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.
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Mitel MiCollab
Score 6.4 out of 10
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Mitel MiCollab is a collaboration and conferencing tool for enterprises, from Canadian company Mitel.
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.
MiCollab is great for a large office to get users working from home and being able to use their home phone or cell phone like the desk phone at the office. This allows our live operators the ability to see if the end-user is on an active call before sending a new call to them. If you have a very small company of fewer than 10 people this might not be worth the investment as cell phones would work just as well.
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.
Mitel MiCollab is great for working remotely. The twinning feature to allow calls directed to my office phone to ring on my cell phone is extremely convenient.
The feature that allows you to set which device you want to ring (desk phone, PC, cell phone) is great as even when I am in the office, I prefer to just use my cell phone.
The customer support for the product is first-rate. They are always present and helpful when needed.
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.
Support is typically handled by a reseller. Buyers should evaluate the reseller as much as they evaluate Mitel for the product suite. The few times when the reseller was not able to handle the issue directly, Mitel did step up and quickly answer/address the question/issue.
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.
MiCollab was great as a VOIP solution and general team collaboration solution, but it lacked in some areas, such as the mobile app, complex configuration and set up as well as the lack of user customization. Overall, the system is serviceable, but seemed rather vanilla compared to its competitors
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.
I'm not a person in a position to really speak to this question as I'm only a user and not involved in purchasing such services. Overall, though, I believe we switched to this to save money and since we seem to be sticking with it, I have to assume that objective has been achieved.
