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 Reviews

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Showing 13 Aspect Unified IP Contact Center reviews
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Aspect Unified IP Contact Center review by <span>Shannon S.</span>
Shannon S.
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Verified Current User
Review Source

"Long Time Aspect Unified IP Customer"

What do you like best?

It's an true enterprise class multi-channel contact center solution. We are using it as our IVR platform, for inbound voice and chat routing, automated outbound dialing, and we have an integration into Microsoft Dynamics CRM platform. It's been very stable and is a feature rich platform

What do you dislike?

Takes a fair amount of time to master administration, have to access multiple areas to set up users.

Recommendations to others considering the product

We moved to Aspect because they are a vendor that can provide software that meet all of our business requirements. They can provide interaction routing, IVR services, workforce management, quality management, after call surveys, performance management and call recording.

What business problems are you solving with the product? What benefits have you realized?

We reduced customer call wait times by using intelligent call routing within the Unified IP IVR. Have better insight into agent performance by analyzing Unified IP after call outcome codes (dispositions) along with average handle time and quality monitoring.

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Aspect Unified IP Contact Center review by Administrator
Administrator
Validated Reviewer
Review Source

"Great Product"

What do you like best?

We had an Aspect Enterprise ACD before switching over to Aspects UIP 7.3.

I like the ability to administer the system almost from one application and quickly review all parts of the system for troubleshooting.

What do you dislike?

Would like to see Unified Director be either become part of Unified Resource Management or a GFI of it's own. The current setup slows us down in moving numbers around as needed and also having to log into several different web sites to administer our PROD, DR and Lab environments telecommunication wise.

Recommendations to others considering the product

Stay on the implementation and be ready to spend a lot of time coordinating all area's specially if going with multiple products through Aspect.

What business problems are you solving with the product? What benefits have you realized?

We are using Aspect UIP, WFM, AQM, APM for the management of a 120 person 24/7 contact center along with supporting groups that are M-F only. We also have a CXP premise IVRU which most of our numbers are answered through and depending on the callers selection, get transferred to the contact center or supporting groups.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Aspect Unified IP Contact Center review by <span>Joseph B.</span>
Joseph B.
Validated Reviewer
Review Source

"Great Product That Consistenty Meets Our needsd"

What do you like best?

The data and the ability for our in house Account Management system to connect, set exclusions and write back meta data to each and every call giving us very robust reporting and auditing capabilities. You can never have too much call data in this day and age.

What do you dislike?

The upgrade cycles are too aggressive putting considerable strain on larger companies with a lot of integration. It can suck up limited IT resources rather quickly.

What business problems are you solving with the product? What benefits have you realized?

Inbound, predictive, manual outbound, and call recording. Integration of all call types allows for real-time phone and account exclusions, and the ability to identify all calls tied to a specific account to see the customer journey.

Aspect Unified IP Contact Center review by <span>Peter P.</span>
Peter P.
Validated Reviewer
Verified Current User
Review Source

"Aspect Unified IP"

What do you like best?

The ability to merge job functions i.e. Inbound and Outbound dialing.

What do you dislike?

new releases can sometimes be a bit a buggy and someone integration with our network can be hit and miss.

What business problems are you solving with the product? What benefits have you realized?

Team integration , with the ability of moving work and dynamically altering call flows with ease.

Aspect Unified IP Contact Center review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"A good application"

What do you like best?

application is easy to manage

can view any part of the dialing either from the UIP side as well as the ALM

What do you dislike?

the dependency in to many services

we have to many services that we have to look at when troubleshooting and not very intuit

Recommendations to others considering the product

I will recommend

What business problems are you solving with the product? What benefits have you realized?

outbound dialing it is not easy to track in the logs

we have to search in cc logs and cc2dcp logs

Aspect Unified IP Contact Center review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"UIP review"

What do you like best?

UIP SIP integration with different telephony systems.

What do you dislike?

Administrative interfaces, several tasks take multiple clicks and interface is not intuitive. Some controls have descriptions however not very meaningful. Also documentation is sometimes difficult to follow especially when looking for data dictionaries.

Recommendations to others considering the product

Integration with other systems, enables multichannel functionality.

What business problems are you solving with the product? What benefits have you realized?

Collections outbound and inbound calling. Improved performance due to automation of calls. Other benefits, reporting and integration with multi-channel tools.

Kate from G2 Crowd

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