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.