Aspect Unified IP vs Presence Inbound

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.

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Joseph Burda

VP Strategic Operations

Santander Consumer USA Inc.Financial Services, 5001-10,000 employees

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Presence Inbound

Screen recording and call monitoring are great features and on the other hand, workforce management solutions would be avery nice to have. Also scripting is very easy to use and configuring a campaign script takes only [a few] minutes depending on how complex the script is of course.

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Feature Rating Comparison

Aspect Unified IP

9.0

8.5

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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Joseph Burda

VP Strategic Operations

Santander Consumer USA Inc.Financial Services, 5001-10,000 employees

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Real time reporting
Historical Reports
Supervisor interface

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Cons

The reports are very basic.
There may be a broader reporting line, perhaps with more detailed records.

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Jose Raul Faria

Coordinador de Planificación Financiera

Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees

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Sound Alerts
Detail of who hangs up the call
Less expensive support

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Likelihood to Renew

No score

No answers yet

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Presence Inbound9.0

Based on 1 answer

Price. Easy to use. Support.

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Alternatives 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.

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Joseph Burda

VP Strategic Operations

Santander Consumer USA Inc.Financial Services, 5001-10,000 employees

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I didn't participate in the acquisition at the beginning but I know some other platforms and after using presence what I like better is the real time reporting, the agent's easy to use interface, the option of sending communications to all of users in a very easy way, the options that supervisors get from their interface and the easy to configure scripting where you can have a campaign configure in minutes.

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Return on Investment

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.

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Jose Raul Faria

Coordinador de Planificación Financiera

Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees

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Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
In our sales presentations, Presence is one of our major strengths.

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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