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Top Rated
108 Ratings
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Top Rated
21 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Paypro Workforce Management

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Top Rated
21 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Likelihood to Recommend

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Paypro Workforce Management

Workforce has helped us to better track injuries (including OSHA data and Workers Comp situations), motor vehicle accidents, and other disciplinary incidents. For us, keeping track of these situations pre-Workforce was done using paper/folders, and sometimes creating individual folders to store documents on someone's computer. This system has helped us take better control of several HR-related issues that used to be very cumbersome to handle.
Jack Harder | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Paypro Workforce Management
Agent dashboard
NICE inContact CXone
8.2
Paypro Workforce Management
Validate callers
NICE inContact CXone
8.3
Paypro Workforce Management
Outbound response
NICE inContact CXone
7.1
Paypro Workforce Management
Call forwarding
NICE inContact CXone
8.1
Paypro Workforce Management
Click-to-call (CTC)
NICE inContact CXone
7.1
Paypro Workforce Management
Warm transfer
NICE inContact CXone
8.2
Paypro Workforce Management
Predictive dialing
NICE inContact CXone
8.0
Paypro Workforce Management
Interactive voice response
NICE inContact CXone
8.4
Paypro Workforce Management
REST APIs
NICE inContact CXone
8.5
Paypro Workforce Management
Call scripts
NICE inContact CXone
8.5
Paypro Workforce Management
Call tracking
NICE inContact CXone
8.6
Paypro Workforce Management
Multichannel integration
NICE inContact CXone
8.4
Paypro Workforce Management
CRM software integration
NICE inContact CXone
8.6
Paypro Workforce Management

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Paypro Workforce Management
Inbound call routing
NICE inContact CXone
9.0
Paypro Workforce Management
Omnichannel inbound routing
NICE inContact CXone
8.6
Paypro Workforce Management
Recording
NICE inContact CXone
8.4
Paypro Workforce Management
Quality management
NICE inContact CXone
8.2
Paypro Workforce Management
Call analytics
NICE inContact CXone
8.3
Paypro Workforce Management
Historical reporting
NICE inContact CXone
8.2
Paypro Workforce Management
Live reporting
NICE inContact CXone
7.6
Paypro Workforce Management
Customer surveys
NICE inContact CXone
8.7
Paypro Workforce Management
Customer interaction analytics
NICE inContact CXone
8.5
Paypro Workforce Management

Pros

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Paypro Workforce Management

  • All-in-one: I feel like Paypro is capable of doing almost anything you'd like.
  • Customer Service: They ease you into using the product in digestible phases, and are such a helpful team every time I call.
  • Customizable Reports: For me, I use it often because I can quickly manipulate employee lists, add or narrow down data, and get a list that helps me with whatever project I'm working on.
  • EDI feeds for benefits: It's wonderful that just by adding a benefit to an employee's profile in Paypro, the insurance company then adds the employee. It's a great time saver.
Anonymous | TrustRadius Reviewer

Cons

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Paypro Workforce Management

  • Report Writing: Canned reports are antiquated like a dinosaur. Users should be able to design their own reports like all other systems. Click and it's there. Currently, it's not at all what it can be.
  • Very rigid with contract: meaning when a rule change and/or policy has changed the company is charged in order to make the change.
  • Integration within the system. There are times when you change the information in the system then it randomly changes another section.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 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

Paypro Workforce Management

Paypro Workforce Management 10.0
Based on 2 answers
We are very happy with the product, our experiences using the product, and the continued support that we have received from the Paypro staff. We fully intend to keep our relationship with Paypro on solid ground. We are not considering replacing this product.
Jack Harder | TrustRadius Reviewer

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Paypro Workforce Management

Paypro Workforce Management 10.0
Based on 2 answers
The system is very thorough, has an efficient layout, and is very user-friendly. It can handle massive amounts of data and spit it out in manageable and useful chunks. We obtain tons of workable data from the various reports that the system can provide us. When it comes to payroll and HR, it can handle everything that you need.
Jack Harder | TrustRadius Reviewer

Support Rating

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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

Paypro Workforce Management

Paypro Workforce Management 9.9
Based on 23 answers
I am always able to get an answer to my questions as soon as I ask. If there is an associate that can not answer my question - they will make sure that someone else helps me. The company is very responsive.
Debra Hughes | TrustRadius Reviewer

Implementation Rating

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
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

Paypro Workforce Management

Paypro Workforce Management 10.0
Based on 2 answers
The Paypro team was organized, professional, kept you on the budgeted timeline, followed up, was patient, experienced and truly cared. You would never think there were understaffed!
Guy Smalling | TrustRadius Reviewer

Alternatives Considered

NICE inContact CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Paypro Workforce Management

We have used in-house systems, ADP Total Source, and Valiant Services. This system, in my opinion, is more user-friendly and faster than others. We have more control on our end to process with flexibility that other systems just did not offer.
Andrea Spina | TrustRadius Reviewer

Return on Investment

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

Paypro Workforce Management

  • Reporting has allowed us to view timesheets status in real-time. This enables us to be able to track missing and unapproved timesheets which is critical to us processing payroll in a timely manner.
  • Since timesheet reporting is quicker and accurate we were able to move our payroll processing up by a day. Doing so allows us to generate our client billing a day earlier which in turn means invoices are going out sooner and being paid quicker.
Joseph Plower | TrustRadius Reviewer

Screenshots

Paypro Workforce Management

Pricing Details

NICE inContact CXone

General

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

Paypro Workforce Management

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Paypro Workforce Management
9.2

Likelihood to Renew

NICE inContact CXone
9.1
Paypro Workforce Management
10.0

Usability

NICE inContact CXone
8.4
Paypro Workforce Management
10.0

Support Rating

NICE inContact CXone
7.5
Paypro Workforce Management
9.9

Implementation Rating

NICE inContact CXone
7.0
Paypro Workforce Management
10.0

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