TrustRadius Insights
Users have reported a significant increase in speed and productivity when using the Advanced List Management product. This software has …
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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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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- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Aspect Unified IP?
Aspect Unified IP Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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(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!
- 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
(1-1 of 1)Companies can't remove reviews or game the system. Here's why
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 characterĂstics, 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
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6.0
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- 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