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

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 ...

All interactions I have had are always very professional and helpful

What do you like best? IT department is very prompt and kind. I really appreciate the monthly update meetings that are scheduled with Bob, very informative. What do you dislike? Honestly can't think of any, a very forward thinking company and has great communication What problems are you solving with the product? What benefits have you realized? Streamlining all contact with my agents and I am able to pull great reports

Better but not great

Better but not great

It works great unless there's any kind…

It works great unless there's any kind of network issue. It just seems to fail to reconnect sometimes. Other than that love it.

InContact satisfies the business needs

InContact satisfies the business needs. It is much better than any systems we have used in the past. However, we have had many outages.

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 ...

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 ...

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 ...

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 ...