What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Aspect Unified IP

8 Ratings
Score 7.3 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms 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 Virtual Contact Center
8.8
Aspect Unified IP
8.1
Agent dashboard
8x8 Virtual Contact Center
8.0
Aspect Unified IP
8.0
Validate callers
8x8 Virtual Contact Center
9.0
Aspect Unified IP
8.0
Outbound response
8x8 Virtual Contact Center
10.0
Aspect Unified IP
9.0
Call forwarding
8x8 Virtual Contact Center
10.0
Aspect Unified IP
8.0
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Aspect Unified IP
9.0
Warm transfer
8x8 Virtual Contact Center
9.0
Aspect Unified IP
8.0
Predictive dialing
8x8 Virtual Contact Center
8.0
Aspect Unified IP
9.0
Interactive voice response
8x8 Virtual Contact Center
8.0
Aspect Unified IP
8.0
Call scripts
8x8 Virtual Contact Center
9.0
Aspect Unified IP
8.0
Call tracking
8x8 Virtual Contact Center
9.0
Aspect Unified IP
9.0
REST APIs
8x8 Virtual Contact Center
Aspect Unified IP
8.0
Multichannel integration
8x8 Virtual Contact Center
Aspect Unified IP
6.0
CRM software integration
8x8 Virtual Contact Center
Aspect Unified IP
7.0

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Aspect Unified IP
8.1
Inbound call routing
8x8 Virtual Contact Center
10.0
Aspect Unified IP
9.0
Recording
8x8 Virtual Contact Center
9.0
Aspect Unified IP
9.0
Quality management
8x8 Virtual Contact Center
9.0
Aspect Unified IP
8.0
Call analytics
8x8 Virtual Contact Center
8.0
Aspect Unified IP
8.0
Historical reporting
8x8 Virtual Contact Center
7.5
Aspect Unified IP
8.0
Live reporting
8x8 Virtual Contact Center
9.0
Aspect Unified IP
8.0
Omnichannel inbound routing
8x8 Virtual Contact Center
Aspect Unified IP
7.0
Customer surveys
8x8 Virtual Contact Center
Aspect Unified IP
8.0
Customer interaction analytics
8x8 Virtual Contact Center
Aspect Unified IP
8.0

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • 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

  • 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
  • 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

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
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

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
Joseph Burda profile photo

Pricing Details

8x8 Virtual Contact Center

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

Aspect Unified IP

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