Aspect Unified IP vs ContactWorld for Salesforce

Likelihood to Recommend

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.

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Joseph Burda

VP Strategic Operations

Santander Consumer USA Inc.Financial Services, 5001-10,000 employees

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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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Verified User

Employee in Marketing

Marketing and Advertising Company, 51-200 employees

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Feature Rating Comparison

Aspect Unified IP

ContactWorld for Salesforce

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Aspect Unified IP

ContactWorld for Salesforce

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Jose Raul Faria

Coordinador de Planificación Financiera

Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees

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Simple
efficient
easy to use
quick
time saver

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Richard Kersten

Corporate Account Executive

Bectran, Inc.Computer Software, 11-50 employees

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Cons

It needs build-in seamlessness of Channel - Omni channel is still not available
Aspect services are costly
Need to add AIML in Aspect

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Bhosale Deepak

General Manager - IT

Asian PaintsConsumer Goods, 5001-10,000 employees

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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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Verified User

Employee in Marketing

Marketing and Advertising Company, 51-200 employees

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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.

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Joseph Burda

VP Strategic Operations

Santander Consumer USA Inc.Financial Services, 5001-10,000 employees

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Very similar. Both great products

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Richard Kersten

Corporate Account Executive

Bectran, Inc.Computer Software, 11-50 employees

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Return on Investment

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.

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Jose Raul Faria

Coordinador de Planificación Financiera

Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees

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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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Verified User

Employee in Marketing

Marketing and Advertising Company, 51-200 employees

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