Aspect Unified IP vs ContactWorld for Salesforce

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.

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Joseph Burda

VP Strategic Operations

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

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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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Verified User

Employee in Marketing

Marketing and Advertising Company, 51-200 employees

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Feature Rating Comparison

Aspect Unified IP

9.0

ContactWorld for Salesforce

9.2

Agent dashboard

8.5

10.0

Validate callers

9.0

10.0

Outbound response

9.0

10.0

Call forwarding

9.0

Click-to-call (CTC)

9.5

9.0

Warm transfer

9.0

10.0

Predictive dialing

9.5

9.0

Interactive voice response

9.0

REST APIs

9.0

6.0

Call scripts

9.0

8.0

Call tracking

9.5

10.0

Multichannel integration

8.0

10.0

CRM software integration

8.5

10.0

Aspect Unified IP

8.5

ContactWorld for Salesforce

10.0

Inbound call routing

9.0

10.0

Omnichannel inbound routing

8.0

10.0

Recording

9.5

10.0

Quality management

9.0

10.0

Call analytics

8.5

10.0

Historical reporting

7.5

10.0

Live reporting

7.5

10.0

Customer surveys

8.5

10.0

Customer interaction analytics

9.0

10.0

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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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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Verified User

Employee in Marketing

Marketing and Advertising Company, 51-200 employees

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Cons

The reports are very basic.
There may be a broader reporting line, perhaps with more detailed records.

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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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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

The seal of this service was through the revisions according to my corporate needs and I really needed a system that would manage all kinds of calls and support that would give me an active service for a better business management. In fact, he gave me and discovered additional services that the company is using correctly in their daily activities.

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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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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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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

—

Rating Summary

Aspect Unified IP

8.3

ContactWorld for Salesforce

8.6

Aspect Unified IP vs ContactWorld for Salesforce