What users are saying about
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Top Rated
108 Ratings
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Top Rated
906 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100

UltiPro

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Top Rated
906 Ratings
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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

UltiPro

Day to day payroll support is phenomenal. We also have a great CRM, Jay S., who always has our back, understands our account, and helps escalate appropriately and quickly. Many of the applications are bolt-ons and the cohesiveness of the overall product isn't there. Each system has a different look, different feel, different support team, etc. Reporting is also another pain point. Unless you are a professional report writer, BI is very complicated to understand and build reports. Also, very time-consuming. A better dashboard reporting/data warehouse view would be nice. As well as a simple query tool for nontechnical individuals.
Ann Aguirre | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

NICE inContact CXone
8.4
UltiPro
Inbound call routing
NICE inContact CXone
9.0
UltiPro
Omnichannel inbound routing
NICE inContact CXone
8.6
UltiPro
Recording
NICE inContact CXone
8.4
UltiPro
Quality management
NICE inContact CXone
8.2
UltiPro
Call analytics
NICE inContact CXone
8.3
UltiPro
Historical reporting
NICE inContact CXone
8.1
UltiPro
Live reporting
NICE inContact CXone
7.6
UltiPro
Customer surveys
NICE inContact CXone
8.7
UltiPro
Customer interaction analytics
NICE inContact CXone
8.5
UltiPro

Human Resource Management

NICE inContact CXone
UltiPro
8.2
Employee demographic data
NICE inContact CXone
UltiPro
8.9
Employment history
NICE inContact CXone
UltiPro
8.3
Job profiles and administration
NICE inContact CXone
UltiPro
8.5
Workflow for transfers, promotions, pay raises, etc.
NICE inContact CXone
UltiPro
8.3
Organizational charting
NICE inContact CXone
UltiPro
7.4
Organization and location management
NICE inContact CXone
UltiPro
8.3
Compliance data (COBRA, OSHA, etc.)
NICE inContact CXone
UltiPro
7.8

Payroll Management

NICE inContact CXone
UltiPro
8.4
Pay calculation
NICE inContact CXone
UltiPro
8.6
Support for external payroll vendors
NICE inContact CXone
UltiPro
8.0
Off-cycle/On-Demand payment
NICE inContact CXone
UltiPro
8.1
Benefit plan administration
NICE inContact CXone
UltiPro
8.2
Direct deposit files
NICE inContact CXone
UltiPro
9.2
Salary revision and increment management
NICE inContact CXone
UltiPro
8.3
Reimbursement management
NICE inContact CXone
UltiPro
8.7

Leave and Attendance Management

NICE inContact CXone
UltiPro
7.6
Approval workflow
NICE inContact CXone
UltiPro
7.8
Balance details
NICE inContact CXone
UltiPro
7.6
Annual carry-forward and encashment
NICE inContact CXone
UltiPro
7.3

Employee Self Service

NICE inContact CXone
UltiPro
8.6
View and generate pay and benefit information
NICE inContact CXone
UltiPro
9.0
Update personal information
NICE inContact CXone
UltiPro
9.1
View company policy documentation
NICE inContact CXone
UltiPro
8.3
Employee recognition
NICE inContact CXone
UltiPro
7.8
View job history
NICE inContact CXone
UltiPro
8.7

Asset Management

NICE inContact CXone
UltiPro
7.0
Tracking of all physical assets
NICE inContact CXone
UltiPro
7.0

HR Reporting

NICE inContact CXone
UltiPro
7.7
Report builder
NICE inContact CXone
UltiPro
7.9
Pre-built reports
NICE inContact CXone
UltiPro
7.8
Ability to combine HR data with external data
NICE inContact CXone
UltiPro
7.3

Onboarding

NICE inContact CXone
UltiPro
8.5
New hire portal
NICE inContact CXone
UltiPro
8.6
Manager tracking tools
NICE inContact CXone
UltiPro
8.4

Performance and Goals

NICE inContact CXone
UltiPro
7.6
Corporate goal setting
NICE inContact CXone
UltiPro
7.6
Individual goal setting
NICE inContact CXone
UltiPro
7.8
Line-of sight-visibility
NICE inContact CXone
UltiPro
7.3
Performance tracking
NICE inContact CXone
UltiPro
7.8

Performance Management

NICE inContact CXone
UltiPro
7.7
Performance plans
NICE inContact CXone
UltiPro
7.6
Performance improvement plans
NICE inContact CXone
UltiPro
7.5
Review status tracking
NICE inContact CXone
UltiPro
8.0
Review reminders
NICE inContact CXone
UltiPro
7.6
Multiple review frequency
NICE inContact CXone
UltiPro
7.8

Succession Planning

NICE inContact CXone
UltiPro
7.4
Create succession plans/pools
NICE inContact CXone
UltiPro
7.2
Candidate ranking
NICE inContact CXone
UltiPro
7.5
Candidate search
NICE inContact CXone
UltiPro
7.6
Candidate development
NICE inContact CXone
UltiPro
7.1

Recruiting / ATS

NICE inContact CXone
UltiPro
7.9
Job Requisition Management
NICE inContact CXone
UltiPro
8.0
Company Website Posting
NICE inContact CXone
UltiPro
8.4
Publish to Social Media
NICE inContact CXone
UltiPro
7.9
Job Search Site Posting
NICE inContact CXone
UltiPro
7.9
Duplicate Candidate Prevention
NICE inContact CXone
UltiPro
7.0
Applicant Tracking
NICE inContact CXone
UltiPro
8.1
Notifications and Alerts
NICE inContact CXone
UltiPro
7.7

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

UltiPro

  • Business Intelligence reporting: it allows for point in time and can report on all data fields within the database.
  • Salary Planning: this has allowed us to take a completely manual process with excel spreadsheets and make it an online process with approvals and workflows. Once approved the data automatically flows over to the employee's HR record. This has saved a lot of time for the managers, Human Resources, and Payroll.
  • On boarding: we have taken a paper process and made it completely paperless.
  • Configurable: the ability to create our own fields for data specific to us, and place those fields on current screens for updating and reporting.
Tracy Ratcliffe | 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

UltiPro

  • With the training feature, you can get to it from the main UltiPro login, but you can't get back to the main screen in UltiPro from the training menu. It's a one way link.
  • Setting up security access is very individual. This can be good so that you can define what each user actually needs, but it is tedious so that you can't just assign a pre-defined set of rules for a role and assign it to a list of individuals wholesale.
  • The benefits administration feature would be better if it would total up your costs for you as you chose your benefits from the available lists. You don't get a total until the end, which isn't ideal.
Mallori Barg | 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

UltiPro

UltiPro 8.8
Based on 177 answers
We are overall happy with UltiPro and it works well for our organization and we have plans to expand our usage of it even more so we will definitely be continuing with the product. We are thinking of adding the functionality for training and recruiting as well, which is an add-on product
Bailey Thomas | 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

UltiPro

UltiPro 8.5
Based on 103 answers
Ultipro is by far the very best HCM solution that I've used, and I don't mind acting as a point of contact to anyone that might be interested in hearing from an actual user about my experiences with the suite. Ultipro can pretty much handle anything that you throw at it, while ensuring that what you throw at it is compliant with federal and state regulations. It really is quite simple to use and only gets easier to use the more you use it obviously. I would encourage anyone that is having issues with the suite to partner with their customer success manager to tackle anything that is at any point problematic.
Juan Osegueda | TrustRadius Reviewer

Reliability and Availability

NICE inContact CXone

No score
No answers yet
No answers on this topic

UltiPro

UltiPro 9.2
Based on 60 answers
In the 3+ years that we've been live in UltiPro, I believe the core HR/Payroll module went down one time. I don't recall how long it was down for, possibly an hour or two, but thankfully it was not during a payroll week for us so it did not impact us significantly. Other than that, there are some minor outages every once in a while with the Recruiting application, but the communication when those outages occur is very good so you always get status updates.
Jack Klott, SHRM-SCP | TrustRadius Reviewer

Performance

NICE inContact CXone

No score
No answers yet
No answers on this topic

UltiPro

UltiPro 8.4
Based on 159 answers
UltiPro, for the most part, seems to run pretty well, but there are times when it slows down. Simply logging out and back in will fix this problem, but it can be annoying. This seems to happen when I am going through a lot of different pages pretty quickly for a long period of time.
Adam Jolley | 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

UltiPro

UltiPro 7.9
Based on 319 answers
My favorite part of the support is that here is a rapid response number that we can call if we have a payroll related issue and will be able to speak to a real person to get our issue addressed.
Bonnie Downey | TrustRadius Reviewer

In-Person Training

NICE inContact CXone

No score
No answers yet
No answers on this topic

UltiPro

UltiPro 9.0
Based on 81 answers
I've been to a few in-person (hands on) training sessions and it is very similar to the online classes. You have the same reference material to look back on after the training. So regardless of in person training or online you really get the same thing.
Rachel Russ | TrustRadius Reviewer

Online Training

NICE inContact CXone

No score
No answers yet
No answers on this topic

UltiPro

UltiPro 8.6
Based on 179 answers
There is a whole website dedicated to training with UltiPro and they have coined it UltiUniversity. You have the option to take self-paced training where you listen and watch videos or you can take an online instructor-led course and ask questions throughout the training. I think both methods with UltiPro work well and I would highly recommend going with what you prefer.
Robert W. Staples, III., P.E. | 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

UltiPro

UltiPro 8.7
Based on 72 answers
UltiPro made it very easy to implement. I implemented UltiPro on my own (as we were short-handed), in addition to my other duties, and was able to stay on track with our original implementation timeline. The process is laid out in a very detailed method. This was by far the most thorough and easiest implementation that I have been through
Staci Drilling,SPHR, SHRM-SCP | 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

UltiPro

Payroll is key for me, and UltiPro has that sewn up as far as efficiency and accuracy. I wouldn't consider anyone else at this point and I will never go back to mainframe processing again.
Michelle Ober | TrustRadius Reviewer

Scalability

NICE inContact CXone

No score
No answers yet
No answers on this topic

UltiPro

UltiPro 9.0
Based on 78 answers
Ultipro has great scalability overall. The core functionality of Ultipro allows for easy replication, while also providing room for customization that is often required during acquisitions/additions of new business units. The only drawback in scalability, is that by design, Ultipro requires knowledgeable end users and internal resources to execute. Although Ultipro provides immense support and service to its customers in all organizational phases, without the proper internal development, scalability could be hampered. At the same time, this is what I personally love about the product; the ability to work within a DIY environment during expansion while still having access to subject matter experts when needed.
Daniel Eagen, PHR | 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

UltiPro

No answers on this topic

Screenshots

Pricing Details

NICE inContact CXone

General

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

UltiPro

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
UltiPro
8.7

Likelihood to Renew

NICE inContact CXone
9.1
UltiPro
8.8

Usability

NICE inContact CXone
8.4
UltiPro
8.5

Reliability and Availability

NICE inContact CXone
UltiPro
9.2

Performance

NICE inContact CXone
UltiPro
8.4

Support Rating

NICE inContact CXone
7.5
UltiPro
7.9

In-Person Training

NICE inContact CXone
UltiPro
9.0

Online Training

NICE inContact CXone
UltiPro
8.6

Implementation Rating

NICE inContact CXone
7.0
UltiPro
8.7

Scalability

NICE inContact CXone
UltiPro
9.0

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