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

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 ...

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 ...

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.

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 ...

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 ...

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 ...

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.

Best and easiest way to communicate using the Web

What do you like best? Nice InContact offers a great product for VoIP telecommunications through WebRTC platforms and soft phones. Very reliable, great support and immediate reaction to issues. Proactive updates and enhancements, too. Programmable dialers and scripts make this product a great asset. What do you dislike? Sometimes changes will break the service while on production hours. Although they're quick to fix, this interruptions are somewhat annoying. Other than that, ...

A great, flexible solution to launch a call center.

What do you like best? We found NICE inContact when researching solutions for our contact center. We liked open open their solution was and allowed us to build in much of our business logic with minimal effort. What do you dislike? Technical support could have more skilled agents that respond in a more timely manner. What problems are you solving with the product? What benefits have you realized? Although there are some problems, the benefits easily outweigh them. Their APIs are ...

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 ...