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

Pretty poor system with endless limitations

PROS & CONS What are the best aspects of this product? Visibility to agents working and IVR functionality is about the only consistent modules that have worked. What aspects are problematic or could work better? Calls being recorded consistently, less outages or compensation for the numerous outages that there are, timely responses from inContact team when there are urgent escalations, resolutions, etc. What features/services would you like to see in future versions of this product? ...

NICE inContact

PROS & CONS What are the best aspects of this product? This product overall is very easy to use and is user friendly. What aspects are problematic or could work better? It can be very slow and have a delayed reaction. I feel I work faster than the system and it cannot keep up. What features/services would you like to see in future versions of this product? Not have a delay and work as quickly as I do. What specific problems in your company were solved by this product? Able to ...

Useful and very feature rich but could always be better

PROS & CONS What are the best aspects of this product? Easy to setup and install. Works well once it's on the PC What aspects are problematic or could work better? The licensing for the software could be easier to transfer between computers. What features/services would you like to see in future versions of this product? Easier to unlink a license from a PC What specific problems in your company were solved by this product? We use this for all our advocates calling customers Are ...

Great seamless experience!

PROS & CONS What are the best aspects of this product? Seamless experience and user friendly interface helps work easily. Loved the inTouch product which is no longer in use. What aspects are problematic or could work better? When using the Central page to make changes for agents/skill proficiency we are able to view only 10 agent names at a time. This should be increased. The dashboard used to view calls, agent names etc can be redesigned to change module size and font size - currently ...

The experience has been great.

PROS & CONS What are the best aspects of this product? The best aspects of the product is the RoboDialier, as we can automatically update our customers regarding any issues with their packages. What aspects are problematic or could work better? The issue of removing an agent is very problematic, also supervisory controls definitely need improvement. What features/services would you like to see in future versions of this product? Adding more control over calls and agent statuses for ...

Challenging to work with.

PROS & CONS What are the best aspects of this product? There are a lot of features that are offered to us on a client level. What aspects are problematic or could work better? The product works fine, it is the service and communication level between the client and the company that needs improvement. What features/services would you like to see in future versions of this product? Automation on several features. We were billed on several occasions for features that should be basically ...

Solid!

PROS & CONS What are the best aspects of this product? No on premise installations except a browser plugin for Salesforce.com connectivity. Robust IVR capabilities. Rock solid performance (three years no outage) What aspects are problematic or could work better? Report writing is a bit funky would rather use Power BI or other tools. What features/services would you like to see in future versions of this product? Would like more advanced features like caller volume alerts, key phrase ...

Easy to use, Great Support!

PROS & CONS What are the best aspects of this product? CXOne is easy to deploy and maintain. The MAX Softphone agent is perfect and allowed our call center to move to an all remote situation quickly when we were forced to close parts of our office due to COVID-19. What aspects are problematic or could work better? The IEX WFM tool is hands down a winner when it comes to forecasting and scheduling, however the UI is dated and the reporting has a lot to be desired. What features/services ...

This company did not honor requests to…

This company did not honor requests to stop emailing and calling me. I finally gave up and asked them 'what makes your product different?' before referring them to my lawyer in yet another call. The answer I received was 'it improves customer service.' This is clearly a hard sell joke product.

This product is very good.This product…

This product is very good.This product is very good.This product is very good.This product is very good