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

Incontact is fast and reliable

Incontact is fast and reliable

Knowledgeable session.

Knowledgeable session.

InContact has the a list of features…

InContact has the a list of features that helps with making things easier in monitoring mapping forecasting

Telephony

TelephonyTelephony product is good, robust and user friendly

Nice inContact

good system, but support is a little lacking.

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.

It is terrible

It is terrible. Terrible technical support, terrible reporting, not user friendly, none of the numbers match up on reporting. Calls drop constantly with carriers. Overall, find another vendor.

Good product / Bad response time

The InContact product is really good overall. We have had multiple issues throughout the years, but none that were too bad. My biggest complaint is the lack of response I receive when I submit an email to InContact Customer Service. It usually takes me several follow ups before I can get an answer. This is ALWAYS the case. Very rarely is it answered the first time I send it.

InContact Product is causing production…

InContact Product is causing production outages frequently and the escalations to resolve these is lacking.

Great call routing features and…

Great call routing features and automation Quality call recording options. This software is easy to use and straightforward. The ability to work remotely from home, which allows greater flexibility for both the company and employees, as well as the ease of use of the system in learning to handle different contacts.