What users are saying about

Aspect Unified IP

9 Ratings
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Score 7.6 out of 101

Cisco Unified Contact Center

35 Ratings
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Score 8.1 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

Cisco Unified Contact Center

  • Call center applications that require advanced logic and more than basic call queueing
Doug Dreibelbis profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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
  • Global Contact Centers
  • Centralized management and data acquisition
  • Clientless/webbased CTI solution
  • Very agile VRU/IVR
  • Easy to use reporting platform
  • Virtualization support
Mark Pareja profile photo

Cons

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria profile photo
  • Integration with CRMs
  • Scalability limitation of express agents
  • Availability of training
Doug Dreibelbis profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Cisco Unified Contact Center9.8
Based on 4 answers
We rely heavily on Cisco platforms. CUCC integrates with our other Cisco platforms and with our enterprise support and licensing agreements.
No photo available

Alternatives Considered

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 services that the company is using correctly in their daily activities.
Jose Raul Faria profile photo
I have used older Avaya ACD systems. Avaya had multiple platforms to perform what CUCC does on one platform. The CUCC user and programing interfaces are much more user friendly.
No photo available

Return on Investment

  • 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
  • Reporting allows for training and development of customer service representatives.
  • Provide basic call recording as part of the system for training of agents without the need of separate recording servers.
  • Allows for agents to efficiently handle customer calls.
Doug Dreibelbis 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

Cisco Unified Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details