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

VoIP like no other

What do you like best? The customer service team is very responsive. Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know. What do you dislike? Interface can use an upgrade..but that's just being picky Recommendations to others considering the product: Take your time understanding the feature set they offer, and evaluate ...

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 ...

It's been a great experience so far!

What do you like best? I love the responsiveness of inContact Support, as well as the reporting tools that inContact offers. Furthermore, it's been incredibly stable for us and we've had minimal downtime. What do you dislike? It would be nice to be able to pull up the Agent Zoom for an agent if they aren't currently logged in. Offer that kind of reporting somewhere else (I haven't been able to find it). It's useful to see that detailed breakdown. Also, when a call is queued, 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.

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 ...

Great Technical Support

What do you like best? The recent updates to the Central UI has been great. Reporting is very intuitive and technical support has been excellent. What do you dislike? The UI for the Studio application is a bit lacking and this could be an area of focus to make it more user friendly for some of the backend administration tasks. What problems are you solving with the product? What benefits have you realized? A stable and relatively low touch contact support center solution that ...

NICE service

What do you like best? Simplicity of programs. Set it up and it works. Monitor the agents through reports and pie charts for productivity. Get as much reports in place at set up for monitoring. Pie charts are helpful. Sign up to monitor phone calls. It is a good way to hear conversations and help work with agents skill set. What do you dislike? Robo calls that come randomly. Waste of my agents time and waste of productivity. Contact when I need help with service. It seems like I have ...

Not bad

What do you like best? Usually it works fine, I don't have many issues with the functionality itself. Call quality is fine and no disconnects that I have found. What do you dislike? Not sure if this is just InContact, but I have to use both the web client and the phone program in tandem. In addition, I cannot make an outbound call without it ringing in to my system first. Also, the web version disconnects in the background occasionally Recommendations to others considering the ...

Great product with easy implementation

What do you like best? Great implementation team to make migration a breeze What do you dislike? Only supported on Chrome Browser, this is a problem for managing another piece of software. We hope they support MS Edge soon. Recommendations to others considering the product: Use your implementation team What problems are you solving with the product? What benefits have you realized? App Consolidation, all our tools are in one place.

NICE inContact have a great platform that provide solid service and good customer service

What do you like best? The system is dependable and reliable. You can load as much or little as you would like What do you dislike? The communication when new upgrades are rolled out. What problems are you solving with the product? What benefits have you realized? We're able to load and call our customer base without having to do things manually.