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

Great Phone System

What do you like best? I like how user friendly it is and how it doesn't crash as often. I have used other phone software systems and this is definitely one I would recommend What do you dislike? I do wish reporting were easier. I know there are prebuilt reports but creating one can be a little daunting for those who are not sure how to do it. What problems are you solving with the product? What benefits have you realized? We are able to run an efficient call center through inContact

Solve all your call center issues.

What do you like best? The sysetm allows all communications to be easily managed thru a single queue to easily manage your skills. What do you dislike? The lack of full integration into the Office 365 phone system. What problems are you solving with the product? What benefits have you realized? All communications can be managed in the system. Easily integrate line of business applications for a seamless solutions for your customers.

A competent Product that has more flexibility than limitations

What do you like best? Nearly everything can be scripted to work with API of all sorts. Additionally, the programming language can be used to fine-tune the call process. What do you dislike? There are some limitations to available business unit options with regard to reporting and call recordings. Recommendations to others considering the product: Have your team learn some programming skills such as java scripts. What problems are you solving with the product? What benefits ...

Really Good.

What do you like best? Managing the platform is very user friendly. What do you dislike? Events / outages are what I don't like because this is mission critical. What problems are you solving with the product? What benefits have you realized? Customer service is enhanced by NICE. NICE has streamlined our services.

Steady and reliable ACD for most of the time we use it

What do you like best? Interface is extremely intuitive and easy to use. Customizable to a fault. We have been able to measure our strengths and weaknesses pretty accurately. What do you dislike? Refusals and dropped calls happen pretty regularly. It is difficult sometimes to get assistance from our account manager. What problems are you solving with the product? What benefits have you realized? We have been able to decrease our AHT, increase our calls per hour and customize the ...

Using their software has made managing the 211 call center easier.

What do you like best? The reportng is a breeze to use. Makes managing staff a lot simpler. What do you dislike? The speed of internet that is required to use certain applications, we are a rural county and sometimes the internet is not the best, being unable to access certain applications functions can be frustrating at times but NICE inContact is always quick to respond and try and fix things ASAP. What problems are you solving with the product? What benefits have you realized? ...

Probably the best but still room for improvement...

What do you like best? Scalability, the Apis that makes integration easy. What do you dislike? Different data layers that present the same data with different values. Compare Data download reports with Api resultis not possible as they differ at least in the European clusters. Timezones... you need to fix that once and for all, the Studio uses local scripting engine that runs fine but running the script on the cluster returns mostly Standard Mountain time (in Europe ;-)) What ...

Flexible all in one phone system and web chat solution

What do you like best? It is very flexible and easily programmable. It has a ton of features and integrates with phone, chat, and other dialing system to create a comprehensive customer interaction system. What do you dislike? It can be tempremental and requires a lot of skills to configure without the help of various team at inContact. Even when you get inContact involve each area has its own expertise and its very time consuming to get to the right people to get your needs ...

Good product

What do you like best? Reporting, Dashboards, and the trust site. What do you dislike? The inability to track internal transfer numbers easily. Recommendations to others considering the product: Look at what objectives you need to run your call center. inContact most likely has those. What problems are you solving with the product? What benefits have you realized? Great, up to date dashboard giving you exactly what you need to succeed.

Solid System

What do you like best? Ease of use Strong reporting to manage staffing What do you dislike? CS agents aren't skilled/trained enough to resolve issues. What problems are you solving with the product? What benefits have you realized? While we don't use WFM program, we do use the reporting to manage staffing.