Aspect Unified IP vs. Webex Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 5.3 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
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Pricing
Aspect Unified IPWebex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Aspect Unified IPWebex Contact Center
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
Community Pulse
Aspect Unified IPWebex Contact Center
Top Pros
Top Cons
Features
Aspect Unified IPWebex 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
Webex Contact Center
8.1
29 Ratings
3% below category average
Agent dashboard7.03 Ratings9.328 Ratings
Validate callers9.03 Ratings8.726 Ratings
Outbound response8.03 Ratings6.422 Ratings
Call forwarding6.03 Ratings9.026 Ratings
Click-to-call (CTC)9.62 Ratings9.025 Ratings
Warm transfer8.03 Ratings8.527 Ratings
Predictive dialing9.03 Ratings7.017 Ratings
Interactive voice response5.03 Ratings8.322 Ratings
REST APIs8.03 Ratings7.826 Ratings
Call scripts4.03 Ratings8.223 Ratings
Call tracking6.03 Ratings8.026 Ratings
Multichannel integration8.22 Ratings8.026 Ratings
CRM software integration8.03 Ratings7.426 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
Webex Contact Center
8.3
26 Ratings
1% above category average
Inbound call routing9.02 Ratings7.825 Ratings
Omnichannel inbound routing8.12 Ratings8.424 Ratings
Recording9.62 Ratings9.025 Ratings
Quality management9.12 Ratings9.021 Ratings
Call analytics8.62 Ratings8.423 Ratings
Historical reporting7.42 Ratings9.125 Ratings
Live reporting7.42 Ratings8.024 Ratings
Customer surveys8.62 Ratings7.523 Ratings
Customer interaction analytics9.12 Ratings7.521 Ratings
Best Alternatives
Aspect Unified IPWebex Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 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 IPWebex Contact Center
Likelihood to Recommend
7.0
(4 ratings)
8.6
(30 ratings)
Likelihood to Renew
7.0
(1 ratings)
8.2
(1 ratings)
Usability
-
(0 ratings)
8.2
(1 ratings)
User Testimonials
Aspect Unified IPWebex 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
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
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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
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
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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
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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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
Usability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Cisco
The solution for TTS, ASR, etc. is good. but depend on a third party integration. It would be great if this capabilities were native to the solution. The transcription feature only works for English, so in a global economy it's mandatory to have multi language support for other countries too (i.e.: Spanish and Portuguese)
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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
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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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
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
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ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view