NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.
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UKG Workforce Central (discontinued)
Score 7.3 out of 10
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UKG Workforce Central (formerly Kronos Workforce Central) was a suite of HR Management offerings targeted mainly at enterprise customers with larger-scale and more complex HR and workforce management issues. The product is discontinued.
It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
This product was marketed to us as a school and several schools in our area use the program. However, the implementation team we were set-up with had limited school experience and we are still working on the best way to do some of the timekeeping issues where I know that could have been handled better. That being said from a payroll and reporting side it has been great to capture so much data (at times almost too much) and have the system do automatic allocations of salaries and general ledger reports. The reporting takes some getting used to, but overall I've been able to run reports to see and track just about anything I want. Our employees also love the self service compared to our previous products where they can make W4, direct deposit and other updates on their own without having to get HR involved.
I personally feel like timekeeping is very well thought out and has some powerful tools built in. There is a bit of a learning curve but with strategically placed SMEs we were able to get the use and functionality we needed out of the system.
Workforce planning has been crucial in planning operational support in our retail and customer service centers. It is also editable and modifiable as needed.
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
Now that the system is installed and operational, the "pain is gone"...therefore we see no reason to change to a different application. There is no functionality that is missing from the system that would drive us to consider another solution at this time. Maintenance support from Kronos is sufficient and updates occur regularly.
Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
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
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
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.
Having no experience with Kronos prior to using it in March 2016, their customer service team taught me how to use it the right way after my initial training at work. I am well-versed in data analysis using Excel and Access primarily, so once I discovered that Kronos had a reporting feature built in, I've used the feature quite a few times to help our properties evaluate their production costs and make good labor decisions. I give Kronos a 10 because once a person takes the time to learn how to use the software, they'll realize that Kronos is far more effective than most, and gives users more ways to access their information where and when they want to.
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
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.
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
Interactive Intelligence Cisco 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.
Kronos and Dayforce are the two timekeeping systems I’ve worked with in recent years. Kronos feels a little more comprehensive and is my primary timekeeping tool both for myself as well as my staff. Kronos is a great tool for a wide range of shifts, working locations, and pay codes. In this context, I would pick Kronos over Dayforce. On the opposite side, Dayforce is extremely user-friendly and has a “cleaner” user interface if that is a contributing factor for anyone. Also, for managers who oversee large teams (30-50 team members) then Dayforce is a bit more simple to approve time cards, hours, and leave. Kronos is a bit clunky with all the clicks, and managing large teams of hourly employees would be a huge time suck to go in to review/approve all.
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.
Kronos is much more expensive than the previous systems we were using, so at this point the ROI is negative. The idea is that it will allow us to scale and grow the company more easily so time will tell if that is the case.
