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Aspect Software headquartered in Massachusetts offers Aspect Unified UP, a call center solution for enterprise contact centers.https://dudodiprj2sv7.cloudfront.net/product-logos/z4/s6/HTQWKCH9CQ3Q.jpegAspect Unified IP - the right "Call"Aspect Unified IP is used for managing our interactions with our customers and business partners. 75% of the business we do comes on the telephony infrastructure of Aspect. Its is used by our 55,000 retailers to place their orders and resolve their queries. Our end customers use it extensively for inquiries, leads, consulting and complaints. We have not extended Aspect to our employees . Aspect was positioned to unify all the local EPBAXs we had and move on to a digital telephony system that allowed for personalization. Integration with our back end systems for context based interactions was another issue we solved with Aspect.,Aspect is a pretty stable and scalable solution Aspect allows you enough hooks to build applications around it It handles outbound dialing extremely well Their professional services are capable,It needs build-in seamlessness of Channel - Omni channel is still not available Aspect services are costly Need to add AIML in Aspect,8,Aspect Unified IP has been a great investment for us, and we have been their customers for 10 years now Aspect is important for us in delivering WOW experiences for our customers,Avaya,IBM Cognos, Microsoft Dynamics AX, SAP Hybris10 Year User - Honest FeedbackWe use UIP, AQM, and ALM to manage the telephony needs both inbound and outbound for all of our servicing and funding call center agents. By using the same telephony platform across all of our groups it allows us to have consolidated real-time reporting across the organiation, as well as extremely robust call center reporting.,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.,Their upgrade cycle is too agressive, especially for larger organizations that might not need to update their telephony platform so often. This is the main issue I have had with Aspect since we started using them over 10 years ago.,8,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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Aspect Unified IP
8 Ratings
Score 7.3 out of 101
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Aspect Unified IP Reviews

Aspect Unified IP
8 Ratings
Score 7.3 out of 101
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Bhosale Deepak profile photo
November 07, 2018

User Review: "Aspect Unified IP - the right "Call""

Score 8 out of 10
Vetted Review
Verified User
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Aspect Unified IP is used for managing our interactions with our customers and business partners. 75% of the business we do comes on the telephony infrastructure of Aspect. Its is used by our 55,000 retailers to place their orders and resolve their queries. Our end customers use it extensively for inquiries, leads, consulting and complaints. We have not extended Aspect to our employees .

Aspect was positioned to unify all the local EPBAXs we had and move on to a digital telephony system that allowed for personalization. Integration with our back end systems for context based interactions was another issue we solved with Aspect.
  • Aspect is a pretty stable and scalable solution
  • Aspect allows you enough hooks to build applications around it
  • It handles outbound dialing extremely well
  • Their professional services are capable
  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Aspect Unified IP is best suited if you have a good mix of inbound and outbound calls. I also like the fact that Aspect allows you to pick up critical information like voice packets outside the system.

Aspect may not be ideal if you are stitching an omnichannel experience that is out of the box.
Read Bhosale Deepak's full review
Joseph Burda profile photo
March 14, 2018

Aspect Unified IP Review: "10 Year User - Honest Feedback"

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use UIP, AQM, and ALM to manage the telephony needs both inbound and outbound for all of our servicing and funding call center agents. By using the same telephony platform across all of our groups it allows us to have consolidated real-time reporting across the organiation, as well as extremely robust call center reporting.
  • 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.
  • Their upgrade cycle is too agressive, especially for larger organizations that might not need to update their telephony platform so often. This is the main issue I have had with Aspect since we started using them over 10 years ago.
If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Read Joseph Burda's full review

Aspect Unified IP Scorecard Summary

Feature Scorecard Summary

Agent dashboard (1)
8
Validate callers (1)
8
Outbound response (1)
9
Call forwarding (1)
8
Click-to-call (CTC) (1)
9
Warm transfer (1)
8
Predictive dialing (1)
9
Interactive voice response (1)
8
REST APIs (1)
8
Call scripts (1)
8
Call tracking (1)
9
Multichannel integration (1)
6
CRM software integration (1)
7
Inbound call routing (1)
9
Omnichannel inbound routing (1)
7
Recording (1)
9
Quality management (1)
8
Call analytics (1)
8
Historical reporting (1)
8
Live reporting (1)
8
Customer surveys (1)
8
Customer interaction analytics (1)
8

About Aspect Unified IP

Aspect Software headquartered in Massachusetts offers Aspect Unified UP, a call center solution for enterprise contact centers.
Categories:  Contact Center

Aspect Unified IP Technical Details

Operating Systems: Unspecified
Mobile Application:No