8x8 Contact Center vs NICE Uptivity

• 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.

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• 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.

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• 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

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• 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.

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• 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.

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• There have not really been any.

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