Aspect Unified IP vs. Enghouse Interactive Contact Centers

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 6.3 out of 10
N/A
Aspect Software headquartered in Massachusetts offers Aspect Unified UP, a call center solution for enterprise contact centers. It supports an omnichannel customer experience across voice, email, chat, SMS, IM, and social channels.N/A
Enghouse Interactive Contact Centers
Score 8.0 out of 10
N/A
Enghouse Interactive headquartered in Phoenix, Arizona offers Contact Centers, call center software. Enghouse Interactive is a division of global, publicly traded company Enghouse Systems.N/A
Pricing
Aspect Unified IPEnghouse Interactive Contact Centers
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Aspect Unified IPEnghouse Interactive Contact Centers
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Aspect Unified IPEnghouse Interactive Contact Centers
Top Pros
Top Cons
Features
Aspect Unified IPEnghouse Interactive Contact Centers
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Aspect Unified IP
7.4
3 Ratings
12% below category average
Enghouse Interactive Contact Centers
7.0
2 Ratings
18% below category average
Agent dashboard7.03 Ratings7.02 Ratings
Validate callers9.03 Ratings6.02 Ratings
Outbound response8.03 Ratings7.02 Ratings
Call forwarding6.03 Ratings9.02 Ratings
Click-to-call (CTC)9.62 Ratings6.01 Ratings
Warm transfer8.03 Ratings7.02 Ratings
Predictive dialing9.03 Ratings6.02 Ratings
Interactive voice response5.03 Ratings9.01 Ratings
REST APIs8.03 Ratings6.01 Ratings
Call scripts4.03 Ratings6.01 Ratings
Call tracking6.03 Ratings8.01 Ratings
Multichannel integration8.22 Ratings7.02 Ratings
CRM software integration8.03 Ratings7.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Aspect Unified IP
8.5
2 Ratings
3% above category average
Enghouse Interactive Contact Centers
7.4
2 Ratings
11% below category average
Inbound call routing9.02 Ratings8.02 Ratings
Omnichannel inbound routing8.12 Ratings8.01 Ratings
Recording9.62 Ratings6.01 Ratings
Quality management9.12 Ratings8.01 Ratings
Call analytics8.62 Ratings8.02 Ratings
Historical reporting7.42 Ratings8.02 Ratings
Live reporting7.42 Ratings8.01 Ratings
Customer surveys8.62 Ratings6.02 Ratings
Customer interaction analytics9.12 Ratings7.01 Ratings
Best Alternatives
Aspect Unified IPEnghouse Interactive Contact Centers
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Aspect Unified IPEnghouse Interactive Contact Centers
Likelihood to Recommend
7.0
(4 ratings)
8.0
(3 ratings)
Likelihood to Renew
7.0
(1 ratings)
9.0
(1 ratings)
User Testimonials
Aspect Unified IPEnghouse Interactive Contact Centers
Likelihood to Recommend
Alvaria, Inc (Aspect Software + Noble Systems)
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.
Read full review
Enghouse
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.
Read full review
Pros
Alvaria, Inc (Aspect Software + Noble Systems)
  • 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.
Read full review
Enghouse
  • 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
Read full review
Cons
Alvaria, Inc (Aspect Software + Noble Systems)
  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Read full review
Enghouse
  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
Read full review
Likelihood to Renew
Alvaria, Inc (Aspect Software + Noble Systems)
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.
Read full review
Enghouse
Price. Easy to use. Support.
Read full review
Alternatives Considered
Alvaria, Inc (Aspect Software + Noble Systems)
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.
Read full review
Enghouse
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.
Read full review
Return on Investment
Alvaria, Inc (Aspect Software + Noble Systems)
  • 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.
Read full review
Enghouse
  • 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.
Read full review
ScreenShots