What users are saying about
52 Ratings
15 Ratings
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Score 4.3 out of 100
52 Ratings
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Score 7.7 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

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.1
Five9
7.9
Agent dashboard
Aspect Unified IP
8.6
Five9
7.0
Validate callers
Aspect Unified IP
9.1
Five9
8.0
Outbound response
Aspect Unified IP
9.0
Five9
8.0
Call forwarding
Aspect Unified IP
9.1
Five9
6.0
Click-to-call (CTC)
Aspect Unified IP
9.6
Five9
Warm transfer
Aspect Unified IP
9.1
Five9
7.0
Predictive dialing
Aspect Unified IP
9.6
Five9
8.0
Interactive voice response
Aspect Unified IP
9.1
Five9
REST APIs
Aspect Unified IP
9.1
Five9
Call scripts
Aspect Unified IP
9.1
Five9
Call tracking
Aspect Unified IP
9.6
Five9
9.0
Multichannel integration
Aspect Unified IP
8.2
Five9
9.0
CRM software integration
Aspect Unified IP
8.7
Five9
9.0

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Five9
9.1
Inbound call routing
Aspect Unified IP
9.0
Five9
9.0
Omnichannel inbound routing
Aspect Unified IP
8.1
Five9
Recording
Aspect Unified IP
9.6
Five9
9.0
Quality management
Aspect Unified IP
9.1
Five9
9.4
Call analytics
Aspect Unified IP
8.6
Five9
9.0
Historical reporting
Aspect Unified IP
7.4
Five9
9.0
Live reporting
Aspect Unified IP
7.4
Five9
9.0
Customer surveys
Aspect Unified IP
8.6
Five9
Customer interaction analytics
Aspect Unified IP
9.1
Five9

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

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | 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

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | TrustRadius Reviewer

Support Rating

Aspect Unified IP

No score
No answers yet
No answers on this topic

Five9

Five9 8.3
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
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

Five9

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
Anonymous | TrustRadius Reviewer

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

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Kostopulos | TrustRadius Reviewer

Screenshots

Aspect Unified IP

Pricing Details

Aspect Unified IP

General

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

Five9

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

Aspect Unified IP
8.5
Five9
7.8

Support Rating

Aspect Unified IP
Five9
8.3

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