What users are saying about
9 Ratings
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Score 7.7 out of 101
1 Ratings
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Score 8 out of 101

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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.
Joseph Burda profile photo

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 profile photo

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.
Joseph Burda profile photo
  • Real time reporting
  • Historical Reports
  • Supervisor interface
Axel Alejandro Alcocer Medellin profile photo

Cons

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria profile photo
  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
Axel Alejandro Alcocer Medellin profile photo

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.
Axel Alejandro Alcocer Medellin profile photo

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.
Joseph Burda profile photo
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 profile photo

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.
Jose Raul Faria profile photo
  • 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 profile photo

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
Additional Pricing Details