Aspect Zipwire Software


 

Aspect Zipwire delivers cloud call center features in a scalable environment. Its multi-channel inbound and outbound capabilities are a fit for small to enterprise-level organizations, and everything is stored online. Aspect Zipwire’s functionality also includes tools to manage sales, marketing and customer service.

Aspect Zipwire utilizes skills-based agent routing to ensure that customers are getting to the right agent with minimal holding. The outbound portion allows users to manage campaigns and create agent workflows.

Aspect Zipwire integrates with customer relationship management (CRM) systems, so interactions with customers can be recorded and tracked in real time. Reps handling inbound calls receive alerts that link to customer information in users' CRM systems. The reporting and analytics package monitors call quality for agents and issue-handling time. The web and mobile API integrates with mobile apps and websites so customers can initiate voice, text or video chat with contact center agents with a single click.

Because they offer a pay-as-you-go pricing model, Aspect Zipwire can work for businesses that handle seasonal bursts in call volume and disaster recovery. They can accommodate the needs of a startup or multi-department organizations with thousands of seats.

 

Aspect Zipwire - Agent dashboard
 
  • Aspect Zipwire - Agent dashboard
    Agent dashboard
  • Aspect Zipwire - Agent calendar
    Agent calendar
  • Aspect Zipwire - CRM integration
    CRM integration
  • Aspect Zipwire - Reporting and analytics
    Reporting and analytics
  • Aspect Zipwire - Customer interaction
    Customer interaction
  • Aspect Zipwire - Mobile access
    Mobile access
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

14 Reviews of Aspect Zipwire

 

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Software Advice Reviews (1)
More Reviews (13)

Showing 1-1 of 1

John from Bluegrass
Specialty: Manufacturing

November 2014

November 2014

Zipwire Review

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

User-friendly and easy to pick up on if you are not familiar with the application.

Likes Least

Sometimes, the support side is not ideal, but that is rare.

Recommendations

Make sure that you evaluate the software and that the software fits the users.

 
 
 
Showing 1-13 of 13

Ken from Daimler Trucks
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

Easy to learn. Like the format. Intuitive layout.

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Its good to be able to see what screens agents are using during calls.

Pros

Easy to use. New agents can quickly get up to speed on how to take and make calls. Gives good feedback to supervisors and the data gets sent to WFM.

Cons

Separate product from other Aspect software. Does not send recordings to Quality Management System. Colors could use some help.

Source: Capterra
 

Joseph from PTP Inc
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Excellent cloud product, good depth of features, easy to use. Very adaptable.

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Fast time to value, excellent sales support, if positioned correctly it fits the applications of many cloud contact center solutions. Good integration support to leading CRM solutions.

Pros

Fast deployment, good coverage of features. Strong support model. Intuitive interface for users and implementers. For many, if not most environments, this is an excellent cloud contact center product.

Cons

It does have some integration and niche feature limitations for the most complex environments. The digital channels are there, but it's not as rich as some of the enterprise grade solutions.

Source: Capterra
 

Joseph from DTNA
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

So far so Good

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Functionality

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Source: Capterra
 

Steve from DTNA
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

Been a great experience. Has helped our agents a lot.

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Our agents like it because of the ease of use and the fact they can have multiple interactions happening at once.

Pros

Ease of use. Not a lot of Support needed for agents. Agents can have multiple interactions happening at the same time.

Cons

Not very customizable. Would like to be able to configure the dashboard more. Agents would like to tailor the software more for their style.

Source: Capterra
 

Shiva from MBFS
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

May 2017

May 2017

very robust as a standalone product and user friendly

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Moved from legacy softphone will less features....

Pros

Enhancing user experience with switching between chat/voice . screen pop functionality with a simple url to the CRM tool.

Cons

The reason codes are available at a global level and not available by team / service. API integration could be enhanced like exposing services.

Source: Capterra
 

Brad from Daimler Trucks North America LLC

May 2017

May 2017

As an admin and setting up for users the interface is easy to navigate. But the admin is not as easy

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Pros

I like the interface and the easy of use for agents. The Omni-channel experience is invaluable and a game changer for our agents and customers.

Cons

More email managing features for agents and teams. The search cases needs more elements to be searchable. It needs a live feature to pull cases that I have done and cases that my team has done.

Source: Capterra
 

Robert from Mercedes-Benz Financial Services

May 2017

May 2017

very good tool, - given the right efforts has the potential to move to large enterprise

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Pros

The level of thought put into the features and functionality in an encompassing application solution. Standalone , its features now and future look very good. The back end is very well organized thought out. The end user acceptance and end user adoption has been extremely positive which makes our project rollout much smoother.

Cons

Right now, the application integration with aspect flagship products needs some work - as it is a little fragmented and loosely integrated.

Source: Capterra
 

Jimmy from Daimler Trucks North America
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

Simple and ease of use

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Empowering employees

Pros

Intuitive features in the administrative tool

Cons

Separate from WFO modules (WFM, RTA etc.

Source: Capterra
 

James from Mutare Software
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Very simple to navigate the prompts

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Functionality

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Pros

Intuitive interfaces and accurate data recognition helps to make the application more comprehensive while navigating the menus and prompts

Cons

Ability to administer can be difficult which can delay the opportunity for additional users to take advantage of the application

Source: Capterra
 

Allison from Mercedes-Benz Financial Services

May 2017

May 2017

My experience with Zipwire has been both good and bad. The overall features of the product are fine

Ease-of-use

Functionality

Product Quality

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Pros

I love the ease of use, the fact that everything is in one place on the agent desktop, and that it is easy to look at. I like the contact info panel, all of the icons for agent states, and I like the dashboard bar at the top of the page so agents and supervisors can see their teams' and departments' statistics all in one shot. I enjoy playing with the product so that I can get a better understanding of how it works. The ease of use is great! I think agents will really enjoy the seamlessness of the product; having everything in one place is very functionally desirable. I think the buttons are pretty easy to deduce, even without the function to scroll over them and get the hint as to what each button does. I like the calendar function, as well. I think the ability to set follow-up tasks for yourself at a moment's notice, and then to have the ability to set reminders is excellent! Also, the supervisor functions to silently monitor, coach, and barge-in are fantastic! I think this will be an excellent tool for management to oversee and to assist their teams. The stats window to see queue and team stats is very easy to read. I like the ability for supervisors to be able to change an agent's status to ready and to log them out, if necessary. The ability to find anyone in the directory is great, as well! It is helpful when you are trying to transfer a customer to another agent to be able to see whether or not he or she is in a state to take incoming calls. Very easy!

Cons

The fact that so much functionality is unavailable, and that every time, it seems like we need something, it is not available!

Source: Capterra
 

Brandon from Mercedes-Benz Financial Services
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

Zipwire is a great product that is easy to use

Ease-of-use

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Support

A face lift to the typical call center soft phone. It's functionality is great, but not fully matured. With additional development and integrations with other products, Zipwire will be an amazing asset to any company.

Pros

I like the aesthetic user interface and the empowering tools provided to both agents and management.

Cons

The only complaint I have is the customizability is non-existent. The support model being a 3rd party product has caused numerous challenges. Also due to this fact, integration with other aspect products alone are lacking, let alone our company's applications.

Source: Capterra
 

Colleen from MBFS
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

Just getting started, but needs more flexibility, less global settings.

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Functionality

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Agent organization

Pros

The enhanced features. Still new to product, but love the coaching tools and being able to see agent availability.

Cons

Not being able to turn off Barge-in from other features. Not sure why you would put recordings and reports in an admin tool.

Source: Capterra
 

Jeff from VIPdesk Connect
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2016

September 2016

Zipwire Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Functionality
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Quality
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Support

Overall our experience has been good. We moved from on-premise to Zipwire and haven't looked back. Managing the switch has gone from a full time commitment to something we hardly think about anymore.

Pros

The product has been very stable and reliable. Implementing changes are a breeze and it currently suits all our needs.

Cons

There are some usability issues on the backend. Lately it feels as though you are short staffed. It would nice to have an overhaul of the desktop UI to make it look more current. We have has some bugs with the chat and live stats API and are awaiting resolution.

Advice to Others

Some admin level APIs (adding users, changing scenarios). Improved chat deployment and chat reporting. Analytics.

Source: Capterra