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

Excellent Call Center Option

What do you like best? inContact scaled very well with our business as we added clients and volume, we were able to customize virtually everything we needed What do you dislike? We had an occasional hour of downtime (occurred twice over the last year for just under an hour both times, both times were in the overnight hours so it didn't cause a major disruption) Recommendations to others considering the product: Definitely try it out and see how well you can make it fit with your ...

We have been using Nice inContact for over a year

We started using Nice inContact products a year ago. We implemented their Call Center solution for our ACD lines. We had a dedicated implementation team who helped us design and build out our ACD call queues. It was an easy process considering the many challenges you face when switching vendors for a call center. We are now implementing the Personal Connection [Dialer] and will also implement SMS in the near future. Technical Support is quick to answer and resolve most issues. Our Technical ...

Nice inContact is a great Contact…

Nice inContact is a great Contact Center CaaS/SaaS partner. Their systems are dependable, flexible and user friendly. If you are looking for a premier hosted contact center telephony system, check out Nice inContact!

Jeff was great

Jeff was great. He helped us at a time that we needed to get things down quickly. Also in the process, he educated us along the way.

InContact is easy to use and has great…

InContact is easy to use and has great support from their Technical Account Managers. Initial set-up will take time, but if you take the time to learn the product, you can expand so much what you can do. I would have given it 5 stars, but we have had outages in the past that have resulted in us not taking calls. These are usually far between and resolved quickly save for a handful of times in the years we've been using them.

A few issues at the begining but were resolved with the correct Account Manager to support us

What do you like best? Reporting facility as well as the ability to open / close the phone lines as required - Ability to have people on different priorities What do you dislike? I don't find the layout of the InContact admin side as good as the previous one was. Recommendations to others considering the product: Go it a go What problems are you solving with the product? What benefits have you realized? Good reporting capacity - always new reports to be found

Lots of Flexibility

What do you like best? As an agent, it's not difficult to grasp how to take calls/go unavailable/submit dispositions. The dashboard is customizable in every way so that you can easily see what calls are waiting, what your service level is and what agents are logged in and what their current state is. There are a ton of different reporting options too What do you dislike? Certain features on the new agent console (Max) do not work as well as they did not the old agent console (Thin ...

I have been using InContact for almost…

I have been using InContact for almost 2 years now and I don't have many complaints. Recently there was an update in the appearance which took some time to get used to, but once getting used to it it's very user friendly. Everything is simply labeled and easy to find.

Review

I like it as a platform because it allows for agent documentation and time retrieve ability. Working for a remote office it allows for accountability for the agents and for supervisors. It is very easy to use and the program works great!

NICE inContact is very user-friendly…

NICE inContact is very user-friendly and has all the features needed to successfully run a telecom or consumer service business with ease. We have been using it for over 7 years and have no interest in changing it <3 Thank you, inContact Team, for putting this amazing software together!