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

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

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.

System is easy to use and configure

System is easy to use and configure. The dashboard is very helpful for myself and agents.

The platform in general works well

The platform in general works well, but we are using this tool with the RingCentral partner and have been experiencing call quality issues.

InContact's reporting has been a…

InContact's reporting has been a lifesaver and much more comprehensive than other systems we've used in the past. The web agent interface is very simple, easy to train and easy to use.

Accounts Payable

What do you like best? The customer relations and AR department has always been helpful and willing to help. What do you dislike? I dislike that payments are not applied against specific invoices so reconciling our payable accounts together can be quite difficult. What problems are you solving with the product? What benefits have you realized? Our entire company finds use.

I have been using InContact for about 3…

I have been using InContact for about 3 years now. Overall, the system is very powerful and will really help to redefine your contact center from a sales perspective. There are things that could be better, but their product roadmap that is coming is going to resolve most (if not all) of those issues.

InContact is always ready to help fix…

InContact is always ready to help fix any issue here at Cambia

Great software that is Easy to Understand

Great software that is easily understood. The support provided is the awesome and always friendly. We have a call center of about 400 users that are constantly on the phone. Any problems are immediately addressed.

Overall the services are good that they…

Overall the services are good that they offer. Ease of use and support is really good. At times, there are stability issues so if you are tied to strict financial penalties on KPI's be aware.