What users are saying about
25 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.9 out of 100
Based on 25 reviews and ratings
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 1 reviews and ratings
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
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
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.

Verified User
Manager in Customer Service
Banking Company, 201-500 employeesPresence 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
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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
Presence Inbound
- Real time reporting
- Historical Reports
- Supervisor interface
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
Cons
Aspect Unified IP
- 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
Presence Inbound
- Sound Alerts
- Detail of who hangs up the call
- Less expensive support
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
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.

Verified User
Manager in Customer Service
Banking Company, 201-500 employeesPresence Inbound
Presence Inbound 9.0
Based on 1 answer
Price. Easy to use. Support.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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.
General Manager - IT
Asian PaintsConsumer Goods, 5001-10,000 employees
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.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
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.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees