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

Decent ACD System

Decent ACD System, could use a lot of work on the UI, customer service, and pricing. Customer service is usually pretty slow, our onboarding process and implementation partners did not do a great job getting us set up. It is also a very expensive service. UI on the scripting side could use an upgrade. Reporting functionality could be easier to use

Great responsiveness from support

Great responsiveness from support. Pricing can be a bit spendy, but no doubt they offer the best contact center management platform!

Usually the system is great

Usually the system is great. There have been too many recent outages

Reporting is pretty awful within…

Reporting is pretty awful within incontact. It's all manual and stuck in the early 2000s

Not a good experiance with inContact

inContact was not a good product for us. The agents had to restart the platform almost daily. The phones would freeze up while we were talking to clients. Agents could not hear clients, clients could not hear agents. When we contacted support, the answer was "is it still happening? and they would close the case. My Account Rep was great, I enjoyed working with him but the product and support was horrible.

We love Nice inContact

We love Nice inContact. It has been an incredible change for our company. We've seen faster turnaround times, quicker resolutions, and ultimately our own clients are happier.

Good Service

Always good service when we have issues. Rarely have any failures.

Trust Pilot Review

No complaints!!

I find inContact to be reliable

I find inContact to be reliable. Their website and billings are straightforward, and they offer a lot of useful reports.

We had issues of agents not logging…

We had issues of agents not logging being able to log in and we couldn't take patient calls for an hour.