clients on the line. Sometimes we have issues where our network fluctuates between online and offline, and as an alternative, we use our cellphones as an alternative way to redirect calls from our work phones to our personal cellphones. When we do have issues like this, we also do call the InContact help ...

This is and has been the best system we have used for outbound calling.

What do you like best? easy to log on and use the system, fast . we make outgoing calls much faster, easy for callers of all skill levels to use the system . notices of upgrades are given in advance. the way we can link into our in house customer data base and have that information available on all calls placed in the system. we are able to have as many callers as needed at a given time or day and the system still works well with no glitches. screen pops are great help when talking to ...