Aspect Software headquartered in Massachusetts offers Aspect Unified UP, a call center solution for enterprise contact centers. It supports an omnichannel customer experience across voice, email, chat, SMS, IM, and social channels.
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Pricing
Aspect Unified IP
Editions & Modules
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Offerings
Pricing Offerings
Aspect Unified IP
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
Additional Details
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Community Pulse
Aspect Unified IP
Considered Both Products
Alvaria Inc
Verified User
Chose Aspect Unified IP
Aspect Unified IP has proven dialing and campaign management capabilities over many customers who had adopted its solutions over the world. Well-designed predictive dialing algorithm with a fine tunned solution to work properly with your telephony service provider make the …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Coordinador de Planificación Financiera in Finance and Accounting at Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A. (Construction, 51-200 employees)
Chose Aspect Unified IP
The seal of this service was through the revisions according to my corporate needs and I really needed a system that would manage all kinds of calls and support that would give me an active service for a better business management. In fact, he gave me and discovered additional …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
General Manager - IT in Information Technology at Asian Paints (Consumer Goods, 5001-10,000 employees)
Chose Aspect Unified IP
We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
VP Strategic Operations at Santander Consumer USA Inc. (Financial Services, 5001-10,000 employees)
Chose 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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Key User Insights
Would buy again
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Delivers good value for the price
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Happy with the feature set
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Lived up to sales and marketing promises
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Implementation went as expected
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Features
Aspect Unified IP
Contact Center Software
Comparison of Contact Center Software features of Aspect Unified IP
Feature
Aspect Unified IP
7.4
3 Ratings
13% below category average
Agent dashboard
7.03 Ratings
Validate callers
9.03 Ratings
Outbound response
8.03 Ratings
Call forwarding
6.03 Ratings
Click-to-call (CTC)
9.62 Ratings
Warm transfer
8.03 Ratings
Predictive dialing
9.03 Ratings
Interactive voice response
5.03 Ratings
REST APIs
8.03 Ratings
Call scripts
4.03 Ratings
Call tracking
6.03 Ratings
Multichannel integration
8.22 Ratings
CRM software integration
8.03 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Aspect Unified IP
Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
