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

My Experience With inContact

inContact does great at our Service Desk. It helps us route calls and emails and also enables us to keep track of holding calls. There are rarely any issues with the platform and it enables us to do our jobs easily! It is the best call routing software I have worked with thus far. I would recommend it to all Service Desks

Effective Call Center application

What do you like best? Advanced functionality, high degree of customization possible What do you dislike? Not the most user friendly interface. Reporting elements need to be more flexible and dynamic. Recommendations to others considering the product: Effective contact center solution and enhanced dialer capabilities What problems are you solving with the product? What benefits have you realized? Call center operations. Dialer functions.

Adam's Review

What do you like best? I guess it's easy to use. It's nice that it's web-based. What do you dislike? The interface is a little questionable at times. It sucks that it plays nicely with IE and not Chrome What problems are you solving with the product? What benefits have you realized? The main benefit is that I can access it at any computer or device as long as I have internet

Needs more upgrades to become the perfect system.

What do you like best? Personal Connection Dialer InView Reporting Studio What do you dislike? We have had some issues with connectivity and dropped calls. What problems are you solving with the product? What benefits have you realized? We were looking to get these items resolved 1) Make more phone calls 2) Get better metrics for the sales floor 3) Improve our customer experience with the customization of call flows on the fly

Easy Set up and use

What do you like best? Like the most about it is that it is easy to set up agents. There is not a lot that has to be done first set up aside from the agent’s login and phone number. What do you dislike? I would like to see an easy way to record calls and review. I know you can but like a lot of the features, Dig deep to find out where to find tools and how to use them. Recommendations to others considering the product: Make sure to look through all of the reports and run them as ...

Easy to use system

What do you like best? I enjoy the speed of access it provides in terms of locating agents and acquiring calls. What do you dislike? I dislike the small window when trying to access a call. Please use the full screen. What problems are you solving with the product? What benefits have you realized? I was able to properly motivate my team to strive to a high SL with placing the numbers real time and clearly.

NICE inContact Review

What do you like best? being able to set skills and priorities for those skills What do you dislike? The reporting is very difficult to get what you want out of it, and hard to learn What problems are you solving with the product? What benefits have you realized? We are able to route different level of customers to different agents very easily

The move to Max client has been good

What do you like best? Works well, handles being in multiple queues for different skills just fine What do you dislike? old thin client was low resolution and hard to see. New Max looks much better What problems are you solving with the product? What benefits have you realized? how to split calls to one number to multiple skills is not hard

Not User Friendly

What do you like best? The Account Manager option although it should be free of service and not an additional $350 or so extra. What do you dislike? The UI is not user friendly. The reporting needs is way to difficult, you have to pay for everything that your business may need for extra such as screen captures, an account manager, changing anything in the script, etc. For this interface, you have to have an account manager just to get the reports you need for your business because ...

Great Sound Quality and Excellent support

What do you like best? Consistency and communication. The support team has answered all questions and has been extremely helpful with everything. I highly recommend a TAM has been worth every penny. What do you dislike? I use In-Contact everyday and has zero complaints. At first there was a learning curve because there are some many terms to learn but the support staff has been wonderful explaining questions I'm sure they have answered 100's of times. What problems are you solving ...