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

Incontact Experience

What do you like best? We have increased agent efficiency by using inContact to deliver all of the work items which were pending from long back . Incontact is user friendly technology. What do you dislike? No i don't have any dislike items in Incontact. Recommendations to others considering the product: expecting more in user friendly. What problems are you solving with the product? What benefits have you realized? We have solved most of the problems which was pending from ...

Virtual Call Center Software

What do you like best? Dialer functions and skills. Dashboards are simple setup. Call recording software is easy to use What do you dislike? Reporting is clunky and not user friendly. Call recordings are not easy to tag for specific uses What problems are you solving with the product? What benefits have you realized? We utilize Nice InContact for full service call center functionality

Lots of Sizzle - not so much steak

What do you like best? Basic configuration easy. Quick to start What do you dislike? Customization and integration were a struggle. Recommendations to others considering the product: If you want the basics it is a good fit. If you want flexible options at a reasonable cost it might not be the best fit. What problems are you solving with the product? What benefits have you realized? Cloud based call centre solution. Benefits not realized.

Solid Performance

What do you like best? The system is easy to configure and behaves as configured. Featureset is modern and constantly evolving. Support is stellar. What do you dislike? Nothing to report so far, pleased with features, functionality, development life-cycle, and amazing support team. Recommendations to others considering the product: Stack them against the competition, kick the tires and you should see that it has all of the necessary core functionality along with many / most of ...

Mostly positive experiences

What do you like best? Dashboards and reportng- LOTS of uaseful data, modularity. What do you dislike? For an organization of our size, can be hard to keep up with troubleshooting/diagnosing problems with the IC team. What problems are you solving with the product? What benefits have you realized? Helps with analytics.

What a great experience we have had…

What a great experience we have had since go live - great products, great people!

Great Phone Management System

What do you like best? Powerful report creation, allows you to track many KPIs and give you a real time overall of your team performance, you can break it down by agent, skill or campaign. Intuitive and well documented. What do you dislike? Some times the application crashed and required to clean the cache and cookies in order to make it work. Recommendations to others considering the product: great phone system, make your team management easier and flexible What problems are ...

A lot left to be desired.

While the product was dependable, the service was absent. When we had issues it took constant contact to get it resolved. Several issues and requests took months to get resolved. Ultimately, we resorted to cancelling service and moving to another provider. This hasn't worked out well either. They never entered our cancellation and are still billing us. Now we're in a fight to get them to cancel the service and stop billing us.

Customer Support is sub-par

What do you like best? Initial sales and implementation. Sales was very accommodating. What do you dislike? Customer support inaccessibility. Our technical account manager doesn't provide a direct line to call. Recommendations to others considering the product: Define your requirements thoroughly especially with your users What problems are you solving with the product? What benefits have you realized? Tracking calls, soft phone features, recording capabilities

Antiquated and unstable

Antiquated and unstable. Daily outages, during business hours.