# Page 3 | NiCE CXone Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 May 6th, 2026 # Page 3 - Reviews of NiCE CXone ## Showing most helpful reviews Showing 51-75 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Mike B. Student Success Manager Higher Education Used the software for: 2+ years ### "NICE inContact might be a great for you, but it isn't right for me" January 24, 2019 3.0 I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent. Pros Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features. Cons It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market. 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 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 GS Gary S. Sr. Business Systems Analyst Insurance Used the software for: 2+ years ### "The pros and cons of Nice CXone" February 6, 2024 5.0 Pros The full suite of features and the constant innovation by Nice are incredible. The platform is very user friendly and I find the UX design to be very intuitive. Cons Tech Support lacks experience to address issues in a timely manner. Quite often they need to defer to back office, "non-customer facing" teams that slows response and resolution time, occasionally by weeks. Reason for choosing NiCE CXone Because they are a leader in the industry and we have been with them for over 10 years. Review Source Response from NiCE May 12, 2025 Thank you for being a long time customer! We appreciate your feedback and will share your need for improved tech support with our customer and support 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 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 JJ Joan J. IT Director Hospital & Health Care Used the software for: Less than 6 months ### "Excellent solution for client engagement" January 11, 2022 5.0 The experience with CXone to date has been amazing. Our team is really satisfied with the way it works, the opportunities of extended configuration it offers, and the visibility in reporting and dashboards, that they can now use to make better decisions. This is a must have for businesses with high call volumes. Pros Our experience has been amazing to date. Our team now have visibility of what each one is working on, the system automation has helped them be far more efficient, and the client experience has been enhanced because of it. Cons We don't have negative feedback on CXone to date. Our call center didn't have a tool like this when they first started, and even the more experienced members of the team feel we've gone from 0 to 60 with this implementation. 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 MD Miles D. Director of Support Computer Software Used the software for: 1-2 years ### "Terrible Onboarding Experience" March 11, 2020 3.0 It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased. Pros Up time is good, WFM integration with the basic telephony is nice. Cons The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us. Alternatives considered [Zoom Workplace](https://www.capterra.com/p/144037/Zoom-Video-Conferencing/) Reason for choosing NiCE CXone More features and functionality Switched from [GoTo Connect](https://www.capterra.com/p/163604/GoTo-Connect/) More features and functionality. Review Source Response from NiCE April 8, 2020 Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at corporatecommunications@niceincontact.com. Thanks so much for your feedback. 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 VR Verified Reviewer Technical Support Financial Services Used the software for: 6-12 months ### "Very efficient and smooth communicator" November 10, 2020 5.0 Overall experience is very good and very efficient product. Pros The tool is very smooth to handle the calls. We use Nice inContact tool for the inter organization communication and technical support purpose calls. Very helpful for the easy calling. Cons The Graphical user interface is the least thing which I like about this software. Review Source TB Tarell B. Customer Service Rep Outsourcing/Offshoring Used the software for: 2+ years ### "Best Contact Software " June 20, 2022 5.0 I've been using this software for over 2 years taking inbound and making Outbound calls. The audio quality is the best I've ever used. I'm glad we were able to switch from our previous contact resolution software. Pros What I enjoy most about Nice is that it's pretty easy to use. The distributing feature for multiple agents to use the software handling each call is unbelievable. Cons The biggest challenge I've faced is setting up a new profile w/dashboard etc. After over and hour we were able to have it set up. 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 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 EM Emily M. VP Contct Centers Hospitality Used the software for: 2+ years ### "InContact Review " May 21, 2020 4.0 Pros Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent. Cons Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can't get them. Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/) Reason for choosing NiCE CXone We had already done our due diligence by the time we started evaluating Five9 and they seemed very comparable. Switched from [Five9](https://www.capterra.com/p/132405/Five9/) InContact was more user friendly. Enghouse required IT support for us to make any changes, with additional cost associated for their support. Cloud based. Ability to add additional users easily, all over the country. Review Source Response from NiCE July 1, 2020 Thanks for your detailed review, Emily! AT Anallyn T. Quality Manager Banking Used the software for: 6-12 months ### "NICE inContact for Call Center Management" November 17, 2020 5.0 At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :). Pros Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities. 1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization. 2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls. 3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates. 4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on. Cons Some of the thing s I least like with the software are. 1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. 2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded. 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. David M. Customer Support Manager Sporting Goods Used the software for: 2+ years ### "InContact it has it all" May 19, 2020 4.0 Pros I really like the option to I can change the IVR on the fly which is important with our software if it goes down we can notify the customer very quickly which helps drive calls down. I also like the reporting that it can produce. Cons I think as a company they should give each of their customer 2 hours of technical time because I would like to switch up my IVR but there are some situations where it to technical for me. Also it is expensive for smaller companies to get all the option the InContact brings. Review Source Response from NiCE July 1, 2020 David, thanks so much for your feedback. We encourage you to provide these suggestions on our customer community portal. They will be taken into consideration if other customers have a similar need as yours. SW Shelly W. 3M Global Admin Telecommunications Used the software for: 1-2 years ### "Dec.2019\_3M\_US\_Admin\_Support\_inContact" December 12, 2019 4.0 Fast to learn Efficient to setup Good training documentation Wonderful tech support Great experience Pros The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support. Our TAM is amazing & knows her stuff. Reports are capable of great detail Cons Because of the open structure to access so much detail, it takes time to analyze what everything means. The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem. We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there. Reason for choosing NiCE CXone unknown Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) We needed a company to help us go Global with the interfacing with SFDC for Customer Relationship Management Review Source Response from NiCE January 6, 2020 We're so happy to hear about your great experience! Thank you, Shelly! AS Alexis S. CSR Consumer Services Used the software for: 2+ years ### "It's so nice we got this tool Nice inContact" February 19, 2023 5.0 It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software. Pros The ability to look up our audio files and the system logs of our activities during our shift appealed to me a lot. Keeping track of one another's schedules has another advantage. I enjoy having access to earlier calls in order to help a disappointed customer. The callback option keeps our customers happy, and they consistently provide us with positive feedback when we quickly return their calls. These are only a few of the many elements that contribute to the software's user-friendliness. Cons So far, I haven't discovered anything I dislike. I've always utilized it myself without need assistance from another person to make changes. Review Source Abel A. Agent Hospitality Used the software for: Less than 6 months ### "Avis Nice cxone " September 29, 2023 4.0 it's software that I liked because it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which has responsive and useful support for things that work but it would be preferable if the fall 23 version could resolve the problems submitted to it Pros it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which also has responsive and useful support for things that work Cons I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any of the difficulties encountered Review Source NG Nakeshia G. Service Desk Information Technology and Services Used the software for: 6-12 months ### "CXOne the good and bad" October 26, 2020 3.0 Pros This software provides large call centers the ability to watch agents on calls, easily transfer to coworkers, check calls holding and statuses. It also gives management the ability to monitor calls very effectively Cons The software loosing connection and sometimes just plain doesnt work. The software will drop calls in mid conversation making agents have to log out and back in during mid shift. Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) This product didnt have the capabilities to assist with the type of work and functions needed by a large call center that was 24/7 265. Review Source Irv V. Service Provider Manager Facilities Services Used the software for: 2+ years ### "Great for a small call center" November 2, 2018 5.0 My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500. Pros Mostly reliant software with great sound quality Great call routing features and automation Quality call recording options (useful for escalations or PIP) Cost effective due to the entire company using the platform (may be expensive for smaller teams) Cons When system is down, missed calls are lost System support can be slow at times Reporting capabilities could be expanded (improved dashboards) Review Source AL Angie L. Ing Software Information Technology and Services Used the software for: 2+ years ### "Es preciso" July 16, 2023 4.0 Pros Me parecio muy util ya que ha la hora de solicitar infomes sonprecisos y consisos, cuenta con una interfas grafica agradable a la vista. Cons Por otro lado cuano se esta generando un informe automatico es algo tedioso de completar. 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.