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

Best CX Platform on the Market

We recently signed our 2nd 3-year contract with Nice-InContact. The 2nd implementation was just as smooth as the 1st (migrated to Userhub vs. Central). After vetting other ACD technologies on the market, we decided to stay with InContact for a number of reasons, including:- Agent Experience: The MAX softphone is intuitive... really easy to use.- Data Security/Locks: I can lock down data views within the system to specific team or campaigns. This is a tremendous advantage for a BPO.- Custom ...

Highly Customizable Solution

PROS & CONS What are the best aspects of this product? A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable up time. What aspects are problematic or could work better? Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration. What ...

Great Product, Easy to use.

PROS & CONS What are the best aspects of this product? The ease of use is the best part of the product. It is very simple to use, especially from an agent perspective, which allows training of the platform to be pretty quick. What aspects are problematic or could work better? There are times where the system has maintenance which disrupts the platform. There are also times (rarely) where the platform goes down. What features/services would you like to see in future versions of this ...

This product is very good

This product is very good

Great platform for managing clients data.

This is great product that helps businesses in making the right decision. It organizes client data that we use to conduct our potential customers during marketing campaigns. It also give our clients proper insights on our products and services.

Great company with a better mindset…

Great company with a better mindset people

Great and amazing software to use.

Great and amazing software to use.. I love it.

It glitches alot

It glitches alot. Sometimes my agent doesnt pull up and sometimes my chats dont come through.

NICE In-Contact User

PROS & CONS What are the best aspects of this product? This product was choosen due to it's scalbility. Once purchased we found a stable platform, our service deliver SLAs were restored, real-time visability (which we did not have prior), and an excellent call back feature. The WFM tool is simple yet the results are spot on. What aspects are problematic or could work better? We sometimes struggle on troubleshooting any problems that we come across. It can be frustrating to open up a ...

Easy to use!

PROS & CONS What are the best aspects of this product? The platform is very easy to use for all groups (Operations, Quality, Training, WFM, etc). What aspects are problematic or could work better? Training is only offered in the US. Considering support is located offshore, we are hoping training should be made available to these locations as well. What features/services would you like to see in future versions of this product? That clients can create their own email domains for email ...