What users are saying about

Acarda Outbound

1 Ratings
Score 8 out of 101

Aspect Unified IP

8 Ratings
Score 7.3 out of 101

Add comparison

Likelihood to Recommend

Acarda Outbound

I think that Acarda is a fantastic tool for any company that is perhaps not selling software, not offering technical support, has minimal technical needs internally, and wants a tool that just works well. We have had issues with support and dropped calls from other outbound and VOIP systems, Acarda was a really solid platform. I would imagine that the average Sales, Billing and Support Team of a small business or StartUp would find a lot to love here.
No photo available

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

Acarda Outbound
Aspect Unified IP
8.1
Agent dashboard
Acarda Outbound
Aspect Unified IP
8.0
Validate callers
Acarda Outbound
Aspect Unified IP
8.0
Outbound response
Acarda Outbound
Aspect Unified IP
9.0
Call forwarding
Acarda Outbound
Aspect Unified IP
8.0
Click-to-call (CTC)
Acarda Outbound
Aspect Unified IP
9.0
Warm transfer
Acarda Outbound
Aspect Unified IP
8.0
Predictive dialing
Acarda Outbound
Aspect Unified IP
9.0
Interactive voice response
Acarda Outbound
Aspect Unified IP
8.0
REST APIs
Acarda Outbound
Aspect Unified IP
8.0
Call scripts
Acarda Outbound
Aspect Unified IP
8.0
Call tracking
Acarda Outbound
Aspect Unified IP
9.0
Multichannel integration
Acarda Outbound
Aspect Unified IP
6.0
CRM software integration
Acarda Outbound
Aspect Unified IP
7.0

Workforce Optimization (WFO)

Acarda Outbound
Aspect Unified IP
8.1
Inbound call routing
Acarda Outbound
Aspect Unified IP
9.0
Omnichannel inbound routing
Acarda Outbound
Aspect Unified IP
7.0
Recording
Acarda Outbound
Aspect Unified IP
9.0
Quality management
Acarda Outbound
Aspect Unified IP
8.0
Call analytics
Acarda Outbound
Aspect Unified IP
8.0
Historical reporting
Acarda Outbound
Aspect Unified IP
8.0
Live reporting
Acarda Outbound
Aspect Unified IP
8.0
Customer surveys
Acarda Outbound
Aspect Unified IP
8.0
Customer interaction analytics
Acarda Outbound
Aspect Unified IP
8.0

Pros

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
No photo available
  • 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

  • Lacked the level of integrations we needed with other software.
  • That's it. It was great otherwise.
No photo available
  • 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

I am not super familiar with the competitors because we moved away from this style of support soon after adopting Acarda, but I had no complaints while using it.
No photo available
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

  • Easy to get started with.
  • Great workflow, especially for people starting in the industry.
  • Helped us meet our daily call goals.
No photo available
  • 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

Acarda Outbound

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