What users are saying about
17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.5 out of 101
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Aspect Unified IP
9.0
Agent dashboard
8x8 Contact Center
7.5
Aspect Unified IP
8.5
Validate callers
8x8 Contact Center
7.6
Aspect Unified IP
9.0
Outbound response
8x8 Contact Center
7.7
Aspect Unified IP
9.0
Call forwarding
8x8 Contact Center
7.6
Aspect Unified IP
9.0
Click-to-call (CTC)
8x8 Contact Center
7.7
Aspect Unified IP
9.5
Warm transfer
8x8 Contact Center
7.6
Aspect Unified IP
9.0
Predictive dialing
8x8 Contact Center
7.0
Aspect Unified IP
9.5
Interactive voice response
8x8 Contact Center
7.1
Aspect Unified IP
9.0
REST APIs
8x8 Contact Center
8.2
Aspect Unified IP
9.0
Call scripts
8x8 Contact Center
7.2
Aspect Unified IP
9.0
Call tracking
8x8 Contact Center
8.5
Aspect Unified IP
9.5
Multichannel integration
8x8 Contact Center
9.1
Aspect Unified IP
8.0
CRM software integration
8x8 Contact Center
8.5
Aspect Unified IP
8.5

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Aspect Unified IP
8.5
Inbound call routing
8x8 Contact Center
8.5
Aspect Unified IP
9.0
Omnichannel inbound routing
8x8 Contact Center
7.7
Aspect Unified IP
8.0
Recording
8x8 Contact Center
8.2
Aspect Unified IP
9.5
Quality management
8x8 Contact Center
8.5
Aspect Unified IP
9.0
Call analytics
8x8 Contact Center
7.8
Aspect Unified IP
8.5
Historical reporting
8x8 Contact Center
7.8
Aspect Unified IP
7.5
Live reporting
8x8 Contact Center
9.0
Aspect Unified IP
7.5
Customer surveys
8x8 Contact Center
5.5
Aspect Unified IP
8.5
Customer interaction analytics
8x8 Contact Center
Aspect Unified IP
9.0

Pros

8x8 Contact Center

  • Agility of deployment
  • Mobility for users
  • Manageability
Danny Fuentes profile photo

Aspect Unified IP

  • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
  • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
  • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
Joseph Burda profile photo

Cons

8x8 Contact Center

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo

Aspect Unified IP

  • Their upgrade cycle is too agressive, especially for larger organizations that might not need to update their telephony platform so often. This is the main issue I have had with Aspect since we started using them over 10 years ago.
Joseph Burda profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Aspect Unified IP

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Aspect Unified IP

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

Aspect Unified IP

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda profile photo

Return on Investment

8x8 Contact Center

  • Switching to 8x8, we have seen a 30% drop in our telecommunication expense.
MIKE BARBARO profile photo

Aspect Unified IP

  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
Jose Raul Faria profile photo

Pricing Details

8x8 Contact Center

General

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

Aspect Unified IP

General

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

Add comparison