NICE inContact CXone Reviews in May 2025: 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.

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.

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 ...

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 ...

An excellent ACD platform & reporting

An excellent ACD platform. The custom reporting options can be a bit too much and I have found that the custom reports will not always pull historical data, but I utilize the Data Downloads and pivot tables to produce my data and I am very happy with that setup. The information available in the data downloads is vast and has fulfilled all of my reporting needs (and gave me ideas for more that I didn't realize I needed or wanted). I am in charge of reporting for a Global operation, with ...

Start-Up Company Onmi Channel Success

As a start-up company we were looking for a simple solution, that would intergrate with Salesforce for an omnichannel communications. InContact filled that need, and helps us provide a great member experience with multiple communication channels. We use the services for inbound calls, inbound chats, outbound agent-driven campaigns, and agentless IVR campaigns. The implementation plan was thorough, and they kept to the original schedule so we launched our contact senter on time.

InContact is a very user friendly platform

What do you like best? InContact is a great platform! It is very user friendly and great for checking call volume, call history, listening in on live calls and more! You are able to grade and coach calls which is amazing! Glad we made the change! What do you dislike? Sometimes calls drop and sometimes calls are not recorded. What problems are you solving with the product? What benefits have you realized? We are able to manage service levels and quality score calls. We are also ...