Aspect Unified IP

Pros

Great variety of features with a very big variety of reports to run a contact center and follow-up teams.

Cons

The interface could be better, it's a little old and unfriendly to view, even though, it's really solid and good software.

Pros

The product is easy to use and the customer support is outstanding. The product delivers above our expectations.

Cons

There is nothing that I least like about the software although they can improve on there training material.

Alternatives Considered

Reasons for Choosing Aspect Unified IP

Switched From

Reasons for Switching to Aspect Unified IP

Pros

We started using this software about 6 months ago at work, and I love the layout and features this software has to offer. I did have to reach out to customer service because I was trying to find an option and was having trouble understanding how to get to it, and they were extremely helpful and courteous.

Cons

Glitching often and takes a long time to load all features. Being in a call center we are always on our toes with incoming calls so we need software that is going to be quick without lagging or glitches, but I see this happening every day with this software.

Pros

powerful functionalities for Contact center operations to drive efficiency and effectiveness of contact center advisors.

Cons

I can't find anything to fault this software for, Aspect has mastered the contact center dynamics and it shows in their solutions.

Pros

Lead Management and Dial out Inbound to skill based routing

Cons

it is one of the best and matured product in BPO have ever seen

Pros

Consolidated data for all call channels. API allows in house application to write back up to 20 meta data fields allowing for robust call center reporting, and ability to tie all calls back to specific account, not just on predictive dialing.

Cons

Upgrade cycle is too aggressive for large companies that have heavy integration and limited IT resources.

Pros

My agents find it very easy to use, we are very rarely down, it functions well with our CIS system, and it is easy to use.

Cons

I really can't think of any for our use. I have given this some serious thought, and cant really think of any.

Pros

Ease of use and customization ability for various types of contact center needs.

Cons

Requires a good learning curve to be able to maximize potential.

Pros

solid product--up 99.9999 % of the time. Easy to use.

Cons

Need 2019 update. Customer support has fallen off lately.

Pros

Ease of use and ability to configure campaigns and strategies on demand to send SMS.

Cons

We had some hickups, but support has always been there for us regardless of what system originated the issue their side or our side.

Pros

Easy to implement and user interface friendly

Cons

The web interface should be improved more and historical reports should migrate to the web.

Pros

Aspect List Management capabilities are amazing and the industry needs these solutions.

Cons

UMS commercials are too high and are not compatible for a sub 100 seater deployment

Pros

Completeness of vision for Omni-channel Contact Center software solution.
Integrated solution including PBX, IVR, Voicemail, Outbound capabilities.
Ease of administration of key Contact Center functionality, with add-on customization capability.
Ease of IVR deployment, and some canned IVR functionality such as Advanced Queue Optimizer, Voicemail, etc.
In-built DR capabilities and ease of setup of DR sync processes.
Good Real-time reporting interface which is highly configurable.

Cons

Some limitations in Unified Director software, could use a more modern admin application with search capabilities on several screens.
Can use more pre-configured systems alerts in UD.
M3 designer would greatly benefit from having a Copy Document feature.
Canned Reporting with Dataviews could use a more modern interface with some speed gains.

Pros

With version 7.3 SP3+, dependability and performance has been solid. The integration of tools allows for customized flexibility. You can do things within the applications in multiple ways to help support variations in business uses. User interfaces within ALM and UIP are fairly easy.

Cons

There are cases where integration of acquired technologies force use of M3 scripts to implement more complex call routing situations. You can tell that the various applications that make up the Unified-IP functionality is a combination of acquired technologies as its lacking some SSO or single sign-on capabilities which can make administration a little less responsive.

Pros

Reliability. Tons of features. Has api's to use for various functions.

Cons

No cons. If I had to select something you need various training to use the system. But the training group in Brentwood are great.

Pros

The product is a truly unified one with amazing capabilities that are unmatchable

Cons

The product pricing off late is on the higher side and becomes difficult when compared to industry peers

Pros

It's easy to use and become familiar with. The support seems to be good for this product. Updates seem to come fairly frequently.

Cons

When there are issues, the issues seem to show up very frequently until a hotfix is put in place. The pacing options aren't easy to adjust for predictive and when discussing with Aspect folks there never seems to be a clear answer to the questions. When blending Inbound/Outbound it's difficult to put preference on Outbound to drive down service level when we would like to.

Pros

predictive dialing, managibility and great end user experiance

Cons

telephony gateway and the cost required for it

Pros

Call center IT staff is familiar with product and can make changes or apply updates easily and quickly. Integrates with our WFA platform, also from Aspect.

Cons

On premise version we own today is very outdated - frequent changes to software with short lifecycles. Upgrading over past 18 months to Hosted UIP but hearing that Aspect may already have better platform available.

Pros

The routing and skilling capabilities of the system are excellent. The RTR and RTA dashboards are good as well.

Cons

the customer chat experience is terrible. The email routing can be cumbersome and expensive requiring 3 email inboxes per service

Pros

Reliable, stable, feature-rich contact center platform that provides multi-channel interaction routing. We've combined Unified IP with other Aspect contact center tools (workforce management, quality management and call recording) and are very satisfied with impact it has had on our business.

Cons

Have you use multiple interfaces to add and remove agents. Not a big deal, but it would be nice if I could do this from one user interface.

Pros

The ease of use. We're able to offload day to day configuration and daily changes to the users, as opposed to my team being responsible for simple things like adding agents to services.

Cons

lack of granular permissions. I would rather a manager only be able to view their own services and users.

Pros

It does the job it was meant for without any difficulty
I Like it's use in the call centre environment, it's ability to block out incoming calls from customers

Cons

When it hungs and fails to end calls
When it fails to connect the sip phone

Pros

High availability works great and has been very solid; Aspect support has been very helpful with any issues.

Cons

Implementations and upgrades are very long and difficult. Release notes are not always as detailed as they could be especially if you have customizations and need to assess impact.

Pros

User friendly. screens are easy to read...product is very stable...customer support is very good....staff likes the flow

Cons

could have more ease of switching from screen to screen, pricing