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

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 ...

Nice Incontact Review - Shawn Jackson

What do you like best? Dashboard view for shared business model What do you dislike? Nothing so far, I think I dont have any complains. Recommendations to others considering the product: This is certainly the performance management software every organization can go for! What problems are you solving with the product? What benefits have you realized? Real-time performance management, multiple reports, client management

Great Product For Complex Companies

What do you like best? My favorite thing about utilizing Nice inContact is the diversity of what you can do. We manage and take calls for dozens of different brands, each with their own set of logic and rules and regulations. We are able to satisfy the needs of each brand while building out complex projects to improve efficiencies and overall customer experience. We love the freedom and easy-to-use tools! What do you dislike? I would like to have a staging environment for our changes ...

CXOne is the game changer we need

What do you like best? We love the simple and consistent user interface. The online help tools are easy to follow and implementation of new features are a breeze . What do you dislike? It would be beneficial to have additional automated skilling and workforce rules. What problems are you solving with the product? What benefits have you realized? The biggest challenge we faced with our previous cloud based solution was downtime. Since switching to InContact we have had 0 downtime ...

InContact - Leading Cloud Contact center

What do you like best? The interface is intuitive. The platform is feature rich and delivers full set of capabilities to address and satisfy our business needs. Smart Inbox, Supervisor On-The-Go, Proactive outreach, Auto dialer and ECHO customer feedback are great add-ons to the platform. InContact has out of the box APIs you could leverage to tie in with your home grown applications and systems. One stop shop for Omnichannel, ACD routing, WFM, call recording, auto dialers, thin clients ...

Mastec inContact review

What do you like best? Simplifies workforce mgmt and the reporting tools are intuitive What do you dislike? There used to be issues with support, but those have been resolved. Outages are handled with proactive status updates and we get follow up emails making sure we’re operational. So, not really a dislike :) What problems are you solving with the product? What benefits have you realized? The reporting is the best feature

Works well as a call queue manager

What do you like best? Easily jump in and out of the queue when busy or when taking breaks. What do you dislike? Use of Flash. Sometimes it does not load properly or needs permission. Recommendations to others considering the product: In my experience of using software that handles a medium sized company's incoming call queue, its the best I've used. (I've used many in the past 15 years) What problems are you solving with the product? What benefits have you realized? We ...

Incontact Several options, difficult to maintain, keep up with and troubleshoot

What do you like best? Incontact has several options available in the system. It's easily accessible from anywhere which makes remote agents very easy. It's very adaptable to your business needs. What do you dislike? Maintaining, learning, maintenance and upkeep can be pretty tough. Each time they update, you need to set a lot of time aside in order to make sure you are available for troubleshooting. Implementation moves very slow. Don't expect to make changes over night in most ...

Absolutely amazing.

What do you like best? The ability listen and coach agents while they are on an active call. What do you dislike? The inability to change my agents status with my login. Recommendations to others considering the product: It's a very useful tool to have What problems are you solving with the product? What benefits have you realized? I am able to coach and train my agents during an active call. To track my agents performance over any desired time.