NICE CXone Mpower vs. Kronos Workforce Dimensions / UKG Dimensions (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone Mpower
Score 8.4 out of 10
N/A
NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.
$71
per month per user
Kronos Workforce Dimensions / UKG Dimensions (discontinued)
Score 7.1 out of 10
N/A
Kronos Workforce Dimensions, later UKG Dimensions was a solution used to automate critical workforce processes such as timekeeping, scheduling, and leave management. The product has been discontinued, and is no longer available for purchase.N/A
Pricing
NICE CXone MpowerKronos Workforce Dimensions / UKG Dimensions (discontinued)
Editions & Modules
CXone Mpower Digital Agent
$71
per month per user
CXone Mpower Voice Agent
$94
per month per user
CXone Mpower Omnichannel Agent
$110
per month per user
CXone Mpower Essential Suite
$135
per month per user
Cxone Mpower Core Suite
$169
per month per user
CXone Mpower Complete Suite
$209
per month per user
CXone Mpower Ultimate Suite
$249
per month per user
No answers on this topic
Offerings
Pricing Offerings
NICE CXone MpowerKronos Workforce Dimensions / UKG Dimensions (discontinued)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details——
More Pricing Information
Community Pulse
NICE CXone MpowerKronos Workforce Dimensions / UKG Dimensions (discontinued)
Top Pros
Top Cons
Features
NICE CXone MpowerKronos Workforce Dimensions / UKG Dimensions (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone Mpower
9.1
583 Ratings
9% above category average
Kronos Workforce Dimensions / UKG Dimensions (discontinued)
-
Ratings
Agent dashboard9.5561 Ratings00 Ratings
Validate callers9.3472 Ratings00 Ratings
Outbound response9.5492 Ratings00 Ratings
Call forwarding9.1444 Ratings00 Ratings
Click-to-call (CTC)8.9404 Ratings00 Ratings
Warm transfer9.5533 Ratings00 Ratings
Predictive dialing9.1318 Ratings00 Ratings
Interactive voice response9.6378 Ratings00 Ratings
REST APIs8.2303 Ratings00 Ratings
Call scripts8.2323 Ratings00 Ratings
Call tracking9.2512 Ratings00 Ratings
Multichannel integration9.2365 Ratings00 Ratings
CRM software integration9.1366 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone Mpower
8.9
558 Ratings
8% above category average
Kronos Workforce Dimensions / UKG Dimensions (discontinued)
-
Ratings
Inbound call routing8.8513 Ratings00 Ratings
Omnichannel inbound routing8.6375 Ratings00 Ratings
Recording9.3497 Ratings00 Ratings
Quality management8.7482 Ratings00 Ratings
Call analytics8.5488 Ratings00 Ratings
Historical reporting9.2481 Ratings00 Ratings
Live reporting9.1467 Ratings00 Ratings
Customer surveys8.3300 Ratings00 Ratings
Customer interaction analytics9.4320 Ratings00 Ratings
Best Alternatives
NICE CXone MpowerKronos Workforce Dimensions / UKG Dimensions (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
When I Work
When I Work
Score 8.9 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
Paypro Workforce Management
Paypro Workforce Management
Score 9.7 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Beeline Extended Workforce Platform
Beeline Extended Workforce Platform
Score 7.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXone MpowerKronos Workforce Dimensions / UKG Dimensions (discontinued)
Likelihood to Recommend
9.4
(615 ratings)
7.1
(32 ratings)
Likelihood to Renew
9.9
(28 ratings)
-
(0 ratings)
Usability
8.9
(589 ratings)
6.9
(2 ratings)
Availability
8.3
(10 ratings)
-
(0 ratings)
Performance
7.9
(10 ratings)
-
(0 ratings)
Support Rating
8.7
(7 ratings)
7.0
(1 ratings)
In-Person Training
7.7
(6 ratings)
-
(0 ratings)
Online Training
8.3
(8 ratings)
-
(0 ratings)
Implementation Rating
8.0
(12 ratings)
-
(0 ratings)
Configurability
8.3
(7 ratings)
-
(0 ratings)
Ease of integration
7.2
(7 ratings)
-
(0 ratings)
Product Scalability
7.5
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(9 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(9 ratings)
-
(0 ratings)
User Testimonials
NICE CXone MpowerKronos Workforce Dimensions / UKG Dimensions (discontinued)
Likelihood to Recommend
NICE Systems
NICE CXone Mpower offers a great suite of products and tools appropriate for contact centers. It is a one stop shop for all of the monitoring, scheduling, reporting, and quality tools a large or small contact center may need. It is very feature rich and has many components, some of which we haven't even grown to adopt yet but may in the near future.
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Discontinued Products
UKG Dimensions will work well with a company size of [fewer] than 10,000 employees. Once you hit over 10K, you start to notice that batch jobs will time out, clocks will perform slower or become unresponsive requiring manual restarts and the employee demographic will take hours to complete. Will the vendor has on their roadmap to increase the performance of the product, it is not at that point.
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Pros
NICE Systems
  • Organizes everyone's interactions within the platform
  • Shows interactions real time with productivity stats
  • Makes Chat/Call quality a breeze with customizable quality forms
  • Easy to share an interaction within the company for others to review
  • Keeps everyone on track with scheduled lunches/breaks/meetings so you don't have to remember yourself and never miss another event again!
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Discontinued Products
  • rule analysis- the rule analysis in this product is much cleaner and easy to follow compared to WFC
  • The level of granularity on FAPs is very helpful for configuring access compared to other platforms
  • UI is very easy to follow and intuitive
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Cons
NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Discontinued Products
  • You got to have a solution for employees with multiple jobs
  • Need to allow customers to easily access your integration technology
  • Your business structure is too restrictive and making the application far less flexible
  • Your professional service team needs a lot of improvement, especially in the execution part
  • Need to have a proven and working interface for business structure automation.
Read full review
Likelihood to Renew
NICE Systems
1. NICE provides responsive, knowledgeable support, ensuring any issues are quickly resolved and minimizing downtime. 2. NICE continuously updates and expands capabilities, ensuring we stay ahead of the curve in customer experience and contact center technology. 3. CXone's cloud-based architecture (Script) and modular design allow us to easily scale and adapt to changing business needs.
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Discontinued Products
No answers on this topic
Usability
NICE Systems
The lack of written SOPs makes some features (WFM / Performance management) very difficult to use. The training provided by NICE is extensive, but it's hard to remember everything shared in the hour. We spend so much time on the platform just trying to figure out how to use the features; it would be much easier with written instructions and screenshots.
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Discontinued Products
UKG Dimensions is very user-friendly from an employee and supervisor standpoint. It is very robust on an admin level and can get complicated; however, you can do so many things with it that is outweighs the complexity. The security for UKG Dimensions needs to be revamped however. It is very cumbersome and not user-friendly.
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Reliability and Availability
NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
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Discontinued Products
No answers on this topic
Performance
NICE Systems
I never had any problems with performance at nice. None of my systems or computer are heavy with nice, I can work perfectly with it open and I never worried about it making my desktop heavy. The pages are changed very quickly, a single point that presents an error is when I make a call and the page doesn't move, showing the options that appear when I'm in contact. As a result, I can't disconnect the connection and I often need to close the application and reopen it.
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Discontinued Products
No answers on this topic
Support Rating
NICE Systems
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.
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Discontinued Products
  • 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.
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In-Person Training
NICE Systems
I'd rate the in-person training a 9 out of 10! The trainers were fantastic, conveying complex ideas in an engaging and easy-to-understand way. The hands-on exercises and real-world examples were incredibly helpful. We left feeling empowered and confident in our ability to use NICE CXone Mpower to its full potential.
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Discontinued Products
No answers on this topic
Online Training
NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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Discontinued Products
No answers on this topic
Implementation Rating
NICE Systems
We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful
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Discontinued Products
No answers on this topic
Alternatives Considered
NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Discontinued Products
UKG Dimensions provides an enterprise-wide integrated suite for timekeeping, staff scheduling, and clocks. We were an existing Workforce Central customer for timekeeping only and were interested in providing holistic experience between staff scheduling and timekeeping. In addition, [UKG] Dimensions established a great foundation for transitioning our organization from departmental focused scheduling solutions to enterprise.
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Scalability
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Discontinued Products
No answers on this topic
Return on Investment
NICE Systems
  • NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
  • NICE CXone has provided us insight into data metrics that we did not have before.
  • NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.
Read full review
Discontinued Products
  • It is neutral. We enjoy having somewhat of a seamless system between HR, PR, and timekeeping.
  • When a person uses the Reset Password link, the system sends the user an email with a link to set their password. Then when the person logs in with their new password, the system forces the user to change their password a second time. This second password change is unnecessary and creates confusion.
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ScreenShots

NICE CXone Mpower Screenshots

Screenshot of a holistic view of omnichannel call center metrics, with insights for everyone in the contact center. The CXone Mpower Dashboard aggregates both real-time and historical cross-domain data.Screenshot of CXone Mpower Copilot, which empowers agents with smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Mpower Workforce Management, used to anticipate business demands and optimize workforces, is an omnichannel forecasting and scheduling engine.Screenshot of CXone Mpower Studio, a tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Mpower Interaction Analytics, used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Mpower Performance Management, which aligns employee performance, contact center goals, and customer expectations with continuous improvement.

Kronos Workforce Dimensions / UKG Dimensions (discontinued) Screenshots

Screenshot of Home Screen Overtime Data ViewScreenshot of Home Screen Overtime Data ViewScreenshot of Control Center Recommendations