What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

NICE Uptivity

1 Ratings
Score 6 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

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 profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
NICE Uptivity
Agent dashboard
8x8 Virtual Contact Center
8.0
NICE Uptivity
Validate callers
8x8 Virtual Contact Center
9.0
NICE Uptivity
Outbound response
8x8 Virtual Contact Center
10.0
NICE Uptivity
Call forwarding
8x8 Virtual Contact Center
10.0
NICE Uptivity
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
NICE Uptivity
Warm transfer
8x8 Virtual Contact Center
9.0
NICE Uptivity
Predictive dialing
8x8 Virtual Contact Center
8.0
NICE Uptivity
Interactive voice response
8x8 Virtual Contact Center
8.0
NICE Uptivity
Call scripts
8x8 Virtual Contact Center
9.0
NICE Uptivity
Call tracking
8x8 Virtual Contact Center
9.0
NICE Uptivity

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
NICE Uptivity
Inbound call routing
8x8 Virtual Contact Center
10.0
NICE Uptivity
Recording
8x8 Virtual Contact Center
9.0
NICE Uptivity
Quality management
8x8 Virtual Contact Center
9.0
NICE Uptivity
Call analytics
8x8 Virtual Contact Center
8.0
NICE Uptivity
Historical reporting
8x8 Virtual Contact Center
7.5
NICE Uptivity
Live reporting
8x8 Virtual Contact Center
9.0
NICE Uptivity

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • 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 profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • 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 profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
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 profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • There have not really been any.
Heather Vega profile photo

Pricing Details

8x8 Virtual Contact Center

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

NICE Uptivity

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