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

Unclear billing and will not work with you

What do you like best? I found that there were nice people along the way that assisted with customer service and issues we had. I also appreciated the TAM and how helpful they were. What do you dislike? I disliked how we were a smaller company and therefor given a third party implementation partner through Nice in Contact, instead of Nice in Contact themselves. We were also sold line items that we were told would work in the layout we purchased, only to find out during implementation, ...

Data engineer review

What do you like best? API interface is actually pretty good, we almost never get errors as data extracted is in a predictable format. Reliable pipeline, and that comes down to a good source, so thanks. What do you dislike? API documentation frankly looks like a mess, there are tools that generate beautiful documentation that is a little easier to read. Also, docs seem to be written with somebody who knows about inContact's internal structure in mind, but I'm just a data engineer who ...

This is the 3rd company I have worked…

This is the 3rd company I have worked for where Incontact is the preferred contact center software. The platform has many helpful tools for handling customer contacts, and reporting that help make life much easier for a manager like myself!

Incontact Experience

What do you like best? The customer service of Incontact is what stands out the most. Very reliable and always answers my pertinent questions when in need of assistance. What do you dislike? From time to time there are occasional issues when a call is being routed and the only fix is to clear the contact even when calling customer service. After the change to Nice Incontact, it doesn't happen very often but it is still a problem. Recommendations to others considering the product: ...

inContact Platform

What do you like best? supervisor view, is very handy to refer to for a quick overview of all your agents within the platform. What do you dislike? By now I would think that NICE inContact would have developed an app for supervisors and Admin staff, this would make life easier than the web interface. Recommendations to others considering the product: Pay great attention to detail, Some technical teams, miss the people on the ground when designing these solutions, but if they ...

If you run a Contact Center you need InContact

What do you like best? I like how intuitive it is to use. Whether it's Max or reporting & dashboards, everything makes sense and has a very short learning curve. I can quickly and easily get the information I need to make good decisions and effectively manage my department. I also appreciate the top notch level of support I receive when I do have questions or want to explore additional products and services. What do you dislike? The base call quality & monitoring functionality is ...

Usability and Support

What do you like best? The analytics and reporting functionality is great. What do you dislike? The service and support is not great. They are extremely delayed in getting back to you. I felt that we were oversold during the sales cycle and now the Operations team is left holding the bag for features that they are not able to support and cannot commit to a delivery timeline on. An example of this is the basic functionality between a support org being able to effectively run Chat, ...

My experience had been hit and miss

What do you like best? What I like best is that it has the potential to be a great product. It we have been lucky to have good people in our corner like Nica, Lisa and Derek. With out them we would have been very lost. What do you dislike? The customer service portal. I think it has to be the worst portal I have ever navigated. Then once you get a tech they ask you for logs, so I grab them. Then I get a new tech and he ask for logs. Then I do a WebEx and show theM the issue and send ...

Incontact Warrior

What do you like best? Supervisor mode is amazing and has benefited me a ton. Really easy to adjust the skills of my analyst. What do you dislike? Reporting could be a bit better and simpler for creating dashboards and what not. Recommendations to others considering the product: This tool is a staple for our company. It would be hard not to use this tool on a day to day basis. This should be a strong tool for any call center/Help Desk related work environment. What ...

Nice inContact runs our communication

What do you like best? My company enjoys the ability to have hands on to control our voice, email, chat, sms and email communication with our customers. The system is set up so we can easily make changes when needed. The great thing is Nice inContact is always there to help when we have questions. What do you dislike? There are a few glitches with different skills working together and at time it is quickly resolved, other times it can take months for a fix. Recommendations to ...