NICE Uptivity

NICE Uptivity

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Score 8.1 out of 100
NICE Uptivity

Overview

Recent Reviews

Solid SMB solution!

8 out of 10
February 26, 2022
We have used NICE Uptivity in our call center for the last year and a few months. It has the ability to track every single thing that we …
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What is NICE Uptivity?

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Product Details

What is NICE Uptivity?

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.

NICE Uptivity Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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Reviews and Ratings

 (12)

Reviews

(1-7 of 7)
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Rahim Khan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
The intuitive platform and the NICE Uptivity features are quite simple options with easy manipulation through the easy and friendly welcoming interface. The engagement on this software is incredible and profitable insights collection across various websites easily through its powerful data sources integration features. NICE Uptivity allows multiple data management and very easy to prepare valuable project reports through the use of NICE Uptivity functionalities.
  • I like NICE Uptivity budgeting capability.
  • To manage project workflows was an easy process using the product.
  • Reports are helpful and positive impacts to the business productions.
  • The team can improve the support team.
  • Setting some optional and advanced capabilities is not an easy job.
  • Free trial.
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use it do save our call evaluations. Also to connect to our network to our phone systems, call our borrowers, log our aux usage and manage our breaks, use restroom time, manage our activity. Also we use it for our training and spanish que calls as well as so much more things. It's so easy to use.
  • Managing time.
  • Keeping track of call flow.
  • See how many calls our holding.
  • Sometimes its down.
  • Sometimes lag.
  • Maybe more features
Sometimes it is down so hard to do work. It is easy to use and loads fast and very easy to use with managing time in the work place and at home if you work from home or in office or out and about or elsewhere in other cases as well.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We used Uptivity as a workforce management software solution. It delivers basic forecasts and schedules. In the end, it should help your businesses achieve their goals through its algorithms. In fact, it was useful to address the following issues: improving customer service and reducing customer complaints (indirect benefits); reducing personnel costs, and decreasing time to market (direct).
  • Reduce headcount.
  • Improve agent engagement.
  • Software freezes and crashes.
  • Customization.
  • Improve the creation of output data.
NICE Uptivity helps you increase workforce efficiency. Also, note that users will be able to learn and use the software easily. In order to get the best performance and ensure productivity, you should have clear goals: I'd say that NICE Uptivity is really good for creating detailed and realistic expectations so that agents know exactly how to proceed. This software is focusing on results, not hours worked.
February 26, 2022

Solid SMB solution!

Score 8 out of 10
Vetted Review
Verified User
Review Source
We have used NICE Uptivity in our call center for the last year and a few months. It has the ability to track every single thing that we do. This is definitely the best feature!
  • Tracks everything the company does.
  • Integrate all communication into one place.
  • Very easy to use!
  • Receiving support is sometimes hard to get in my experience.
  • Other than that, nothing. It does what is says it does!
We use a few different profiles for the phone agents. By using NICE Uptivity we are able to customize different profiles and assign them to each agent in their various scenarios. I think one downside is pretty much anyone is able to get into the system and create customizations that are mainly meant for supervisors. When the supervisor is needing to handle issues, it is usually hard for them to find where he needs to be and how to address it since there are so many other people's inputs within the same screen.
John L Sandler | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is a tool that has definitely helped my organization to communicate in real-time since this tool goes much further since it is in charge of finding us in the same place and being able to interact or share files constantly and quickly.
  • Share files.
  • Keeps you connected.
  • Unifies
  • Easy adaptability.
  • Integration
  • Complete
In my experience I can say that it is a good tool, it has worked quite well mainly when it comes to sharing files, the integration with other users is quite efficient, once you understand the tool you realize that it is quite efficient.
February 24, 2022

Great product!

Score 10 out of 10
Vetted Review
Verified User
Review Source
helps with our call volume, providing data on each customer
  • call flow
  • call volume
  • call quality
  • metrics and data
  • great for notes and call backs
  • Allow calls to forward to a cell
  • call routing after dail
  • needs better softphone usage
Its helped me in alot of ways with my calls. I think it should be synced with other company based softwares to make the process seemless. Overall great product i will be using for my career. I think it can improve possibly by allowing a chat system with other departments.
August 05, 2016

Listening with ease

Heather Vega | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
Our organization uses Uptivity for call recording of our internal call center. We currently utilize it across our customer service and tier 1 technicians by recording all incoming and outgoing calls from our customers and partners. We capture multiple different lines of business.
  • 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.
  • 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.
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.