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9 Ratings
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Based on 9 reviews and ratings
3 Ratings
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Based on 3 reviews and ratings
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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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
Nextiva Call Center
Nextiva is well suited for monitoring day-to-day employee performance; it accurately tracks who's signed in and for how long; it shows how many breaks are taken (and the numerous reasons why); it shows how long users stay on "unavailable" and also gives weekly breakdowns to make sure employees are in line with company performance metrics.

Verified User
Account Manager in Other
Construction Company, 51-200 employeesFeature Rating Comparison
Contact Center Software
Aspect Unified IP
9.0
Nextiva Call Center
—
Agent dashboard
Aspect Unified IP
8.5
Nextiva Call Center
—
Validate callers
Aspect Unified IP
9.0
Nextiva Call Center
—
Outbound response
Aspect Unified IP
9.0
Nextiva Call Center
—
Call forwarding
Aspect Unified IP
9.0
Nextiva Call Center
—
Click-to-call (CTC)
Aspect Unified IP
9.5
Nextiva Call Center
—
Warm transfer
Aspect Unified IP
9.0
Nextiva Call Center
—
Predictive dialing
Aspect Unified IP
9.5
Nextiva Call Center
—
Interactive voice response
Aspect Unified IP
9.0
Nextiva Call Center
—
REST APIs
Aspect Unified IP
9.0
Nextiva Call Center
—
Call scripts
Aspect Unified IP
9.0
Nextiva Call Center
—
Call tracking
Aspect Unified IP
9.5
Nextiva Call Center
—
Multichannel integration
Aspect Unified IP
8.0
Nextiva Call Center
—
CRM software integration
Aspect Unified IP
8.5
Nextiva Call Center
—
Workforce Optimization (WFO)
Aspect Unified IP
8.5
Nextiva Call Center
—
Inbound call routing
Aspect Unified IP
9.0
Nextiva Call Center
—
Omnichannel inbound routing
Aspect Unified IP
8.0
Nextiva Call Center
—
Recording
Aspect Unified IP
9.5
Nextiva Call Center
—
Quality management
Aspect Unified IP
9.0
Nextiva Call Center
—
Call analytics
Aspect Unified IP
8.5
Nextiva Call Center
—
Historical reporting
Aspect Unified IP
7.5
Nextiva Call Center
—
Live reporting
Aspect Unified IP
7.5
Nextiva Call Center
—
Customer surveys
Aspect Unified IP
8.5
Nextiva Call Center
—
Customer interaction analytics
Aspect Unified IP
9.0
Nextiva Call Center
—
Pros
- 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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
- Call recordings are crystal clear
- Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
- User tracking helps us accurately measure availability and overall weekly performance.

Verified User
Account Manager in Other
Construction Company, 51-200 employeesCons
- The reports are very basic.
- There may be a broader reporting line, perhaps with more detailed records.
Coordinador de Planificación Financiera
Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees
- The admin portal is cumbersome to use and times out too frequently.
- The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
- The click-to-call feature inside of our CRM is finicky and often needs resetting.

Verified User
Account Manager in Other
Construction Company, 51-200 employeesAlternatives Considered
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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.

Verified User
Account Manager in Other
Construction Company, 51-200 employeesReturn on Investment
- 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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
- Nextiva has increased our employee phone coverage and availability by 27%

Verified User
Account Manager in Other
Construction Company, 51-200 employeesPricing Details
Aspect Unified IP
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Additional Pricing Details
—Nextiva Call Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No