NICE Uptivity vs. SpiceCSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE Uptivity
Score 8.3 out of 10
N/A
NICE Uptivity is a suite of workforce analytics applications for call centers. The company Uptivity was acquired by inContact in May 2014, who in turn was acquired by NICE. NICE offers Uptivity as workforce management suite option for SMB call centers.N/A
SpiceCSM
Score 7.0 out of 10
N/A
SpiceCSM is a call center optimization suite from the New York company of the same name, featuring a Unified Desktop, a Data and Application Connector, analytics and process automation, and more.N/A
Pricing
NICE UptivitySpiceCSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
NICE UptivitySpiceCSM
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Best Alternatives
NICE UptivitySpiceCSM
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 8.9 out of 10
Eleveo
Eleveo
Score 8.9 out of 10
Enterprises
NICE Adaptive WFO
NICE Adaptive WFO
Score 8.5 out of 10
NICE Adaptive WFO
NICE Adaptive WFO
Score 8.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE UptivitySpiceCSM
Likelihood to Recommend
8.5
(7 ratings)
7.0
(2 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
NICE UptivitySpiceCSM
Likelihood to Recommend
NICE Systems
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.
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SpiceCSM
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.
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Pros
NICE Systems
  • 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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SpiceCSM
  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
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Cons
NICE Systems
  • Receiving support is sometimes hard to get in my experience.
  • Other than that, nothing. It does what is says it does!
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SpiceCSM
  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
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Usability
NICE Systems
No answers on this topic
SpiceCSM
SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
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Support Rating
NICE Systems
No answers on this topic
SpiceCSM
Someone is always available to assist or answer questions.
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Alternatives Considered
NICE Systems
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.
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SpiceCSM
Salesforce and Zendesk. I like SpiceCSM better.
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Return on Investment
NICE Systems
  • its been the same program we have used since working for KM
  • provides a call system for employees to use
  • user friendly interface
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SpiceCSM
  • 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.
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