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

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.

Up time is good features are bulky

Up time is good features are bulky. Saving pages takes too long.

inContact call routining capability are…

inContact call routining capability are second to non. We have been using there ACD and hosted VoIP for some time. We are currently migrating to there WRTC client and have had great successes.

NICE is great but should be more user…

NICE is great but should be more user friendly. The small box in the call history is too small. You have to scroll to the right to get all of the info. There is real-estate to work with so please use the entire screen.

Non stop issues from both inContact and…

Non stop issues from both inContact and Ivinex. Poor agent experience almost daily which makes for a bad member experience.

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.

User Intuitive

This is been very useful to provide real-time insight. Monitoring and recording calls is very simple, prebuilt reports are easy to pull and customization options of reports are quite robust. The one thing I would like to see is integration of electronic communication with the phone number after the call. For example, if an appointment is scheduled during call, it would be great to have an option to send a text message or an email with that appointment information.

Like turning a battleship

Overall, a great company to work with. Support is available as needed. However, their infrastructure seems a bit rigid as adjustments can take some time to happen even to the point of seaming unfeasible at times.

It does the trick

It does the trick, but unfortunately, we've had a number of sporadic and unexplained issues with our softphone. It does have a tendency to stop working, and will restart itself moments later. Unfortunately, with the nature of our business, it's been a bit disruptive. I do appreciate that their technical team is generally pretty responsive and easy to get a hold of.

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.