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Top Rated
321 Ratings
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Top Rated
212 Ratings

NICE inContact CXone

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
321 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

UKG Ready (formerly Kronos Workforce Ready)

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Top Rated
212 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

NICE inContact CXone

NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.It also helps with scheduling, and communication between team membersIt wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.
Anthony Castellanos | TrustRadius Reviewer

UKG Ready (formerly Kronos Workforce Ready)

There are a lot of ways that WFR has streamlined the payroll process for us. The reports module is fantastic, in that it can be modified to any information you need to track. The ease of use is just not there. The set up portion should include assistance to guide professionals through step by step instruction for key issues that may arise or changes that may need to be made in the future. The online videos just were not what we were capable of completing at the time. They are long and drawn out, making them too time consuming for a busy HR department
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.1
UKG Ready (formerly Kronos Workforce Ready)
Agent dashboard
NICE inContact CXone
8.0
UKG Ready (formerly Kronos Workforce Ready)
Validate callers
NICE inContact CXone
8.4
UKG Ready (formerly Kronos Workforce Ready)
Outbound response
NICE inContact CXone
7.3
UKG Ready (formerly Kronos Workforce Ready)
Call forwarding
NICE inContact CXone
8.2
UKG Ready (formerly Kronos Workforce Ready)
Click-to-call (CTC)
NICE inContact CXone
7.7
UKG Ready (formerly Kronos Workforce Ready)
Warm transfer
NICE inContact CXone
8.2
UKG Ready (formerly Kronos Workforce Ready)
Predictive dialing
NICE inContact CXone
7.5
UKG Ready (formerly Kronos Workforce Ready)
Interactive voice response
NICE inContact CXone
8.5
UKG Ready (formerly Kronos Workforce Ready)
REST APIs
NICE inContact CXone
8.3
UKG Ready (formerly Kronos Workforce Ready)
Call scripts
NICE inContact CXone
8.6
UKG Ready (formerly Kronos Workforce Ready)
Call tracking
NICE inContact CXone
8.6
UKG Ready (formerly Kronos Workforce Ready)
Multichannel integration
NICE inContact CXone
8.5
UKG Ready (formerly Kronos Workforce Ready)
CRM software integration
NICE inContact CXone
8.1
UKG Ready (formerly Kronos Workforce Ready)

Workforce Optimization (WFO)

NICE inContact CXone
8.4
UKG Ready (formerly Kronos Workforce Ready)
Inbound call routing
NICE inContact CXone
8.9
UKG Ready (formerly Kronos Workforce Ready)
Omnichannel inbound routing
NICE inContact CXone
8.5
UKG Ready (formerly Kronos Workforce Ready)
Recording
NICE inContact CXone
8.3
UKG Ready (formerly Kronos Workforce Ready)
Quality management
NICE inContact CXone
8.0
UKG Ready (formerly Kronos Workforce Ready)
Call analytics
NICE inContact CXone
8.5
UKG Ready (formerly Kronos Workforce Ready)
Historical reporting
NICE inContact CXone
8.3
UKG Ready (formerly Kronos Workforce Ready)
Live reporting
NICE inContact CXone
7.6
UKG Ready (formerly Kronos Workforce Ready)
Customer surveys
NICE inContact CXone
8.7
UKG Ready (formerly Kronos Workforce Ready)
Customer interaction analytics
NICE inContact CXone
8.4
UKG Ready (formerly Kronos Workforce Ready)

Human Resource Management

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.5
Employee demographic data
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.0
Employment history
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.8
Job profiles and administration
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.7
Workflow for transfers, promotions, pay raises, etc.
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.3
Organizational charting
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.4
Organization and location management
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.2
Compliance data (COBRA, OSHA, etc.)
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
6.8

Payroll Management

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.4
Pay calculation
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.6
Support for external payroll vendors
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.1
Off-cycle/On-Demand payment
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
9.0
Benefit plan administration
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.8
Direct deposit files
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.7
Salary revision and increment management
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.2

Leave and Attendance Management

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.2
Approval workflow
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.3
Balance details
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.1
Annual carry-forward and encashment
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.2

Employee Self Service

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.3
View and generate pay and benefit information
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.7
Update personal information
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.5
View company policy documentation
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.9
View job history
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.9

Asset Management

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.6
Tracking of all physical assets
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.6

HR Reporting

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.7
Report builder
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.8
Pre-built reports
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.7

Onboarding

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.6
New hire portal
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.4
Manager tracking tools
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.7

Performance and Goals

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.5
Individual goal setting
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.5
Performance tracking
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.5

Performance Management

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.4
Performance plans
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.4
Performance improvement plans
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.2
Review status tracking
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.4
Review reminders
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.5
Multiple review frequency
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.4

Succession Planning

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.1
Create succession plans/pools
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
8.1

Recruiting / ATS

NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.2
Job Requisition Management
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.6
Company Website Posting
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.3
Publish to Social Media
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.0
Job Search Site Posting
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
6.8
Duplicate Candidate Prevention
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
6.9
Applicant Tracking
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.6
Notifications and Alerts
NICE inContact CXone
UKG Ready (formerly Kronos Workforce Ready)
7.5

Pros

NICE inContact CXone

  • Reporting has been easy and so far appears accurate. The reports also offer really nice graphical interfaces to make it easy to digest.
  • The QA portions ability to hear tone in the call and give you a visual smiley face when someone sounds happy is a neat feature.
  • The dashboards are really informational and easy to configure. When we are back in the office they will make nice wall boards for the team to see as well.
Richard Rowland | TrustRadius Reviewer

UKG Ready (formerly Kronos Workforce Ready)

  • Easy to access in the sense that it simply takes a click of a button.
  • Comprehensible meaning that it is not difficult to understand how the system works as long as you have someone explain it to you.
  • Easy to use in the sense that it's not hard to remember how to use it. It's easy to explore.
Anonymous | TrustRadius Reviewer

Cons

NICE inContact CXone

  • Call Center Live Skill Management: Sometimes when some of our call skills gets backed up with calls holding, it isn't easy to re-skill agents as needed as you cannot mass skill.
  • Dashboard reporting: It would be great to be able to pull some recollection to what the dashboards are displaying throughout the day. Not indispensable but sometimes, executives like getting some detailed live information
  • Reporting: Understandable is that reporting doesn't generate until -I think it is now 4hrs - after some time. If this time could be reduced to get some live stats, would be great to have
EDDER OROZCO | TrustRadius Reviewer

UKG Ready (formerly Kronos Workforce Ready)

  • The tax piece of Kronos was the one thing that has made me slightly regret my decision to use Kronos. We have 7 EINs so we have a lot of taxes to file on a quarterly basis. The BSI system we have to use (which is a third party) is terrible. We have had nothing but problems with it. BSI has some agreement with Kronos that doesn't allow us to speak directly with BSI and it's extremely frustrating. We are on our 5th quarter of filing using the BSI system and are still having issues. This is not much of an automated process and the BSI system seems so far behind Kronos' technology. It's not user-friendly and has definitely caused a lot of issues. If there was one thing I would change about Kronos it would be the tax filing portion. Maybe if we didn't have to use BSI it would be different. The systems I have used in the past have processed our quarterly taxes for us so this was a big change for me.
  • I do not like that the system allows employees to request vacation time that they may not have available. Employees can request time off even if they don't have any vacation available and if their supervisor approves it, it populates in their timecard. I have caught several employees with negative vacation balances in the system. I think it should not allow them to request this time off if they don't have a current balance in the system.
  • When you terminate an employee, their benefits don't automatically terminate. You have to go into each active benefit and put the termination date in or your reports won't be correct. This should be something that automatically occurs once you terminate that employee.
Sarah Eigel, SPHR | TrustRadius Reviewer

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 7.8
Based on 13 answers
The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.
Onavie Boyce | TrustRadius Reviewer

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 9.0
Based on 6 answers
We have begun looking for other vendors to supply this products need as Kronos WFR cannot deliver the suite of applications which it should with this product.*6/5/17 Edit - We started the new year with a new application. WFR proved to be unable to correct the errors within the application. We are much happier with the new application as we can use it effectively.
Anonymous | TrustRadius Reviewer

Usability

NICE inContact CXone

NICE inContact CXone 8.3
Based on 259 answers
Usability is top notch! I couldn't ask for an easier platform to use and customize for our company. At the end of the day, it is one of the - if not THE best I've ever used as far as speed, and utilization. A well played investment for any company looking to further their production on a global scale.
Jordan Fiander | TrustRadius Reviewer

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 7.0
Based on 6 answers
WFR is very customizable. Only a few things are off limits....surprisingly the most basic screen, the employee time sheet, IS NOT able to be changed. Almost every screen/report users can add/remove fields. Menu setup is fairly easy with the exception multiple versions of a report CANNOT be directly linked to. They are supposed to be updating this in a future release but at the moment it is cumbersome for users to switch to different versions of the report.
Aaron Ward | TrustRadius Reviewer

Reliability and Availability

NICE inContact CXone

NICE inContact CXone 7.0
Based on 3 answers
No answer on this topic is available.

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 9.0
Based on 4 answers
The system seems very stable. Being hosted in the cloud, we are vulnerable to internet speeds and busy times. The system has been down a couple times over the 3 months we have been live, but Kronos resolved the issues very quickly. To have access from a desktop, tablet, time clock, or phone app is one of the best features....users have almost NO REASON they can't clock in.
Aaron Ward | TrustRadius Reviewer

Performance

NICE inContact CXone

NICE inContact CXone 8.2
Based on 3 answers
No answer on this topic is available.

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 8.5
Based on 14 answers
We were always told that Kronos was the best, but there are reports that we got out of ADP and other payroll providers that we cannot get out of Kronos. One example is a report of Productive/Non-productive hours by department. We also need the dollar amount associated with the hours. This is information that is required on our cost report and we were told that that report is unavailable. It is very frustrating when I can't get what I need.
Mary Quade | TrustRadius Reviewer

Support Rating

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

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 7.5
Based on 104 answers
Kronos support is great in the ability for a representative to take our needs seriously and respond with care, however, there are times when the need for support was time sensitive (for payroll processing purposes) and the response rate caused us hiccups in our timeline. Our company also has many customized options to our package and company build and at times things were miscommunicated in regards to the builds - this was only in the beginning though and has since been great.
Anonymous | TrustRadius Reviewer

In-Person Training

NICE inContact CXone

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

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 5.6
Based on 2 answers
Our in-person training was a hybrid. Live online training with an instructor. They were very knowledgeable of the product & the area they were training on. I asked several specific questions and if they didn't know the answer immediately they followed up after class.
Aaron Ward | TrustRadius Reviewer

Online Training

NICE inContact CXone

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

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 8.0
Based on 2 answers
Lots & lots of training available. Timing was wrong for our organization. We had lengthy down time in the beginning while the implementation consultant setup our system. We did online training then. Difficult to train on a generic system setup that isn't your industry and hard to understand what you are learning how to do w/o actually being in your system. Online training was well documented and the instructors were very knowledgeable.
Aaron Ward | TrustRadius Reviewer

Implementation Rating

NICE inContact CXone

NICE inContact CXone 7.5
Based on 5 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

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 7.0
Based on 6 answers
DO NOT attempt to go live too quickly. Sales sold us on 100 days from contract signing was doable. We postponed go live 3 times because everything was not ready. We did not have enough time document the new functionality & train end users. Almost 3 months later we are still working through export issues, minor setup issues, adequate time for system admins to get comfortable with the system.
Aaron Ward | TrustRadius Reviewer

Alternatives Considered

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

UKG Ready (formerly Kronos Workforce Ready)

Kronos definitely beats out the competition in terms of user-friendly features and simple "it works" functionality. We tried using several other payroll suites including Paychex and found they were lacking in a number of areas especially in terms of user interface. Our employees literally groan when they remember using these older systems, they absolutely love Kronos in comparison.
Clinton Verley | TrustRadius Reviewer

Scalability

NICE inContact CXone

NICE inContact CXone 6.7
Based on 3 answers
No answer on this topic is available.

UKG Ready (formerly Kronos Workforce Ready)

UKG Ready (formerly Kronos Workforce Ready) 9.0
Based on 2 answers
Thus far we are able to add as many users as necessary, implement 3 different bargaining units, 5 different types of user groups. Very flexible.
Aaron Ward | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • Dialer increased speed to lead and number of outbound dials per agent.
  • IVR allowed for agentless interactions with positive client outcome.
  • Available APIs allowed to integrate with company wide BI tool so call center data can easily be seen by leadership.
Marvin Leininger | TrustRadius Reviewer

UKG Ready (formerly Kronos Workforce Ready)

  • Overtime for Salary Non-Exempt members is easier to track. They no longer have to fill out a time card on a piece of paper where things can be mis-interpreted or transposed.
  • Salaried members as well as non-exempt members are using it 100% and we receive reminders from payroll to submit our time sheets after reviewing them making the entire approval process paperless! We are finally using a system that we can easily run reports from and utilize the outputs for files to upload which means less manual errors.
  • We are no longer paying our managers to review a paper time sheet then compare it to their notifications on their calendar then walk it to the administrative assistant so they can double check compared to the group calendar then they manually walked it up to the third floor for processing. This helped relieve manual tasks for all members and definitely allowed to increase staff productivity.
  • We are using this system to report and approve FMLA and STD and record it properly allowing the medical center on site to systematically track timing and make sure appropriate paperwork is filled out in a timely manner.
  • Payroll had to make some changes but they adapted quickly, they were trained and we are working with the system admin as a team partnering with Kronos and Global Information Services. They have their reports immediately, no waiting for sales areas to report their hours, etc.
Dawn Solomon | TrustRadius Reviewer

Screenshots

Pricing Details

NICE inContact CXone

General

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

UKG Ready (formerly Kronos Workforce Ready)

General

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

Rating Summary

Likelihood to Recommend

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

Likelihood to Renew

NICE inContact CXone
7.8
UKG Ready (formerly Kronos Workforce Ready)
9.0

Usability

NICE inContact CXone
8.3
UKG Ready (formerly Kronos Workforce Ready)
7.0

Reliability and Availability

NICE inContact CXone
7.0
UKG Ready (formerly Kronos Workforce Ready)
9.0

Performance

NICE inContact CXone
8.2
UKG Ready (formerly Kronos Workforce Ready)
8.5

Support Rating

NICE inContact CXone
7.3
UKG Ready (formerly Kronos Workforce Ready)
7.5

In-Person Training

NICE inContact CXone
7.3
UKG Ready (formerly Kronos Workforce Ready)
5.6

Online Training

NICE inContact CXone
7.3
UKG Ready (formerly Kronos Workforce Ready)
8.0

Implementation Rating

NICE inContact CXone
7.5
UKG Ready (formerly Kronos Workforce Ready)
7.0

Scalability

NICE inContact CXone
6.7
UKG Ready (formerly Kronos Workforce Ready)
9.0

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