Aspect Unified IP vs ContactWorld for Salesforce

• 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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• The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
• ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
• ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.

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• 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.

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• It would be nice to have a groups area in ContactWorld, where we can put specific people into certain groups, similar to folders on a desktop.

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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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• ContactWorld hasn't made a huge difference in our ROI, but it has sparked the interest of our sales reps to do more for each client they come in contact with.

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