#1 most frequent
United States of America
66.7%22 installations of 33
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.
Categories & Use Cases
Top Performing Features
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.7
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.6
Areas for Improvement
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.8
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2
Who Buys & Uses Aspect Unified IP
#2 most frequent
Philippines
6.1%2 installations of 33
#3 most frequent
Bermuda
3.0%1 installation of 33
Outbound dialing aspects of Aspect Unified IP that every call center must know.
Use Cases and Deployment Scope
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.
Pros
- Outbound voice campaign management
- Very effective predictive dialing algorithm.
- Friendly agent user interface.
Cons
- Very expensive professional services
- Complex dialier configuration
- Improve high availability
Return on Investment
- 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!).
Alternatives Considered
Altitude uCI
Other Software Used
Webex App, Microsoft Teams, NetSuite ERP
The direct and correct way to organize the company is through effective communication
Pros
- When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
- The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
- You can count on several telephone lines that will be centralized in the appearance system.
- The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
Cons
- The reports are very basic.
- There may be a broader reporting line, perhaps with more detailed records.
Return on Investment
- My financial control has been much more controlled.
- I identify in my indicators everything that has changed before and after having the service.
- The results obtained can be appreciated just by checking my profits.
- The objectives set according to this application and the annual cost is being adequate.
Other Software Used
Skype for Business (formerly Lync)
Aspect Unified IP - the right "Call"
Pros
- 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
Cons
- 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
Other Software Used
IBM Cognos, Microsoft Dynamics AX, SAP Hybris
10 Year User - Honest Feedback
Pros
- 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.
Cons
- 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.
Return on Investment
- 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.