Aspect Unified IP vs Presence Inbound

What users are saying about

Score 7.9 out of 10

Based on 25 reviews and ratings

Score 8 out of 10

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

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

Aspect Unified IP

70%

4 Ratings

8.0

Presence Inbound

80%

1 Rating

Aspect Unified IP

70%

1 Rating

9.0

Presence Inbound

90%

1 Rating

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.

Read full review

Joseph Burda

VP Strategic Operations

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

View all 4 answers on this topic

Real time reporting
Historical Reports
Supervisor interface

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Cons

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

Read full review

Jose Raul Faria

Coordinador de Planificación Financiera

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

View all 4 answers on this topic

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

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Likelihood to Renew

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.

Read full review

Verified User

Manager in Customer Service

Banking Company, 201-500 employees

View all 1 answers on this topic

Presence Inbound 9.0

Based on 1 answer

Price. Easy to use. Support.

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Alternatives Considered

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.

Read full review

Bhosale Deepak

General Manager - IT

Asian PaintsConsumer Goods, 5001-10,000 employees

View all 4 answers on this topic

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.

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Return on Investment

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.

Read full review

Joseph Burda

VP Strategic Operations

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

View all 4 answers on this topic

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.

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Aspect Unified IP

Presence Inbound

Aspect Unified IP

Presence Inbound

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Aspect Unified IP

Presence Inbound

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Aspect Unified IP

Presence Inbound

Aspect Unified IP

Presence Inbound

Likelihood to Recommend

Aspect Unified IP

Presence Inbound

Pros

Aspect Unified IP

Presence Inbound

Cons

Aspect Unified IP

Presence Inbound

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Likelihood to Renew

Aspect Unified IP

Presence Inbound

Alternatives Considered

Aspect Unified IP

Presence Inbound

Return on Investment

Aspect Unified IP

Presence Inbound

Add comparison