Aspect Unified IP - the right "Call"
November 07, 2018

Aspect Unified IP - the right "Call"

Bhosale Deepak | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Aspect Unified IP

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 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.
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 Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
9
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
9
Multichannel integration
6
CRM software integration
7
Inbound call routing
9
Omnichannel inbound routing
7
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8