--- 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. - It also integrates well with our existing CRM, improving both agent productivity and customer satisfaction. ### 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 --- ### 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. --- ### 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. --- ### Constant Service Issues, Terrible Customer Support - Overall rating: 2/5 - Reviewer: Steven S. - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: October 2016 - Review source details: This review was submitted organically. No incentive was offered While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes. The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault. For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility. The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid. The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service. As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 2/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting. #### Cons - Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services --- ### 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. --- ### 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. --- ### One Stop Solution - Overall rating: 4/5 - Reviewer: Vipul J. - Verified reviewer: Yes - Industry: Financial Services - Company size: 10000+ 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. Worth trying if you are looking for a contact center solution to manage your all needs. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros User friendly with advance features including planning, managing real times queues, quality management etc. #### Cons having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background --- ### NICE for Me - Overall rating: 5/5 - Reviewer: Kenneth I. - Verified reviewer: Yes - Industry: Financial Services - Company size: 501-1000 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. I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service. #### Cons Not much, but I would like to see additional training on areas like Studio. #### Reasons for choosing NiCE CXone From the demo we had, I saw that it was a more viable and resourceful program for our business needs. I was also familar to teyh support we get from CXone and they always took ownership of any issue. #### Reasons for switching to NiCE CXone CXone had more features and ease with many on the areas in WFM, Studio and UserHib. --- ### Incontact has features but requires commitment of time and learning - Overall rating: 4/5 - Reviewer: Rob H. - Verified reviewer: Yes - Industry: Retail - Company size: 501-1000 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. We had a VERY rocky start. I believe that most of the issues were with our implementation manager. I have mostly re-written and fixed the studio scripts and eliminated most of the routing issues. I do very much like the universal availability of Soft phone to be used from anywhere and that you can use it with most browsers and operating systems. The auto dialer is definitely the best program in the product. List penetration and reporting make it easy to reach more patients/clients with no lag/delay between reaching the person and speaking with them. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The available features are great. Hands down, the best auto dialer I have experienced but the set up and testing will take several weeks to tweak to your preference. Logging in from anywhere is very beneficial. Always updated to make the product new and innovative. All-in-one products available. One stop shop for QR, WFM, softphone and Forecasting. Although the program requires a lot of troubleshooting and upkeep, I will admit that it does not go all the way down very often. #### Cons Implementation fees for anything you want to do. For something as simple as SMS response to advance chat. There are costs and fees for everything down to the nickel and dime. This caused us to develop our own server to store calls (due to storage costs), our QR program is 3rd party and our chat program now. We started with Uptivity which is being discontinued 12/31/2019. The new program they suggested was a very large increase in price. So we went with separate company for our QR needs. Turn around is very slow for add-ons and requested changes/features. I highly recommend a well versed main contact with knowledge in building programs, telephony/studio, and user access/security to be a go to person. This will save you time and money in the long run. A program that is always being tweaked requires several updates. The updates can take away from business and cause errors/issues for several users. I typically set my week aside whenever a new release is upcoming so that I can help troubleshoot. #### Reasons for choosing NiCE CXone Our decision was based mostly on the "all-in-one" package with everything in one place. Unfortunately that didn't pan out for us but the auto dialer has been excellent for our purposes. #### Reasons for switching to NiCE CXone Aspect went bankrupt #### Vendor response Thank you for the detailed review, Rob! We are always striving to improve and will make sure to pass along your comments to our development team. We are happy to hear the auto dialer is working well. Replied November 2019 --- ### 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. --- ### Incontact is innovation - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2019 - 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: 4/5 - Functionality: 4/5 #### Pros I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business. #### Cons I'd love to be able to house our communications with agents in the software. #### Vendor response Hello and thank you for taking time to post your review and for sharing the good results you are getting to support your business goals. We¿ll pass your suggestion along to our product development team. You may also want to check out a new feature in our Customer Community to submit product ideas that the entire community can vote on. We now have over 850 customers involved. If you haven't joined, you'll want to get started. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com. Again, thank you for taking the time to give us your feedback. We look forward to innovating together! Replied March 2019 ## 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