Aspect Unified IP vs. Google Cloud Contact Center AI

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 6.2 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
Google Cloud Contact Center AI
Score 8.9 out of 10
N/A
Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A
Pricing
Aspect Unified IPGoogle Cloud Contact Center AI
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Aspect Unified IPGoogle Cloud Contact Center AI
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 IPGoogle Cloud Contact Center AI
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Aspect Unified IPGoogle Cloud Contact Center AI
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
Google Cloud Contact Center AI
8.4
13 Ratings
0% above category average
Agent dashboard7.03 Ratings8.513 Ratings
Validate callers9.03 Ratings7.911 Ratings
Outbound response8.03 Ratings8.211 Ratings
Call forwarding6.03 Ratings8.611 Ratings
Click-to-call (CTC)9.62 Ratings8.911 Ratings
Warm transfer8.03 Ratings8.810 Ratings
Predictive dialing9.03 Ratings8.39 Ratings
Interactive voice response5.03 Ratings8.411 Ratings
REST APIs8.03 Ratings7.211 Ratings
Call scripts4.03 Ratings8.211 Ratings
Call tracking6.03 Ratings8.411 Ratings
Multichannel integration8.22 Ratings8.712 Ratings
CRM software integration8.03 Ratings8.711 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
Google Cloud Contact Center AI
8.6
13 Ratings
4% above category average
Inbound call routing9.02 Ratings8.312 Ratings
Omnichannel inbound routing8.12 Ratings8.111 Ratings
Recording9.62 Ratings8.813 Ratings
Quality management9.12 Ratings8.911 Ratings
Call analytics8.62 Ratings9.012 Ratings
Historical reporting7.42 Ratings9.011 Ratings
Live reporting7.42 Ratings8.410 Ratings
Customer surveys8.62 Ratings8.18 Ratings
Customer interaction analytics9.12 Ratings8.410 Ratings
Best Alternatives
Aspect Unified IPGoogle Cloud Contact Center AI
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
Webex Contact Center
Webex Contact Center
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Aspect Unified IPGoogle Cloud Contact Center AI
Likelihood to Recommend
7.0
(4 ratings)
8.5
(13 ratings)
Likelihood to Renew
7.0
(1 ratings)
9.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Aspect Unified IPGoogle Cloud Contact Center AI
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.
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Google
Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.
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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.
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Google
  • Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
  • Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
  • Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.
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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.
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Google
  • It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
  • Automation can be made a little simpler and basic for anyone to be able to work on it.
  • Each instance of the software can have its own AI learning for a wider range of real time issues.
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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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Google
We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
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Usability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Google
Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
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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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Google
Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.
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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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Google
  • Reduced the number of minutes spent by live agents on trivial queries.
  • Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
  • Customer satisfaction got increased exponentially.
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ScreenShots