NICE CXone (formerly NICE inContact) vs UKG Ready

• The quality of the calls are great, i rarely have to report any type of call issues
• The admin portal is very organized and it makes it easier to find information about users and stations
• The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information

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• Streamlines the process between HR and payroll. Each team can quickly see and share information.
• Our entire hospital team can use the system and it's easy to provide trouble shooting support to our teams.
• Appearance -The system is easy to use and attractive for users.
• The payroll process specifically is very well laid out.
• Communication! UKG has really stepped up on communication and training especially around tax related deadlines.

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• When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
• It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
• When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
• When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.

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• Customer support. I do not like the idea of not being able to call someone with a quick question without adding a case. Waiting for someone to call you back is not helpful at all. Chat line is mostly off-line
• SMA is relatively new to Kronos's Platform. I really felt like we were not fully trained on the system. We were not able to train our staff well either. I would really like to see short clip videos that we are able to share with new employees. I don't have time to read long documents which I find is a lot of what is on the training portal.

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• It impacts our company daily as we utilize NICE CXone services every day, 24/7.
• It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
• The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

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• Managers have easy access to people/hours/earnings to better manage budgets - once we implement Scheduler, we'll take it to the next level.
• Managers and employees can self-serve in ways not possible before - we eliminated 95% of paper processes during our implementation.

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