# NiCE CXone Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is NiCE CXone the right Call Center solution for you? Explore 581 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews --- NiCE CXone 4.2 (581) [View alternatives](https://www.capterra.com/p/134775/inContact-Call-Center-Software/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated April 17th, 2026 # Reviews of NiCE CXone Ease of use 4.2 Customer Service 4.0 ## Pros and Cons in Reviews vk vignesh k Technical specialistOutsourcing/Offshoring, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance and optimize operations efficiently.“ April 22, 2025 NN Nick N Workforce ManagementFinancial Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of CXone after being idle well before our timeout threshold.“ October 2, 2024 vk vignesh k Technical specialistOutsourcing/Offshoring, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “The platform offers a robust set of tools for managing users, skills, routing, and reporting.“ April 22, 2025 LR Lauren R ManagerRetail, 51 - 200 employeesUsed the software for: More than 2 years. “The automated reports don't match custom reports when I run the same data.“ January 30, 2025 CN Carli N SchedulingConsumer Goods, 51 - 200 employeesUsed the software for: 6-12 months. “What I like most about CXone Mpower is it never lags and is always efficient to use.“ April 14, 2026 VJ Vipul J Senior Manager QualityFinancial Services, 10,001+ employeesUsed the software for: More than 2 years. “having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background“ October 17, 2024 NN Nick N Workforce ManagementFinancial Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “The web-based experience gives us the flexibility to switch browsers if we experience issues.“ October 2, 2024 RG Robin G AccountantFood Production, 51 - 200 employeesUsed the software for: 1-2 years. “We constantly have problems with the portal saving passwords and not allowing us to log on. “ June 4, 2024 ## Showing most helpful reviews Showing 1-25 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Saskia M. Senior Director Sales Marketing Restaurants Used the software for: 2+ years ### "Excellent Resource; Future Versions Will Be Even Better" September 19, 2023 5.0 It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them. Pros It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly. Cons The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time. Switched from [Five9](https://www.capterra.com/p/132405/Five9/)[CloudTalk](https://www.capterra.com/p/182004/CloudTalk/) We haven't seen a customer care software with more features than this one. We've all been able to multitask better, service clients more quickly across channels, and ultimately bring in more business. We think you'll find that the program's interface is so straightforward that there's almost no learning curve to using it. Review Source JS Jamie S. WFM Analyst Financial Services Used the software for: 1-2 years ### "CX One review" October 17, 2024 4.0 It's better than the previous tool we used. Pros It's easy to skill agents and build dashboards. Cons Time it takes to build things out like teams. Switched from [Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/) The quality was not sufficient and we wanted one platform for multiple products Review Source JW Jim W. admin Apparel & Fashion Used the software for: 6-12 months ### "It's Not Bad " October 21, 2024 3.0 i would say it's ok but not great. Needs more flushing out Pros nice interface easy to use and very straight forward. Cons lacks features of other competitors. Needs to be more robust. Review Source VR Verified Reviewer Service Desk Analyst II Information Technology and Services Used the software for: 6-12 months ### "How "Nice" of You to Read My "inContact" Review!!" February 25, 2021 4.0 I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes. Pros I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized. Cons I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again. Reason for choosing NiCE CXone NICE inContact was the only product that was considered to my knowledge. Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Needed an upgrade to a dying out infrastructure and NICE inContact was the best fit for the hole to fill. Review Source CB Chris B. Director Health, Wellness and Fitness Used the software for: 1-2 years ### "Great Product" August 30, 2023 5.0 Pros Very easy to use, able to be deployed with little to no issues and it is always kept up to date Cons Tech support can take a little longer to get a case worked when something does come up Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[Five9](https://www.capterra.com/p/132405/Five9/)[MiVoice Business Solution](https://www.capterra.com/p/140996/MiVoice-Business-Solution/) Reason for choosing NiCE CXone The ability to intgrate with out using 3rd parties Switched from [MiVoice Business Solution](https://www.capterra.com/p/140996/MiVoice-Business-Solution/) It was not able to integrate with our CRM very easily, required 3rd party customized solutions to make things work how we needed Review Source PS Paul S. Networks & IT Lead Financial Services Used the software for: 1-2 years ### "NICE CXone, the complete solution" August 24, 2023 5.0 We have had a positive experience, the solution works seamless and is integrated across all of the products on offer Pros This is a complete cloud solution which enables us to have the latest and greatest solution available Cons The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) This was a traditional on premise solution, the cost for constant maintenance and support made this an expensive lack luster product Review Source Ryan C. IT Manager Information Technology and Services Used the software for: 2+ years ### "Excellent VOIP Service" May 19, 2020 5.0 We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider. Pros I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great. Cons The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though. Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/) Switched from [Five9](https://www.capterra.com/p/132405/Five9/) We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in Review Source Response from NiCE July 1, 2020 We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams. Travis G. Senior Sales Engineer Computer Software Used the software for: 2+ years ### "Swiss Army Knife" October 27, 2020 5.0 They are a fair and firm company that says what they will do, and they do what they say. Pros There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options. Cons I wish that there were sentiment analysis for the SMS side of the omnichannel. Alternatives considered [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing NiCE CXone It had all of the products ready to go for omnichannel. Switched from [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) I needed HIPAA compliance and a 99.99% SLA. Review Source LR Lauren R. Manager Retail Used the software for: 2+ years ### "Nice CX one review" January 30, 2025 5.0 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 Response from NiCE 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. TH Tina H. Digital Contact Center Solutions Hospital & Health Care Used the software for: 6-12 months ### "You CAN'T Go Wrong with NICE CXOne!!!" October 7, 2024 5.0 LIFE CHANGING! The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL! Pros EVERYTHING!!! We recently added many features to our suite of services, Feedback Management, RTIG, QM, WFM! We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is AMAZING! Cons We LOVE it all!!! ZERO complaints!! HIGHLY RECOMMEND!!! Review Source Response from NiCE October 15, 2024 Thank you so much for taking the time to share your feedback! We are so glad to hear how happy you are with the features and ROI you are realizing with NICE CXone. LS Laila S. Payment Solutions Advisor Banking Used the software for: Less than 6 months ### "Needs more improvement" December 15, 2024 4.0 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. 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. Review Source JB James B. Network Engineer V Hospitality Used the software for: 2+ years ### "Stuff \[sensitive content hidden\] Thinks" June 7, 2024 5.0 Pretty darn good, there are dark spot also, but in general good. Pros The ability to do whatever I think of, I can do Cons Troubleshooting the "Carrier Services" is not what I would call "stellar" Reason for choosing NiCE CXone It was chosen before I started, so Not applicable Review Source JH Juliana H. Quality Utilities Used the software for: 1-2 years ### "Excellent Product " June 6, 2024 5.0 Pros QMA - is used daily and very user friendly, record keeping, reporting. Cons Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings. Review Source JH James H. Senior Director Consumer Services Used the software for: 2+ years ### "NICE CXone is Super Flexible" February 8, 2024 5.0 Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive and provides options to our questions. Shout out to \[sensitive content hidden\]! Pros Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance. Cons It's on the expensive side. However, you get what you pay for, so the value is certainly there. Reason for choosing NiCE CXone NICE CXone has been a good partner and provides us with support and options when needed. Some of these other products aren't as robust. Review Source BW BRANDON W. Manager, Telecommunications Internet Used the software for: 2+ years ### "USERHUB Review - RentPath" October 3, 2019 5.0 Pros I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time. Cons As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column. Review Source Response from NiCE October 29, 2019 Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams. AK Adam K. Workforce Manager Consumer Goods Used the software for: 6-12 months ### "I can't use this" August 31, 2023 1.0 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. 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. Reason for choosing NiCE CXone All in one solution. Switched from [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) All in one solution. Review Source SB Shelli B. Contact Center Engineer Computer Software Used the software for: 2+ years ### "Review of NICE inContact May 2020" May 20, 2020 4.0 Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how we can integrate with Salesforce and Service Now 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. Review Source Response from NiCE July 1, 2020 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. LG Lindsay G. 2-1-1 Services Manager Civic & Social Organization Used the software for: 1-2 years ### "Overall a good product" December 12, 2019 4.0 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. 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. Review Source Response from NiCE January 17, 2020 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. Alfred X. Technical Support Engineer Computer & Network Security Used the software for: 1-2 years ### "Best in class service in encryption, audit and workforce management !" November 25, 2020 5.0 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. 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. Review Source VR Verified Reviewer VP, Technical Support Computer Software Used the software for: 2+ years ### "User friendly support center platform" June 3, 2022 5.0 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 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 Review Source MJ Mark J. Sr. Analyst III Banking Used the software for: 2+ years ### "Summary" November 10, 2020 4.0 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. Pros Ease of use once you get used to it navigation is fairly easy. Cons Has glitches and slow to respond at time's , Switched from [The Service Program](https://www.capterra.com/p/92921/The-Service-Program/) Company decsiosn Review Source AN Anthony N. Platform and Workforce Manager Banking Used the software for: 2+ years ### "Great Platform" February 5, 2024 5.0 Pros Ease of use, reporting stack and the support from the TAMs Cons I think QMA could be better regarding plans and reporting. Review Source MF Mohamed F. Associate Payments Banking Used the software for: 2+ years ### "Improve call center operations to achieve lean management" January 22, 2023 5.0 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. 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. Review Source HM Heather M. Customer Service Representative Consumer Services Used the software for: 6-12 months ### "Precise Call Management" February 3, 2023 5.0 My overall experience was great. They have great call recordings, great audio, and most of all you can manage your schedule by yourself. 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. Switched from [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) Price wise Review Source CP Chisleu P. Senior Technical Support Expert Outsourcing/Offshoring Used the software for: 2+ years ### "NICE inContact Review" October 26, 2020 5.0 This software really made my work hassle free. Pros What I like most about this software is that, it is very understandable and easy to use. No Need to go deep down and understand every feature, you just have to try some things, and you would automatically know it like the back of your hand. Cons What I like least, is that it kept on asking you to change the password every month. It is not convenient to change the password every now and then because not all users are capable to remember it all the time. Review Source Response from NiCE October 26, 2020 Thank you for your review, Chisleu. Similar Products Featured ## Related categories [Call Recording](https://www.capterra.com/call-recording-software/)[Auto Dialer](https://www.capterra.com/auto-dialer-software/)[Call Center](https://www.capterra.com/call-center-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.