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NICE CXone pros and cons

Vendor: NICE

4.2 out of 5

16 reviews
96% willing to recommend

Pros & Cons summary

NICE CXone offers terrific customer support and outstanding technical assistance. It provides real-time visibility, allowing users to adjust queues and call routes efficiently. The omnichannel capabilities ensure consistent customer journeys with enhanced productivity. The system's flexibility appeals to organizations seeking control. However, it lacks certain features like GitHub pull requests and experiences issues with audio quality. NICE CXone is perceived as costly, especially compared to competitors like Zoom, and faces limitations with document downloading and format conversion.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Customer support is terrific, with a team that is personable, informed, and responsive.

The technical support for NICE CXone is outstanding.

NICE CXone offers real-time visibility, empowering users to make adjustments on the fly, such as altering queues and call routing.

Omnichannel capabilities impact customer journey consistency excellently, providing a single pane of glass for all channels to enhance productivity.

The system is highly flexible and powerful, appealing to organizations wanting control over their environment.

CONS

NICE CXone lacks GitHub pull request functionality for collaborative writing, and extraction tools for transitioning documents to other formats like Markdown.

NICE CXone can result in increased costs due to its modularity and need for additional licenses when adding new services.

NICE CXone experiences issues with slow document downloading and limited format conversion options.

Users encounter audio issues like diffused calls and crackling audio in NICE CXone.

Compared to competitors like Zoom, NICE CXone is considered expensive and less cost-effective.

NICE CXone Pros review quotes

Principal Writer & User Experience Design at a tech company with 201-500 employees

Feb 16, 2018

It has the ability to edit the HTML, as well as the WYSIWYG.

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reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

Mar 17, 2020

I have found the ease of use of the ACD to be most valuable along with the inView dashboard.

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reviewer1314576

Service Level Supervisor at a comms service provider with 51-200 employees

Mar 19, 2020

It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum.

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reviewer1356096

Donor Management Supervisor at a pharma/biotech company with 201-500 employees

May 21, 2020

inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not.

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reviewer1356090

Donor Management Coordinator at Legacy Donor Services Foundation

May 21, 2020

It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with.

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reviewer1356081

Donor Management Coordinator at Legacy Donor Services Foundation

May 22, 2020

We are able to see the calls in queue and able to see if someone is available or not.

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KS

Kimberly Stump, R.T. (R), CTBS

Donor Center Manager at Wytheville Community College

May 27, 2020

Being able to listen in on a call, which is exceptionally good with training.

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AG

Technology Specialist at Cognizant

Apr 18, 2025

The technical support for NICE CXone is outstanding.

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Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

Aug 20, 2025

Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.

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MP

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Jan 9, 2026

I assess the impact of the omnichannel capabilities on customer journey consistency as excellent, as it is a single pane of glass solution where all channels and omnichannel features are available, which is very supportive and increases customer productivity overall.

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NICE CXone Cons review quotes

Principal Writer & User Experience Design at a tech company with 201-500 employees

Feb 16, 2018

One of the biggest missing pieces is a link checker.

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reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

Mar 17, 2020

I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.

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reviewer1314576

Service Level Supervisor at a comms service provider with 51-200 employees

Mar 19, 2020

I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended.

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Free Report: NICE CXone Reviews and More

Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.

880,255 professionals have used our research since 2012.

reviewer1356096

Donor Management Supervisor at a pharma/biotech company with 201-500 employees

May 21, 2020

inContact should offer a way to send faxes.

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reviewer1356090

Donor Management Coordinator at Legacy Donor Services Foundation

May 21, 2020

It is a hassle, if you are busy and caught up with something, that it will log you out.

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reviewer1356081

Donor Management Coordinator at Legacy Donor Services Foundation

May 22, 2020

There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release.

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KS

Kimberly Stump, R.T. (R), CTBS

Donor Center Manager at Wytheville Community College

May 27, 2020

It could improve the quality of calls.

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AG

Technology Specialist at Cognizant

Apr 18, 2025

The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.

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Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

Aug 20, 2025

Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools.

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MP

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Jan 9, 2026

NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives.

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