Aspect Unified IP vs. Vonage Contact Center for Salesforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 5.8 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
Vonage Contact Center for Salesforce
Score 7.8 out of 10
N/A
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.N/A
Pricing
Aspect Unified IPVonage Contact Center for Salesforce
Editions & Modules
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Essentials
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Offerings
Pricing Offerings
Aspect Unified IPVonage Contact Center for Salesforce
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
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Community Pulse
Aspect Unified IPVonage Contact Center for Salesforce
Top Pros
Top Cons
Features
Aspect Unified IPVonage Contact Center for Salesforce
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
Vonage Contact Center for Salesforce
6.0
4 Ratings
33% below category average
Agent dashboard7.03 Ratings3.02 Ratings
Validate callers9.03 Ratings8.03 Ratings
Outbound response8.03 Ratings3.02 Ratings
Call forwarding6.03 Ratings3.13 Ratings
Click-to-call (CTC)9.62 Ratings7.04 Ratings
Warm transfer8.03 Ratings5.14 Ratings
Predictive dialing9.03 Ratings9.01 Ratings
Interactive voice response5.03 Ratings5.03 Ratings
REST APIs8.03 Ratings8.02 Ratings
Call scripts4.03 Ratings8.01 Ratings
Call tracking6.03 Ratings2.03 Ratings
Multichannel integration8.22 Ratings10.01 Ratings
CRM software integration8.03 Ratings7.04 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
Vonage Contact Center for Salesforce
6.5
4 Ratings
24% below category average
Inbound call routing9.02 Ratings7.03 Ratings
Omnichannel inbound routing8.12 Ratings10.02 Ratings
Recording9.62 Ratings4.14 Ratings
Quality management9.12 Ratings5.13 Ratings
Call analytics8.62 Ratings4.13 Ratings
Historical reporting7.42 Ratings4.14 Ratings
Live reporting7.42 Ratings4.14 Ratings
Customer surveys8.62 Ratings10.02 Ratings
Customer interaction analytics9.12 Ratings10.02 Ratings
Best Alternatives
Aspect Unified IPVonage Contact Center for Salesforce
Small Businesses
CloudTalk
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Score 9.5 out of 10
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Score 9.5 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
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Score 8.9 out of 10
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User Ratings
Aspect Unified IPVonage Contact Center for Salesforce
Likelihood to Recommend
7.0
(4 ratings)
2.1
(6 ratings)
Likelihood to Renew
7.0
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Aspect Unified IPVonage Contact Center for Salesforce
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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Vonage
If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
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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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Vonage
  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
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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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Vonage
  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
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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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Vonage
No answers on this topic
Support Rating
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Vonage
I have personally not used their support, but I hear from our admin that it is good.
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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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Vonage
Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce. Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
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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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Vonage
  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
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ScreenShots