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

Complete tool but with several bugs and little professional support

What do you like best? The hability to handle calls, emails and chats in an efficient and organized way, and the possibility to store data and generate reports to measure KPIs and SLAs and agents performance as well as customer support quality. What do you dislike? It seems to be a linear application sometimes (talking about MAX), the L1 support does not seem to understand most of the times what the issue is when reported, when issues get escalated to further levels up there seems to ...

My Experience Using InContact

What do you like best? How user friendly the interface is for creating and running reports specific for your call center. The support team is also great! Not only did they help us with finding apps within Incontact, but they also suggested companies that work well in conjunction with Incontact to improve overall user experience. What do you dislike? The only drawback with Incontact is the cost if you have a smaller center. It is best suited for larger call centers. Giving customers ...

I am an OPS person and support NICE inContact with over 200 users world wide!

What do you like best? Love the proactive notifications when issues arise. The notifications are fantastic and right away I can tell if they are going to affect my organization or not! Love the new Audio & Visual notifications with 13.0.0! My team has been asking for this for some time now. Love that I What do you dislike? Finally have Audio and Visual notification on incoming case .. but cannot change the .wav file to a sound I want to use for my org. I want a long sound that ...

Love this software

What do you like best? It is nimble! I can completely customize it to my call center needs. I also have anb account manager that is very engaged and helpful. She always wants to know how she can help! What do you dislike? I would prefer the interface graphics to be a bit more modern. I would also like more training on the prebuilt reports that are available to me. Recommendations to others considering the product: Professional Services Partner Alliance What problems are you ...

Uptime is fantastic with solid support.

What do you like best? Highly reliable contact center and terrific support availability. What do you dislike? Reporting and intuitiveness could be better. What problems are you solving with the product? What benefits have you realized? We're able to analyze and improve agent efficiency, identify service bottlenecks and triage to success. Greater transparency with our agents.

Great but frustrating.

What do you like best? I love the cloud solution as it is easy to ramp up new additions in no time. What do you dislike? It is very difficult to get subject matter experts engaged even when there is any production impacting events going on. Recommendations to others considering the product: It is frustrating at times to get subject matter experts engaged even when there is a production impacting event. What problems are you solving with the product? What benefits have you ...

Good product at a good price

What do you like best? Integrated email/Phone support. Keeps contacts flowing and stead to CSRs What do you dislike? E-mail tools need to become more robust (bulk tools); general reports could be a little more user friendly. What problems are you solving with the product? What benefits have you realized? Increased response times, less lag between contacts.

Overall a very good system. MAX is a great upgrade to the NICE product

What do you like best? Ease of training new staff on using the system, and the stored contacts/address books. What do you dislike? Now that we are using MAX things are working much better. The old Thin Agent would have constant interruptions, slow downs, and more issues. Recommendations to others considering the product: I am not sure. What problems are you solving with the product? What benefits have you realized? the system helps us efficiently answer calls, and track ...

Quality software you can count on.

What do you like best? Simple to use and reliable. The system works as it's supposed to. What do you dislike? Overall, great, but the support is expensive if you don't take their ongoing plans. Recommendations to others considering the product: Yes. What problems are you solving with the product? What benefits have you realized? Remote workforce, tracking, and reliability

Great all around company for contact center

What do you like best? Ease of developing IVR/ACD and integrations with other products. We have been an inContact customer for years, and while there were definitely bumps in the road they seem to have figured things out and built a flexible product that can work for any size company What do you dislike? Some of the integrations are a bit disjointed, like inView and WFM products, and would like to see things morph into one big ecosystem for easier management Recommendations to ...