Outbound dialing aspects of Aspect Unified IP that every call center must know.
June 22, 2022

Outbound dialing aspects of Aspect Unified IP that every call center must know.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Aspect Unified IP

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 characterístics, 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
  • 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.

Do you think Aspect Unified IP delivers good value for the price?

Yes

Are you happy with Aspect Unified IP's feature set?

Yes

Did Aspect Unified IP live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Aspect Unified IP go as expected?

I wasn't involved with the implementation phase

Would you buy Aspect Unified IP again?

Yes

Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.

Aspect Unified IP Feature Ratings

Agent dashboard
7
Validate callers
9
Outbound response
8
Call forwarding
6
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
9
Interactive voice response
5
REST APIs
8
Call scripts
4
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
8

Using Aspect Unified IP

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
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.