What users are saying about
25 Ratings
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Score 7.9 out of 100
48 Ratings
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Score 9.3 out of 100

Feature Set Ratings

  • Webex Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

Aspect Unified IP

74%
9.1

Webex Contact Center

91%
Webex Contact Center ranks higher in 11/13 features

Agent dashboard

7.0
70%
3 Ratings
9.3
93%
12 Ratings

Validate callers

9.0
90%
3 Ratings
8.7
87%
12 Ratings

Outbound response

8.0
80%
3 Ratings
9.1
91%
9 Ratings

Call forwarding

6.0
60%
3 Ratings
8.8
88%
11 Ratings

Click-to-call (CTC)

9.6
96%
2 Ratings
9.2
92%
10 Ratings

Warm transfer

8.0
80%
3 Ratings
9.7
97%
12 Ratings

Predictive dialing

9.0
90%
3 Ratings
9.0
90%
8 Ratings

Interactive voice response

5.0
50%
3 Ratings
9.5
95%
10 Ratings

REST APIs

8.0
80%
3 Ratings
8.8
88%
10 Ratings

Call scripts

4.0
40%
3 Ratings
8.3
83%
12 Ratings

Call tracking

6.0
60%
3 Ratings
9.0
90%
11 Ratings

Multichannel integration

8.2
82%
2 Ratings
9.7
97%
11 Ratings

CRM software integration

8.0
80%
3 Ratings
9.8
98%
10 Ratings

Workforce Optimization (WFO)

8.5

Aspect Unified IP

85%
9.4

Webex Contact Center

94%
Webex Contact Center ranks higher in 9/9 features

Inbound call routing

9.0
90%
2 Ratings
9.0
90%
10 Ratings

Omnichannel inbound routing

8.1
81%
2 Ratings
9.6
96%
11 Ratings

Recording

9.6
96%
2 Ratings
9.6
96%
11 Ratings

Quality management

9.1
91%
2 Ratings
9.6
96%
10 Ratings

Call analytics

8.6
86%
2 Ratings
9.8
98%
11 Ratings

Historical reporting

7.4
74%
2 Ratings
8.2
82%
11 Ratings

Live reporting

7.4
74%
2 Ratings
9.6
96%
10 Ratings

Customer surveys

8.6
86%
2 Ratings
9.2
92%
10 Ratings

Customer interaction analytics

9.1
91%
2 Ratings
9.6
96%
9 Ratings

Attribute Ratings

  • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.0

Aspect Unified IP

70%
4 Ratings
9.7

Webex Contact Center

97%
12 Ratings

Likelihood to Renew

7.0

Aspect Unified IP

70%
1 Rating

Webex Contact Center

N/A
0 Ratings

Likelihood to Recommend

Aspect Unified IP

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.
Anonymous | TrustRadius Reviewer

Webex Contact Center

It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
Ericson Aragoza | TrustRadius Reviewer

Pros

Aspect Unified IP

  • 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.
Joseph Burda | TrustRadius Reviewer

Webex Contact Center

  • 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
Anonymous | TrustRadius Reviewer

Cons

Aspect Unified IP

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria | TrustRadius Reviewer

Webex Contact Center

  • 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.
J. Eduardo Medina Corona | TrustRadius Reviewer

Pricing Details

Aspect Unified IP

General

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

Starting Price

Webex Contact Center

General

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

Starting Price

Likelihood to Renew

Aspect Unified IP

Aspect Unified IP 7.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Webex Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

Aspect Unified IP

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.
Bhosale Deepak | TrustRadius Reviewer

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

  • 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.
Joseph Burda | TrustRadius Reviewer

Webex Contact Center

  • 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.
J. Eduardo Medina Corona | TrustRadius Reviewer

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