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

Stay Away

What do you like best? The ability to record calls for both inbound and outbound calls is very helpful. What do you dislike? The platform is not user friendly. The SalesForce Agent console is too small and cumbersome to use. The reporting is horrible - depending on what report you run, you'll get different results. This is not related to delays in updating the data. There are too many variables for creating reports, making it unnecessarily complicated. The platform is very unstable ...

very flexible and self explanatory tool

What do you like best? Everything is web-based and self-explanatory. Very good knowledge base as well, with extensive and well-disigned content. What do you dislike? In a global team with business units (Campaigns) set up in different time zone and by people in different time zones, reporting and adjusting holiday half-day opening hours becomes a challenge. I had a Campaign created by someone in the US for Germany, and when I changed the opening hours and added holidays, all looked ...

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.

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.

Manager of Client Delivery

What do you like best? The ease of being able to see call flows as they occur. We enjoy being able to have real time data and recordings that we can access and download. What do you dislike? Our cluster has been very unreliable. I'd like to see chat transcripts and be able to have secure chats. We would like agents to be able to take contacts across different channels (chat, email, voice) and have them queue up in a single channel Recommendations to others considering the product: ...

A better solution for call centers

What do you like best? Create your teams, assign their skills and within minutes they will be able to start taking calls. What do you dislike? I wish there were better training available on how to do scripting on the backend. What problems are you solving with the product? What benefits have you realized? Round robin call routing made easy! Targeted call routing made easy as well! Great products. Great support.

A useful tool to manage a contact center

What do you like best? There's a large variety of reports which can be run to view any possible statistics needed for the call center which really helps pin down trends. What do you dislike? Technical support help can be tricky and sometimes problems aren't addressed very quickly. What problems are you solving with the product? What benefits have you realized? Taking a closer look at service level and abandonment rate to get a sense of the right staffing levels.

Pleased with Tech support

What do you like best? I love the technical support we get when we have issues. Resolution is very quick. What do you dislike? tend to have alot of events happening which reflects on agents availability to be on calls. What problems are you solving with the product? What benefits have you realized? less complex and downtime than I3

A Great Platform with Powerful Tools

What do you like best? NICE inContact has taken a lot of the live data displayed on monitors throughout our contact centers, combined it with a wealth of additional metrics, and placed it on the dashboards of our agents, Resource Management, Quality teams, and more. The customizations available suit a variety of needs and really help our organization and individuals in gauging how projections and forecasting are playing out. What do you dislike? The lack of suggestions on the types of ...

Technical point of view

What do you like best? Gives our customers exactly what they need. Straight forward implementation for technical support / programmers. What do you dislike? At the time we implemented inContact, only the windows based connector was available, which requires us to run a windows based VM just to support inContact connector. I hope this has changed and eventually we can re-visit the "connector" question and implement it properly on a Linux server / container. Recommendations to others ...