--- title: "NiCE CXone Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "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_url: "https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/" page_type: "reviews" language: "en" --- 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 August 26th, 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 TP Teresa P Technical Support Specialist IINon-Profit Organization Management, 51 - 200 employeesUsed the software for: Less than 6 months. “It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of features.“ March 18, 2025 ## 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](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](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. AD Amanda D. Benefits Assistance Center Team Lead Insurance Used the software for: 1-2 years ### "NICE CXone is a significant upgrade from our previous system!" January 30, 2024 4.0 Overall, our experience with NICE CXone has been above and beyond what we were hoping for. The customer service is amazing, and any time we have questions or any type of issue, we can bring it to our dedicated account manager, and he is super knowledgeable and always goes to bat for us when necessary. Pros CXone has great call features. Very reliable, has all of the capabilities we need. Vast reporting options as well. Cons The email capabilities are not nearly as advanced as the call features. We definitely are limited in some aspects of our email processes and would love for these features to be more developed in the future. Switched from [TouchPoint](https://www.capterra.com/p/94410/TouchPoint/) The system was glitching all the time and could not handle the amount of the clients we had. Review Source 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 VJ Vipul J. Senior Manager Quality Financial Services Used the software for: 2+ years ### "One Stop Solution" October 17, 2024 4.0 Worth trying if you are looking for a contact center solution to manage your all needs. 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 Review Source TP Teresa P. Technical Support Specialist II Non-Profit Organization Management Used the software for: Less than 6 months ### "NICE customer advocacy " March 18, 2025 4.0 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 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. KI Kenneth I. Director Q&A Implementation Financial Services Used the software for: 2+ years ### "NICE for Me" August 24, 2023 5.0 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. 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. Reason 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. Review Source RH Rob H. WFM Phone Routing Coordinator Retail Used the software for: 2+ years ### "Incontact has features but requires commitment of time and learning" November 5, 2019 4.0 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. 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. Reason 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. Review Source Response from NiCE November 25, 2019 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. PK Paul K. Quality Manager Medical Devices Used the software for: 2+ years ### "Call Center software with great functionality" December 11, 2018 5.0 Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional resource requirements. InContact solved the majority of these issues and we are now able to not only evaluate the points above, but also categorize the calls through dispositions used to improve call routings. However, there is no report that actually includes all three disposition fields. Only the primary disposition and the disposition comments are available in canned or custom data reports, the secondary disposition can only be reviewed for each call individually in the contact history report. Pros Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization. Cons For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm. Review Source AC Amanda C. Call Center Supervisor Telecommunications Used the software for: 2+ years ### "Clunky software that does the bare minimum." December 2, 2020 3.0 Overall it could be a lot better from a user standpoint. Pros It works most of the time. There is not much else to say about what I do like because it is few and far between. Maybe pay more for technological improvements and less for celebrity keynote speakers. Cons Very buggy. We have had the software go down in the past quite a few times and the resolution is not always quick from support. Most of the time they blame our end or something on our end when it is not on our end at all. Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system. There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not. Sometimes people have to reboot their whole network in order for them to not have issues with incontact(they have no issues with ANY other programs but incontact when this occurs). Review Source AP Adolfo P. customer service representative Health, Wellness and Fitness Used the software for: 2+ years ### "Connect with technology's best" December 6, 2022 5.0 This is an amazing arrangement and plugs in impeccably with other Decent items like IEX, QR WFM, and so on. It's so much simpler for the dev group to arrange, incorporate and alter the client experience. The screen is smooth and intuitive. Pros A great and powerful arrangement of telephony and organization when it's most needed in the work environment. Cons It would be great to add SMS features or instant messaging in the future because it doesn't have that right now. Review Source OG Oscar G. Global Service Desk Technician II Consumer Services Used the software for: 2+ years ### "Good service, but needs improvements. " September 9, 2021 3.0 It's good overall, but as mentioned before, it can get better. Pros It's easy to use and navigate. The most important features are there. Cons The software needs a face lift and more features for metrics will be good. Also, improving the services it already has will be nice. Review Source BP Brittney P. Director, Customer Support Financial Services Used the software for: Less than 6 months ### "InContact Cloud Software" October 4, 2016 3.0 Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company. Pros The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs. Cons The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into. Review Source VL Vinicius L. Full Relationship Advisor Insurance Used the software for: 1-2 years ### "telephony revolution" August 31, 2021 4.0 After the pandemic, my company needed to adapt to the Home Office. As we worked at a central, we didn't know what would be done with telephony. Thanks to Nice, we were able to work safely from home. Not only that, but today we can consider having a hybrid work. To use the software, you only need an internet and a computer. What I like most about Nice is knowing that I can work from anywhere. Pros The convenience of using the software from anywhere made my job much easier. The design that the reports are issued is incredibly understanding. Cons Every time I need to make a call, I need to put the "+DDI". As I make many calls in Brazil, I need to be constantly adding the "+55", which is Brazil's DDD. Review Source Jenny Naja -. Director of Operations Health, Wellness and Fitness Used the software for: 2+ years ### "InContact " September 20, 2019 4.0 InContact helped us to improve reporting in the call center and data-driven decision making. Pros The implementation process was simple. Their data collection workbook is designed in a way the data requirements is mapped in a way that avoid the most common issues in implementations. Of course, there are always hiccups, but the Team was always ready to assist. We are a SMB and the executives assigned to us were actually from AnswerX, which was previously acquired by InContact. That required an additional cost, but offered closer guidance. Cons Modifying scripts and workflows in the IVR is doable, but most of the times they expect you to request assistance and get the Executive working on it. Other IVRs make it more intuitive and visually appaeling for the clients to manage themselves. Review Source Response from NiCE October 10, 2019 Thank you so much for the review and productive feedback! We are glad we were able to help you improve upon reporting but are always looking to do better. We will pass along your commentary regarding the IVRs to our team. MR Mhatz R. Product Support Technician Financial Services Used the software for: 1-2 years ### "NICE in Contact a friendly user communication tool" October 23, 2020 4.0 I use NICE in contact to receive calls from our client. I can say that the software is reliable and very easy to use. I can hear my clients clearly and I can easily check our queue as well using the dashboard. We also use NICE to listen the recordings so I really love it. Pros What I like most about the software is that it is very accessible since there is no software that needs to be installed. Nice in Contact is accessible through a browser so no need to worry for installation. It is also compatible for any kind of headset. I can also pull up the reports I needed. I can also listen to my team's call recording. Cons Maybe if the MAX became idle, it automatically disconnect to agent leg and you need to log-out and log back in for you to reconnect. Review Source Response from NiCE October 26, 2020 Mhatz, we appreciate you sharing your experience. Thanks! MJA Mikko Jerome A. Customer Service Representative Outsourcing/Offshoring Used the software for: 1-2 years ### "NICE CXone Review" December 28, 2023 5.0 My overall experience with NICE CXone is superb and I will recommend it. Pros The tools and how easy it is to explore and identify the well-organized procedure. Cons Everything is good since it was easy to use. 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. LW Lindsey W. Workforce Management Analyst Health, Wellness and Fitness Used the software for: 6-12 months ### "Avaya CMS is better" September 8, 2024 3.0 RTA and reporting functions are so basic and universal that it’s unacceptable when they don’t work. Pros The forecasting functionality was solid. Cons The canned reports were very, very limited Avaya CMS is a much more robust reporting tool. There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state. We had a secondary RTA system that would show the agents in the correct state. Switched from [Aspect Software](https://www.capterra.com/p/59956/Aspect-Software/) The C level wanted to make the switch. Review Source Similar Products Featured ## 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.