Aspect Unified IP vs Cisco Webex Contact Center

Likelihood to Recommend

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.

Read full review

Joseph Burda

VP Strategic Operations

Santander Consumer USA Inc.Financial Services, 5001-10,000 employees

View all 3 answers on this topic

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).

Read full review

Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

View all 3 answers on this topic

Feature Rating Comparison

Aspect Unified IP

Cisco Webex Contact Center

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Aspect Unified IP

Cisco Webex Contact Center

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
You can count on several telephone lines that will be centralized in the appearance system.
The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.

Read full review

Jose Raul Faria

Coordinador de Planificación Financiera

Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees

View all 3 answers on this topic

Cloud collaboration and analytics reporting for calls
Easier and better agent interface and call-recording solution in cloud
Porting of customer inbound toll-free

Read full review

Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

View all 3 answers on this topic

Cons

It needs build-in seamlessness of Channel - Omni channel is still not available
Aspect services are costly
Need to add AIML in Aspect

Read full review

Bhosale Deepak

General Manager - IT

Asian PaintsConsumer Goods, 5001-10,000 employees

View all 3 answers on this topic

Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
I don’t know why partners have to pay Cisco for script steps.
There seem to be very few customers using this platform.

Read full review

Randall Crumm

Sr. IT Manager - Global Unified Communications

Western DigitalComputer Hardware, 10,001+ employees

View all 3 answers on this topic

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.

Read full review

Joseph Burda

VP Strategic Operations

Santander Consumer USA Inc.Financial Services, 5001-10,000 employees

View all 3 answers on this topic

Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.

Read full review

Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

View all 3 answers on this topic

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.

Read full review

Jose Raul Faria

Coordinador de Planificación Financiera

Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees

View all 3 answers on this topic

Webex Contact Center will save us on maintenance
No datacenter footprint
No maintenance to be scheduled in-house, which saves our resources and time

Read full review

Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

View all 3 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Aspect Unified IP

Cisco Webex Contact Center