Aspect Unified IP vs. RingCentral Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 5.2 out of 10
N/A
Aspect Software headquartered in Massachusetts offers Aspect Unified UP, a call center solution for enterprise contact centers. It supports an omnichannel customer experience across voice, email, chat, SMS, IM, and social channels.N/A
RingCentral Contact Center
Score 7.8 out of 10
N/A
RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms.N/A
Pricing
Aspect Unified IPRingCentral Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Aspect Unified IPRingCentral Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Aspect Unified IPRingCentral Contact Center
Top Pros
Top Cons
Features
Aspect Unified IPRingCentral Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Aspect Unified IP
7.4
3 Ratings
12% below category average
RingCentral Contact Center
7.7
19 Ratings
8% below category average
Agent dashboard7.03 Ratings7.615 Ratings
Validate callers9.03 Ratings7.210 Ratings
Outbound response8.03 Ratings8.316 Ratings
Call forwarding6.03 Ratings8.817 Ratings
Click-to-call (CTC)9.62 Ratings8.39 Ratings
Warm transfer8.03 Ratings8.010 Ratings
Predictive dialing9.03 Ratings6.95 Ratings
Interactive voice response5.03 Ratings8.59 Ratings
REST APIs8.03 Ratings8.07 Ratings
Call scripts4.03 Ratings6.710 Ratings
Call tracking6.03 Ratings8.810 Ratings
Multichannel integration8.22 Ratings6.610 Ratings
CRM software integration8.03 Ratings6.310 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Aspect Unified IP
8.5
2 Ratings
3% above category average
RingCentral Contact Center
6.8
18 Ratings
19% below category average
Inbound call routing9.02 Ratings8.316 Ratings
Omnichannel inbound routing8.12 Ratings7.710 Ratings
Recording9.62 Ratings8.316 Ratings
Quality management9.12 Ratings7.114 Ratings
Call analytics8.62 Ratings7.115 Ratings
Historical reporting7.42 Ratings6.015 Ratings
Live reporting7.42 Ratings7.113 Ratings
Customer surveys8.62 Ratings5.17 Ratings
Customer interaction analytics9.12 Ratings4.26 Ratings
Best Alternatives
Aspect Unified IPRingCentral Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Aspect Unified IPRingCentral Contact Center
Likelihood to Recommend
7.0
(4 ratings)
8.3
(19 ratings)
Likelihood to Renew
7.0
(1 ratings)
7.0
(4 ratings)
Usability
-
(0 ratings)
8.7
(3 ratings)
Support Rating
-
(0 ratings)
6.2
(3 ratings)
Implementation Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Aspect Unified IPRingCentral Contact Center
Likelihood to Recommend
Alvaria, Inc (Aspect Software + Noble Systems)
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.
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RingCentral
The ease of use and file retention/retrieval is key. The adjustment from an e-mail-focused workflow to the RingCentral Contact Center was easier with the organization. Recall and search features mimic Outlook and allow me to quickly find what I’m looking for. RingCentral Contact Center is not ideal for communication with external partners, so we still have to rely on Outlook e-mails for that.
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Pros
Alvaria, Inc (Aspect Software + Noble Systems)
  • 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.
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RingCentral
  • Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
  • Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
  • Ease of use: It works well whether in the office or WFH (which many employees do regularly.
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Cons
Alvaria, Inc (Aspect Software + Noble Systems)
  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
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RingCentral
  • I would like to be able to text from our main office line rather than only my office direct line, so I can keep my direct line private
  • I wish it was easier for all users to be able to toggle between calls ringing at their desk phone and cell phone
  • It would be nice if the process to add other team member's numbers to our desk phone screen was easier
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Likelihood to Renew
Alvaria, Inc (Aspect Software + Noble Systems)
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.
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RingCentral
We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service
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Usability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
RingCentral
RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
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Support Rating
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
RingCentral
We honestly did not need much support but whatever we wanted was resolved via email and that experience was nice but took a bit of time
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Implementation Rating
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
RingCentral
As I recall it was not a very cumbersome implementation and we were up and running as promised
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Alternatives Considered
Alvaria, Inc (Aspect Software + Noble Systems)
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.
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RingCentral
RingCentral Contact Center's application is much more intuitive than Nextiva's application. It's also easier to configure. It also has a lot of functionality that Nextiva does not. For example, RingCentral will transcribe Voice mail messages for us, whereas Nextiva does not. RingCentral also sends us notifications when a customer sends us a text message, whereas Nextiva does not.
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Return on Investment
Alvaria, Inc (Aspect Software + Noble Systems)
  • 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.
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RingCentral
  • With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened.
  • Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings.
  • RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person.
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