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

Works great!

Works great!Great reporting features!Like the ability to view real time wait times and calls!

Great system

Great system, easy to use, great support.

Director

I think that for the most part the platform is very user-friendly. However, there are times that customer service is lacking and could use improvement. I have had some issues that take weeks upon weeks to resolve and I have to explain the issue over and over again to each new rep. Although, my most recent interaction with the CS team was very pleasant.

Overall, good experience.

Overall, good experience. There have been a number of issues that have been severely limiting and support has not been great.

Flexible and easy to use

PROS & CONS What are the best aspects of this product? First of all, this is SaaS-based call center software that is perfect for increasing the quality of leads and to minimize the cost of client interaction. It has lot of features that allow us to connect with their customers through various channels like inbound/outbound voice, social media, email, voice mail and other. What aspects are problematic or could work better? They could make the reporting simple and they could improve the ...

Dependable call center software

PROS & CONS What are the best aspects of this product? InContact is an easy to use and reliable call center service. It is cloud-based and enables us to quickly route calls to the right people. The IVR system is great for self-service and for routing calls. What aspects are problematic or could work better? I have no complaints as the system fulfills all our needs and expectations. The call routing feature is a big boon for our company. What specific problems in your company were ...

I enjoy the ease and functionality of…

I enjoy the ease and functionality of the products.

It's a good platform that helps us…

It's a good platform that helps us provide great service to our client's. Their technical account managers could use some training in customer service, they seem to lack that skill when dealing with their customers. MAX is also fairly accessible with our staff who use screen reading software. I would like to see more customization when it comes to tones and such

Simple to use

Simple to use, good visibility into dialer activity, easy to load and pull reports.

I have loved the NICE products I have…

I have loved the NICE products I have used in the past e.g. IEX. So when I signed a contract with inContact for our telephony I expected the same high standard but was disappointed. Our on-boarding process was the worst I have ever experienced, and that is partly due to Frontline, the third party implementation team. Our on-boarder was either terminated or quit mid-install, a second person was assigned and they installed us onto the wrong platform. The process to get onto the right platform ...