What users are saying about
11 Ratings
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Score 7.4 out of 101
2 Ratings
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Score 7 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
8.4
NICE Uptivity
Agent dashboard
8x8 Virtual Contact Center
8.1
NICE Uptivity
Validate callers
8x8 Virtual Contact Center
7.9
NICE Uptivity
Outbound response
8x8 Virtual Contact Center
9.2
NICE Uptivity
Call forwarding
8x8 Virtual Contact Center
9.0
NICE Uptivity
Click-to-call (CTC)
8x8 Virtual Contact Center
8.4
NICE Uptivity
Warm transfer
8x8 Virtual Contact Center
8.4
NICE Uptivity
Predictive dialing
8x8 Virtual Contact Center
7.3
NICE Uptivity
Interactive voice response
8x8 Virtual Contact Center
7.7
NICE Uptivity
REST APIs
8x8 Virtual Contact Center
8.2
NICE Uptivity
Call scripts
8x8 Virtual Contact Center
9.0
NICE Uptivity
Call tracking
8x8 Virtual Contact Center
8.6
NICE Uptivity
Multichannel integration
8x8 Virtual Contact Center
9.1
NICE Uptivity
CRM software integration
8x8 Virtual Contact Center
8.5
NICE Uptivity

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.3
NICE Uptivity
Inbound call routing
8x8 Virtual Contact Center
9.6
NICE Uptivity
Omnichannel inbound routing
8x8 Virtual Contact Center
9.1
NICE Uptivity
Recording
8x8 Virtual Contact Center
8.2
NICE Uptivity
Quality management
8x8 Virtual Contact Center
8.8
NICE Uptivity
Call analytics
8x8 Virtual Contact Center
8.1
NICE Uptivity
Historical reporting
8x8 Virtual Contact Center
7.8
NICE Uptivity
Live reporting
8x8 Virtual Contact Center
9.0
NICE Uptivity
Customer surveys
8x8 Virtual Contact Center
5.5
NICE Uptivity

Pros

  • 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 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

  • IVR Script Editing Across multiple Tenants
No photo available
  • 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

8x8 has a more modular pricing structure that worked better for our organization. While some users require full PBX and Contact Center, others didn't require all the bells and whistles. 8x8 allowed us to pick and choose the features we needed based on the need of our users.
Danny Fuentes 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

  • In 2008 8x8 was implemented as a Quick Fix to a Telephony / Call Center Solution, 8x8-VO/VCC Provided a Positive ROI because of the following reasons
  • Implementation turn around
  • Cost effective
  • Met all requirements
  • Today 2019 we are using it across 4 Business Lines which includes 10 VO Auto Attendants and 15 VCC Call Center IVRs
No photo available
  • 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

8x8 Virtual Contact Center More Information

NICE Uptivity

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

NICE Uptivity More Information