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

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.

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.

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 ...

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 ...

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 ...

One of the best call center apps.

What do you like best? It can be fine-tuned to suit almost everyone's needs. Offers a wide variety of countries to get DIDs from. What do you dislike? It's quite complex for administrators who have no previous knowledge of working with Call Center applications. What problems are you solving with the product? What benefits have you realized? Call routing depending on skill sets or group membership. Mapping DIDs from different countries to our main phone lines.

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 ...

Overall Great

What do you like best? I like the flexibility of InContact and the ability to grow, we are a company of 80 but we are growing monthly. What do you dislike? It can be a little complex when it comes to the IVR the first part is easy but then you get lost in all the logic and how to do call backs. What problems are you solving with the product? What benefits have you realized? Inbound calls center, segmentation of clients.