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

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

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 ...

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 ...

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 ...

Nice inContact

What do you like best? Using inContact has allowed us to have screen pops to dedicated protocols for each client. Makes life easier for the agent taking the call. What do you dislike? We have had a lot of issues with the MAX agent. Functionality is different and does not include a lot of things that the thin agent did. There have been some improvements but i have had to spent a lot of extra time working with technical support to troubleshoot issues etc. What problems are you ...

Works well, needs better support

What do you like best? The interface, easy to look at and good widgets What do you dislike? Lots of issues with our Salesforce integration. What problems are you solving with the product? What benefits have you realized? We are able to see our call queues by casting to a large tv in each office.

Not too bad- Nice

What do you like best? love the prebuilt reports and ability to do custom as needed. It's also helpful to have the help center to assist along the way What do you dislike? Under WFM- real time adherence reporting- I'd like to see a report that generates a true percentage not just the raw data. Recommendations to others considering the product: NA What problems are you solving with the product? What benefits have you realized? efficiencies in utilizing automatic acw by ...

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