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Aspect Unified IP

Aspect Unified IP

Overview

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.

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Recent Reviews

TrustRadius Insights

Users have reported a significant increase in speed and productivity when using the Advanced List Management product. This software has …
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Pricing

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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.

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  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Aspect Unified IP?

Aspect Unified IP Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(26)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Users have reported a significant increase in speed and productivity when using the Advanced List Management product. This software has allowed them to efficiently manage their daily call delivery needs and other communication channels like email. With its ability to blend inbound and outbound calls, users have been able to enhance customer contact and streamline their operations.

One of the key benefits of this product is its capacity to leverage certain lines of businesses, leading to sustained productivity while reducing operating costs. Users have praised the robust reporting and consolidated call center data provided by the software. This feature has been instrumental in helping businesses make informed decisions and optimize their customer interactions.

The software's ability to house both inbound and outbound calls concurrently has also been highly valuable for users. It has enabled them to handle interactions with customers and business partners, such as order placement, query resolution, inquiries, leads, consulting, and complaints effectively. Additionally, the software has helped unify EPBAXs and transition to a digital telephony system with personalization capabilities.

Another notable use case of this product is its effectiveness in managing outbound campaigns. Users have found it easy to consolidate dialing lists and run campaigns efficiently, resulting in improved service levels and customer satisfaction. Furthermore, users have reported high availability and increased uptime with the software, further enhancing their overall user experience.

Overall, this product has proven to be a versatile solution for businesses looking to enhance their communication capabilities, improve productivity, and manage customer interactions effectively.

Lead Management and Dial out Inbound to skill based routing capabilities: Several users have praised the Lead Management and Dial out Inbound to skill based routing capabilities of the product, stating that it offers unmatched features in these areas. These functionalities allow users to effectively manage leads and route inbound calls based on specific skills, resulting in improved efficiency and customer satisfaction.

Aspect List Management capabilities: Users have found the Aspect List Management capabilities to be amazing and believe that such solutions are much needed in the industry. With this feature, users can easily manage their contact lists, ensuring accurate targeting and efficient campaign execution.

Reliability and extensive range of features: Many reviewers appreciate the reliability of the product as well as its extensive range of features, making it a highly valuable tool for running a contact center efficiently. The system provides a stable platform with various tools and functionalities that cater to different contact center needs, allowing businesses to streamline their operations effectively.

Cons:

  1. High Pricing: Some users have expressed that the product's pricing is on the higher side compared to industry peers, which may make it less attractive for potential customers looking for more cost-effective options.
  2. Training and Usability: Several reviewers mentioned that the training material could be improved and that using the system requires various training sessions. While they appreciate the training group in Brentwood, there is still a need for better resources to enhance user experience and ease of use.
  3. Outdated Interface: Users have pointed out that the interface of the software is old and unfriendly to view, despite its solid functionality. This outdated design can make it less intuitive for users, potentially impacting their overall satisfaction with the product.

Attribute Ratings

Reviews

(1-4 of 4)
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Score 7 out of 10
Vetted Review
Verified User
Incentivized
Aspect Unified IP is the main dialing management system in the call center, it consolidates all dialing lists and manages the outbound campaigns to reach customers by phone. Due to service providers' landline-specific characterístics, Aspect Unified IP was the solution that best fits our dialing needs and management campaign capabilities.
  • Outbound voice campaign management
  • Very effective predictive dialing algorithm.
  • Friendly agent user interface.
  • Very expensive professional services
  • Complex dialier configuration
  • Improve high availability
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.
Contact Center Software (13)
60%
6.0
Agent dashboard
70%
7.0
Validate callers
90%
9.0
Outbound response
80%
8.0
Call forwarding
60%
6.0
Click-to-call (CTC)
N/A
N/A
Warm transfer
80%
8.0
Predictive dialing
90%
9.0
Interactive voice response
50%
5.0
REST APIs
80%
8.0
Call scripts
40%
4.0
Call tracking
60%
6.0
Multichannel integration
N/A
N/A
CRM software integration
80%
8.0
Workforce Optimization (WFO)
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Reduced 30% of dropped calls when dialing to customers (Fine Tunning over Dial Ports).
  • 11% improvement in transferring good calls to agents (excellent CPA).
  • 15% overall agent productivity improvement (good calls + better contact rate = outcomes!).
Aspect Unified IP has proven dialing and campaign management capabilities over many customers who had adopted its solutions over the world. Well-designed predictive dialing algorithm with a fine tunned solution to work properly with your telephony service provider make the whole solution the best of class in the market. The main negative aspect of Aspect Unified IP is the professional services to deploy and configure the solution which is the most expensive I've ever known.
80
Customer service agents that provide information status, requirements, additional information needed to move on internal process and analysis of customers requests and collections representatives that contact customers to handle their debts.
3
The IT team is in charge of Aspect Unified IP support on a daily basis, to promote script adjustments, new configurations, add, moves, and changes of features, skills, and user configurations. When maintenance or technical support, the IT team opens a case in the manufacturer to solve the problem with the platform or open a case with the service provider if the problem is related with calls.
  • Automated customer debt notifications
  • Automated process status notifications
  • Strategic Outbound campaings - High debts
  • Fine tuning of dialer ports to reach the best performance with our service providers.
  • Automated white list to avoid fines due to exhaustive regulations.
  • Integrate Omnichannel
  • Use other channels with AI to reach customers
  • Implement AI and ML to improve campaign management
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.
Jose Raul Faria | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Contact Center Software (13)
98.46153846153847%
9.8
Agent dashboard
90%
9.0
Validate callers
100%
10.0
Outbound response
90%
9.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
88.88888888888889%
8.9
Inbound call routing
90%
9.0
Omnichannel inbound routing
90%
9.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
90%
9.0
Historical reporting
70%
7.0
Live reporting
70%
7.0
Customer surveys
90%
9.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
The seal of this service was through the revisions according to my corporate needs and I really needed a system that would manage all kinds of calls and support that would give me an active service for a better business management. In fact, he gave me and discovered additional services that the company is using correctly in their daily activities.
Skype for Business (formerly Lync)
Bhosale Deepak | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Contact Center Software (13)
80.76923076923077%
8.1
Agent dashboard
80%
8.0
Validate callers
80%
8.0
Outbound response
90%
9.0
Call forwarding
80%
8.0
Click-to-call (CTC)
90%
9.0
Warm transfer
80%
8.0
Predictive dialing
90%
9.0
Interactive voice response
80%
8.0
REST APIs
80%
8.0
Call scripts
80%
8.0
Call tracking
90%
9.0
Multichannel integration
60%
6.0
CRM software integration
70%
7.0
Workforce Optimization (WFO) (9)
81.11111111111111%
8.1
Inbound call routing
90%
9.0
Omnichannel inbound routing
70%
7.0
Recording
90%
9.0
Quality management
80%
8.0
Call analytics
80%
8.0
Historical reporting
80%
8.0
Live reporting
80%
8.0
Customer surveys
80%
8.0
Customer interaction analytics
80%
8.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • 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
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.
Joseph Burda | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
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