Aspect Unified IP vs TelebuHub

• 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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• Ability to design IVR flow using very user-friendly IVR Studio
• The remote work capability and extremely low infrastructure cost afforded by cloud deployment
• User-friendly design, which makes the software very easy to navigate
• Affordability and flexibility offered by the company in terms of integration

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

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• Could use a mobile app, since the website performance is poor on mobile
• More social media listening should be added

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• 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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• Improved CSAT scores
• Agents are happy to use the software without any roadblocks remotely
• Successful outreach of voice broadcast marketing campaigns
• Much more organized customer query ticketing
• Virtual assistant helps a lot in ticketing late-night customer calls

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