What users are saying about
25 Ratings
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Score 7.9 out of 100
1 Rating
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Score 8 out of 100

Feature Set Ratings

    Contact Center Software

    7.4

    Aspect Unified IP

    74%

    Presence Inbound

    Feature Set Not Supported
    N/A
    Aspect Unified IP ranks higher in 13/13 features

    Agent dashboard

    7.0
    70%
    3 Ratings
    N/A
    0 Ratings

    Validate callers

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Outbound response

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Call forwarding

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Interactive voice response

    5.0
    50%
    3 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Call scripts

    4.0
    40%
    3 Ratings
    N/A
    0 Ratings

    Call tracking

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    2 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    Aspect Unified IP

    85%

    Presence Inbound

    Feature Set Not Supported
    N/A
    Aspect Unified IP ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.1
    81%
    2 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Quality management

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Call analytics

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Historical reporting

    7.4
    74%
    2 Ratings
    N/A
    0 Ratings

    Live reporting

    7.4
    74%
    2 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Presence Inbound is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

    Likelihood to Recommend

    7.0

    Aspect Unified IP

    70%
    4 Ratings
    8.0

    Presence Inbound

    80%
    1 Rating

    Likelihood to Renew

    7.0

    Aspect Unified IP

    70%
    1 Rating
    9.0

    Presence Inbound

    90%
    1 Rating

    Likelihood to Recommend

    Aspect Unified IP

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

    Pros

    Aspect Unified IP

    • 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.
    Joseph Burda | TrustRadius Reviewer

    Presence Inbound

    • Real time reporting
    • Historical Reports
    • Supervisor interface
    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

    Cons

    Aspect Unified IP

    • The reports are very basic.
    • There may be a broader reporting line, perhaps with more detailed records.
    Jose Raul Faria | TrustRadius Reviewer

    Presence Inbound

    • Sound Alerts
    • Detail of who hangs up the call
    • Less expensive support
    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

    Pricing Details

    Aspect Unified IP

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Presence Inbound

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Likelihood to Renew

    Aspect Unified IP

    Aspect Unified IP 7.0
    Based on 1 answer
    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.
    Anonymous | TrustRadius Reviewer

    Presence Inbound

    Presence Inbound 9.0
    Based on 1 answer
    Price. Easy to use. Support.
    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

    Alternatives Considered

    Aspect Unified IP

    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.
    Bhosale Deepak | TrustRadius Reviewer

    Presence Inbound

    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.
    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

    Return on Investment

    Aspect Unified IP

    • 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.
    Joseph Burda | TrustRadius Reviewer

    Presence Inbound

    • 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.
    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

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