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

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 ...

How I Like inContact

What do you like best? inContract has been working pretty well. We are a Service Desk that provides support through calls and inContact keeps us up and running. It has proven to be reliable for call routing for the most part. What do you dislike? Sometimes the inContact servers go down and calls are not routed properly and are instantly refused if an analyst attempts to anser. However, these issues are rare and usually pretty quickly resolved. Recommendations to others considering ...

For contact centers the software just works

What do you like best? That it is in the cloud so we know we have a large team supporting us and it's not just on our small internal team. It is also easy to have a centralized solution for almost all customer communication. Configuration to our business needs and access to integrate external systems are also easy with the use of studio. What do you dislike? Cloud is some of the time a double edged sword. When there is an issue you are reliant on an external team, so as an IT person ...

All In One

What do you like best? I like that there is consistent improvements to the system with the quarterly releases. In addition I appreciate that you can pay for an all in one suite. Technical Support is usually pretty solid and responsive even if you're not paying for a higher level of service. What do you dislike? While you can get everything all in one, the additional cost can add up for add on (WFM, trancribed calls, etc). Until we paid for a TAM, it was hard for us to get assistance ...

Really bad

What do you like best? This software is quite helpful when working. These features are very helpful when working: - Call Scheduling - Dialer - IVR - Call waiting -Call Recording - Call Whispering What do you dislike? - Calls hang in the middle of conversation - Screen freezes very often; sales reps have to restart machine several times in a day - Duplication of calls - Not hearing customer Recommendations to others considering the product: Might be a ...

Great Data collecting and Queue management system

What do you like best? The options around data collection for types of calls/emails/chats is awesome. It's great to be able to run reports to get the data we need quickly. What do you dislike? Data collection is delayed, you can show it within seconds but the reports have to wait till next business day. What problems are you solving with the product? What benefits have you realized? We are constantly trying different ways to improve our customers experience in the way we handle ...

sometimes it take a while

What do you like best? they pickup and ticket right away and when there is an outage they send updates What do you dislike? sometimes with custom stuff it tends to drag on Recommendations to others considering the product: N/A What problems are you solving with the product? What benefits have you realized? N/A

inContact offers a lot

What do you like best? inContact offers so many different tools that you can use depending on your needs. The reporting is very helpful and easy to use. I love that you can have those reports emailed to you on a certain cadence and don't have to worry about logging in and running it. WFI is also very helpful to act on certain andons instead of having to log in and make specific changes on the fly. What do you dislike? It's a little daunting to understand all the tools offered and what ...

Great product-Tech support could use some work

What do you like best? The InContact platform is extremely user friendly when it comes to maintaining the system and adding users. I have been really happy with the ease of learning and the training materials available. What do you dislike? The tech support is spotty and is sometimes very slow to respond to issues. I feel like they don't completely understand when InContact is being used in a primarily for inbound calls how to help us Recommendations to others considering the ...

NICE inContact Review

What do you like best? They are extremely transparent. You are never left in the dark if the company is experiencing an technical difficulties. What do you dislike? The UI can be slow, and retrieving data can be painful at times. What problems are you solving with the product? What benefits have you realized? They are an excellent company to choose if need to run a call center.