--- title: "NiCE CXone Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is NiCE CXone the right Call Center solution for you? Explore 582 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" publication_date: "2026-10-19" --- 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 October 19th, 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 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 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 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 JH James H Senior DirectorConsumer Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance.“ February 8, 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 vk vignesh k Technical specialistOutsourcing/Offshoring, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “CXone also provides solid documentation and responsive support when needed.“ April 22, 2025 LR Lauren R ManagerRetail, 51 - 200 employeesUsed the software for: More than 2 years. “I seem to have the most issues with reporting, I think it's inconsistant and hard to get to. “ January 30, 2025 ## Showing most helpful reviews Showing 1-25 of 581 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use R Reviewer Customer service rep Used the software for: Less than 1 year ### "Nice cxone2112" September 27, 2026 5.0 Strong enterprise contact center platforms available. It excels in AI-powered automation, workforce management. Pros Reliable scalability for large enterprises handling high customer volumes. Robust workforce management tools for forecasting, scheduling, Cons Because the software is so extensive, steep learning curve for administrators and agents. User interface is also complex. Review Source R Reviewer administrador Used the software for: 3-5 years ### "Boa plataforma para atendimento e gestão" September 21, 2026 5.0 É uma plataforma completa e que atende bem às necessidades de uma operação de atendimento. Depois que você aprende a usar os principais recursos, o dia a dia fica bem mais organizado. Pros O NiCE CXone facilita bastante a gestão dos atendimentos e ajuda a centralizar as informações em um só lugar. Os recursos de monitoramento e acompanhamento são úteis para entender melhor a operação. Cons No começo, pode ser um pouco complicado encontrar e configurar algumas funções. Também acho que a interface poderia ser mais simples em alguns pontos. Review Source Carli N. Scheduling Used the software for: Less than 1 year ### "Efficient and easy to use system " April 15, 2026 5.0 My overall experience with CXone Mpower is very positive. We use it along with Salesforce and they go great hand in hand. It was a little bit of a learning curve but now that it's fully implemented we have no issues. Pros What I like most about CXone Mpower is it never lags and is always efficient to use. I always like the ability of going back and listening to any call if need be. Cons What I like least about CXone Mpower is that when I receive an email I have to respond and disposition the email asap before I can get any new inbound calls. It will hold the calls in the queue which upsets customers. Review Source R Reviewer Senior Director Sales Marketing Used the software for: 3-5 years ### "Excellent Resource; Future Versions Will Be Even Better" September 22, 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. Review Source SM Sergio M. Senior Call Center Administrator Used the software for: 3-5 years ### "NICE CXone Product Review" November 7, 2024 4.0 Pros The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics. Our TAM's have provided exceptional service and do a great job following up on open items. Cons The technical support team. They sometimes fail to understand the issues, and I find myself repeating myself to several points of contact. Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented. Review Source Adam K. Workforce Manager Used the software for: Less than 1 year ### "I can't use this" September 4, 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. Review Source R Reviewer Automation Consultant Used the software for: 3-5 years ### "Great Business Partner" November 7, 2024 4.0 Good experience, everyone we've worked with has been helpful. It's the knowledge base that seems to cause confusion and/or new product features that don't work as expected. Pros Leading edge of contact center technology Cons Lack of support and training and downtime due to issues. Review Source Verified Reviewer Service Desk Analyst II Used the software for: Less than 1 year ### "How "Nice" of You to Read My "inContact" Review!!" March 1, 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. Review Source R Reviewer Director Used the software for: 1-3 years ### "Great Product" August 31, 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 Review Source PS Paul S. Networks & IT Lead Used the software for: 1-3 years ### "NICE CXone, the complete solution" August 25, 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 Review Source Ryan C. IT Manager Used the software for: 3-5 years ### "Excellent VOIP Service" May 21, 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. Review Source R Reviewer Benefits Assistance Center Team Lead Used the software for: 1-3 years ### "NICE CXone is a significant upgrade from our previous system!" February 2, 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. Review Source Travis G. Senior Sales Engineer Used the software for: 3-5 years ### "Swiss Army Knife" October 30, 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. Review Source R Reviewer WFM Analyst Used the software for: Less than 1 year ### "CXone Mpower, no dark mode" January 8, 2025 5.0 Pros Ease of use. Integrates well with our systems. Cons No Dark mode. I find my eye strain increases looking at the 'bright' screen all day long. Review Source VR Verified Reviewer Supervisor Used the software for: 1-3 years ### "My experiance as a team lead with NICE CXone" May 19, 2023 5.0 As a totally remote operation, It prove to be an invaluable tool and was easy to monitor and grade our representatives' performance. Pros My personal experience is on the pros:Comprehensive features: CXone offers a wide range of tools, such as routing, workforce management, and analytics, which have improved our team's productivity and efficiency.Scalability: CXone can easily accommodate our growing business needs, allowing us to expand our operations without worrying about infrastructure limitations.Cloud-based accessibility: The platform's cloud-based nature enables us to manage our contact center remotely and allows agents to work from anywhere, providing flexibility and uninterrupted customer support. Cons Learning curve: Due to its extensive feature set, CXone may require some time and training for new users to fully grasp its capabilities. Proper onboarding and support are important for a smooth transition.Cost considerations: CXone's pricing may be a concern for businesses with limited budgets. It's crucial to carefully evaluate the costs and benefits to ensure it aligns with our financial goals.Customization limitations: While CXone offers a solid foundation, there may be limitations in terms of customizing the platform to fit our specific business requirements. We should assess whether it can meet our unique needs.Also it wort to mention that we presented some failures on a daily basis and the support was not the best. Review Source R Reviewer Director, Community Impact Used the software for: 3-5 years ### "Nonprofit that Highly Recommends NICE InContact" August 25, 2023 5.0 Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support. Pros The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features. Cons Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix. Review Source Tina H. Digital Contact Center Solutions Used the software for: Less than 1 year ### "You CAN'T Go Wrong with NICE CXOne!!!" October 15, 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 R Reviewer Customer Service Agent Used the software for: 1-3 years ### "Nice Interface" May 17, 2022 5.0 I loved the app it helped my agents perform their jobs more efficiently Pros I love how i was able to control the information uploaded into the software for employees to manage. Cons The setup process is not easy if your not knowledgeable of the content and or company your using the software for Review Source R Reviewer Contact Center Manager Used the software for: 3-5 years ### "CXOne reminds me of a shiny, sleek, sports car powered by a go-cart engine. " March 2, 2021 4.0 It was much better several years ago but with every recent "upgrade" it has gotten worse. Latency is extreme to the point that all managers within our Contact Center have pleaded with our technology department to be removed from Single Sign On which we were only granted several weeks. As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our computers, etc. The ACD screen freezes consistently and we are DAILY reaching out to our WFM team and asking them to move agents in and out of skills due to our timeouts and latency. These are truly daily occurrences and not the ramblings of a disgruntled user that is inconvenienced on an occasional basis. Pros The Dashboards are easy to configure and provide a nice view that you can tailor to both your department and/or individual needs. Cons As mentioned above, the Dashboards are very nice but I am often 2-3 minutes behind from a "real-time" view. Additionally, the most basic enhancements seem near impossible to consider as I'm regularly told "the system wasn't built that way". The Real Time Adherence view is a great example of this as I'll be monitoring 50 agents with an additional 10-15 that aren't even in a working state (in some case, even employees that do NOT work within the Contact Center). Basically, I'm looking at a bunch of "white noise" on the RTA screen instead of agents solely within my department. The issues may very well be concerns with my employer's technology team but since they are the ones in direct discussion with inContact, I just have to go by what they are saying. Review Source Mike B. Student Success Manager Used the software for: 3-5 years ### "NICE inContact might be a great for you, but it isn't right for me" January 25, 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 R Reviewer Sr. Business Systems Analyst Used the software for: 3-5 years ### "The pros and cons of Nice CXone" February 8, 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. Review Source JMP Joan Manuel P. IT Director Used the software for: Less than 1 year ### "Excellent solution for client engagement" January 12, 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 Miles D. Director of Support Used the software for: 1-3 years ### "Terrible Onboarding Experience" March 12, 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. Review Source Verified Reviewer Technical Support Used the software for: Less than 1 year ### "Very efficient and smooth communicator" November 11, 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 R Reviewer Network Engineer V Used the software for: 3-5 years ### "Stuff \[sensitive content hidden\] Thinks" June 10, 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" 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.