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

Pretty good application, when it is working.

What do you like best? The dialer feature is great and the ease of use of the application. Easy to dial and to use any phone number to connect and pick calls. The whisper calling is a neat feature, as well as call scheduling, for future call backs. Like the call recording feature but listening can be a little problematic. What do you dislike? Dislike the fact that this is not natively installed/integrated into Dynamics CRM. The use of USD makes it difficult to determine the failure of ...

with the predictive dialer, this tool limits the use of manual inputs when contacting clients

What do you like best? that it dials within seconds at a time as soon as one call ends, another appears What do you dislike? when its down, its down, which slows up the process of moving forward but its minor infractions Recommendations to others considering the product: Having Incontact to do the dialing for you could save so much time on Inbound/Outbound calls in any organization What problems are you solving with the product? What benefits have you realized? the impact ...

NiC is always striving to do better and easier. CXone, RLR, etc

What do you like best? We contracted to have NiC program our IVRs for new business and PSOD for changes to the IVRs when needed. The talent level in PSOD is excellent. I've always had a positive experience What do you dislike? Some of the changes to applications cause us to make changes in our environment. Sometimes it can be difficult to make changes quickly. Recommendations to others considering the product: Setting up the IVRs Surveys, Workforce Intelligence etc. Take time to ...

I like the service and the people.

I like the service and the people.They are trustworthy and honest.There have been more than few outages that we did not enjoy.Which is why I only gave 4 stars.

Great system, small learning curver, little pricey

What do you like best? The platform is pretty straight forward for the skill, user, POC, etc management. It also is flexible to meet near all needs. I love that we do not need a person from inContact (or partner) to take care of any little thing and we can be pretty self sufficient. What do you dislike? Reporting. Woof. This is a little disappointing. Canned reports (for our environment) are not good. Custom reports are much better and work fairly well. There are some functions or ...

Overall good experience

What do you like best? Dashboards! I love that I can customize my own Dashboard data and have made several Dashboards for my organization - providing a bigger picture Dashboard for the executive team or very specific analyst/inbound call data for the call center managers. What do you dislike? This is more likely specific to my organization and the other tools we are using, but our CRM is not connected to InContact, so no data between inbound calls and the CRM are shared nor automated. ...

Modern Day Call Boards

What do you like best? The able to customize your call boards and other features. What do you dislike? It looks like there is an issue with sending documents around half a GB. What problems are you solving with the product? What benefits have you realized? N?A

Nice in Contact is nice but it could be nicer!

What do you like best? Offers a lot of robust features such scheduling and reporting. Many of these were lacking in other products but this makes it easier and allows us to move away from spreadsheets. What do you dislike? Their support model is lacking. Some individuals during the implementation process were very helpful but the seems to be a lot of disconnect between the various members of support. Hard to track updates or just pure lack of engagement from support side. What ...

Incontact Review

What do you like best? I like the interactive dashboards. They help a lot in monitoring our analyst to keep them on track. What do you dislike? How Incontact MAX retains previous subjects in the subject line when sending emails Recommendations to others considering the product: Excellent product, however it can be a little cumbersome with dropped calls and hung contacts. What problems are you solving with the product? What benefits have you realized? Keeping an eye on ...

Good for customer

What do you like best? The control of calls, agent interactions, reports customized. What do you dislike? The dashboard because it is very confuse to present in Explorer. What problems are you solving with the product? What benefits have you realized? Reports customized