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

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.

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? ...

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 ...

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

So far so good especially when we…

So far so good especially when we needed further assistance from support!