What users are saying about
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Top Rated
108 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
106 Ratings
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Score 7.7 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

Kronos Workforce Central

Kronos Workforce Central is well-suited for large organizations seeking a simplified time-recording system or are trying to get away from manual timesheets being submitted. Larger organizations would see a greater return on investment while using this system. It is less appropriate for smaller organizations with fewer employees, as the cost of the system likely would be greater than the investment of the system.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Kronos Workforce Central

  • 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.
Anonymous | 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

Kronos Workforce Central

  • Kronos can take a simple task and make it overly complicated. This is the problem when the program is so incredibly robust.
  • All of the tax withholding and filing was handled autonomously by our previous payroll company. We had little knowledge of what they were doing. With Kronos, we are required to provide filing schedules, specific EIN for each locality, etc. This is something we would have preferred not to concern ourselves with and was much easier on us when the previous company was handling.
  • Kronos seems to be geared toward large organizations with a payroll department, accounting department, HR department, etc. Our company is small and has only one employee in each of those roles. As such, Kronos can be a real burden on that one employee to do a lot of work that should be handled by a team of people, especially in the implementation phase.
Anonymous | 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

Kronos Workforce Central

Kronos Workforce Central 5.0
Based on 11 answers
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.
Spencer Hamons, MSOL, CHCIO | 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

Kronos Workforce Central

No score
No answers yet
No answers on this topic

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

Kronos Workforce Central

Kronos Workforce Central 8.2
Based on 8 answers
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.
Juan Osegueda | 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

Kronos Workforce Central

No score
No answers yet
No answers on this topic

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

Kronos Workforce Central

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.
John Pavarini | 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

Kronos Workforce Central

  • Workforce Central has allowed the University to manage compliance at a higher level with the consistent application of rules.
  • Workforce Central has allowed insight into the time collection process at the University with a granular audit trail.
  • Support for the Workforce Central system requires a partnership between campus IT and the functional (payroll) employees. The system cannot be installed and forgotten and must be actively managed.
Anonymous | 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

Kronos Workforce Central

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
8.5
Kronos Workforce Central
8.2

Likelihood to Renew

NICE inContact CXone
9.1
Kronos Workforce Central
5.0

Usability

NICE inContact CXone
8.4
Kronos Workforce Central

Support Rating

NICE inContact CXone
7.5
Kronos Workforce Central
8.2

Online Training

NICE inContact CXone
Kronos Workforce Central
8.0

Implementation Rating

NICE inContact CXone
7.0
Kronos Workforce Central

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