# NiCE CXone Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is NiCE CXone the right Call Center solution for you? Explore 581 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews --- NiCE CXone 4.2 (581) [View alternatives](https://www.capterra.com/p/134775/inContact-Call-Center-Software/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 6th, 2026 # Reviews of NiCE CXone Ease of use 4.2 Customer Service 4.0 ## Pros and Cons in Reviews Intuitive and accessible interface 87% positive reviews out of 220 Most reviewers indicate ease of use enables quick adoption, remote access, efficient customization, and smooth daily operations. Recurring glitches and instability 71% negative reviews out of 68 Most reviewers comment bugs and issues cause frequent crashes, system errors, and delayed technical support resolution. Abel A Agent , 2 - 10 employees. "I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any of the difficulties encountered" Comprehensive feature-rich platform 88% positive reviews out of 41 Most reviewers describe features as extensive, customizable, and regularly updated, streamlining workflows and improving efficiency. Vipul J Senior Manager Quality, 10,001+ employees. "User friendly with advance features including planning, managing real times queues, quality management etc." Frequent lag and slowdowns 76% negative reviews out of 34 Most reviewers report performance and speed issues, including system lags, slow loading, and time-consuming data processing. Seamless system integrations 87% positive reviews out of 30 Most reviewers find integrations straightforward, allowing smooth connection with CRMs, communication tools, and scalable business processes. Persistent connectivity disruptions 90% negative reviews out of 30 Most reviewers indicate connection issues, outages, and unreliable network stability regularly interrupt workflow and require frequent troubleshooting. Amy A Director, Community Impact, 51 - 200 employees. "We also had issues with connectivity that took months before identifying the issue to fix." ## Showing most helpful reviews Showing 1-25 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Saskia M. Senior Director Sales Marketing Restaurants Used the software for: 2+ years ### "Excellent Resource; Future Versions Will Be Even Better" September 19, 2023 5.0 It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them. Pros It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly. Cons The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time. Switched from [Five9](https://www.capterra.com/p/132405/Five9/)[CloudTalk](https://www.capterra.com/p/182004/CloudTalk/) We haven't seen a customer care software with more features than this one. We've all been able to multitask better, service clients more quickly across channels, and ultimately bring in more business. We think you'll find that the program's interface is so straightforward that there's almost no learning curve to using it. Review Source JS Jamie S. WFM Analyst Financial Services Used the software for: 1-2 years ### "CX One review" October 17, 2024 4.0 It's better than the previous tool we used. Pros It's easy to skill agents and build dashboards. Cons Time it takes to build things out like teams. Switched from [Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/) The quality was not sufficient and we wanted one platform for multiple products Review Source JW Jim W. admin Apparel & Fashion Used the software for: 6-12 months ### "It's Not Bad " October 21, 2024 3.0 i would say it's ok but not great. Needs more flushing out Pros nice interface easy to use and very straight forward. Cons lacks features of other competitors. Needs to be more robust. Review Source VR Verified Reviewer Service Desk Analyst II Information Technology and Services Used the software for: 6-12 months ### "How "Nice" of You to Read My "inContact" Review!!" February 25, 2021 4.0 I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes. Pros I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized. Cons I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again. Reason for choosing NiCE CXone NICE inContact was the only product that was considered to my knowledge. Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Needed an upgrade to a dying out infrastructure and NICE inContact was the best fit for the hole to fill. Review Source CB Chris B. Director Health, Wellness and Fitness Used the software for: 1-2 years ### "Great Product" August 30, 2023 5.0 Pros Very easy to use, able to be deployed with little to no issues and it is always kept up to date Cons Tech support can take a little longer to get a case worked when something does come up Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[Five9](https://www.capterra.com/p/132405/Five9/)[MiVoice Business Solution](https://www.capterra.com/p/140996/MiVoice-Business-Solution/) Reason for choosing NiCE CXone The ability to intgrate with out using 3rd parties Switched from [MiVoice Business Solution](https://www.capterra.com/p/140996/MiVoice-Business-Solution/) It was not able to integrate with our CRM very easily, required 3rd party customized solutions to make things work how we needed Review Source PS Paul S. Networks & IT Lead Financial Services Used the software for: 1-2 years ### "NICE CXone, the complete solution" August 24, 2023 5.0 We have had a positive experience, the solution works seamless and is integrated across all of the products on offer Pros This is a complete cloud solution which enables us to have the latest and greatest solution available Cons The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) This was a traditional on premise solution, the cost for constant maintenance and support made this an expensive lack luster product Review Source Ryan C. IT Manager Information Technology and Services Used the software for: 2+ years ### "Excellent VOIP Service" May 19, 2020 5.0 We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider. Pros I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great. Cons The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though. Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/) Switched from [Five9](https://www.capterra.com/p/132405/Five9/) We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in Review Source Response from NiCE July 1, 2020 We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams. Travis G. Senior Sales Engineer Computer Software Used the software for: 2+ years ### "Swiss Army Knife" October 27, 2020 5.0 They are a fair and firm company that says what they will do, and they do what they say. Pros There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options. Cons I wish that there were sentiment analysis for the SMS side of the omnichannel. Alternatives considered [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing NiCE CXone It had all of the products ready to go for omnichannel. Switched from [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) I needed HIPAA compliance and a 99.99% SLA. Review Source 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. NK Nila K. Customer experience Health, Wellness and Fitness Used the software for: Less than 6 months ### "NICE is nice!" June 11, 2025 5.0 My overall experience with NICE is great! I enjoy using it on a daily basis . Makes employees jobs much easier Pros Ease of use very upset friendly, and simple system to work with. I enjoy working with this system it is great Cons Nothing NICE is a great system to use for efficiency and monitoring . Also great to work with calls both answering and making calls Review Source LS Laila S. Payment Solutions Advisor Banking Used the software for: Less than 6 months ### "Needs more improvement" December 15, 2024 4.0 fix the overall bugs. i find it to be a good software tool but it should be able to differentiate whether it is a voicemail or an actual person picking up the phone and not disconnect right away. Pros easy to use, user friendly interface. wish it had more options in terms of ringer tones and color features. Cons laggy. sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail. Review Source JB James B. Network Engineer V Hospitality Used the software for: 2+ years ### "Stuff \[sensitive content hidden\] Thinks" June 7, 2024 5.0 Pretty darn good, there are dark spot also, but in general good. Pros The ability to do whatever I think of, I can do Cons Troubleshooting the "Carrier Services" is not what I would call "stellar" Reason for choosing NiCE CXone It was chosen before I started, so Not applicable Review Source JH Juliana H. Quality Utilities Used the software for: 1-2 years ### "Excellent Product " June 6, 2024 5.0 Pros QMA - is used daily and very user friendly, record keeping, reporting. Cons Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings. Review Source 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. VR Verified Reviewer Partner Relationship Manager, Reservations and Customer Care Hospitality Used the software for: 2+ years ### "Omnichannel, Multi-site, International Contact Center" November 11, 2019 3.0 InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.). Pros InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform. Cons We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to. Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication. Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system. Review Source Response from NiCE November 25, 2019 Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams. Shanice P. Customer Service Agent Telecommunications Used the software for: 1-2 years ### "Nice Interface" May 16, 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 CC Clinton C. Contact Center Manager Financial Services Used the software for: 2+ years ### "CXOne reminds me of a shiny, sleek, sports car powered by a go-cart engine. " March 1, 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 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 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. MJ Mark J. Sr. Analyst III Banking Used the software for: 2+ years ### "Summary" November 10, 2020 4.0 I use Active Contacts on the Pre-Built Reports and it is very sloppy not very accurate shows many call that are not there in reality and have to filter the usable information. the biggest thing I would love to see is a exemption to the timer on turning off. We sue the views in a Command Center on a view that when it times out is a pain to get back , have to log back in and go the to views and adjust them, I would love to be able to turn the timer off. Pros Ease of use once you get used to it navigation is fairly easy. Cons Has glitches and slow to respond at time's , Switched from [The Service Program](https://www.capterra.com/p/92921/The-Service-Program/) Company decsiosn Review Source AN Anthony N. Platform and Workforce Manager Banking Used the software for: 2+ years ### "Great Platform" February 5, 2024 5.0 Pros Ease of use, reporting stack and the support from the TAMs Cons I think QMA could be better regarding plans and reporting. Review Source MF Mohamed F. Associate Payments Banking Used the software for: 2+ years ### "Improve call center operations to achieve lean management" January 22, 2023 5.0 NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert into a process. We can also see what the team has been doing to keep things under control. Pros NICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature. Cons Not much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams. Review Source HM Heather M. Customer Service Representative Consumer Services Used the software for: 6-12 months ### "Precise Call Management" February 3, 2023 5.0 My overall experience was great. They have great call recordings, great audio, and most of all you can manage your schedule by yourself. Pros I really liked the feature where we can find our call recordings and timestamps of our activities throughout our shift. It helps agents to keep track of their individual schedules. Cons It's the call toggling for me. Since all agents are queued according to who was available first, agents can toggle to have their queue go down and be at the bottom. Switched from [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) Price wise Review Source CP Chisleu P. Senior Technical Support Expert Outsourcing/Offshoring Used the software for: 2+ years ### "NICE inContact Review" October 26, 2020 5.0 This software really made my work hassle free. Pros What I like most about this software is that, it is very understandable and easy to use. No Need to go deep down and understand every feature, you just have to try some things, and you would automatically know it like the back of your hand. Cons What I like least, is that it kept on asking you to change the password every month. It is not convenient to change the password every now and then because not all users are capable to remember it all the time. Review Source Response from NiCE October 26, 2020 Thank you for your review, Chisleu. Similar Products Featured ## 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.