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.
Outbound dialing aspects of Aspect Unified IP that every call center must know.
The direct and correct way to organize the company is through effective communication
Aspect Unified IP - the right "Call"
10 Year User - Honest Feedback
Pricing
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Tech Details
What is Aspect Unified IP?
Aspect Unified IP Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Comparisons
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Reviews and Ratings
(26)Community Insights
- Business Problems Solved
- Pros
- Cons
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:
- 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.
- 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.
- 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)- Outbound voice campaign management
- Very effective predictive dialing algorithm.
- Friendly agent user interface.
- Very expensive professional services
- Complex dialier configuration
- Improve high availability
- 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/AN/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/AN/A
- CRM software integration
- 80%8.0
- 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!).
- 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
The direct and correct way to organize the company is through effective communication
- 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.
- 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
- 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
- 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.
Aspect Unified IP - the right "Call"
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 may not be ideal if you are stitching an omnichannel experience that is out of the box.
- 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
- 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
- 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
10 Year User - Honest Feedback
- 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.
- 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.