Aspect Unified IP Reviews

14 Ratings
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Score 5.8 out of 100

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Reviews (1-3 of 3)

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November 26, 2018
Jose Raul Faria | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
The company was going through a situation of disorderly and inaccurate communication, which is why I decided to take the advice of a friend and manage all calls with this application. It has been amazing to me how my internal and external clients have managed to organize many adequate things including its way of serving.
  • When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
  • The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
  • You can count on several telephone lines that will be centralized in the appearance system.
  • The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
The system is very complicated for the initial installations in the servers, which
requires highly qualified personnel for the start-up. It cost me the installation at the beginning but I knew it would be worth it because the use of an administrative control of calls is important and more when you have many service providers.
Read Jose Raul Faria's full review
November 07, 2018
Bhosale Deepak | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
March 14, 2018
Joseph Burda | TrustRadius Reviewer
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 (2)
Validate callers (2)
Outbound response (2)
Call forwarding (2)
Click-to-call (CTC) (2)
Warm transfer (2)
Predictive dialing (2)
Interactive voice response (2)
Call scripts (2)
Call tracking (2)
Multichannel integration (2)
CRM software integration (2)
Inbound call routing (2)
Omnichannel inbound routing (2)
Recording (2)
Quality management (2)
Call analytics (2)
Historical reporting (2)
Live reporting (2)
Customer surveys (2)
Customer interaction analytics (2)

What is Aspect Unified IP?

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.
Categories:  Contact Center

Aspect Unified IP Technical Details

Operating Systems: Unspecified
Mobile Application:No