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

Amazing call center solution

What do you like best? This system has amazing capability and features for call centers to operate from. The leading feature is the remote capability, giving agents the option to be "out of office, or remote" and still be connected to their call center obligations. What do you dislike? Every now and then, the system loads very slowly, or lags. It usually corrects itself within a few minutes or does not last long. What problems are you solving with the product? What benefits have ...

InContact good, but could be improved

InContact provides our necessary call taking infrastructure. It does have some great features that make gathering employee and call taking information easier, but also suffers from setbacks in terms of reliability. We have recently begun using a new feature, My Zone, that has many shortcomings that has us debating its overall usefulness to insuring quality, though InContact's team has assured us they will be improving it for the next update.Different issues have come and gone over time, but ...

Support after implementation

support difficult after implementation issues.

There are stability issues

PROS & CONS What are the best aspects of this product? InContact offers a flexible developer console that enables you to do a lot with your telephony scripts. Plus, their API is quite powerful. What aspects are problematic or could work better? There are stability issues with the software. Plus, the customer support is not the best as they leave you to fend for yourself. The company is not keeping up the times and has not adopted innovation and new technologies. What specific problems ...

ECHO

The product is great and easy to work with. Any time we have questions or concerns we get feedback quickly.

The tool works, but onboarding was terrible.

Nice inContact is good for companies that need basic phone, email, and chat functionalities. Unfortunately they nickle and dime you for everything. If you need anything more advanced then it will cost you thousands of dollars to implement it. Our onboarding experience was terrible. It took over a year to be onboarded for basic functionalities and even after that year things were still not completed properly. We had to do the majority of the onboarding ourselves. There are some major basic ...

Updates w/Bugs but good support

Updates w/Bugs but good support. Lots of updates which do cause some bugs, but overall minimal impact and when they do see problems, they are proactive most times in dealing with them. Good communication of updates and bug fixes.

Just okay but lacks something....

Just okay but lacks something....We switched to this phone system a little over a year ago and are not happy with it. Over complicated, feels as though a newer system was built right over the top of an older system. Troubleshooting is quick but I have had to call and get items corrected more times that I would want to and more times than I had to with our old phone system. Also being charged $75 every 15mins of talking to someone about my account is crazy after the thousands of dollars we ...

NICE inContact has problems

NICE inContact has problems. We have not had the best experience, especially with our previous TAM. We have been assigned a new one, but have not worked with her yet on anything major. It seems NICE InContact product has many glitches that we've had to deal with. They are very good at sending out requests for us to rate them or close out a case, but not as helpful when dealing with them during an incident. It has been almost impossible to contact our previous TAM when there has been problems.

It works 99.5% of the time

It works 99.5% of the time. Not 99.9%. They are constantly updating their platform, and introducing new bugs.