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

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.

For the first few years of having…

For the first few years of having InContact, we had zero issues or concerns. Lately the issues have been increasing. We had an issue where international callers couldn't hear us that lasted over a week that was due to an InContact problem, but continued to be told it wasn't. Finally we had to continue to follow up and push until someone would actually look into it and then realized it WAS an InContact issue. We get emails for InContact systems that we don't even use. I'm not sure what ...

We have been trying to get Nice In…

We have been trying to get Nice In Contact's attention for months. We are a current customer who does not have a dedicated contact and we are very eager to see what functionality we are not currently using.

Overall is a great product that meets…

Overall is a great product that meets our business needs. Not giving 5 stars because there are some nuanced issues still being worked out.

dated interface (transparent fonts that…

dated interface (transparent fonts that cant be read, cant make client always on top), poor integration with SalesForce, reporting interface hard to use with little ability to customize (Power BI would be nice) and your survey didn't work in Chrome

Tennessee inContact

We've used inContact for many years. From deployment to ongoing support, they have provided us with flexible and easy to use system that gives us the tracking and customer engagement we require for our own customers.

I enjoy a lot of the features that…

I enjoy a lot of the features that inContact products provide us. The phone system provides us some flexibility and interacts well with other products they provide.

Great TAM

Nicole our Technical Account Manager is here to help and has provided us great support and guidance.The technical support line has been challenging.

Nice and easy to navigate through from…

Nice and easy to navigate through from an Admin perspective.

Loved the scorecards, hated the reporting

I enjoyed the ability to create custom scorecards based on different teams in our contact center. What I had trouble with was the inconsistencies within the reporting feature (half the time the reports would not generate). We also did not have access to use the custom reports for the first year and a half of having the product. Also, there was not any dynamic dashboards that allowed our QC Team to manage their workload throughout the month.