Aspect Unified IP vs Webex Contact Center

• 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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• Simple and easy to use dashboard
• Auto generation of transcripts
• AI supporting the operator as a virtual assistant
• Well suited for a large number of user
• Customer support

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• The reports are very basic.
• There may be a broader reporting line, perhaps with more detailed records.

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• The chat space could be improved within the call rooms to be able to share quick writings.
• In international calls there are usually failures, especially audio.
• Being able to have an unlimited number of users at the same time in basic rooms.

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• 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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• It doesn't take a lot of investment to train new Webex users.
• Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
• It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.

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