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

Sometime not reliable.

What do you like best? I like the ease of the program, it’s easy to use and change your aux when going form lunch to break or meetings. What do you dislike? If you go over your lunch by 1 second you are logged off by a supervisor. Second thing is when trying to dial out sometimes it doesn’t work. I have to log all the way out and back into nice to place an outbound call. Wish it was easy to check the times you were logged in and out during the week. Recommendations to others ...

Nice InContact is pretty good

What do you like best? the automation of the reports and the amount of information available. Before we started using InContact, We had to run all our reports by hand. It took time and a lot of our work was inefficient. with the help of Max and Nice InContact, most of our reporting is done automatically. We have so much more information ready for us each day, and throughout the day, and it really helps make it easy to see just what's happening and what needs to happen. What do you ...

So many issues.

What do you like best? Ease of use, easy to learn the system. It is easy to learn how to use. What do you dislike? Kicks us out of the system literally every 5 minutes. We have reported this issue repeatedly to no avail. It is horribly inconvenient to have this consistently happen EVERY 5 MINUTES, having to log back in every 5 minutes. We have had no solution to this problem. Max also has serious issues, it randomly crashes in the middle of calls, will not let you answer calls, and ...

There were some key differences in what we were told we would get and what we got.

What do you like best? I really like how intuitive the system is and all the education tools available to learn the system. I love studio. I also love the custom reporting in central. I feel like I can get the numbers I need and manipulate in Excel. Reporting is accurate and fast. I also really love the support of a TAM. What do you dislike? The commitment feature is awful.. The commitment goes away after on hour if no available time is offered. That is just unusable! I either need ...

nothing is perfect i suppose.

What do you like best? it is simple and efficient!nothing is perfect i suppose What do you dislike? Sometimes you may experience back to back IT problems but nothing is perfect i suppose. Recommendations to others considering the product: u want something that will work for u not cause problems. What problems are you solving with the product? What benefits have you realized? Reach as many people as possible

My review

What do you like best? The interface is intuitive and straight forward. What do you dislike? Software performs at a beta level at best. Constant issues with inability to dial out. issues with cx not hearing me as well and constantly disconnecting. What problems are you solving with the product? What benefits have you realized? Pretty much just use it to dial out and record the outcome of my cx interactions.

Reporting is a dream, but from an agent standpoint, the site is unstable.

What do you like best? The dashboard and reports available are so much better and faster than what we had in the past. What do you dislike? Agents have a high percent of missed SLA's because they attempt to accept calls, and the site doesn't register, is treated as refused. Common fix per NICE IT. Reboot. Which entails a full logout, clearing cache and cookies on the browser. Closing the browser completely, including unrelated tabs, and then reopening and logging in. Agents do this on ...

In the version that we access to, there are a lot of limited functionalities

What do you like best? API integration with our CMR tool to pull up patient data What do you dislike? Reporting is not great. Very limited what we can pull manually if need be. Recommendations to others considering the product: Ensure you have the right business partners. What problems are you solving with the product? What benefits have you realized? Providing patient services.

incontact is a mediocre softphone, avaya and other competitors are about on par with nice.

What do you like best? its an easy softphone. not hard to use but has room for improvement. the transfer to a specific person is a nice feature. I would like to see other feature get added over time. doesn't feel like there has been much development over the year i have been using it. What do you dislike? getting harassed by annoying popups about status. they prevent me from being quick and accurate. i find myself having to click on the softphone first just to make sure my next click ...

Its great, never any issues.

What do you like best? Its easy to use, not complicated. It also easy to understand. A great way to get incontact with people. Id would much rather use NICE inContact than to use an actual phone. Whenever there is an issue they dont take minutes, hours, days to get to it and fix it. They are always hands on and get to the job very quickly and its very appreciated. If there's something wrong they get to it ASAP. What do you dislike? Honestly I cant think of anything that i dislike. Its ...