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9 Ratings
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Based on 9 reviews and ratings
1 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>Score 8 out of 101
Based on 1 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
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.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
Feature Rating Comparison
Contact Center Software
Aspect Unified IP
9.0
Presence Inbound
—
Agent dashboard
Aspect Unified IP
8.5
Presence Inbound
—
Validate callers
Aspect Unified IP
9.0
Presence Inbound
—
Outbound response
Aspect Unified IP
9.0
Presence Inbound
—
Call forwarding
Aspect Unified IP
9.0
Presence Inbound
—
Click-to-call (CTC)
Aspect Unified IP
9.5
Presence Inbound
—
Warm transfer
Aspect Unified IP
9.0
Presence Inbound
—
Predictive dialing
Aspect Unified IP
9.5
Presence Inbound
—
Interactive voice response
Aspect Unified IP
9.0
Presence Inbound
—
REST APIs
Aspect Unified IP
9.0
Presence Inbound
—
Call scripts
Aspect Unified IP
9.0
Presence Inbound
—
Call tracking
Aspect Unified IP
9.5
Presence Inbound
—
Multichannel integration
Aspect Unified IP
8.0
Presence Inbound
—
CRM software integration
Aspect Unified IP
8.5
Presence Inbound
—
Workforce Optimization (WFO)
Aspect Unified IP
8.5
Presence Inbound
—
Inbound call routing
Aspect Unified IP
9.0
Presence Inbound
—
Omnichannel inbound routing
Aspect Unified IP
8.0
Presence Inbound
—
Recording
Aspect Unified IP
9.5
Presence Inbound
—
Quality management
Aspect Unified IP
9.0
Presence Inbound
—
Call analytics
Aspect Unified IP
8.5
Presence Inbound
—
Historical reporting
Aspect Unified IP
7.5
Presence Inbound
—
Live reporting
Aspect Unified IP
7.5
Presence Inbound
—
Customer surveys
Aspect Unified IP
8.5
Presence Inbound
—
Customer interaction analytics
Aspect Unified IP
9.0
Presence Inbound
—
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
- Real time reporting
- Historical Reports
- Supervisor interface
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
Cons
- 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
- Sound Alerts
- Detail of who hangs up the call
- Less expensive support
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
Likelihood to Renew
No score
No answers yet
No answers on this topic
Presence Inbound9.0
Based on 1 answer
Price. Easy to use. Support.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
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.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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.
Coordinador de Planificación Financiera
Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees
- 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.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
Pricing Details
Aspect Unified IP
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Additional Pricing Details
—Presence Inbound
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No