10 Year User - Honest Feedback
March 14, 2018
10 Year User - Honest Feedback
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
Score 8 out of 10
Overall Satisfaction with Aspect Unified IP
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.
- 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.
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.