Solid SMB solution!
February 26, 2022

Solid SMB solution!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE Uptivity

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!

Pros

  • Tracks everything the company does.
  • Integrate all communication into one place.
  • Very easy to use!

Cons

  • Receiving support is sometimes hard to get in my experience.
  • Other than that, nothing. It does what is says it does!
  • The ability to customize the different profiles for each agent.
  • Easy to create and then access reports.
  • Call recording is used mostly and works great!
  • We have seen profits on the rise due to organization this program allows.
  • Agents have a well-rounded understanding of the material they need instead of a broad array of material previously.
We have not had a chance or a need as of yet to review or try any other products like NICE Uptivity.

Do you think NICE CXone Mpower delivers good value for the price?

Yes

Are you happy with NICE CXone Mpower's feature set?

Yes

Did NICE CXone Mpower live up to sales and marketing promises?

Yes

Did implementation of NICE CXone Mpower go as expected?

Yes

Would you buy NICE CXone Mpower again?

Yes

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.

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