Aspect Unified IP

Score3.7 out of 10

25 Reviews and Ratings

Community insights

TrustRadius Insights for Aspect Unified IP are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Lead Management and Dial out Inbound to skill based routing capabilities: Several users have praised the Lead Management and Dial out Inbound to skill based routing capabilities of the product, stating that it offers unmatched features in these areas. These functionalities allow users to effectively manage leads and route inbound calls based on specific skills, resulting in improved efficiency and customer satisfaction.

Aspect List Management capabilities: Users have found the Aspect List Management capabilities to be amazing and believe that such solutions are much needed in the industry. With this feature, users can easily manage their contact lists, ensuring accurate targeting and efficient campaign execution.

Reliability and extensive range of features: Many reviewers appreciate the reliability of the product as well as its extensive range of features, making it a highly valuable tool for running a contact center efficiently. The system provides a stable platform with various tools and functionalities that cater to different contact center needs, allowing businesses to streamline their operations effectively.

Reviews

4 Reviews

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

Rating: 7 out of 10

Incentivized

June 22, 2022

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

Likelihood to Recommend

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.

Verified User

Manager in Customer Service (201-500 employees)

Vetted Review

1 year of experience

The direct and correct way to organize the company is through effective communication

Rating: 9 out of 10

Incentivized

November 26, 2018

Use Cases and Deployment Scope

The company was going through a situation of disorderly and inaccurate communication, which is why I decided to take the advice of a friend and manage all calls with this application. It has been amazing to me how my internal and external clients have managed to organize many adequate things including its way of serving.

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.

Likelihood to Recommend

The system is very complicated for the initial installations in the servers, which requires highly qualified personnel for the start-up. It cost me the installation at the beginning but I knew it would be worth it because the use of an administrative control of calls is important and more when you have many service providers.

Jose Raul Faria

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

Vetted Review

1 year of experience

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Aspect Unified IP - the right "Call"

Rating: 8 out of 10

Incentivized

November 7, 2018

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

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

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.

Bhosale Deepak

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

Vetted Review

10 years of experience

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10 Year User - Honest Feedback

Rating: 8 out of 10

Incentivized

March 14, 2018

Use Cases and Deployment Scope

We use UIP, AQM, and ALM to manage the telephony needs both inbound and outbound for all of our servicing and funding call center agents. By using the same telephony platform across all of our groups it allows us to have consolidated real-time reporting across the organiation, as well as extremely robust call center reporting.

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.

Likelihood to Recommend

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.

Joseph Burda

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

Vetted Review

10 years of experience

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10 Year User - Honest Feedback

Rating: 8 out of 10

Incentivized

March 14, 2018

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Joseph Burda

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

Vetted Review

10 years of experience

View profile