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

There are stability issues

PROS & CONS What are the best aspects of this product? InContact offers a flexible developer console that enables you to do a lot with your telephony scripts. Plus, their API is quite powerful. What aspects are problematic or could work better? There are stability issues with the software. Plus, the customer support is not the best as they leave you to fend for yourself. The company is not keeping up the times and has not adopted innovation and new technologies. What specific problems ...

InContact more than useful

PROS & CONS What are the best aspects of this product? There are quite a few things that I like about this product, there is the ease at which it integrates with other products. The product support and it is very user friendly. What aspects are problematic or could work better? The agent data does not seem accurate or it is properly explained. Based upon real activities the data provided is not reflecting what happened. What features/services would you like to see in future versions of ...

Customer Experience with Lasting Relationship

NICE - inContact takes your CXone platform to the next desired revenue level with the right applications and partners. It is the world's largest community of companies, collectively dedicated to improving customer and employee experiences, while exploring integrating systems, AI, and Analytics to increase Returns on Investments and Retention.

My experience with NICE inContact has…

My experience with NICE inContact has been positive. In the 2 years I have used CXone and worked with NICE, I have seen great growth and positive changes in their process and tools. I enjoy the members of the NICE team who I work with and receive exemplary service from our company's assigned TAM. CXone is ever evolving and I have enjoyed seeing the improvement of products used by our team.

Can seem piecemealed at times, but overall very good

What do you like best? All settings and changes that need to be made can be done so in one place. What do you dislike? The Help Center. Unless you use the exact wording that they do in terms of different things, the help center will return no results. Thankfully they have added the community section as of late as I have found more helpful information there. Recommendations to others considering the product: Do extensive research on the vendors used and try to get a demo before ...

Good value for money in some cases

The ability to listen, coach or transfer calls. Tasks are easy to perform most of the time. It is also nice to be able to pull both calls and chats at a later date. Sometimes you automatically get logged out and you have to start things from beginning again. The UI is easy to use but isn't very smooth. It gives out good value for money but in most cases you feel it isn't.

Its great, never any issues.

What do you like best? Its easy to use, not complicated. It also easy to understand. A great way to get incontact with people. Id would much rather use NICE inContact than to use an actual phone. Whenever there is an issue they dont take minutes, hours, days to get to it and fix it. They are always hands on and get to the job very quickly and its very appreciated. If there's something wrong they get to it ASAP. What do you dislike? Honestly I cant think of anything that i dislike. Its ...

Intuitive Experience

What do you like best? I like the ability to listen, coach, barge or transfer calls. This is easy to do and quick! I have found that I am able to be more efficient by completing required actions smoothly and quickly while using NICE inContact. It is also nice to be able to pull both calls and chats at a later date. This is especially useful for recanting conversations for the benefit of myself (a supervisor), for agent praise or reprimand, as well as for quality assurance analysis. What ...

Daily Experience

What do you like best? I like the multi person communication, including warm and cold transfer along with three way calling has made my daily goal easier to achieve. I use Nice throughout my entire day making and receiving calls so it is an important part of my everyday. I appreciate the quickness as wells as the labeled unavailable options that keep a clear communication between my superiors and myself at a simple glance. What do you dislike? N/A. There is nothing that I have to ...

Friendly user, not hard to get use to also i would recommended to all companies looking be better

What do you like best? how i can track my metrics, on rea time. also the way to transfer the call to another departments and how you can look a person by the group we are divided, What do you dislike? sometimes incoming calls are not hang up properly, it is like you are finishing one call and the customer hungs up but you still have the other call so that it can affect your performance as an agent Recommendations to others considering the product: bunch of reason, the most ...