--- title: NICE CXone Reviews meta_title: 'NICE CXone Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1730 reviews by the users' company size, role or industry to find out how NICE CXone works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 1730 scale: '5' date_modified: '2026-10-23' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center ---

NICE CXone Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users appreciate the intuitive interface of NICE CXone, making it simple for new employees to adapt quickly. (38 mentions)
Users appreciate the intuitive interface and comprehensive features of NICE CXone, enhancing customer service and usability. (27 mentions)
Users value the intuitive interface and easy implementation of NICE CXone, enhancing overall efficiency and user experience. (26 mentions)
Users find the intuitive interface of NICE CXone easy for new employees, enhancing overall customer service effectiveness. (21 mentions)
Users praise the intuitive interface of NICE CXone, appreciating its ease of navigation and seamless cloud-based calling experience. (15 mentions)
Users often face call issues with NICE CXone, experiencing dropped calls and difficulty changing agent status during critical moments. (14 mentions)
Users experience frequent technical issues with lag, crashes, and outages, disrupting their workflow and impacting performance. (14 mentions)
Users struggle with the steep learning curve of NICE CXone, highlighting the need for improved training resources. (10 mentions)
Users express frustration with the missing features in NICE CXone, particularly the lack of integrated tools and supervisor mode. (10 mentions)
Users consistently face poor customer support, especially in accessing billing and getting timely technical assistance. (10 mentions)

5 Pros or Advantages of NICE CXone

1. Ease of Use
Users appreciate the intuitive interface of NICE CXone, making it simple for new employees to adapt quickly.
See 38 mentions

See Related User Reviews

JS

Jessielyn S.

Mid-Market (51-1000 emp.)

5.0/5

"Easy Schedule and Availability Management with Nice"

What do you like about NICE CXone?

The helpful about Nice is that I can easly manage my schedule and my availability.

Dahlia R.
DR

Dahlia R.

Small-Business (50 or fewer emp.)

5.0/5

"Comprehensive Performance Tracking with Great Features"

What do you like about NICE CXone?

I like how it provides different features for us to review our performance, and activity throughout the day. It is a tool we use frequently during the

2. Features
Users appreciate the intuitive interface and comprehensive features of NICE CXone, enhancing customer service and usability.
See 27 mentions

See Related User Reviews

Verified User
U

Verified User

Mid-Market (51-1000 emp.)

1.0/5

"NICE used as a punishing tool instead of growth"

What do you like about NICE CXone?

I like the improved analytics and reporting because they give supervisors better visibility into agent performance and customer interactions.

Dahlia R.
DR

Dahlia R.

Small-Business (50 or fewer emp.)

5.0/5

"Comprehensive Performance Tracking with Great Features"

What do you like about NICE CXone?

I like how it provides different features for us to review our performance, and activity throughout the day. It is a tool we use frequently during the

3. Efficiency
Users value the intuitive interface and easy implementation of NICE CXone, enhancing overall efficiency and user experience.
See 26 mentions

See Related User Reviews

Dahlia R.
DR

Dahlia R.

Small-Business (50 or fewer emp.)

5.0/5

"Comprehensive Performance Tracking with Great Features"

What do you like about NICE CXone?

I like how it provides different features for us to review our performance, and activity throughout the day. It is a tool we use frequently during the

Verified User
U

Verified User

Mid-Market (51-1000 emp.)

4.0/5

"Efficient Call Reporting and Sorting with NICE CXone Mpower"

What do you like about NICE CXone?

NICE CXone Mpower is nice because in quality we can pull calls from reports in an efficient manner. There are several options for sorting and pulling

4. Helpful
Users find the intuitive interface of NICE CXone easy for new employees, enhancing overall customer service effectiveness.
See 21 mentions

See Related User Reviews

Verified User
U

Verified User

Mid-Market (51-1000 emp.)

1.0/5

"NICE used as a punishing tool instead of growth"

What do you like about NICE CXone?

I like the improved analytics and reporting because they give supervisors better visibility into agent performance and customer interactions.

JS

Jessielyn S.

Mid-Market (51-1000 emp.)

5.0/5

"Easy Schedule and Availability Management with Nice"

What do you like about NICE CXone?

The helpful about Nice is that I can easly manage my schedule and my availability.

5. User Interface
Users praise the intuitive interface of NICE CXone, appreciating its ease of navigation and seamless cloud-based calling experience.
See 15 mentions

See Related User Reviews

Alex L.
AL

Alex L.

Enterprise (> 1000 emp.)

4.5/5

"Reliable and Efficient Customer Experience Platform"

What do you like about NICE CXone?

What I like best about NiCE CXone Mpower is its intuitive interface and smooth integration with daily workflows. It centralizes communication tools in

Aditya K.
AK

Aditya K.

Mid-Market (51-1000 emp.)

5.0/5

"Best tool for outbound and inbound corporate calls"

What do you like about NICE CXone?

Easy to use interface, quick setup, good quality

5 Cons or Disadvantages of NICE CXone

1. Call Issues
Users often face call issues with NICE CXone, experiencing dropped calls and difficulty changing agent status during critical moments.
See 14 mentions

See Related User Reviews

Verified User
U

Verified User

Mid-Market (51-1000 emp.)

4.0/5

"Efficient Call Reporting and Sorting with NICE CXone Mpower"

What do you dislike about NICE CXone?

NICE CXone Mpower can sometimes refuse on agents when taking inbound calls from the interference with multiple applications operating at the same time

Sumit B.
SB

Sumit B.

Enterprise (> 1000 emp.)

3.5/5

"A contact centre with great feature with lots of scope of improvement"

What do you dislike about NICE CXone?

This will be a bigger list. - The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it h

2. Technical Issues
Users experience frequent technical issues with lag, crashes, and outages, disrupting their workflow and impacting performance.
See 14 mentions

See Related User Reviews

Dahlia R.
DR

Dahlia R.

Small-Business (50 or fewer emp.)

5.0/5

"Comprehensive Performance Tracking with Great Features"

What do you dislike about NICE CXone?

It can be it bit difficult to use when the system is experiencing glitching.

Verified User
U

Verified User

Mid-Market (51-1000 emp.)

4.0/5

"Efficient Call Reporting and Sorting with NICE CXone Mpower"

What do you dislike about NICE CXone?

NICE CXone Mpower can sometimes refuse on agents when taking inbound calls from the interference with multiple applications operating at the same time

3. Learning Curve
Users struggle with the steep learning curve of NICE CXone, highlighting the need for improved training resources.
See 10 mentions

See Related User Reviews

Stephen A.
SA

Stephen A.

Mid-Market (51-1000 emp.)

3.5/5

"Great Lead Visibility, but Reporting Still Hard to Understand"

What do you dislike about NICE CXone?

Reporting was hard to understand. Was getting better but still worst part

Sumit B.
SB

Sumit B.

Enterprise (> 1000 emp.)

3.5/5

"A contact centre with great feature with lots of scope of improvement"

What do you dislike about NICE CXone?

This will be a bigger list. - The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it h

4. Missing Features
Users express frustration with the missing features in NICE CXone, particularly the lack of integrated tools and supervisor mode.
See 10 mentions

See Related User Reviews

JS

Jessielyn S.

Mid-Market (51-1000 emp.)

5.0/5

"Easy Schedule and Availability Management with Nice"

What do you dislike about NICE CXone?

The least hhelpful about Nice is the alert dateson the left side, it's not allowing me to choose the specific date for my previous schedule.

Alexander B.
AB

Alexander B.

Mid-Market (51-1000 emp.)

0.5/5

"Support and Community Need Improvement"

What do you dislike about NICE CXone?

Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies b

5. Poor Customer Support
Users consistently face poor customer support, especially in accessing billing and getting timely technical assistance.
See 10 mentions

See Related User Reviews

Alexander B.
AB

Alexander B.

Mid-Market (51-1000 emp.)

0.5/5

"Support and Community Need Improvement"

What do you dislike about NICE CXone?

Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies b

RK

Roland K.

Small-Business (50 or fewer emp.)

5.0/5

"Helpful product with incredible new features"

What do you dislike about NICE CXone?

Sometimes integration don't work as well as they should, but it's nothing serious. Also, it's not easy to contact the billing or customer service depa

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NICE CXone Reviews (1,730)

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NICE CXone Reviews (1,730)

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4.3
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Verified User in Alternative Dispute Resolution
CA
Verified User in Alternative Dispute Resolution
Small-Business (50 or fewer emp.)
"Great automation system for customer service purposes"
5/5
What do you like best about NICE CXone?

I like the idea how it proactively anticipate customers needs and can fix issues before we become major issues. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

Overall, I don’t have any complaints about it. It just needs to be probably a little bit more user-friendly. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

We're glad to hear that you find NiCE CXone Mpower to be proactive in anticipating customer needs and resolving issues. We appreciate your feedback!

Verified User in Hospital & Health Care
AH
Verified User in Hospital & Health Care
Mid-Market (51-1000 emp.)
"Not a pleasant experience"
1/5
What do you like best about NICE CXone?

The ease to integrate via API to other application. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

1. The hidden costing that was not mentioned

2. The delay in getting support services

3. Support team doesn't listen to the problem and make their own assumptions of the issues

4. The constant issues in connection and drop calls.

5. The inability for a simple task to be completed quickly.

6. Everything needs to be invoiced at exorbitant rate

7. Costing structure not conducive for Asian countries. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

We're sorry to hear about the challenges you've faced. We are committed to providing transparent pricing and prompt support. Your feedback will be used to make necessary improvements and ensure a more positive experience for our customers.

CB
Chris B.
Customer Service Center Director
Mid-Market (51-1000 emp.)
"Outstanding Platform"
4.5/5
What do you like best about NICE CXone?

The platform is very user friendly. They are prompt with customer support when needed. It is very customizable to match to the CRM that you are using. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

Some of the backend programming is a bit harder to understand for most folks so you have to spend a lot of time learning it. The tech support is very good but sometimes hard to understand so things can be lost in translation. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

We're thrilled to hear that you find NICE CXone user-friendly and customizable. Our team is dedicated to providing prompt and helpful customer support.

Juan G.
JG
Juan G.
Reservations Agent
Mid-Market (51-1000 emp.)
"Great optimization platform"
5/5
What do you like best about NICE CXone?

the support from NICE is commendable, with responsive customer service and extensive resources to help with deployment and ongoing management. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

Everything was smooth and works perfectly fine for me Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

Thank you for sharing that you find our support commendable and our resources helpful. Your feedback is appreciated!

JW
James W.
Enterprise (> 1000 emp.)
"25 years in Contact Centers choose NICE CXone for the past 10 years"
5/5
What do you like best about NICE CXone?

The versatility and customization. It is the only CCaaS platform that offers everything in one. Everything working through one platform is powerful. It is easy to learn and use. The difficulty is in the design aspect.

After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).

Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

Your experience with NICE CXone is completely dependent on the design and execution by the Professional Services implementation team. The team can vary from horrible to amazing. Depending on their experience and knowledge.

On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.

And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

We're glad to hear that you have found NICE CXone to be versatile and customizable, and that it has been a powerful all-in-one solution for you and your clients' contact center needs. Thank you for being a loyal customer!

Verified User in Human Resources
AH
Verified User in Human Resources
Small-Business (50 or fewer emp.)
"Great interconnectivity and Service"
5/5
What do you like best about NICE CXone?

We love the way it seamlessly works with our other products. And it is customizable for our needs. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

The learning curve to teach how to use the software is high. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

We appreciate your feedback on NICE CXone Mpower. It's great to hear that it saves you countless hours of work and helps you call the right places at the right times.

Nicole Geraldine D.
ND
Nicole Geraldine D.
Quality Coordinator
Enterprise (> 1000 emp.)
"NICE CXone"
5/5
What do you like best about NICE CXone?

The facility to look and create reports in the tool, also the interfaces that it creates with the user while looking for a call Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

Sometimes the application in windows get glitches and frezees itself Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

Thank you for taking the time to share your experience with NICE CXone Mpower!

Ishara B.
IB
Ishara B.
Customer Service Manager
Mid-Market (51-1000 emp.)
"Perfect for organized use"
3.5/5
What do you like best about NICE CXone?

The automatics prompt replies has to be my fav part. It makes solving customer issues much easier and faster. Very fast and efficient platform Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

It does offer sort of robotic responses but you can always tailor it to make it sound better and more human like. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

We appreciate your input and are pleased to hear that NICE CXone is helping you achieve faster communication and resolution times with customers.

Verified User in Wholesale
UW
Verified User in Wholesale
Mid-Market (51-1000 emp.)
"Nice Mpower review"
2.5/5
What do you like best about NICE CXone?

automating customer service is nice and the function is decent. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

its not easy to learn or use. better training is needed. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

We apologize for any difficulties you've experienced with learning and using our platform. We are constantly working to improve our training resources.

Verified User in Consulting
UC
Verified User in Consulting
Small-Business (50 or fewer emp.)
"Extremely Helpful"
5/5
What do you like best about NICE CXone?

It's resourceful and helpful when looking for valuable information. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

I don't have no dislikes about NICE CXone Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone
Edit edit

It's great to hear that NiCE CXone Mpower is helping you solve credential issues and providing valuable benefits for you.
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