Aspect Unified IP vs. Cisco Finesse

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 5.7 out of 10
N/A
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.N/A
Cisco Finesse
Score 8.3 out of 10
N/A
Cisco Finesse is a product designed to improve customer support delivered via contact centers. Described by Cisco as a next-generation agent and supervisor desktop, Cisco Finesse provides a collaborative experience for communities that interact with your customer service organization. Finesse's user-centric design is stated to enhance satisfaction for your customer-care representatives.N/A
Pricing
Aspect Unified IPCisco Finesse
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Aspect Unified IPCisco Finesse
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Aspect Unified IPCisco Finesse
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Aspect Unified IP
7.4
3 Ratings
12% below category average
Cisco Finesse
8.4
6 Ratings
1% above category average
Agent dashboard7.03 Ratings8.06 Ratings
Validate callers9.03 Ratings8.75 Ratings
Outbound response8.03 Ratings8.16 Ratings
Call forwarding6.03 Ratings9.15 Ratings
Click-to-call (CTC)9.62 Ratings8.93 Ratings
Warm transfer8.03 Ratings8.94 Ratings
Predictive dialing9.03 Ratings8.04 Ratings
Interactive voice response5.03 Ratings8.03 Ratings
REST APIs8.03 Ratings8.02 Ratings
Call scripts4.03 Ratings8.03 Ratings
Call tracking6.03 Ratings8.36 Ratings
Multichannel integration8.22 Ratings8.93 Ratings
CRM software integration8.03 Ratings8.13 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Aspect Unified IP
8.5
2 Ratings
3% above category average
Cisco Finesse
8.3
6 Ratings
0% above category average
Inbound call routing9.02 Ratings8.16 Ratings
Omnichannel inbound routing8.12 Ratings7.63 Ratings
Recording9.62 Ratings7.95 Ratings
Quality management9.12 Ratings9.04 Ratings
Call analytics8.62 Ratings8.35 Ratings
Historical reporting7.42 Ratings8.95 Ratings
Live reporting7.42 Ratings8.55 Ratings
Customer surveys8.62 Ratings8.74 Ratings
Customer interaction analytics9.12 Ratings7.43 Ratings
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Aspect Unified IPCisco Finesse
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Score 10.0 out of 10
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Score 8.9 out of 10
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User Ratings
Aspect Unified IPCisco Finesse
Likelihood to Recommend
7.0
(4 ratings)
8.5
(6 ratings)
Likelihood to Renew
7.0
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Aspect Unified IPCisco Finesse
Likelihood to Recommend
Alvaria, Inc (Aspect Software + Noble Systems)
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.
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Cisco
I didn't personally hate working with Finesse as an end-user, but the frequent bugs and crashes were troublesome. While the frequency wasn't daily or weekly, it was enough to be memorable and difficult to work through. At times the software would crash across the board and take 15 minutes to recover, which pending call volumes, could be highly problematic. When it was working I had few issues or complaints.
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Pros
Alvaria, Inc (Aspect Software + Noble Systems)
  • 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.
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Cisco
  • Keep detail record of the agent and supervisor activity.
  • Help to create agent and give them access to different teams and different skill groups.
  • Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]
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Cons
Alvaria, Inc (Aspect Software + Noble Systems)
  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
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Cisco
  • While adding skill group to the agent a direct find and assign button should be there.
  • In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish.
  • User interface can be improvised.
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Likelihood to Renew
Alvaria, Inc (Aspect Software + Noble Systems)
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.
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Cisco
No answers on this topic
Support Rating
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Cisco
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
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Alternatives Considered
Alvaria, Inc (Aspect Software + Noble Systems)
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.
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Cisco
We used to use Dialpad and it was a great tool. Since switching to Cisco Finesse, we have had no issues with call forwarding, call transfers, or holding. We no longer experience any issues with our callers in the queue or any issues with call playback for quality assurance. Cisco Finesse has made things much easier around the office.
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Return on Investment
Alvaria, Inc (Aspect Software + Noble Systems)
  • 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.
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Cisco
  • Cisco Finesse is a pivotal piece of HubSpot's world renowned Customer Support team, seamlessly integrating with our product to deliver our customers the highest level of support.
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ScreenShots