Aspect Unified IP vs. Cisco Unified Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 6.2 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 Unified Contact Center
Score 8.4 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Pricing
Aspect Unified IPCisco Unified Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Aspect Unified IPCisco Unified Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Aspect Unified IPCisco Unified Contact Center
Top Pros
Top Cons
Features
Aspect Unified IPCisco Unified Contact Center
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 Unified Contact Center
9.5
40 Ratings
13% above category average
Agent dashboard7.03 Ratings9.540 Ratings
Validate callers9.03 Ratings9.436 Ratings
Outbound response8.03 Ratings9.336 Ratings
Call forwarding6.03 Ratings9.537 Ratings
Click-to-call (CTC)9.62 Ratings9.530 Ratings
Warm transfer8.03 Ratings9.635 Ratings
Predictive dialing9.03 Ratings9.627 Ratings
Interactive voice response5.03 Ratings9.534 Ratings
REST APIs8.03 Ratings9.630 Ratings
Call scripts4.03 Ratings9.435 Ratings
Call tracking6.03 Ratings9.338 Ratings
Multichannel integration8.22 Ratings9.530 Ratings
CRM software integration8.03 Ratings9.330 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 Unified Contact Center
9.3
41 Ratings
12% above category average
Inbound call routing9.02 Ratings9.638 Ratings
Omnichannel inbound routing8.12 Ratings9.530 Ratings
Recording9.62 Ratings8.835 Ratings
Quality management9.12 Ratings9.636 Ratings
Call analytics8.62 Ratings9.737 Ratings
Historical reporting7.42 Ratings9.439 Ratings
Live reporting7.42 Ratings9.539 Ratings
Customer surveys8.62 Ratings8.828 Ratings
Customer interaction analytics9.12 Ratings8.930 Ratings
Best Alternatives
Aspect Unified IPCisco Unified Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Aspect Unified IPCisco Unified Contact Center
Likelihood to Recommend
7.0
(4 ratings)
9.3
(49 ratings)
Likelihood to Renew
7.0
(1 ratings)
9.1
(5 ratings)
Usability
-
(0 ratings)
8.3
(7 ratings)
Support Rating
-
(0 ratings)
7.5
(15 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.0
(2 ratings)
Professional Services
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Aspect Unified IPCisco Unified Contact Center
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 would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
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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
  • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
  • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
  • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
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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
  • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
  • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
  • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
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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
if it is up to me I would maintain its use. I was not able to make those decisions previously.
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Usability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Cisco
To be honest, there are tools better than Cisco Unified Contact Center
because it largely depends on third party integrations with better
alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
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Support Rating
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Cisco
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
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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
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
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Contract Terms and Pricing Model
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Cisco
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
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Professional Services
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Cisco
Scripting not supported
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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
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
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ScreenShots