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

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 ...

inContact Experience

What do you like best? Love that it helps us with our staffing, scheduling and chats. Not to mention the aspect of getting all of the data and anaylytics. What do you dislike? Cx One times us out when we're in, so we have to keep signing in. Believe it or not, would love a few different specific reporting tools. What problems are you solving with the product? What benefits have you realized? We solved alot of our staffing and scheudling needs. Now, reps are able to see their own ...

My InContact Experience

What do you like best? Account manager, Ericka Madden has been amazing over the last 2 years to make sure our needs are addressed What do you dislike? It is quite obvious that the platform was designed for a small organization, scaling to a multinational company has not been succesful What problems are you solving with the product? What benefits have you realized? Centralized metrics, not much more.

inContact Technical Account Managers - MAKE ALL THE DIFFERENCE

What do you like best? Love the one on one interaction and service we receive from our Technical Account Manager (TAM). What do you dislike? There was a time we did not have a TAM, the engagement was as a result managed by our Sales Rep (which wasn't ideal). At the recommendation of our Sales Rep we upgraded to a TAM - now super happy! Recommendations to others considering the product: Sign up for a TAM, do not go the road without one. They will help ensure you make the most of ...

Call Center software

What do you like best? We tried other software previously and they did not come with the functionality that InContact has. Some features that we use and rated high on our requirement list: Recording Calls - we use this functionality all the time for guest complaints, disputes and for training our agents Masking Credit Cards - due to PCI Compliance we must mask the guest card number for sales Ease of use: very easy and intuitive for new agents Support: Garland, our rep, is ...

Efficient product

What do you like best? The different tools that are available. The functionality What do you dislike? The limited ability to interface with other products What problems are you solving with the product? What benefits have you realized? The webstation product and the inability to leverage all tools

NICE inContact review overview

What do you like best? Cloud based solution powered by top-shelf applications like Studio. What do you dislike? Behind 5 months on delivering a Level 1 AOC to your PCI compliant customers. Recommendations to others considering the product: A solid product with overworked TAMs, and a Support team with growing pains. What problems are you solving with the product? What benefits have you realized? A much better solution for creating workflows and scripting in general. If you ...

Custom build for a dental company call center

What do you like best? We're currently looking forward to using the auto dialer and text message feature. What do you dislike? Unfortunately some of our wish list items could not be implemented into the contact solution. Recommendations to others considering the product: I would recommend reviewing every feature you want and ensure their able to implement it. The features are great, but it needs to align with your company goals. Unfortunately some of the features we really ...

My Experience with inContact

What do you like best? inContact is very convenient. It makes making and receiving calls, as well as emails super easy. The system is very adaptable and works well in my company's environment. The dashboards are extremely helpful as well. It gives us so much visibility on calls coming in, who's available to take a call, who's on a call, hold times, etc. What do you dislike? Sometimes inContact has server issues, where the system may go down and our calls won't come through. Of course ...