NICE Uptivity vs. SpiceCSM

I really like the easy implementation of NICE Uptivity and getting familiar with all its features it takes no time and through the software, it's quite simple to generate the most effective and required services quality. Customer experience is excellent and useful business files management and easy access to various project documents and other data. Task management and easy project planning NICE Uptivity is a great choice and the performance of the tool is perfect.

Incentivized

SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.

Incentivized

• 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.

Incentivized

• Personalization
• Segment Skills/Campaigns
• Support for issues

Incentivized

• Receiving support is sometimes hard to get in my experience.
• Other than that, nothing. It does what is says it does!

Incentivized

• Reporting - Not very customizable
• Managing Contact Dispositions (topics)
• Analytics user interface

Incentivized

SpiceCSM is user friendly and ties in nicely to our NICE inContact platform

Incentivized

Someone is always available to assist or answer questions.

Incentivized

I could say that it is compared in a more personal way, since it is not a very well-known tool, many of its functions are for more private teams and for specific organizations.

Incentivized

Salesforce and Zendesk. I like SpiceCSM better.

Incentivized

• its been the same program we have used since working for KM
• provides a call system for employees to use
• user friendly interface

Incentivized

• Ability to analyze customer contact topic trends.
• Ability to sort callers and filter them to certain phone lines based on customer account information.
• Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.

Incentivized