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

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 ...

Best Product Ever!

What do you like best? Incontact does a great job of routing calls for our company What do you dislike? Nothing. It works great. The only thing is is that it's a little confusing to configure up front What problems are you solving with the product? What benefits have you realized? We route calls with InContact and it helps us a lot

Call Reviews are a work in progress

What do you like best? Being able to track service levels in real time is critical to successful service level management. We are able to do that with in Contact with ease. What do you dislike? There are times where we have experienced issues with recording playback. Although the issues do tend to be resolved in a timely manner it does cause a disruption in our ability to fully perform job functions. What problems are you solving with the product? What benefits have you realized? ...

Simple but unreliable

What do you like best? The simplicity of building anything is nice. Plenty of options to build whatever you want. What do you dislike? Many features simply do not work. Many of the reports are broken, such as IVR press path, many functions within studio have no documentation to them unless you check the DEV site, and the Central website often runs very slow regardless of internet speed or processing power. Recommendations to others considering the product: Very easy to set up, ...

Nice

What do you like best? The real time changes able to be made to the IVR through studio What do you dislike? Since it is an IP based tool that comes along with issues at times when there are internet issues What problems are you solving with the product? What benefits have you realized? It allows me to be able to make real-time IVR changes when there are issues, or needs to change the call flow

Effective System

What do you like best? The interactivity with Skype allows me to keep track of each call more effectively.. What do you dislike? It seems a bit memory intensive. I had issues when not hooked directly through my Modem. Recommendations to others considering the product: Integrates nicely with software I use such as SalesForce and Skype. What problems are you solving with the product? What benefits have you realized? The ease of tracking my calls and call analytics.

lagging on calls makes the experience…

lagging on calls makes the experience for both the customer and agent difficult.

NICE inContact is responsive to client…

NICE inContact is responsive to client questions and concerns, and communicates often.

I like this incontact platform

I like the incontact platform, as it's easy to use and makes it easy to track metrics

Reporting is lacking and/or difficult…

Reporting is lacking and/or difficult to use. Enhancements to the workforce intelligence piece would be helpful as well. Altering is rather limited.