Aspect Unified IP Contact Center

(13)
4.2 out of 5 stars

Aspect Unified IP Contact Center brings all contact options together in one place, on one platform, so agents can keep talking, typing and conversing. Aspect Unified IP Contact Center simplifies and flexibly manages omni-channel interactions across voice, email, chat, SMS, IM and social. It offers multi-session contact handling and tight integration with industry leading CRM applications, helping you manage and deliver differentiated customer experiences that make your company easier to do business with.

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Aspect Unified IP Contact Center Features

Inbound CCI Features
Automatic Call Distribution (ACD)

Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.

97%
(Based on 9 reviews)
Call Summary Notes

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

90%
(Based on 6 reviews)
Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

94%
(Based on 8 reviews)
Call Routing

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

90%
(Based on 9 reviews)
Call Queuing

Callers can be routed to a queue or placed on hold until an agent becomes available.

93%
(Based on 9 reviews)
Outbound CCI Features
Regulatory Compliance

Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.

91%
(Based on 7 reviews)
Concurrent Calling

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

89%
(Based on 8 reviews)
Dialing Tools

Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.

87%
(Based on 8 reviews)
Click-to-Call

Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.

78%
(Based on 6 reviews)
Call Recording & Playback

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

91%
(Based on 7 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Not enough data available

Notifications

Delivers notifications to both sides of the conversation.

Not enough data available

Targeted Emails

Sends automated emails to further engage clients and potential clients.

Not enough data available

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

Not enough data available

Calling
Record Calls

Records calls for future reference.

Not enough data available

Generate Location

Generates an area code local to where the user is calling to increase likelihood of pick-up.

Not enough data available

Call Types

Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise.

Not enough data available

Click-to-Call

Gathers contacts from integrated tools, allowing users to call with one click.

Not enough data available

CCI Platform Features
Custom Toll-Free Numbers

Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.

85%
(Based on 5 reviews)
Contact Database Management

Capture and manage contact information, either through an internal database or a CRM system.

91%
(Based on 7 reviews)
Administrator Access

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

91%
(Based on 8 reviews)
Reporting & Dashboards

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

85%
(Based on 8 reviews)
Computer-Telephony Integration (CTI)

Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.

91%
(Based on 7 reviews)
Internal Use
Customization

Not enough data available

Conversation Archiving

Archives conversations in a separate location for later reference.

Not enough data available

Lead Development

Enables employees to denote potential customers.

Not enough data available

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

Not enough data available

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

Not enough data available

Customer Profiles

Allows for the creation of profiles for contacts and customers.

Not enough data available

Contacts
Personalization

Retains a log of extraneous contact information such as timezone and contact engagement.

Not enough data available

Information Locater

Finds and opens saved contact information for reference at the time of a new call.

Not enough data available

Record Prospect Data

Allows users to denote which contacts they believe are prospective customers.

Not enough data available

Insights
Notes

Allows users to take notes during or after the call for future reference.

Not enough data available

Daily Summary

Delivers users a daily summary of activity.

Not enough data available

Automated Voicemails

Sends automated voicemails to prospective clients who fail to answer.

Not enough data available

Automated Emails

Sends automated emails to increase engagement with prospective clients.

Not enough data available

Sorts Prospects

Organizes contacts based on probability of success.

Not enough data available