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

great product, flexible.

great product, very flexible, self programmable, can make changes on the fly if you know how, support is pretty responsive on urgent issues, would recommend for large clients but may not be cost effective for smaller. (your mileage may vary)

Cloud Based solutoion that meets our needs

PROS & CONS What are the best aspects of this product? I like that it doesn’t require maintaining own hardware and knowing that iNContact constantly upgrades the software and ensures lot of location redundancies. But the best thing about it is its care for the customers. I’m happy that I know to do lot of things with this tool like allowing the scripting platform to take a look at the incoming phone numbers and route them based on the place. What aspects are problematic or could work ...

Reliable and flexible solution suitable for all call centers companies

PROS & CONS What are the best aspects of this product? This is most reliable service and easy to use. I like that it’s cloud based call center and because this means that we can route calls quickly. Thanks to the IVR system we are able to route calls because it is self service. What aspects are problematic or could work better? The call routing is extremelly helpful for our company, I haven’t found something to dislike about it. What specific problems in your company were solved by ...

Effective and simple software

PROS & CONS What are the best aspects of this product? You can easily transfer calls to available colleagues. Plus, you can record the calls for training and management purposes. What aspects are problematic or could work better? The software develops glitches sometimes which make it sluggish and slow. What specific problems in your company were solved by this product? We use InContact to provide more efficient and effective service to our clients. Our business has expanded and we can ...

We are able to better organize our call processes

PROS & CONS What are the best aspects of this product? All our departments can use this system, that’s how flexible this tool is. It allows us to rotate our inbound calls among sales team. What aspects are problematic or could work better? Sometimes an outside call that is not from our organization would come through the contact number. Unfortunatelly, its tech support team doesn’t believe us that this is possible and they don’t help us to solve this kind of issue. What specific ...

BUYER BEWARE: They will lure you in with discounts on their contracts, hard sales tactics. Be careful what you sign.

I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie.Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person ...

Provides a good solution/ Used to be much better

We've used InContact since 2001 and while the company has grown and does provide a fairly good solution, their customer service and several of the products they now offer are sub-par compared to our past experience with them. It seems like every time they update something that was working great is now more cumbersome. Overall, I have not been thrilled with them in the last few years.

Friendly ,polite and caring people!!!!!!!

I give them 5 stars. They make you feel at home and understanding.I would recommend them to anyone. Dorothy

Taxes Customers on illegitimate Calls

Beware of InContact especially if you have no knowledge of how it works. First they trick you into thinking that you must purchase your T1 through them. Then they bill you outrage fees on what they call 2 legged calls but only provide you a call record for one of them. Upon asking them to show a trunk report for all calls on your bill they tell you that your more or less out of luck with getting proof of the agent leg. So, the reality is if you wish to audit the calls on an InContact bill ...