Aspect Unified IP

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.

Incentivized

• 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.

Incentivized

• The reports are very basic.
• There may be a broader reporting line, perhaps with more detailed records.

Incentivized

Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.

Incentivized

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.

Incentivized

• Aspect Unified IP has been a great investment for us, and we have been their customers for 10 years now
• Aspect is important for us in delivering WOW experiences for our customers

Incentivized