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Aspect Unified IP

Score3.7 out of 10

25 Reviews and Ratings

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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

Key Features

Learn about the best (and worst!) features Aspect Unified IP has to offer, as determined by TrustRadius' reviewers.
Based on 25 ratings of Aspect Unified IP's features
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Top Performing Features

  • Click-to-call (CTC)

    Allows one-click calling for agents.

    Category average: 8.6

  • 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

Reviews

What users are saying about Aspect Unified IP.
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Outbound dialing aspects of Aspect Unified IP that every call center must know.

Incentivized
Verified User
Manager in Customer Service (201-500 employees employees)

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

Incentivized
Jose Raul FariaView profile
Coordinador de Planificación Financiera in Finance and Accounting at Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A. (51-200 employees employees)

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"

Incentivized
Bhosale DeepakView profile
General Manager - IT in Information Technology at Asian Paints (5001-10,000 employees employees)

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

Incentivized
Joseph BurdaView profile
VP Strategic Operations at Santander Consumer USA Inc. (5001-10,000 employees employees)

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.