Aspect Unified IP

9 Ratings
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Score 7.6 out of 101

ChaseData Call Center Software

1 Ratings
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Score 10 out of 101

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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

ChaseData Call Center Software

I have used the system for predictive dialing, preview and manual dial. I have had from three to thirty reps using the software at a time. It has worked well for me in all applications.
Arlen Graves profile photo

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
ChaseData Call Center Software
7.0
Agent dashboard
Aspect Unified IP
8.5
ChaseData Call Center Software
7.0
Validate callers
Aspect Unified IP
9.0
ChaseData Call Center Software
7.0
Outbound response
Aspect Unified IP
9.0
ChaseData Call Center Software
7.0
Call forwarding
Aspect Unified IP
9.0
ChaseData Call Center Software
7.0
Click-to-call (CTC)
Aspect Unified IP
9.5
ChaseData Call Center Software
7.0
Warm transfer
Aspect Unified IP
9.0
ChaseData Call Center Software
7.0
Predictive dialing
Aspect Unified IP
9.5
ChaseData Call Center Software
7.0
Interactive voice response
Aspect Unified IP
9.0
ChaseData Call Center Software
REST APIs
Aspect Unified IP
9.0
ChaseData Call Center Software
Call scripts
Aspect Unified IP
9.0
ChaseData Call Center Software
7.0
Call tracking
Aspect Unified IP
9.5
ChaseData Call Center Software
7.0
Multichannel integration
Aspect Unified IP
8.0
ChaseData Call Center Software
CRM software integration
Aspect Unified IP
8.5
ChaseData Call Center Software

Workforce Optimization (WFO)

Aspect Unified IP
8.5
ChaseData Call Center Software
7.0
Inbound call routing
Aspect Unified IP
9.0
ChaseData Call Center Software
7.0
Omnichannel inbound routing
Aspect Unified IP
8.0
ChaseData Call Center Software
7.0
Recording
Aspect Unified IP
9.5
ChaseData Call Center Software
7.0
Quality management
Aspect Unified IP
9.0
ChaseData Call Center Software
7.0
Call analytics
Aspect Unified IP
8.5
ChaseData Call Center Software
7.0
Historical reporting
Aspect Unified IP
7.5
ChaseData Call Center Software
7.0
Live reporting
Aspect Unified IP
7.5
ChaseData Call Center Software
7.0
Customer surveys
Aspect Unified IP
8.5
ChaseData Call Center Software
Customer interaction analytics
Aspect Unified IP
9.0
ChaseData Call Center Software

Pros

  • 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
  • Easy to import and manage data. It handles a hundred thousand leads or just a handful with equal ease.
  • Great managing application. Makes it easy to monitor reps and call flow across inbound and outbound campaigns. Full suite of report generating apps.
  • The best Tech Support people I have ever worked with. Danielle, Guillermo and the rest of their crew are friendly and knowledgeable.
Arlen Graves profile photo

Cons

  • 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
  • Chase does regular updates to the agent and admin software to fix issues and improve functionality. Any shortcomings I have found are usually taken care of the next release.
Arlen Graves profile photo

Alternatives Considered

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
When all is said and done dialers are designed to do one thing; dial phone numbers. It all boils down to dependability and stability and when you have issues a tech support staff that is available to resolve your issues. I was dissatisfied with the system we had, so I began to look around for an alternative. I chose Chase because of cost, good online reviews and previous experience with the system with a previous employer. I have never regretted it.
Arlen Graves profile photo

Return on Investment

  • 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
  • It increases our contact rate and provides real time control of data to maximize our sales efforts and production.
  • Chase provides a means to manage TCPA compliance and DNC lists that is as good or better than any other system I have ever used.
Arlen Graves 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

ChaseData Call Center Software

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