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

Adequate For What I use it for

What do you like best? It is easy to operate for what I use it for What do you dislike? It seems to disconnect multiple times throughout my shift, sometimes people cannot hear me or I cannot hear them. Recommendations to others considering the product: None What problems are you solving with the product? What benefits have you realized? Keeping tabs on all contacts and sales leads

Engaging Call Taking Platform

What do you like best? I love the interface of Nice in Contact! In addition to the ease of accepting calls and placing outbound communications- it provides a user friendly view of upcoming tasks, recent interactions, and even a snapshot of your schedule for the day. As a help desk analyst- it keeps my motivated! What do you dislike? I least like the outbound call interface. I feel like the verbiage and placement of the select a skill/ select an agent options are out of place. The dial ...

I use in Contact on hourly basis. It is a very useful reporting tool for me.

What do you like best? inContact provides the ease of reporting. I can pull very granular data to a birds eye view of my team metrics. What do you dislike? I would like to see improvement is searching for a certain report. What problems are you solving with the product? What benefits have you realized? It is a platform that provide better metrics and help you find the trouble area to improve.

Sometime not reliable.

What do you like best? I like the ease of the program, it’s easy to use and change your aux when going form lunch to break or meetings. What do you dislike? If you go over your lunch by 1 second you are logged off by a supervisor. Second thing is when trying to dial out sometimes it doesn’t work. I have to log all the way out and back into nice to place an outbound call. Wish it was easy to check the times you were logged in and out during the week. Recommendations to others ...

Nice InContact is pretty good

What do you like best? the automation of the reports and the amount of information available. Before we started using InContact, We had to run all our reports by hand. It took time and a lot of our work was inefficient. with the help of Max and Nice InContact, most of our reporting is done automatically. We have so much more information ready for us each day, and throughout the day, and it really helps make it easy to see just what's happening and what needs to happen. What do you ...

There were some key differences in what we were told we would get and what we got.

What do you like best? I really like how intuitive the system is and all the education tools available to learn the system. I love studio. I also love the custom reporting in central. I feel like I can get the numbers I need and manipulate in Excel. Reporting is accurate and fast. I also really love the support of a TAM. What do you dislike? The commitment feature is awful.. The commitment goes away after on hour if no available time is offered. That is just unusable! I either need ...

nothing is perfect i suppose.

What do you like best? it is simple and efficient!nothing is perfect i suppose What do you dislike? Sometimes you may experience back to back IT problems but nothing is perfect i suppose. Recommendations to others considering the product: u want something that will work for u not cause problems. What problems are you solving with the product? What benefits have you realized? Reach as many people as possible

Reporting is a dream, but from an agent standpoint, the site is unstable.

What do you like best? The dashboard and reports available are so much better and faster than what we had in the past. What do you dislike? Agents have a high percent of missed SLA's because they attempt to accept calls, and the site doesn't register, is treated as refused. Common fix per NICE IT. Reboot. Which entails a full logout, clearing cache and cookies on the browser. Closing the browser completely, including unrelated tabs, and then reopening and logging in. Agents do this on ...

There should be an option to listen to voicemails, instead of going to auto attendant

What do you like best? Seeing the amount of inbound and outbound calls. What do you dislike? When you have the auto answer off and the phone automatically answers the phone Recommendations to others considering the product: N/a a What problems are you solving with the product? What benefits have you realized? The benefit is being able to see when your coworkers are on the phone, available, out to lunch

Good when good, nightmare when bad.

What do you like best? - The dashboard we've setup means it's very easy for agents to see any relevant information in real-time - back before he got moved, our TAM Kurt was a good guy and did try to work his best within the boundaries he had. What do you dislike? - Every now and again you must clear cookies/cache to login. - They changed the login screen so the email is on one screen and password is on another. This makes systems such as Lastpass less automated. - Really ...