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Score 7.7 out of 101
39 Ratings
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Score 7.2 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

ContactWorld for Salesforce

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
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Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
ContactWorld for Salesforce
9.2
Agent dashboard
Aspect Unified IP
8.5
ContactWorld for Salesforce
10.0
Validate callers
Aspect Unified IP
9.0
ContactWorld for Salesforce
10.0
Outbound response
Aspect Unified IP
9.0
ContactWorld for Salesforce
10.0
Call forwarding
Aspect Unified IP
9.0
ContactWorld for Salesforce
9.0
Click-to-call (CTC)
Aspect Unified IP
9.5
ContactWorld for Salesforce
9.0
Warm transfer
Aspect Unified IP
9.0
ContactWorld for Salesforce
10.0
Predictive dialing
Aspect Unified IP
9.5
ContactWorld for Salesforce
9.0
Interactive voice response
Aspect Unified IP
9.0
ContactWorld for Salesforce
9.0
REST APIs
Aspect Unified IP
9.0
ContactWorld for Salesforce
6.0
Call scripts
Aspect Unified IP
9.0
ContactWorld for Salesforce
8.0
Call tracking
Aspect Unified IP
9.5
ContactWorld for Salesforce
10.0
Multichannel integration
Aspect Unified IP
8.0
ContactWorld for Salesforce
10.0
CRM software integration
Aspect Unified IP
8.5
ContactWorld for Salesforce
10.0

Workforce Optimization (WFO)

Aspect Unified IP
8.5
ContactWorld for Salesforce
10.0
Inbound call routing
Aspect Unified IP
9.0
ContactWorld for Salesforce
10.0
Omnichannel inbound routing
Aspect Unified IP
8.0
ContactWorld for Salesforce
10.0
Recording
Aspect Unified IP
9.5
ContactWorld for Salesforce
10.0
Quality management
Aspect Unified IP
9.0
ContactWorld for Salesforce
10.0
Call analytics
Aspect Unified IP
8.5
ContactWorld for Salesforce
10.0
Historical reporting
Aspect Unified IP
7.5
ContactWorld for Salesforce
10.0
Live reporting
Aspect Unified IP
7.5
ContactWorld for Salesforce
10.0
Customer surveys
Aspect Unified IP
8.5
ContactWorld for Salesforce
10.0
Customer interaction analytics
Aspect Unified IP
9.0
ContactWorld for Salesforce
10.0

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
  • 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.
No photo available

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
  • 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.
No photo available

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
Very similar. Both great products
Richard Kersten 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
  • 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.
No photo available

Pricing Details

Aspect Unified IP

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

ContactWorld for Salesforce

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details