--- 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: 582 ### 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: 273 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 - Some of the reporting sometimes seems "off" or makes supervisors question if we're understanding how the parameters are defined. - They sometimes fail to understand the issues, and I find myself repeating myself to several points of contact. - Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings. ## NiCE CXone customer reviews Showing reviews 1-25 of 582 (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 --- ### NICE customer advocacy - Overall rating: 4/5 - Reviewer: Teresa P. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 51-200 employees - Product usage: Used monthly for less than 6 months - 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. As part of the technical group, I find it easy to use and understand. I also find it easy to troubleshoot when there are problems. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like that it is user friendly. reliable and that the platform is easily scalable. #### Cons It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of features. --- ### 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. --- ### My experiance as a team lead with NICE CXone - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Telecommunications - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. As a totally remote operation, It prove to be an invaluable tool and was easy to monitor and grade our representatives' performance. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros My personal experience is on the pros:Comprehensive features: CXone offers a wide range of tools, such as routing, workforce management, and analytics, which have improved our team's productivity and efficiency.Scalability: CXone can easily accommodate our growing business needs, allowing us to expand our operations without worrying about infrastructure limitations.Cloud-based accessibility: The platform's cloud-based nature enables us to manage our contact center remotely and allows agents to work from anywhere, providing flexibility and uninterrupted customer support. #### Cons Learning curve: Due to its extensive feature set, CXone may require some time and training for new users to fully grasp its capabilities. Proper onboarding and support are important for a smooth transition.Cost considerations: CXone's pricing may be a concern for businesses with limited budgets. It's crucial to carefully evaluate the costs and benefits to ensure it aligns with our financial goals.Customization limitations: While CXone offers a solid foundation, there may be limitations in terms of customizing the platform to fit our specific business requirements. We should assess whether it can meet our unique needs.Also it wort to mention that we presented some failures on a daily basis and the support was not the best. #### Reasons for choosing NiCE CXone Cost and personalization --- ### Nonprofit that Highly Recommends NICE InContact - Overall rating: 5/5 - Reviewer: Amy A. - Verified reviewer: Yes - Industry: Information Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features. #### Cons Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix. --- ### I can't use this - Overall rating: 1/5 - Reviewer: Adam K. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: August 2023 - Review source details: This review was submitted organically. No incentive was offered I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 2/5 - Customer support: 2/5 - Functionality: 2/5 #### Pros Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA). #### Cons You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. 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. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own. #### Reasons for choosing NiCE CXone All in one solution. #### Reasons for switching to NiCE CXone All in one solution. --- ### Review of NICE inContact May 2020 - Overall rating: 4/5 - Reviewer: Shelli B. - Verified reviewer: Yes - Industry: Computer Software - Company size: 1001-5000 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. Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how we can integrate with Salesforce and Service Now #### Ratings breakdown - Ease of use: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Easy to get going in Studio and training for Agents to use MAX or the Salesforce AgentConsole. Basic scripting tasks are easy to do. Complex tasks have been achievable with the help of PSOD where most techs are amazingly helpful and brilliant! The help pages are ok, provide basic info. #### Cons 1. API Documentation is terrible. Hitting F1 on a Studio action for an API returns 'file not found' - there is no documentation on the API. Going into the developer console and looking at the APIs, also lacking info. Date fields provide the ISO regulation, examples would be extremely helpful. 2. In Central, most of the UI is too small to see the full names. Sometimes hovering over each name shows the name, but when looking at a list of 20 per page of POCs or skills the name field is too short to show the full name. There is plenty of white space where the names could be given more spaces. 3. Reporting a defect to tech support (opening a case) requires three or four meetings where I share my screen and reproduce the error again and again. It would be nice if they could use the original video and data to investigate. If they need additional config info, it would be good to ask for it. 4. Reporting call quality issues also requires much going back and forth, even when I've provided data from a quality testing vendor (Spearline). Would be ideal to be able to work with inContact to create a streamlined process where I report the issue, backed with data, and inContact uses the data as leverage with the carrier as proof of quality issues. #### Vendor response Shelli, thank you for your feedback. We want to help you with some of the issues you've outlined in your comments. Could you please reach out to us at corporatecommunications@niceincontact .com? Thank you. Replied July 2020 --- ### Overall a good product - Overall rating: 4/5 - Reviewer: Lindsay G. - Verified reviewer: Yes - Industry: Civic & Social Organization - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2019 - 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'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above) Aside from that issue, I've been very happy. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros It's relatively simple to train my staff on how to use it. Most features are user friendly. The layout looks good and is functional. it's reliable and consistent. I cannot recall the software crashing or having issues that impacted our ability to help clients at any time. This is a lot more than I can say for other software programs we use. I feel like I'm kept informed of upcoming maintenance or issues and expected resolution time frames. #### Cons When I think about what I dislike about InContact, only one thing comes to mind. I have tried to find a way to pull an accurate report on abandoned calls. There used to be an abandon rate compliance report, but that is gone. So, I used the Skill Performance report. But the numbers seemed wrong. So I pull Contact History, and select for abandons to show. And on the particular dates I was looking at, the numbers were so very different. Skill Performance showed something like 80 abandons, which would be grossly high. Contact History showed something like 5 abandons. This number seemed low. I still don't know which, if either, report is correct and why they would be so different. I called for help and the representative couldn't really tell me why the difference of which was correct. So I went to my internal IT person, who also didn't know. So this is only one issue, but it is SO frustrating. I also cannot figure out how to find pre-que abandons and nobody has been able to help me with that either. #### Vendor response Thank you Lindsay. We're glad to hear about your positive experiences as well as your challenges with reporting. We will pass your comments along to the support team. Replied January 2020 --- ### Best in class service in encryption, audit and workforce management ! - Overall rating: 5/5 - Reviewer: Alfred X. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - 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. It is a day to day use tool, which definitely has a lot to offer and has suffered close to nothing as downtime. The UI is great to use and has a great level of encryption and live tracking to offer. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros - Easy to access, the UI is simple and limitive. - Has categorized view access based on hierarchy. - Can easily manage each and every employee's skills and categorize properly. - Is able to give live stats and reports 24x7. #### Cons - If the reporting and live statuses can be modified or manipulated by users to generate a specific report. - More interactive dashboards that show filtered data for each element that could be important. --- ### User friendly support center platform - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We've been using Nice CXone for last few years and the overall experience is generally positive. The software contains all the support center functionality that you need and can be administered easily. The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice #### Ratings breakdown - Ease of use: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros User intuitive application with easy navigation experience for both agents and administrators Length and breadth of reports - inbuilt reports are mostly sufficient. It's easy to create your own custom reports and it does not require any special skill Can be used for inbound and outbound calls Call recordings can be easily saved on the cloud Excellent integration capabilities, we've integrated with Salesforce with good results #### Cons Call clarity when you configure cell phone to receive calls Long drawn process of procuring toll free numbers for some regions Occasional connectivity issues, however it's a thing of past and lot more reliable now --- ### Summary - Overall rating: 4/5 - Reviewer: Mark J. - Verified reviewer: Yes - Industry: Banking - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - 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. I use Active Contacts on the Pre-Built Reports and it is very sloppy not very accurate shows many call that are not there in reality and have to filter the usable information. the biggest thing I would love to see is a exemption to the timer on turning off. We sue the views in a Command Center on a view that when it times out is a pain to get back , have to log back in and go the to views and adjust them, I would love to be able to turn the timer off. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Ease of use once you get used to it navigation is fairly easy. #### Cons Has glitches and slow to respond at time's , #### Reasons for switching to NiCE CXone Company decsiosn --- ### Great Platform - Overall rating: 5/5 - Reviewer: Anthony N. - Verified reviewer: Yes - Industry: Banking - 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: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of use, reporting stack and the support from the TAMs #### Cons I think QMA could be better regarding plans and reporting. --- ### Improve call center operations to achieve lean management - Overall rating: 5/5 - Reviewer: Mohamed F. - Verified reviewer: Yes - Industry: Banking - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert into a process. We can also see what the team has been doing to keep things under control. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros NICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature. #### Cons Not much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams. --- ### Precise Call Management - Overall rating: 5/5 - Reviewer: Heather M. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: February 2023 - 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 was great. They have great call recordings, great audio, and most of all you can manage your schedule by yourself. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I really liked the feature where we can find our call recordings and timestamps of our activities throughout our shift. It helps agents to keep track of their individual schedules. #### Cons It's the call toggling for me. Since all agents are queued according to who was available first, agents can toggle to have their queue go down and be at the bottom. #### Reasons for switching to NiCE CXone Price wise --- ### Great Service - Overall rating: 5/5 - Reviewer: Audrey M. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 5001-10000 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. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 4/5 #### Pros Ease of use! Recording all calls after an easy login #### Cons We don’t really have issues until a power outage occurs but that is no fault of NICE CXone --- ### NICE inContact makes working easy - Overall rating: 5/5 - Reviewer: Anthony C. - Verified reviewer: Yes - Industry: Insurance - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like about Nice inContact is that the software includes many features. This means I can do a lot of things in one single place. I use it everyday while working for calling, call routing, call scheduling, call managing, logging work hours, writing notes, and it also helps the team work together because you can see the status of all your team members. #### Cons What like least about this software is that the visual customization is very limited. You only get a few options when it comes to visual customization. ## 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