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

Nice inContact is useful

What do you like best? I like the Studio layout and the graphic interface. What do you dislike? Trying to create reports is challenging, trying to figure out which templates show which fields. What problems are you solving with the product? What benefits have you realized? We are trying to set up phone surveys, which works great except for reporting.

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.

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

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. ...

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 ...

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 ...

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 ...

Front End User for 5+ years

What do you like best? Functionality, Convenience, Dashboard What do you dislike? Not having an "active working status" for project work that requires my agents to be off the phone- All Unavailable statuses count against their working rate I would like to see a better way to monitor and track agent call accuracy. When pulling call reporting- results from one report do not match with other reports pulling similar data What problems are you solving with the product? What ...