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

• 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.

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• 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.

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• 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

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• 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.

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• 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.

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• 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.

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