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9 Ratings
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Score 7.7 out of 101
1 Ratings
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Score 7.3 out of 101

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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 profile photo

OneContact CC

Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
Rui Ferraz profile photo

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
OneContact CC
Agent dashboard
Aspect Unified IP
8.5
OneContact CC
Validate callers
Aspect Unified IP
9.0
OneContact CC
Outbound response
Aspect Unified IP
9.0
OneContact CC
Call forwarding
Aspect Unified IP
9.0
OneContact CC
Click-to-call (CTC)
Aspect Unified IP
9.5
OneContact CC
Warm transfer
Aspect Unified IP
9.0
OneContact CC
Predictive dialing
Aspect Unified IP
9.5
OneContact CC
Interactive voice response
Aspect Unified IP
9.0
OneContact CC
REST APIs
Aspect Unified IP
9.0
OneContact CC
Call scripts
Aspect Unified IP
9.0
OneContact CC
Call tracking
Aspect Unified IP
9.5
OneContact CC
Multichannel integration
Aspect Unified IP
8.0
OneContact CC
CRM software integration
Aspect Unified IP
8.5
OneContact CC

Workforce Optimization (WFO)

Aspect Unified IP
8.5
OneContact CC
Inbound call routing
Aspect Unified IP
9.0
OneContact CC
Omnichannel inbound routing
Aspect Unified IP
8.0
OneContact CC
Recording
Aspect Unified IP
9.5
OneContact CC
Quality management
Aspect Unified IP
9.0
OneContact CC
Call analytics
Aspect Unified IP
8.5
OneContact CC
Historical reporting
Aspect Unified IP
7.5
OneContact CC
Live reporting
Aspect Unified IP
7.5
OneContact CC
Customer surveys
Aspect Unified IP
8.5
OneContact CC
Customer interaction analytics
Aspect Unified IP
9.0
OneContact CC

Pros

  • 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 profile photo
  • Call Flow, ACD and IVR.
  • Dynamic platform with the possibility to integrate with the client existing solution.
  • Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.
Rui Ferraz profile photo

Cons

  • Their upgrade cycle is too agressive, especially for larger organizations that might not need to update their telephony platform so often. This is the main issue I have had with Aspect since we started using them over 10 years ago.
Joseph Burda profile photo
  • The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
  • The email module needs a little more work.
Rui Ferraz profile photo

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.
Joseph Burda profile photo
CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching).OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution.Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
Rui Ferraz profile photo

Return on Investment

  • 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 profile photo
  • It has a low initial CAPEX
  • It has low maintenance
  • The manufacterer support can be a considerable cost.
Rui Ferraz profile photo

Pricing Details

Aspect Unified IP

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

OneContact CC

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