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

Very basic product

What do you like best? Being able to make customized dashboards. What do you dislike? Pre-built categories and dashboard widgets don't make are sense. Would like to able to customize more. Recommendations to others considering the product: It's really just a basic product What problems are you solving with the product? What benefits have you realized? Honestly nothing. To me, it's a very basic product.

A Useful Tool

What do you like best? This tool is useful for managing large call volume as well as integrating with other analytical tools. What do you dislike? I don't have any complaints about inContact. What problems are you solving with the product? What benefits have you realized? Makes it easy to spot areas for improvement.

Great service

Great service, great ongoing contact for critical communications, streamlined service!

Solid Product

What do you like best? The reporting is good, the ease of use is great.Very little downtime. Agent interface is intuitive and easy to use. This software has greatly improved our productivity and workflow. What do you dislike? The customer service usually is not good. More complex issues incur additional charges to resolve. We do not have a dedicated account representative. Recommendations to others considering the product: At first we were hesitant to launch a full call center. ...

Overall a great product

Overall a great product. While I have had some complaints regarding the Documentation and explanations with reporting, they're always working to fix, update, correct and expand. Pleasure to work with.

Antiquated and unstable

Antiquated and unstable. Daily outages, during business hours.

Great Experience

What do you like best? We always receive quick and exceptional support from our TAM. What do you dislike? NICE IEX has a lot of steps that I feel could be condensed or made simpler. Recommendations to others considering the product: n/a What problems are you solving with the product? What benefits have you realized? Calls route through properly, scheduling is much easier, forecasting is more accurate, Engage screen recording option has been very beneficial in helping us ...

It's alright. Some products are a bit robust and could use improvement

What do you like best? UI of Central and MAX agent are a definite plus. It is rather reliable as well. What do you dislike? Engage UI. Not as sleek and user friendly as the rest of the program. Recommendations to others considering the product: None What problems are you solving with the product? What benefits have you realized? Our main software for calling in our call center. Absolutely critical.

Some Data Challenges but overall a good company to work with

What do you like best? The quick replies when there are tech issues is really helpful. Being able to schedule time with a SME to help optimize tools is something I've found very useful. The help tools for Nice IEX are fantastic and i utilize them all the time. What do you dislike? I dislike that some of the data is fuzzy. It's very difficult to explain email data points. When i call support to place a ticket i don't want to stay on the phone while the tech figures out the issue. Some ...

Very hard to make changes without help

What do you like best? I like the dashboards and the ease of moving staff members to different skills. Also the ease of listening to call recordings. What do you dislike? It’s very difficult and expensive to make scripting changes. Recommendations to others considering the product: Very expensive to get help. The system is pretty easy to use once it’s set up but the costs are very high What problems are you solving with the product? What benefits have you realized? I have ...