15 Ratings
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Score 4.3 out of 100
2 Ratings
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Score 7.2 out of 100

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 | TrustRadius Reviewer

Enghouse Interactive Contact Centers

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.1
Enghouse Interactive Contact Centers
6.8
Agent dashboard
Aspect Unified IP
8.6
Enghouse Interactive Contact Centers
8.0
Validate callers
Aspect Unified IP
9.1
Enghouse Interactive Contact Centers
7.0
Outbound response
Aspect Unified IP
9.0
Enghouse Interactive Contact Centers
8.0
Call forwarding
Aspect Unified IP
9.1
Enghouse Interactive Contact Centers
6.0
Click-to-call (CTC)
Aspect Unified IP
9.6
Enghouse Interactive Contact Centers
Warm transfer
Aspect Unified IP
9.1
Enghouse Interactive Contact Centers
4.0
Predictive dialing
Aspect Unified IP
9.6
Enghouse Interactive Contact Centers
7.0
Interactive voice response
Aspect Unified IP
9.1
Enghouse Interactive Contact Centers
REST APIs
Aspect Unified IP
9.1
Enghouse Interactive Contact Centers
Call scripts
Aspect Unified IP
9.1
Enghouse Interactive Contact Centers
Call tracking
Aspect Unified IP
9.6
Enghouse Interactive Contact Centers
8.0
Multichannel integration
Aspect Unified IP
8.2
Enghouse Interactive Contact Centers
6.0
CRM software integration
Aspect Unified IP
8.7
Enghouse Interactive Contact Centers

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Enghouse Interactive Contact Centers
7.4
Inbound call routing
Aspect Unified IP
9.0
Enghouse Interactive Contact Centers
6.0
Omnichannel inbound routing
Aspect Unified IP
8.1
Enghouse Interactive Contact Centers
Recording
Aspect Unified IP
9.6
Enghouse Interactive Contact Centers
6.0
Quality management
Aspect Unified IP
9.1
Enghouse Interactive Contact Centers
Call analytics
Aspect Unified IP
8.6
Enghouse Interactive Contact Centers
9.0
Historical reporting
Aspect Unified IP
7.4
Enghouse Interactive Contact Centers
9.0
Live reporting
Aspect Unified IP
7.4
Enghouse Interactive Contact Centers
Customer surveys
Aspect Unified IP
8.6
Enghouse Interactive Contact Centers
7.0
Customer interaction analytics
Aspect Unified IP
9.1
Enghouse Interactive Contact Centers

Pros

Aspect Unified IP

  • 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.
Jose Raul Faria | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
Anonymous | TrustRadius Reviewer

Cons

Aspect Unified IP

  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Bhosale Deepak | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
Anonymous | TrustRadius Reviewer

Alternatives Considered

Aspect Unified IP

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 | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No answers on this topic

Return on Investment

Aspect Unified IP

  • 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.
Jose Raul Faria | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.
Anonymous | TrustRadius Reviewer

Pricing Details

Aspect Unified IP

General

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

Enghouse Interactive Contact Centers

General

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

Rating Summary

Likelihood to Recommend

Aspect Unified IP
8.5
Enghouse Interactive Contact Centers
7.0

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