Aspect Unified IP vs. Fuze

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 5.5 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
Fuze
Score 7.6 out of 10
Enterprise companies (1,001+ employees)
Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.
$15
per month
Pricing
Aspect Unified IPFuze
Editions & Modules
No answers on this topic
US Outbound
$0.02
Per Minute
Fuze Meetings
$15
Per User/Per Month
Offerings
Pricing Offerings
Aspect Unified IPFuze
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Features
Aspect Unified IPFuze
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
Fuze
-
Ratings
Agent dashboard7.03 Ratings00 Ratings
Validate callers9.03 Ratings00 Ratings
Outbound response8.03 Ratings00 Ratings
Call forwarding6.03 Ratings00 Ratings
Click-to-call (CTC)9.62 Ratings00 Ratings
Warm transfer8.03 Ratings00 Ratings
Predictive dialing9.03 Ratings00 Ratings
Interactive voice response5.03 Ratings00 Ratings
REST APIs8.03 Ratings00 Ratings
Call scripts4.03 Ratings00 Ratings
Call tracking6.03 Ratings00 Ratings
Multichannel integration8.22 Ratings00 Ratings
CRM software integration8.03 Ratings00 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
Fuze
-
Ratings
Inbound call routing9.02 Ratings00 Ratings
Omnichannel inbound routing8.12 Ratings00 Ratings
Recording9.62 Ratings00 Ratings
Quality management9.12 Ratings00 Ratings
Call analytics8.62 Ratings00 Ratings
Historical reporting7.42 Ratings00 Ratings
Live reporting7.42 Ratings00 Ratings
Customer surveys8.62 Ratings00 Ratings
Customer interaction analytics9.12 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Aspect Unified IP
-
Ratings
Fuze
5.7
111 Ratings
36% below category average
Hosted PBX00 Ratings5.378 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings6.273 Ratings
User templates00 Ratings5.260 Ratings
Call reports00 Ratings6.392 Ratings
Directory of employee names00 Ratings5.7107 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Aspect Unified IP
-
Ratings
Fuze
6.7
107 Ratings
23% below category average
Answering rules00 Ratings7.099 Ratings
Call recording00 Ratings6.289 Ratings
Call park00 Ratings7.173 Ratings
Message alerts00 Ratings6.493 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Aspect Unified IP
-
Ratings
Fuze
7.3
91 Ratings
12% below category average
Video conferencing00 Ratings7.277 Ratings
Audio conferencing00 Ratings7.390 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Aspect Unified IP
-
Ratings
Fuze
8.1
103 Ratings
3% below category average
Mobile app for iOS00 Ratings8.094 Ratings
Mobile app for Android00 Ratings8.177 Ratings
Best Alternatives
Aspect Unified IPFuze
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
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User Ratings
Aspect Unified IPFuze
Likelihood to Recommend
7.0
(4 ratings)
8.2
(116 ratings)
Likelihood to Renew
7.0
(1 ratings)
7.7
(20 ratings)
Usability
-
(0 ratings)
7.1
(12 ratings)
Availability
-
(0 ratings)
8.9
(3 ratings)
Performance
-
(0 ratings)
8.0
(3 ratings)
Support Rating
-
(0 ratings)
7.4
(88 ratings)
In-Person Training
-
(0 ratings)
8.0
(2 ratings)
Online Training
-
(0 ratings)
9.0
(2 ratings)
Implementation Rating
-
(0 ratings)
8.0
(111 ratings)
Configurability
-
(0 ratings)
8.7
(3 ratings)
Ease of integration
-
(0 ratings)
8.0
(3 ratings)
Product Scalability
-
(0 ratings)
7.8
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.6
(3 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(3 ratings)
User Testimonials
Aspect Unified IPFuze
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
Fuze
Fuze has way more capability than we need for our small office so it might be best suited for large installations, call centers, and complex environments. Our office is small and our needs [are] minimal, so when we need support we are challenged to understand the support person due to our lack of technical sophistication. We sometimes feel like we should switch to a solution more geared for consumers or SOHO. Nevertheless, Fuze provides reliable service at [a] reasonable cost that meets our needs, and because support is rarely needed we are happy with them most of the time, i.e. when support isn't needed.
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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
Fuze
  • Support Team - the best I have ever worked with. They help 24/7 on any issue I could come across. Usually it is an item I could fix myself and they fix it and show me how to fix the same issue if I have it in the future.
  • Contact Center - We do Commercial Collections involving Sales and Collections. We have 50 people on the phone at one time. Contact Center lets a Manager listen live and gives help if the rep needs help selling or collecting.
  • Pandemic 2020 - without Fuze we would have been unable to work for 3 months. They saved our "rears" since we already had all their services up and running for years.
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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
Fuze
  • Desktop application stability and compatibility with certain hardware.
  • Better installation - Per-user and per-computer installs sometimes compete with one another and/or upgrades fail to install.
  • [The] desktop app is not best for touchscreen-enabled devices due to lack of ability to scroll through messages using a finger or stylus.
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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.
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Fuze
Fuze is a solid application that is a great asset to the business for our sales staff to make daily calls to clients and candidates. Managers can monitor call data and times to keep up to date with team performance, as well as monitor calls for users on their team. The Fuze/MS Teams integration is an exciting prospect that would be very beneficial to us as a business, for seamless integration between the 2 platforms.
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Usability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Fuze
Fuze was built with the end-user in mind. It was built to have a common interface on mobile and desktop. Fuze Web is new, and it also has the exact same interface as the desktop and mobile, and they are still working on the ability to make phone calls from the browser itself, currently it can do meetings just fine. Everything about Fuze was built with the end-user in mind.
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Reliability and Availability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Fuze
We've had a few outages over the past year. More than other vendors I've used. They usually have outages fixed within an hour. The downside is they do not provide root cause of outages. If they do at takes them at least a month to get it to you
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Performance
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Fuze
Since Fuze runs across multiple devices and platforms they really strived to make a lightweight interface that is optimized for phone calls, chat, and collaboration. The web client loads fast, the chat is always up-to-date, phone calls arrive on-time. The desktop client is the most feature rich and basically it just adds desktop sharing functionality as well as VoIP for calling, and the mobile client doesn't consume a lot of battery, and it stays running to get phone calls, chats, and can do meetings over Wifi, Cellular Data, or Cellular voice.
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Support Rating
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Fuze
Our experience with Fuze support has been overall very positive. Their technicians seem to be well trained and able to handle a variety of requests and issues without unnecessary delays or extensive troubleshooting. Fuze allows enough customer access to avoid the need to call support for every little issue but is ready to assist when issues are beyond our capabilities to resolve.
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In-Person Training
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Fuze
At many of our sites with more than 50 users, Fuze sent someone onsite to train. This worked surprisingly well, as the trainer allowed the users to set the pace and answered TONS of questions. Fuze has a very streamlined training process, their staff is very professional, very knowledgeable and very engaging.
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Online Training
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Fuze
Fuze has vast amounts of training videos and guides on how to use its products and services. There are literally endless-hours of training and I often point end-users to a particular video which addresses the specific needs of the user, for example: how to check voicemail. Or, how to share your desktop, etc.
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Implementation Rating
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Fuze
Personally, I didn't have any trouble getting started with Fuze. It was installed on my computer on my first day and I was good to go! Little to no hiccups. I was not with the company when they first adapted Fuze so I can not speak to the implementation as a whole.
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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.
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Fuze
Fuze was far more expensive and more complicated to set up. Our current platform took a few days to set up with SSO. Our contact center took a bit longer but works amazingly.
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Scalability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Fuze
Fuze does have scalability limits but most of that is how many end-points they can put on a virtual PBX, or VCX as they call them, I THINK its limit is somewhere between 2,000 and 5,000, but we've not had issues with that because we have put users into various VCXs some by location, some by department or function. Either way, we have 7,000 currently deployed, and are going to end up with over 15,000 when we are done, Fuze is VERY scalable.
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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.
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Fuze
  • We receive constant negative feedback from mangers about the system not functioning correctly. (This is mainly due to lack of support from Fuze)
  • This has had a positive impact in that the system is cheaper and we are missing less calls due to the functionality of the system.
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ScreenShots