25 Ratings
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Score 7.9 out of 100
3 Ratings
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Score 8 out of 100

Feature Set Ratings

  • Aspect Unified IP ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

Aspect Unified IP

74%
7.0

Enghouse Interactive Contact Centers

70%
Aspect Unified IP ranks higher in 9/13 features

Agent dashboard

7.0
70%
3 Ratings
7.0
70%
2 Ratings

Validate callers

9.0
90%
3 Ratings
6.0
60%
2 Ratings

Outbound response

8.0
80%
3 Ratings
7.0
70%
2 Ratings

Call forwarding

6.0
60%
3 Ratings
9.0
90%
2 Ratings

Click-to-call (CTC)

9.6
96%
2 Ratings
6.0
60%
1 Rating

Warm transfer

8.0
80%
3 Ratings
7.0
70%
2 Ratings

Predictive dialing

9.0
90%
3 Ratings
6.0
60%
2 Ratings

Interactive voice response

5.0
50%
3 Ratings
9.0
90%
1 Rating

REST APIs

8.0
80%
3 Ratings
6.0
60%
1 Rating

Call scripts

4.0
40%
3 Ratings
6.0
60%
1 Rating

Call tracking

6.0
60%
3 Ratings
8.0
80%
1 Rating

Multichannel integration

8.2
82%
2 Ratings
7.0
70%
2 Ratings

CRM software integration

8.0
80%
3 Ratings
7.0
70%
1 Rating

Workforce Optimization (WFO)

8.5

Aspect Unified IP

85%
7.4

Enghouse Interactive Contact Centers

74%
Aspect Unified IP ranks higher in 7/9 features

Inbound call routing

9.0
90%
2 Ratings
8.0
80%
2 Ratings

Omnichannel inbound routing

8.1
81%
2 Ratings
8.0
80%
1 Rating

Recording

9.6
96%
2 Ratings
6.0
60%
1 Rating

Quality management

9.1
91%
2 Ratings
8.0
80%
1 Rating

Call analytics

8.6
86%
2 Ratings
8.0
80%
2 Ratings

Historical reporting

7.4
74%
2 Ratings
8.0
80%
2 Ratings

Live reporting

7.4
74%
2 Ratings
8.0
80%
1 Rating

Customer surveys

8.6
86%
2 Ratings
6.0
60%
2 Ratings

Customer interaction analytics

9.1
91%
2 Ratings
7.0
70%
1 Rating

Attribute Ratings

  • Enghouse Interactive Contact Centers is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.0

Aspect Unified IP

70%
4 Ratings
8.0

Enghouse Interactive Contact Centers

80%
2 Ratings

Likelihood to Renew

7.0

Aspect Unified IP

70%
1 Rating

Enghouse Interactive Contact Centers

N/A
0 Ratings

Likelihood to Recommend

Aspect Unified IP

Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

Enghouse Interactive Contact Centers is well suited for organizations with existing Microsoft solutions e.g. Lync/Skype for business infrastructure/Teams, Those who run Busy (1000+ calls/day) OMNI channel contact centres and depend on quality management/Quality assurance. I would say less appropriate for small to medium organizations that do not have existing PABX infrastructure.
Anonymous | TrustRadius Reviewer

Pros

Aspect Unified IP

  • 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 | 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

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Improve chatbots functionality.
  • Remote working.
  • Modern looking interface.
Anonymous | TrustRadius Reviewer

Pricing Details

Aspect Unified IP

General

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

Starting Price

Enghouse Interactive Contact Centers

General

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

Starting Price

Likelihood to Renew

Aspect Unified IP

Aspect Unified IP 7.0
Based on 1 answer
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

Alternatives Considered

Aspect Unified IP

We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
Bhosale Deepak | TrustRadius Reviewer

Enghouse Interactive Contact Centers

Enghouse Interactive Contact Centers compared to Zeacom is very powerful in terms of features. The support for integrating with third-party software/hardware is better, and it is much simpler to use because less training is required to upskill the contact center staff. Comes with a lot of documentation and interactive guides/manuals.
Anonymous | TrustRadius Reviewer

Return on Investment

Aspect Unified IP

  • 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 | 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

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