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543 Reviews

- Industry: Insurance Software
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Perfect for IVR integration
Reviewed on 10/04/2021
Overall this has been a pretty good software upgrade since it integrates with all the other NICE products and the support is amazing.
Pros
This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience. Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.
Cons
There are couple of features that might need some improvement like the reporting functionality and generating reports. It would be nice if there are some other features included in the price like SMS and chat.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Gold standard of contact center software & management
Reviewed on 11/11/2019
Pros
Technical Customer Support manager is top-notch
ACD / IVR configuration was a snap. We were up and running in almost no time
Cons
Workforce Management module configuration is a bit tricky
Reasons for Choosing NICE CXone
We decided to move to a cloud based solution to add levels of resiliency that we didn't have. Also, the benefits of flexibility were tremendous.Reasons for Switching to NICE CXone
CX One features were more comprehensiveResponse from NICE inContact
Thank you for your review!
- Industry: Financial Services Software
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
InContact Cloud Software
Reviewed on 04/10/2016
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.
- Industry: Luxury Goods & Jewelry
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Great product
Reviewed on 11/03/2020
Pros
I love the IVR system that they have. It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.
Cons
The call quality is high but if you have headsets that aren't very good it can create issues with audio.
Alternatives Considered
Five9Reasons for Choosing NICE CXone
Overall CX one is a better product by far.Reasons for Switching to NICE CXone
Nice Incontact is a local company to us and we wanted to focus on inbound calls not outbound.Response from NICE inContact
Thanks for your review, Ashton! Glad to know about your experience!
- Industry: Renewables & Environment
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
It works great, with very few cons
Reviewed on 12/11/2019
Pros
We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality.
Cons
A few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying.
Response from NICE inContact
Erik, we appreciate the specific feedback. We will pass it on to the our product teams. Thank you for the review.
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 3.0 /10
inContact Phone and Chat systems.
Reviewed on 17/09/2019
Overall it was a mediocre experience. Support and the Tams were great. The call system was great. The chat is garbage.
Pros
Multiple API's for SalesForce integration, data export, you name it. Phone system works great with good call audio. Caring Customer Support team that is knowledgeable and quick to take care of you. A WONDERFUL reporting system. You can create custom reports or use their canned reports which have almost all of the information you could ask for. Their TAMS are great to work with.
Cons
The chat system has had issue after issue. It has only recently started working correctly and our contract is almost up. Tech support is one of the worst I've dealt with. They are uncaring/unsympathetic. They are quick to point the finger elsewhere rather than address the actual issue and help get it resolved.
Response from NICE inContact
Hi Ron, We're glad that you have had some positive experiences. We are working with our tech support staff to improve.
- Industry: Outsourcing/Offshoring
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Best Contact Software
Reviewed on 20/06/2022
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.
- Industry: Financial Services Software
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
Nice inContact CXone review
Reviewed on 07/11/2019
The overall experience with NICE has been a positive one. There are multiple items that we love, and then some that could use some work. A benefit is that their engineers actually take feedback and if it makes sense there is a good chance that it will be a future update/improvement to the platform.
Pros
We enjoy the multiple features available with CXOne, such as the forecasting tool, MAX agent.
Cons
The thing we like least about the software is the ability to update on a mass scale. Most areas are on a one agent edit scale. Would be beneficial for example if break schedules could be edited on a weekly level view instead of by day.
Response from NICE inContact
Thanks for the review Leonard! We'll pass your feedback on to our team.
- Industry: Health, Wellness & Fitness
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
Great sales experience versus current support experience
Reviewed on 18/12/2019
We are currently trying to get a toll free number provisioned. I don't understand why our TAM didn't explain that we could get this set up through inContact. Instead she just let us run around without explaining. Also, she's not very proactive.
Pros
Ease of sales and installation
Linkage to SalesForce
Cons
Inconsistent support and follow up: I wish my support technical account manager would be more informative of turnaround timeframes to manage our expectations.
Reasons for Switching to NICE CXone
Ease of use and installation Straightforward training setup Connectivity with SalesforceResponse from NICE inContact
Hi Ruth, Thank you for your review. We will share your feedback on your experience with our leaders.

- Industry: Sporting Goods
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
InContact it has it all
Reviewed on 19/05/2020
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.
Response from NICE inContact
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.
- Industry: Sports
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
I don't know all the options
Reviewed on 02/01/2020
We like incontact but we are a smaller company and everything cost money and I don't know if we are getting everything out of what we are currently paying.
Pros
I like that I can use the stuido for the most part to better my call center with out a lot of extra work.
Cons
I think I don't know all the features that come with incontact, can you drag email into the group, how does call back work.
Alternatives Considered
FuzeReasons for Switching to NICE CXone
We like the potential and see a future with the company.Response from NICE inContact
David, thanks for your comments. We strongly suggest reaching out to your technical account manager for help and to understand all of the capabilities of the product. It will certainly help.
- Industry: Retail
- Company size: 10,000+ Employees
- Used for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 4.0 /10
Decent solution with room for improvement
Reviewed on 12/12/2019
Using the platform gave us more flexibility for how we handle our calls and report on call center metrics. We are not sure though that it is worth the premium price we pay for this solution compared to what we could have had if we would have upgraded our premise-based ACD system that we replaced. We pay over $45k per month for fewer than 100 users and that's not even using all of the modules. We also have to pay that cost every month, forever or until we choose a different solution. Premise based might be a better value for our operation if we have a chance to choose again.
Pros
The software has a lot of customizability and tons of features. Deployment and training for users is easy.
Cons
There are definitely limitations for some features at standard and to get advanced modules and functions the solution becomes VERY expensive.
Response from NICE inContact
Eric, thanks for your review. Please reach out to your technical account manager if we can help make your experience better.We'd love to hear from you.
- Industry: Medical Devices
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Call Center software with great functionality
Reviewed on 11/12/2018
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.
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Review of NICE inContact May 2020
Reviewed on 20/05/2020
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.
Response from NICE inContact
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 [email protected] .com? Thank you.
- Industry: Insurance Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
So Easy to Use
Reviewed on 19/05/2020
Pros
It is so easy to set up new users, make adjustments to hours of operations, add users to skills, change proficiency, and access call recordings. The reporting capabilities are endless. The support site is very helpful and provides a resource to find solutions in lieu of calling the support center. When I need to contact the support center, all calls are answered quickly and are almost always resolved during the first call.
Cons
The integrated softphone does not have an option to ring through the computer speakers. Unless you have a wireless headset, you cannot hear the phone ringing if you are just a few feet away from your desk.
Response from NICE inContact
Thanks for the detailed review, Dana.
- Industry: Nonprofit Organization Management
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Reliable Platform with Integration and Customization Capabilities
Reviewed on 20/12/2019
Pros
The InContact platform is very reliable, customization, and can integrate with other services and CRMs like Salesforce. Besides the main ACD functionality, the platform incorporates options for real-time and historical reporting, integrated softphone options, and reporting tools for data and QM.
Cons
Sometimes updates to the platform can cause minor glitches which are usually fixed by the next software release or major issues are addressed immediately. I would just suggest spending more time testing for glitches, prior to deploying updates.
Alternatives Considered
Genesys Cloud CXResponse from NICE inContact
Thanks very much, Roy! We'll pass your feedback on to the appropriate teams for consideration.
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
Easy to use Platform
Reviewed on 05/11/2019
It's good as far as a platform goes. There were some rough patches in the past, they appeared to have learned from that and made improvements. They could make some adjustments to how they treat their customers and the customer service they provide.
Pros
Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging. There are so many functions and options that we haven't tapped into yet or been able to use.
Cons
There's little customization with the agent interface, agents do not have access to the dashboard. The customer service at NICE/InContact has taken a major dip in responsiveness and assistance to their customers since they've made some management changes. All the help you could get before is now referred to a professional team that comes with a cost. They definitely don't make you feel like a valued customer.
Response from NICE inContact
Thank you Dawn! We are always striving to learn and do better and will pass along your comments to the appropriate teams.
- Industry: Nonprofit Organization Management
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
inContact Review
Reviewed on 06/11/2019
Pros
Ease of call routing
Capacity and Capability are endless
Cons
Not intuitive/need support if IT support is not on site
Alternatives Considered
Five9Reasons for Choosing NICE CXone
Before my timeSwitched From
Five9Response from NICE inContact
Thanks for your feedback, Eileen. We'll pass your comments on to our product team.
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Improve call center operations to achieve lean management
Reviewed on 22/01/2023
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.
- Industry: Financial Services Software
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Excellent cloud technology solutions for our contact center.
Reviewed on 04/01/2019
There was a time I felt I was losing some control by giving up all the physical equipment in our contact center and moving everything to the cloud. I got over that fairly quickly when we started improving quality, production and survey scores and eliminating down time.
Pros
They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges.
Cons
If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Works well for growing businesses and WAH employees
Reviewed on 03/10/2019
Pros
The ability to work remotely from home, which allows greater flexibility for both the company and employees, as well as the ease of use of the system in learning to handle different contacts - emails/chats/phone calls. This is a simple and fairly straightforward system for a new user to learn, and allows users the ability to be more efficient in their work.
Cons
The occasional system glitches which leaves users "stuck" in after call wrap or inability to change codes; when this happens, an Administrator has to force log the user out of the system to allow the system to refresh and the user to log back in to continue their work. While these glitches are much less frequent than they used to be, it still is an ongoing platform issue.
Response from NICE inContact
Thank you for the feedback. We are happy to hear that our software makes remote work straightforward and efficient. We are always striving to make improvements and our teams are working through software glitch issues.
- Industry: Chemicals
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
Nice system to keep inContact with user base
Reviewed on 26/10/2020
Overall it's a very good product. The support staff is very helpful and the recent updates have made it even easier to use and design.
Pros
NICE inContact is easy to use and has a wide variety of configuration possibilities. The interface for designing call/chat flows works well and is nicely designed.
It's easy to use from an agent perspective
Cons
The MAX client is a little clumsy to use and has a few drawbacks because it is a browser page. Among them are:
- Messages clear once viewed until there is a new message (all of them showing again is helpful.
- Notifications are saved cookies that get cleared at times when the browser is not even set to clear cookies.
- No dashboard options for agents.
- Industry: Health, Wellness & Fitness
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
A Contact Center MUST!
Reviewed on 05/05/2020
We wanted a better way to manage our agent/customer experience. NICE inContact CXone is a powerhouse!
Pros
At the start of the COVID-19 pandemic, the inContact CxOne software allowed us to quickly maneuver our agents (who normally work onsite at one of our contact centers locations) to taking calls remotely from home. We experienced very little downtime which is important since we are an essential business. Although we are not a new customer, this very event proves we made the right choice years ago. Thank you, NICE inContact!
Cons
For someone like me with very little experience, it took some time to understand the workings of the software. And especially with Studio scripting. I am in a better place now with having a dedicated TAM and Professional Services on Demand for assistance!
Response from NICE inContact
Thanks for your excellent review, LB!
- Industry: Renewables & Environment
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
The call center I work at uses inContact for our phone system.
Reviewed on 26/06/2018
Overall it is a good product and simple to use. Easy to understand with little to no training as long as the person using it understands symbols on most basic office style phones.
Pros
This software is easy to use and straightforward. The way our IT department has it set up is with a extension/addon/plugin that makes it available from within Salesforce. This is great because it means we do not have to switch to another tab or window in order to control the call (i.e hold, answer, hang up, and transfer.) which means less hassle and we are able to help customers much more efficiently.
Cons
There is this strange issue were my inContact window would give alerts about being disconnected from the internet. I sent it to IT who were unable to resolve it and they received word back from inContact that it was not there issue either so it still happens to this day. This was not a huge issue until a recent update removed the OKAY button from these alerts so now I cannot dismiss them and have to wait for them to disappear on their own. This usually only takes under a minute. However while it is on the screen I am unable to do anything in my call which is frustrating.
- Industry: Medical Practice
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
We made the right decision!
Reviewed on 05/05/2020
With NICE inContact, we have been able to effectively support our growing patient population and provide out Support Center Representatives with the tools necessary for them to be successful.
Pros
The CXone platform provides us with everything we need to manage our Patient Support Center
Cons
If there was one improvement I would suggest, it would be with their Real Time Dashboards.
Response from NICE inContact
Thanks for a great review, Joe!