What users are saying about
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52 Ratings
2 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
2 Ratings
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Score 7 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

NICE Uptivity

Uptivity is well suited if you are just wanting to record calls and monitor them. It's very basic but does the job well for what we use it for. It would be less appropriate if we are looking for additional insights.
Heather Vega | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
NICE Uptivity
Agent dashboard
8x8 Contact Center
7.3
NICE Uptivity
Validate callers
8x8 Contact Center
6.6
NICE Uptivity
Outbound response
8x8 Contact Center
6.1
NICE Uptivity
Call forwarding
8x8 Contact Center
7.2
NICE Uptivity
Click-to-call (CTC)
8x8 Contact Center
6.3
NICE Uptivity
Warm transfer
8x8 Contact Center
7.0
NICE Uptivity
Predictive dialing
8x8 Contact Center
5.3
NICE Uptivity
Interactive voice response
8x8 Contact Center
6.1
NICE Uptivity
REST APIs
8x8 Contact Center
5.0
NICE Uptivity
Call scripts
8x8 Contact Center
5.1
NICE Uptivity
Call tracking
8x8 Contact Center
7.2
NICE Uptivity
Multichannel integration
8x8 Contact Center
5.5
NICE Uptivity
CRM software integration
8x8 Contact Center
5.0
NICE Uptivity

Workforce Optimization (WFO)

8x8 Contact Center
7.5
NICE Uptivity
Inbound call routing
8x8 Contact Center
8.1
NICE Uptivity
Omnichannel inbound routing
8x8 Contact Center
7.3
NICE Uptivity
Recording
8x8 Contact Center
7.9
NICE Uptivity
Quality management
8x8 Contact Center
6.9
NICE Uptivity
Call analytics
8x8 Contact Center
7.4
NICE Uptivity
Historical reporting
8x8 Contact Center
6.7
NICE Uptivity
Live reporting
8x8 Contact Center
9.0
NICE Uptivity
Customer surveys
8x8 Contact Center
6.8
NICE Uptivity

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

NICE Uptivity

  • Uptivity's platform is easy to use and doesn't take a lot of training to use either as a user or as an admin.
  • Uptivity's platform is easy to troubleshoot and rarely has any issues in capturing all calls.
Heather Vega | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

NICE Uptivity

  • Uptivity's platform does not provide a way to calibrate and report on that calibration.
  • Uptivity's platform reporting is fairly limited and clunky to use.
  • Uptivity's technical support has some improvement to make. Over the six years that I have worked with the system I rarely have had resolution within the SLA's set forth in our contract. Not once has someone been able to connect through VPN to troubleshoot without having us having to assist them even after countless meetings that supposedly resolved their issues in doing so.
Heather Vega | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

NICE Uptivity

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

NICE Uptivity

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

NICE Uptivity

Uptivity by far works better than NICE. I have many issue when trying to pull up calls, locate calls, and evaluate calls within the NICE platform however with the simple logic of Uptivity I never have issues.Comparing Uptivity to Tantacom I would say that they are basically the same in ease of use.
Heather Vega | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

NICE Uptivity

  • There have not really been any.
Heather Vega | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

NICE Uptivity

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
NICE Uptivity
6.0

Usability

8x8 Contact Center
8.2
NICE Uptivity

Support Rating

8x8 Contact Center
5.5
NICE Uptivity

Add comparison