What users are saying about
15 Ratings
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Score 4.3 out of 100
15 Ratings
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Score 7.6 out of 100

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 | TrustRadius Reviewer

Cisco Webex Contact Center

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).
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.1
Cisco Webex Contact Center
7.9
Agent dashboard
Aspect Unified IP
8.6
Cisco Webex Contact Center
7.0
Validate callers
Aspect Unified IP
9.1
Cisco Webex Contact Center
8.8
Outbound response
Aspect Unified IP
9.0
Cisco Webex Contact Center
8.7
Call forwarding
Aspect Unified IP
9.1
Cisco Webex Contact Center
9.1
Click-to-call (CTC)
Aspect Unified IP
9.6
Cisco Webex Contact Center
8.7
Warm transfer
Aspect Unified IP
9.1
Cisco Webex Contact Center
7.0
Predictive dialing
Aspect Unified IP
9.6
Cisco Webex Contact Center
7.3
Interactive voice response
Aspect Unified IP
9.1
Cisco Webex Contact Center
9.1
REST APIs
Aspect Unified IP
9.1
Cisco Webex Contact Center
9.1
Call scripts
Aspect Unified IP
9.1
Cisco Webex Contact Center
6.4
Call tracking
Aspect Unified IP
9.6
Cisco Webex Contact Center
7.3
Multichannel integration
Aspect Unified IP
8.2
Cisco Webex Contact Center
7.0
CRM software integration
Aspect Unified IP
8.7
Cisco Webex Contact Center
7.3

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Cisco Webex Contact Center
8.3
Inbound call routing
Aspect Unified IP
9.0
Cisco Webex Contact Center
9.1
Omnichannel inbound routing
Aspect Unified IP
8.1
Cisco Webex Contact Center
8.2
Recording
Aspect Unified IP
9.6
Cisco Webex Contact Center
6.7
Quality management
Aspect Unified IP
9.1
Cisco Webex Contact Center
9.1
Call analytics
Aspect Unified IP
8.6
Cisco Webex Contact Center
7.0
Historical reporting
Aspect Unified IP
7.4
Cisco Webex Contact Center
7.3
Live reporting
Aspect Unified IP
7.4
Cisco Webex Contact Center
9.1
Customer surveys
Aspect Unified IP
8.6
Cisco Webex Contact Center
9.1
Customer interaction analytics
Aspect Unified IP
9.1
Cisco Webex Contact Center
9.1

Pros

Aspect Unified IP

  • 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.
Jose Raul Faria | TrustRadius Reviewer

Cisco Webex Contact Center

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

Cons

Aspect Unified IP

  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Bhosale Deepak | TrustRadius Reviewer

Cisco Webex Contact Center

  • 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.
Randall Crumm | TrustRadius Reviewer

Alternatives Considered

Aspect Unified IP

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.
Joseph Burda | TrustRadius Reviewer

Cisco Webex Contact Center

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Aspect Unified IP

  • 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 | TrustRadius Reviewer

Cisco Webex Contact Center

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

Pricing Details

Aspect Unified IP

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cisco Webex Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Aspect Unified IP
8.5
Cisco Webex Contact Center
6.7

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