--- title: "NiCE CXone Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of NiCE CXone. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if NiCE CXone is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Call Center Software](https://www.softwareadvice.com/call-center/) / [NiCE CXone](https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/) / NiCE CXone Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/alternatives/) # NiCE CXone User Reviews ## Reviews summary - Overall rating: 4.2/5 - Total reviews: 581 ### Secondary ratings - Ease of use: 4.2/5 - Customer support: 4.0/5 - Value for money: 4.1/5 - Functionality: 4.1/5 ### Rating distribution - 5 stars: 272 reviews (47%) - 4 stars: 206 reviews (35%) - 3 stars: 70 reviews (12%) - 2 stars: 19 reviews (3%) - 1 star: 14 reviews (2%) ### Most mentioned pros - The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics. - It significantly simplifies handling multichannel interactions—voice, chat, email—within a single dashboard. - I always like the ability of going back and listening to any call if need be. ### Most mentioned cons - RTA and reporting functions are so basic and universal that it’s unacceptable when they don’t work. - Some of the reporting sometimes seems "off" or makes supervisors question if we're understanding how the parameters are defined. - There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. ## NiCE CXone customer reviews Showing reviews 1-25 of 581 (page 1). ### Still a fan - Overall rating: 4/5 - Reviewer: DeSean T. - Verified reviewer: Yes - Industry: Design - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I still believe its a bonus for any company. Despite a few challenges, this system is still an all around win #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of use, makes daily task easier. The ability to navigate systems, decreases work time. Ability to finish task in a timely manner #### Cons Some times it seems complex. Would prefer multiple screen acces. Give the ability to work on several projects at once --- ### NICE CXone Product Review - Overall rating: 4/5 - Reviewer: Sergio M. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 4/5 #### Pros The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics. Our TAM's have provided exceptional service and do a great job following up on open items. #### Cons The technical support team. They sometimes fail to understand the issues, and I find myself repeating myself to several points of contact. Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented. #### Reasons for switching to NiCE CXone I wasn't around at that time with the company; however, they were seeking more options in the product suite. --- ### Have been using NICE inContact since 2009 - Overall rating: 5/5 - Reviewer: Warren J. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2020 - Review source details: This review was submitted organically. No incentive was offered My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help. #### Cons In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level. #### Reasons for choosing NiCE CXone It was hands down a better solution than Siebel. Back then UCN then inContact and now NICE inContact was willing to help out in any way they could. When we first started we needed more languages than what they initially offered and they went out of their way to add those languages to their platform. #### Reasons for switching to NiCE CXone Siebel was problematic and not user friendly. As an end user I hated it. --- ### Great Business Partner - Overall rating: 4/5 - Reviewer: Sarah P. - Verified reviewer: Yes - Industry: Financial Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Good experience, everyone we've worked with has been helpful. It's the knowledge base that seems to cause confusion and/or new product features that don't work as expected. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Leading edge of contact center technology #### Cons Lack of support and training and downtime due to issues. #### Reasons for choosing NiCE CXone I'm not sure, I wasn't a part of that discussion. #### Reasons for switching to NiCE CXone Technology was no longer supported by Cisco --- ### Efficient and easy to use system - Overall rating: 5/5 - Reviewer: Carli N. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: April 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with CXone Mpower is very positive. We use it along with Salesforce and they go great hand in hand. It was a little bit of a learning curve but now that it's fully implemented we have no issues. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like most about CXone Mpower is it never lags and is always efficient to use. I always like the ability of going back and listening to any call if need be. #### Cons What I like least about CXone Mpower is that when I receive an email I have to respond and disposition the email asap before I can get any new inbound calls. It will hold the calls in the queue which upsets customers. --- ### Efficient, Scalable, and Easy to Manage - Overall rating: 5/5 - Reviewer: vignesh k. - Verified reviewer: Yes - Industry: Outsourcing/ Offshoring - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered As an admin, my overall experience with CXone has been very positive. The platform offers a robust set of tools for managing users, skills, routing, and reporting. The Admin interface is user-friendly once you get past the initial learning curve. I especially appreciate the flexibility in configuring call flows and IVRs using Studio. CXone also provides solid documentation and responsive support when needed. It’s a reliable platform for managing large-scale contact center operations #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Unified agent interface. It significantly simplifies handling multichannel interactions—voice, chat, email—within a single dashboard. The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance and optimize operations efficiently. It also integrates well with our existing CRM, improving both agent productivity and customer satisfaction. #### Cons Honestly zero Dislike for this product, I love this product, Adding More AI Capabilities in reporting using AI will be more helpful #### Vendor response Thank you for your review. We are happy to hear that you love CXone Mpower and find it a reliable platform for managing large-scale contact center operations! Replied May 2025 --- ### Great customer service! - Overall rating: 5/5 - Reviewer: Cara P. - Verified reviewer: Yes - Industry: Civic & Social Organization - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It's been great. The applications are reliable, it's so helpful to see agent activity in real time but also see historical trends, and the technology is intuitive. The customer service has been great. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Really like that it's an integrated platform that's easily scalable. We're in the process of adding more applications and the team at NICE has been incredible. They listened to our needs and didn't try to over-sell. They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel. #### Cons Some of the reporting sometimes seems "off" or makes supervisors question if we're understanding how the parameters are defined. Better training on reporting for supervisors would be great. #### Vendor response We appreciate the 10/10 review! We also appreciate the feedback on the training needed for reporting, and we will share this with our customer support team. Thank you for taking the time to recommend NICE CXone Mpower! Replied May 2025 --- ### 3 years daily review - Overall rating: 5/5 - Reviewer: Ahmed A. - Verified reviewer: Yes - Industry: Computer Software - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Reliable for daily use Reliable reporting system Feature to create/generate your own reports #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Reliable for IT Service Desk Supervisor monitoring and actioning features Setting proficiency for analysts #### Cons Forbidden error must clear cache to be able to reach the site Rare glitches that you have to refresh the page --- ### NICE is nice! - Overall rating: 5/5 - Reviewer: Nila K. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: June 2025 - Review source details: This review was submitted organically. No incentive was offered My overall experience with NICE is great! I enjoy using it on a daily basis . Makes employees jobs much easier #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of use very upset friendly, and simple system to work with. I enjoy working with this system it is great #### Cons Nothing NICE is a great system to use for efficiency and monitoring . Also great to work with calls both answering and making calls --- ### Nice CX one review - Overall rating: 5/5 - Reviewer: Lauren R. - Verified reviewer: Yes - Industry: Retail - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I would say that your service/support has been great-- fast and correct. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I am not familiar with what appears to be the new branding of Mpower, however I like overall the ease of workflow, you guys thought of everything. #### Cons I seem to have the most issues with reporting, I think it's inconsistant and hard to get to. The automated reports don't match custom reports when I run the same data. #### Vendor response Thank you for taking the time to review NICE CXone! We are so glad to hear you are happy with the overall ease of the workflow and with your service/support when help is needed. Replied January 2025 --- ### Needs more improvement - Overall rating: 4/5 - Reviewer: Laila S. - Verified reviewer: Yes - Industry: Banking - Company size: 501-1000 employees - Product usage: Used daily for less than 6 months - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. fix the overall bugs. i find it to be a good software tool but it should be able to differentiate whether it is a voicemail or an actual person picking up the phone and not disconnect right away. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros easy to use, user friendly interface. wish it had more options in terms of ringer tones and color features. #### Cons laggy. sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail. --- ### CXone Mpower, no dark mode - Overall rating: 5/5 - Reviewer: William O. - Verified reviewer: Yes - Industry: Retail - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: January 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of use. Integrates well with our systems. #### Cons No Dark mode. I find my eye strain increases looking at the 'bright' screen all day long. --- ### NICE CXone is Super Flexible - Overall rating: 5/5 - Reviewer: James H. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive and provides options to our questions. Shout out to [sensitive content hidden]! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance. #### Cons It's on the expensive side. However, you get what you pay for, so the value is certainly there. #### Reasons for choosing NiCE CXone NICE CXone has been a good partner and provides us with support and options when needed. Some of these other products aren't as robust. --- ### USERHUB Review - RentPath - Overall rating: 5/5 - Reviewer: BRANDON W. - Verified reviewer: Yes - Industry: Internet - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2019 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time. #### Cons As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column. #### Vendor response Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams. Replied October 2019 --- ### Omnichannel, Multi-site, International Contact Center - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Hospitality - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.). #### Ratings breakdown - Ease of use: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform. #### Cons We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to. Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication. Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system. #### Vendor response Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams. Replied November 2019 --- ### Nice Interface - Overall rating: 5/5 - Reviewer: Shanice P. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2022 - Review source details: This review was submitted organically. No incentive was offered I loved the app it helped my agents perform their jobs more efficiently #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I love how i was able to control the information uploaded into the software for employees to manage. #### Cons The setup process is not easy if your not knowledgeable of the content and or company your using the software for --- ### CXOne reminds me of a shiny, sleek, sports car powered by a go-cart engine. - Overall rating: 4/5 - Reviewer: Clinton C. - Verified reviewer: Yes - Industry: Financial Services - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2021 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It was much better several years ago but with every recent "upgrade" it has gotten worse. Latency is extreme to the point that all managers within our Contact Center have pleaded with our technology department to be removed from Single Sign On which we were only granted several weeks. As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our computers, etc. The ACD screen freezes consistently and we are DAILY reaching out to our WFM team and asking them to move agents in and out of skills due to our timeouts and latency. These are truly daily occurrences and not the ramblings of a disgruntled user that is inconvenienced on an occasional basis. #### Ratings breakdown - Ease of use: 1/5 - Functionality: 2/5 #### Pros The Dashboards are easy to configure and provide a nice view that you can tailor to both your department and/or individual needs. #### Cons As mentioned above, the Dashboards are very nice but I am often 2-3 minutes behind from a "real-time" view. Additionally, the most basic enhancements seem near impossible to consider as I'm regularly told "the system wasn't built that way". The Real Time Adherence view is a great example of this as I'll be monitoring 50 agents with an additional 10-15 that aren't even in a working state (in some case, even employees that do NOT work within the Contact Center). Basically, I'm looking at a bunch of "white noise" on the RTA screen instead of agents solely within my department. The issues may very well be concerns with my employer's technology team but since they are the ones in direct discussion with inContact, I just have to go by what they are saying. --- ### NICE inContact might be a great for you, but it isn't right for me - Overall rating: 3/5 - Reviewer: Mike B. - Verified reviewer: Yes - Industry: Higher Education - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features. #### Cons It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market. --- ### The pros and cons of Nice CXone - Overall rating: 5/5 - Reviewer: Gary S. - Verified reviewer: Yes - Industry: Insurance - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The full suite of features and the constant innovation by Nice are incredible. The platform is very user friendly and I find the UX design to be very intuitive. #### Cons Tech Support lacks experience to address issues in a timely manner. Quite often they need to defer to back office, "non-customer facing" teams that slows response and resolution time, occasionally by weeks. #### Reasons for choosing NiCE CXone Because they are a leader in the industry and we have been with them for over 10 years. #### Vendor response Thank you for being a long time customer! We appreciate your feedback and will share your need for improved tech support with our customer and support teams. Replied May 2025 --- ### Excellent solution for client engagement - Overall rating: 5/5 - Reviewer: Joan J. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: January 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The experience with CXone to date has been amazing. Our team is really satisfied with the way it works, the opportunities of extended configuration it offers, and the visibility in reporting and dashboards, that they can now use to make better decisions. This is a must have for businesses with high call volumes. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Our experience has been amazing to date. Our team now have visibility of what each one is working on, the system automation has helped them be far more efficient, and the client experience has been enhanced because of it. #### Cons We don't have negative feedback on CXone to date. Our call center didn't have a tool like this when they first started, and even the more experienced members of the team feel we've gone from 0 to 60 with this implementation. --- ### Terrible Onboarding Experience - Overall rating: 3/5 - Reviewer: Miles D. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 2/5 - Customer support: 1/5 - Functionality: 2/5 #### Pros Up time is good, WFM integration with the basic telephony is nice. #### Cons The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us. #### Reasons for choosing NiCE CXone More features and functionality #### Reasons for switching to NiCE CXone More features and functionality. #### Vendor response Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at corporatecommunications@niceincontact.com. Thanks so much for your feedback. Replied April 2020 --- ### Very efficient and smooth communicator - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Financial Services - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: November 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall experience is very good and very efficient product. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The tool is very smooth to handle the calls. We use Nice inContact tool for the inter organization communication and technical support purpose calls. Very helpful for the easy calling. #### Cons The Graphical user interface is the least thing which I like about this software. --- ### Stuff [sensitive content hidden] Thinks - Overall rating: 5/5 - Reviewer: James B. - Verified reviewer: Yes - Industry: Hospitality - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Pretty darn good, there are dark spot also, but in general good. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros The ability to do whatever I think of, I can do #### Cons Troubleshooting the "Carrier Services" is not what I would call "stellar" #### Reasons for choosing NiCE CXone It was chosen before I started, so Not applicable --- ### NICE inContact for Call Center Management - Overall rating: 5/5 - Reviewer: Anallyn T. - Verified reviewer: Yes - Industry: Banking - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: November 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :). #### Ratings breakdown - Ease of use: 5/5 - Functionality: 4/5 #### Pros Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities. 1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization. 2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls. 3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates. 4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on. #### Cons Some of the thing s I least like with the software are. 1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. 2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded. #### Reasons for switching to NiCE CXone It seemed like our organization was due to move platforms and one of them is NICE inContact. --- ### InContact it has it all - Overall rating: 4/5 - Reviewer: David M. - Verified reviewer: Yes - Industry: Sporting Goods - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I really like the option to I can change the IVR on the fly which is important with our software if it goes down we can notify the customer very quickly which helps drive calls down. I also like the reporting that it can produce. #### Cons I think as a company they should give each of their customer 2 hours of technical time because I would like to switch up my IVR but there are some situations where it to technical for me. Also it is expensive for smaller companies to get all the option the InContact brings. #### Reasons for switching to NiCE CXone More Functionality #### Vendor response David, thanks so much for your feedback. We encourage you to provide these suggestions on our customer community portal. They will be taken into consideration if other customers have a similar need as yours. Replied July 2020 ## More reviews [Next reviews](https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/reviews/?page=2) --- NiCE CXone Reviews, Pros and Cons - 2026 Software Advice