What users are saying about
11 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

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

Aspect Unified IP
9.0
Agent dashboard
Aspect Unified IP
8.5
Validate callers
Aspect Unified IP
9.0
Outbound response
Aspect Unified IP
9.0
Call forwarding
Aspect Unified IP
9.0
Click-to-call (CTC)
Aspect Unified IP
9.5
Warm transfer
Aspect Unified IP
9.0
Predictive dialing
Aspect Unified IP
9.5
Interactive voice response
Aspect Unified IP
9.0
REST APIs
Aspect Unified IP
9.0
Call scripts
Aspect Unified IP
9.0
Call tracking
Aspect Unified IP
9.5
Multichannel integration
Aspect Unified IP
8.0
CRM software integration
Aspect Unified IP
8.5

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Inbound call routing
Aspect Unified IP
9.0
Omnichannel inbound routing
Aspect Unified IP
8.0
Recording
Aspect Unified IP
9.5
Quality management
Aspect Unified IP
9.0
Call analytics
Aspect Unified IP
8.5
Historical reporting
Aspect Unified IP
7.5
Live reporting
Aspect Unified IP
7.5
Customer surveys
Aspect Unified IP
8.5
Customer interaction analytics
Aspect Unified IP
9.0

Pros

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

Aspect Unified IP

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria profile photo

Alternatives Considered

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

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

Aspect Unified IP

General

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

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