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

I enjoy using inContact

I enjoy using inContact. It helps me run my day to day operations with ease.

InContact Review 3/5

I use InContact Everyday, working as a Support Sales Role. It’s helps with being up to date with calls in queue and pulling calls and agent dialer States. Overall, my experience using incontact 3/5. Would prefer more real-time reports, such like real-time Agent adherence.

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

Overall our experience has been great…

Overall our experience has been great when interacting with the team and platform. Unfortunately, the only area the product falls short on is downtime.There seems to almost be a monthly occurrence that there is a production impacting event that will slow down productivity or bring it to a halt.The reporting is also very limited. There may be a lot of options when it comes to reporting but some very basic functions like transferred calls is very hard to get a good report on.

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.

Good Service

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

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!

I feel InContact is user friendly

I feel InContact is user friendly. Since implementing, our customer service department has increased efficiency in areas of web chats, emails, orders and calls. Thanks!

Good Functionality and connectivity…

Good Functionality and connectivity with phones.

Overall, great new technology for our company!

Overall, we are highly satisfied with our transition to Nice inContact. Our implementation was not without challenges, but after go-live, we saw immediate benefits from the functionality our new platform provides. CXOne has enabled us to improve overall responsiveness to our customers. Consider higher tier, paid-support options that provide a Technical Account Manager specifically for your account. This has been immensely helpful for us.