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

Still need to work out some of the…

Still need to work out some of the bugs, but it's getting better every day.

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 ...

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

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 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.

Trustpilot is a great tool!

Trustpilot has been a great tool for us to gain insight into how our clients view our client servicing. It has also served as a great tool for congratulating staff on a job well done and to use as a mechanism for feedback and coaching.

Love Working with inContact and love…

Love Working with inContact and love how easily customizable the tool is. They just have to improve on listening to the customer enhancement requests and bug fixes and be more prompt when it comes to those.

Works well when it does!

Works excellently when all things are going well.

Kind customer service agents when you…

Kind customer service agents when you call in, generally a quick turn around for resolution of issues, not always the most knowledgeable. I wish there was always quick communication when an Event occurs, it is not always the case. Overall happy with the products that we use for our business.