--- title: "NiCE CXone Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about NiCE CXone Software - reviews, pricing plans, popular comparisons to other Call Center products and more." source_url: "https://www.capterra.com/p/134775/inContact-Call-Center-Software/" page_type: "product" language: "en" --- # NiCE CXone Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) NiCE CXone ## What is NiCE CXone? NiCE is a cloud-based platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media. ## What is NiCE CXone used for? [Call Center](https://www.capterra.com/call-center-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Contact Center](https://www.capterra.com/contact-center-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 581 user reviews Reviews sentiment Positive 82% Neutral 12% Negative 6% Pros & cons Intuitive and accessible platform Comprehensive customizable feature set Frequent glitches and instability Lag and slow response times Starting price $110 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... - Customer Service / 2026 - Predictive Dialer / 2026 - Call Recording / 2025 - Contact Center / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for NiCE CXone?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.nice.com&name=NiCE CXone) Rating Breakdown 4.2 +− Features4.1 Value for Money4.1 Ease of Use4.2 Customer Service4.0 Rating Breakdown 4.2 Features4.1 Value for Money4.1 Ease of Use4.2 Customer Service4.0 ## NiCE CXone Reviewers Verdict Updated August 2026 AI summary - NiCE CXone is well suited to organizations needing a unified platform for managing customer service and contact center operations. - Reviewers are positive about its user-friendly interface, supportive team management tools, and responsive customer support. - It helps teams handle high call volumes, organize workflows, and monitor agent and service quality efficiently. - Buyers may need to accept some trade-offs with reporting consistency, occasional connection issues, and periodic performance slowdowns. - It fits best for teams prioritizing ease of use and centralized management, but may not satisfy those needing advanced reporting or absolute reliability. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### NiCE CXone 4.2 (581) VS. [4.7 (885)](https://www.capterra.com/p/169627/RingOver/reviews/) Starting Price $110 Per User, Per Month Starting Price $29 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.2 (580) Ease Of Use 4.8 (117) Value For Money 4.1 (419) Value For Money 4.5 (117) Customer Service 4.0 (482) Customer Service 4.6 (117) ## NiCE CXone alternatives [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.2 (1,003)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars Highest Rated [Sobot Nexus](https://www.capterra.com/p/10025756/Sobot/) [4.9 (117)](https://www.capterra.com/p/10025756/Sobot/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/10025756/Sobot/) [View all alternatives](https://www.capterra.com/p/134775/inContact-Call-Center-Software/alternatives/) ## FAQs about NiCE CXone Overview ### What problems does NiCE CXone solve? NiCE CXone solves fragmented contact center operations by unifying call, chat, email, routing, quality management, analytics, reporting, and scheduling in one web-based platform. It helps agents, supervisors, QA teams, and workforce managers reduce manual call reviews, improve forecasting, monitor live performance, streamline transfers, and support remote, multi-site teams. Answer based on 342 reviews Overview ### Which roles and teams benefit most from NiCE CXone? NiCE CXone is most used by customer service agents, account managers, and support teams that handle high volumes of inbound and outbound interactions. Supervisors, workforce managers, trainers, and quality analysts use it to monitor performance, schedule staffing, coach agents, and improve service consistency, while IT leaders support telephony, integrations, and platform reliability. Answer based on 568 reviews Overview ### What company size and industries is NiCE CXone built for? NiCE CXone is designed for organizations of all sizes, with the strongest fit among enterprises at 43%, followed by small businesses at 30% and midsize businesses at 27%. It is used most in Insurance at 11%, Telecommunications at 8%, and Consumer Services at 7% for voice, digital, and self-service customer experience management. Answer based on 581 reviews Features and Usability ### What are the key features of NiCE CXone? NiCE CXone includes core contact center features like automatic call distribution, IVR, call recording, call monitoring, and omnichannel routing for voice, chat, SMS, and email. Differentiating capabilities include Workforce Management, Quality Management, real-time and historical reporting, Studio scripting for IVR customization, and CRM integrations such as Salesforce. Answer based on 249 reviews Pricing ### How much does it cost and what fees or limitations are included? NiCE CXone starts at $110/user/month for the CXone Omnichannel Agent plan, with Essential, Core, and Complete suites at 135, 169, and 209. A free trial is available. Reviewers describe pricing as high or complicated for smaller teams, citing costly add-ons, storage, SMS support, and implementation services. Answer based on 30 reviews Integrations ### Which third-party tools and platforms does NiCE CXone integrate with? NiCE CXone integrates with Salesforce Platform, Brand Embassy, and LogMeIn Central, with additional catalog connections for Dynamics 365, Microsoft Teams, Bullhorn ATS & CRM, HubSpot Content Hub, and LogMeIn Pro. NiCE CXone supports over 40 integrations across CRM, communications, support, and remote access tools. Answer based on 43 reviews Getting Started and Support ### How easy is it to onboard and train a team on NiCE CXone? NiCE CXone offers in-person training, live online sessions, webinars, videos, and documentation. Reviewers say agents and frontline staff usually onboard quickly because the interface is easy to learn with minimal training. Admins, supervisors, and teams handling reporting, Studio scripting, or deeper configuration often need more time and dedicated support. Answer based on 48 reviews Getting Started and Support ### What customer support options does NiCE CXone offer, and how do users rate the experience? NiCE CXone offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live rep, and chat. Users often describe support as knowledgeable, responsive, and helpful, with strong documentation and quick call handling. However, others report inconsistent follow-up, slow ticket resolution, unclear guidance, and uneven experiences across support tiers. Answer based on 130 reviews Security ### How does NiCE CXone handle data security and access control? NiCE CXone uses encryption, secure calling, live tracking, password retrieval tools, and role and permission controls, with encryption key management also noted for PCI-related needs. It supports safe remote and hybrid work, but some reviewers report password and login issues, credential conflicts, and delays fixing roles and permissions. Answer based on 14 reviews ## Who uses NiCE CXone? Based on Capterra reviews from the past 5 years Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Intuitive and accessible platform 87% positive reviews out of 220 Most users report ease of use, quick learning curve, and accessible configuration for both agents and administrators. Frequent glitches and instability 71% negative reviews out of 68 Most users report recurring bugs, crashes, and unresolved glitches that disrupt productivity and require repeated troubleshooting. Abel A. Agent , 2 - 10 employees. "I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any of the difficulties encountered" Comprehensive customizable feature set 88% positive reviews out of 41 Most reviewers describe features as extensive, customizable, and essential for streamlining workflows and boosting efficiency. Vipul J. Senior Manager Quality, 10,001+ employees. "User friendly with advance features including planning, managing real times queues, quality management etc." Lag and slow response times 76% negative reviews out of 34 Most reviewers find performance and speed problematic, citing frequent lags, slow loading, and time-consuming processes. Seamless system integrations 87% positive reviews out of 30 Most reviewers indicate integrations are straightforward, especially with CRM systems, enhancing workflow and centralizing operations. Persistent connectivity problems 90% negative reviews out of 30 Most users comment on regular connection issues, outages, and disconnections that interrupt work and require frequent restarts. ## Features AI summary Based on 3,823 Call Center reviews Capterra data shows that buyers of call center software rank the following features as their top priorities: - **Call Center Management** (**48%** of reviewers rated this feature as critical) - **Call Logging** (**44%**) - **Call Monitoring** (**43%**) NiCE CXone supports all three of the features reviewers rate highest: **Call Center Management**, **Call Logging**, and **Call Monitoring**. Together, these capabilities help businesses oversee daily call operations, keep accurate records of customer interactions, and review agent performance in real time, allowing teams to improve service quality and handle support more efficiently. Call Center Management 4.5 (85) 68.24% of 85 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Logging 4.5 (40) 52.50% of 40 reviewers that rated this feature as important or highly important Collects essential call data such as call origin, call destination, call length, and other transaction details Call Monitoring 4.5 (47) 65.96% of 47 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Call Recording 4.7 (61) 63.93% of 61 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Reporting/Analytics 4.3 (123) 47.97% of 123 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Contact Management 4.3 (89) 47.19% of 89 reviewers that rated this feature as important or highly important Manage, organize, and store contact information NiCE CXone 124 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Archiving & Retention: Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes - Auto-Dialer: System that automatically dials calls - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automated Scheduling: Automatically create schedules based on business needs or employee availability and qualifications - Automatic Call Distribution: Distribute/route/connect calls - Automatic Outbound Dialer: Dials outbound calls automatically - Autoresponders: Create and automatically send premade copy in response to customer messages - Blended Call Center: A call center that both makes and receives calls - Budgeting/Forecasting: Create budgets based on historical data and future projections - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Disposition: Track and report on call outcomes - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scheduling: Schedule date and time for callbacks/follow-up calls or reminders - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tagging: Highlight specific time marks for annotation and review purposes - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Tracking Metrics: Measure campaign influence through collection of keyword tracking and revenue sources - Call Transfer: Transfers live calls to other agents - Callback Scheduling: Schedules callback times - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Campaign Specific Caller ID: Control the name and number that appears on outbound caller ID - Categorization/Grouping: Organize and group data or items based on various criteria - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Contact Database: Centralized database of stakeholders and their contact information such as names, address, phone number etc. - Contact Management: Manage, organize, and store contact information - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customer Journey Mapping: Visualize and analyze customer experience across all touchpoints and channels - Customer Surveys: Tool to send questionnaires to customers to gauge feedback - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Employee Coaching Tools: Conduct & deliver coaching sessions to improve employee performance or facilitate development - Employee Database: Electronic storage of staff/employee contact information and job status in a centralized repository - Employee Management: Track employee schedules, availability, and performance across projects and tasks - Employee Scheduling: Assign working shifts or tasks to employees based on their availability - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - FCC Compliance: Federal Communications Commission (FCC) compliance - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Transfer: Move files across different systems or networks - For Call Centers: Designed for call centers - FTC Compliance: Federal Trade Commission (FCC) compliance - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Inbox Management: Organize, prioritize, and manage incoming communications - Interaction Tracking: Track interaction history by documenting conversations for contacts - Intraday Management: Monitoring current trends & demands to identify and resolve staffing gaps - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Labor Forecasting: Predict labor requirements based on past and present data/trends - Leaderboards: Boards that use custom metrics to show how leading performers compare to other individuals/teams - List Management: Manage contacts across multiple mailing lists - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Manual Dialer: Agents choose who to call and when - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Data Collection: Collect information from multiple sources - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Language: Manage and support multiple languages - On-Demand Recording: Record the audio of phone conversations for quality assurance purposes - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Power Dialer: System automatically dials the next number on the contact list after the previous call ends - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Preview Dialer: System provides callee information to agent prior to the call to help determine whether or not to make the call - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Recording: Record live video calls to play later - Recruitment Management: Tools to find, assess, and hire suitable candidates for a job within an organization - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Scheduled Recording: Automatically record calls at predetermined times - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Shift Swapping: Managing and trading shift details between employees - Skills Tracking: Track employee skills, competencies, training & qualifications - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Speech-to-Text Analysis: Analyze, correct, and monitor speech for transcriptions or recordings - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Template Management: Create, save, and re-purpose templates for emails, forms, etc. - Text to Speech: Turns text into natural sounding speech - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Time & Attendance: Track and manage employee's work hours to improve payroll accuracy - Time Off Management: Track and manage employee time-off, vacation, and sick leave requests - Timesheet Management: Track the amount of time spent on a job or task - Variable Workforce: Utilize third party services to cover unforeseen labor needs - Voice Mail: Computer-based system that allows users to send and receive voice messages - VoIP Connection: Place/receive calls through voice over IP connection - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.1 (580) 4.1 Based on 580 reviews ## Pricing Value for money 4.1 (419) Free Trial [View pricing plan details](https://www.capterra.com/p/134775/inContact-Call-Center-Software/pricing/) CXone Omnichannel Agent $110.00 Per User,Per Month It includes: - Omnichannel blended routing for digital and voice​ - Universal queue with concurrent interaction handling​ - Voice and digital capture, storage, search and playback​ - Dedicated agent and supervisor workspace​ - Voice and digital prebuilt data visualization dashboards and reports​ CXone Essential Suite $135.00 Per User,Per Month It includes: - Screen recording for agent desktop for both voice and digital interactions​ - Quality Management workflows, including rich evaluation options, automated interactions distribution, coaching, calibrations, appeals and self-assessment. ​ - Dedicated supervisor workspace enabling omnichannel real-time monitoring and streamlined workflows for managing agents​ - Prebuilt and customizable cross-domain dashboards and reports​ CXone Core Suite $169.00 Per User,Per Month It includes: - Omnichannel AI forecasting and scheduling​ - Agent mobile scheduling app with auto approvals​ - Adherence and time utilization insights​ - Enhanced performance visualization and insights​ - 360 view of the agent KPIs, metrics and trends CXone Complete Suite $209.00 Per User,Per Month It includes: - Identify trends and root causes using AI-driven omnichannel analytics across 100% of voice, text, and digital interactions​ - Analyze, measure and quickly uncover insights with prebuilt categories, entities, and sentiment analytics​ - Take immediate action and drive improvements in CX with out-of-the-box dashboards and in-depth reporting​ - Contextual and conversational customer feedback​ - Capture Voice of the Customer as part of IVR and quality workflows CXone Ultimate Suite $249.00 Per User,Per Month Value for money 4.1 (419) 4.1 Based on 419 reviews ## Integrations [ Zoom Workplace](https://www.capterra.com/p/144037/Zoom-Video-Conferencing/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Bullhorn](https://www.capterra.com/p/140531/Bullhorn-Recruiting-Software/)[ Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/)[ ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[ LogMeIn Central](https://www.capterra.com/p/169259/LogMeIn-Central/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.0 (482) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.0 (482) 4.0 Based on 482 reviews ## User reviews Overall rating 4.2 Based on 581 reviews Filter by rating 5(272) 4(206) 3(68) 2(19) 1(16) Mentioned topic Sorted by most recent CN Carli N. Scheduling Consumer Goods ### "Efficient and easy to use system " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 4/10 April 14, 2026 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DT DeSean T. Install support Design ### "Still a fan" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 30, 2025 I still believe its a bonus for any company. Despite a few challenges, this system is still an all around win 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 Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. NK Nila K. Customer experience Health, Wellness and Fitness ### "NICE is nice!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 11, 2025 My overall experience with NICE is great! I enjoy using it on a daily basis . Makes employees jobs much easier 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 Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. VK vignesh K. Technical specialist Outsourcing/Offshoring ### "Efficient, Scalable, and Easy to Manage" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 22, 2025 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 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 Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor May 12, 2025 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! TP Teresa P. Technical Support Specialist II Non-Profit Organization Management ### "NICE customer advocacy " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 6/10 March 18, 2025 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. 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. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. CP Cara P. Access to Services Section Manager Civic & Social Organization ### "Great customer service!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 5, 2025 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. 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. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor May 12, 2025 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! AA Ahmed A. EMEA Global Service Desk Lead Computer Software ### "3 years daily review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 1, 2025 Reliable for daily use Reliable reporting system Feature to create/generate your own reports 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 Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. LR Lauren R. Manager Retail ### "Nice CX one review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 January 30, 2025 Overall, I would say that your service/support has been great-- fast and correct. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor January 31, 2025 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. WO William O. WFM Analyst Retail ### "CXone Mpower, no dark mode" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 8, 2025 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. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Christian P. Customer Service Financial Services ### "Phone review " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 January 3, 2025 Simple layout. Great connection made when on the phone with customers Pros The breakdown of how long I’ve been in each que Cons The weird echo noise when on a call. Not much training available on how it works Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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