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

inContact makes things easy, automated and simple.

inContact makes things easy, automated and simple. By allowing us to manage all our agents under one system, but keep them on their separate "teams" minimizes the systems and logins required to manage multiple teams with different responsibilities, policies, procedures and more - saving us time, money and a lot of effort! With new services and features always being released by inContact, this allows us to stay competitive and have more features for managing our agents through.

NICE is a Great Platform for WAH Agents

NICE is a great platform for especially work from home agents; as it allows you the ability to use one system to both log into work and complete emails/chats/phone calls simultaneously. Instead of having several different systems that you have to log into in order to complete different types of contacts, NICE allows you to handle these all via one system! I also really like the integrated softphone feature now available with MAX agent, as it allows remote employees to handle phone calls ...

NICE Incontact Review

NICE IncontactGoing to start this off by saying that Incontact is a useful tool to have for any Business.It has many useful tools to assist you and make your job a little bit easier. For Example, The prebuilt contact history report is super useful when trying to find a call. You can search for the call numerous ways. Such as, Contact Id, Media type (call, chat, email etc.) Agent Name and Skill just to name a few. From there it's super easy to find what you are looking for and move on with ...

User Friendly system

What do you like best? I really like the reporting features and copy and paste options (makes it easy to transfer information to and from the agent when transferring information from one platform to another or notes) . What do you dislike? When open in multiple tabs it tends to log one out more freaquently. The system sounds could be more pleasant. Sometimes it goes thru a laggy day, but not too often Recommendations to others considering the product: user friendly and enables ...

Everything you need on one Screen

What do you like best? I like that it keeps me up to date with what the Agents are doing. What do you dislike? At this time there is nothing i dislike about InContact. thank you Recommendations to others considering the product: Its a good and easy way to keep tabs of your service and how long your agents are on a call as well as in dispo. Its very easy to use. What problems are you solving with the product? What benefits have you realized? I am able to create my own page ...

A great product for those on calls…

A great product for those in the call center industry where JUMPING ON to get those calls fast is important!It is great not to have to go through multiple system and logins to access services.Efficient and easy to use

InContact provides much of our required call taking needs

What do you like best? One of the things I like best about InContact is that it provides a fairly simple color coded guide to be able to track the status of even large groups with little more than a glance. If there are many agents unable to take calls at a given time, many agents waiting for calls to come in, or many agents currently in a call, it's easy to tell by just checking which color is most represented next to the agent name list. What do you dislike? There are some stability ...

NICE is a good platform for work at home agents

What do you like best? NICE allows work from home agents the ability to use one platform to log into work, and handle calls, chats and emails via a more efficient system. The integrated softphone via MAX is a particularly useful feature that allows agents to make and receive calls via a stable ISP connection without needing a physical landline. (Bonus!) What do you dislike? The downside of using NICE is that the system sometimes experiences lags in system information. For example, the ...

A Great Tool in the Customer Service Industry!

What do you like best? This product has great functionality and is easy to use. To JUMP ON quickly and grab those calls rather than having to sign into multiple platforms is a great tool. What do you dislike? Occasionally call refusals happen when your computer is a little slower but overall you can recover quickly. Recommendations to others considering the product: Worth a try What problems are you solving with the product? What benefits have you realized? The systems ...

Versatile

From a user's point of view using the agent console, InContact is very easy to learn and navigate through. You can change your state instantly, allowing you to go into an Available state to take calls at a click of a button or go into an Unavailable state to work on administrative work. There is tons of customization available to fit a wide variety of needs. Some of the features allow room for improvement, but otherwise it is an all around solid service.