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Top Rated
252 Ratings
1 Ratings
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Score 7 out of 100

NICE inContact CXone

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Top Rated
252 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

UKG Dimensions (formerly Kronos Workforce Dimensions)

Well Suited:Kronos Dimensions are well suited for organizations where time is tracked for hourly employees. To calculate overtime for Salary Non-Exempt employees, and to track the hours for temps.Approvals can be made through email for the timecardsComplex overtime rules can be handled through payrolls conceptLess Suited: A very low workforce who punch hours, since the timeclocks can be expensive.
Lavanya Reddy | TrustRadius Reviewer

NICE inContact CXone

NICE is great for a replacement queue monitoring/management system. NICE also is great for employee micro management, monitoring and service agreement level expectation/results. Overall it accompanies itself with a wide range of tools and utilities, and is a certain upgrade for anyone looking for a well suited user friendly GUI System.
Jordan Fiander | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.2
Agent dashboard
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.0
Validate callers
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.5
Outbound response
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
7.3
Call forwarding
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.2
Click-to-call (CTC)
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
7.7
Warm transfer
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.2
Predictive dialing
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
7.5
Interactive voice response
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.4
REST APIs
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.4
Call scripts
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.6
Call tracking
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.7
Multichannel integration
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.5
CRM software integration
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.1

Workforce Optimization (WFO)

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.4
Inbound call routing
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
9.0
Omnichannel inbound routing
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.6
Recording
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.3
Quality management
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.0
Call analytics
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.5
Historical reporting
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.4
Live reporting
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
7.6
Customer surveys
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.8
Customer interaction analytics
UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.4

Pros

UKG Dimensions (formerly Kronos Workforce Dimensions)

  • Dataviews and Reports
  • Function and Display Access Profiles
Lavanya Reddy | TrustRadius Reviewer

NICE inContact CXone

  • I feel the system's layout are easy to understand. I feel this is a strength because it cuts down on training time.
  • I like having a quick, nicely organized view for stats that allows me to quickly see how an employee is doing throughout the day or week.
  • Being able to integrate NICE into other systems, or with other apps, allows for the flexibility we need.
Dustin Auman | TrustRadius Reviewer

Cons

UKG Dimensions (formerly Kronos Workforce Dimensions)

  • The training sessions provided in KMap should have more content to understand the concepts.
  • The Interface outputs summary section can be improved to allow a printable format.
Lavanya Reddy | TrustRadius Reviewer

NICE inContact CXone

  • Escalating to the correct resource in customer support can sometimes take longer than needed.
  • Purchasing DIDs is much more difficult than it should be.
  • Tuning the AMD settings requires the input of a SME and cannot be done on your own.
Marvin Leininger | TrustRadius Reviewer

Likelihood to Renew

UKG Dimensions (formerly Kronos Workforce Dimensions)

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.0
Based on 12 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Usability

UKG Dimensions (formerly Kronos Workforce Dimensions)

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.3
Based on 203 answers
I give this rating because in the years we've used them, I haven't had real issues with using NICE inContact CXone. If there has been an issue, it's addressed and handle in a timely manner. Problems have't recurred, so I know when they address it the first time, it's being fixed for the long run. It helps us as a business be able to function better and be more successful.
Louena Tauteoli | TrustRadius Reviewer

Support Rating

UKG Dimensions (formerly Kronos Workforce Dimensions)

UKG Dimensions (formerly Kronos Workforce Dimensions) 7.0
Based on 2 answers
  • Kronos Workforce Dimensions a new product, and it has a lot of scope for improvement, with future releases. One of the best tools to perform time tracking.
  • Their support team is very knowledgeable, and their SLA's are pretty tight. Any query raised would be addressed in a few hours.
  • Timeclock configuration can be complicated; however, their support team knows the processes and guidelines.
Lavanya Reddy | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.3
Based on 4 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

UKG Dimensions (formerly Kronos Workforce Dimensions)

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 1 answer
Nice trainer from NIC
Somveer Singh | TrustRadius Reviewer

Online Training

UKG Dimensions (formerly Kronos Workforce Dimensions)

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 1 answer
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

UKG Dimensions (formerly Kronos Workforce Dimensions)

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.5
Based on 4 answers
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

UKG Dimensions (formerly Kronos Workforce Dimensions)

Kronos Workforce Dimensions is a very robust time tracking tool, which provides much flexibility for configuring the timecard and various rules to pay overtime. Kronos Workforce Dimensions also has their own timecards, which would automatically integrate with dimensions. Thus additional integration costs for other clocks are not required. Their support system is incredible, and they provide the bulk of training on their knowledge map.
Lavanya Reddy | TrustRadius Reviewer

NICE inContact CXone

While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later than expected for not at all. Reports are run and exported in exponentially quicker times in inContact.
Kevin Lintner | TrustRadius Reviewer

Return on Investment

UKG Dimensions (formerly Kronos Workforce Dimensions)

  • No Java required for WFD as its cloud based.
  • Since its SAAS, all the latest patches would be automatically applied.
Lavanya Reddy | TrustRadius Reviewer

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Screenshots

Pricing Details

UKG Dimensions (formerly Kronos Workforce Dimensions)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional

NICE inContact CXone

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

UKG Dimensions (formerly Kronos Workforce Dimensions)
7.0
NICE inContact CXone
8.0

Likelihood to Renew

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.0

Usability

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.3

Reliability and Availability

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.2

Performance

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.2

Support Rating

UKG Dimensions (formerly Kronos Workforce Dimensions)
7.0
NICE inContact CXone
7.3

In-Person Training

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
7.3

Online Training

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
7.3

Implementation Rating

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.5

Scalability

UKG Dimensions (formerly Kronos Workforce Dimensions)
NICE inContact CXone
8.2

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