Item: Aspect Unified IP
Rating: 8
Author: Bhosale Deepak

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

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

Alternatives Considered

Avaya

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.

Other Software Used

IBM Cognos, Microsoft Dynamics AX, SAP Hybris

Likelihood to Recommend

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.

Aspect Unified IP - the right "Call"

Overall Satisfaction with Aspect Unified IP