About Aspect Unified IP


Aspect Unified IP is a call center management solution designed for inbound and outbound call centers of all sizes. Key features include automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI), auto dialer and call center scripting. The solution is available in cloud-based and on-premise deployment options.

Aspect Unified IP features wait-time notification, which informs customers about their position in the queue. It also enables customers to schedule call back and abandoned call recuperation.

Aspect Unified IP enables users to apply a single set of business rules across multiple channels. Users can communicate with customers via phone, email or SMS. The contact management features include routing, agent skill selection and recording.

Other features include dialed number identification system (DNIS), calling party identification (ANI), skills-based routing, dynamic inbound routing, enterprise routing and queuing and priority routing and queuing.

The solution is priced on a per-agent, per-month basis.



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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 10

57 Reviews of Aspect Unified IP

Average User Ratings

Overall

4.32 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(22)

4 stars

(31)

3 stars

(4)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 57 reviews

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November 2018

Vaishali from C3iSolutions, an HCL Company

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

November 2018

Aspect Unified IP 7.2 and 7.3 customer review

Pros

Completeness of vision for Omni-channel Contact Center software solution.
Integrated solution including PBX, IVR, Voicemail, Outbound capabilities.
Ease of administration of key Contact Center functionality, with add-on customization capability.
Ease of IVR deployment, and some canned IVR functionality such as Advanced Queue Optimizer, Voicemail, etc.
In-built DR capabilities and ease of setup of DR sync processes.
Good Real-time reporting interface which is highly configurable.

Cons

Some limitations in Unified Director software, could use a more modern admin application with search capabilities on several screens.
Can use more pre-configured systems alerts in UD.
M3 designer would greatly benefit from having a Copy Document feature.
Canned Reporting with Dataviews could use a more modern interface with some speed gains.

Response from Aspect Software of Aspect

Replied November 2018

Vaishali, thank you for your detailed review. We appreciate your feedback and will forward it on internally. -The Aspect Team

September 2017

Michael from 1st Financial Bank USA

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

4.0

September 2017

Aspect UIP dialers are designed well and with time & due diligence are solid performers.

Pros

With version 7.3 SP3+, dependability and performance has been solid. The integration of tools allows for customized flexibility. You can do things within the applications in multiple ways to help support variations in business uses. User interfaces within ALM and UIP are fairly easy.

Cons

There are cases where integration of acquired technologies force use of M3 scripts to implement more complex call routing situations. You can tell that the various applications that make up the Unified-IP functionality is a combination of acquired technologies as its lacking some SSO or single sign-on capabilities which can make administration a little less responsive.

Response from Aspect Software of Aspect

Replied September 2017

Thank you for taking the time to review Aspect Unified IP. We appreciate your positive and constructive feedback and will forward it on to internal teams. We value having you as a customer and appreciate you sharing your experience with the product. Thanks again! -The Aspect Team

May 2017

Robert from Wells Fargo

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

2.0

Customer support

4.0

Functionality

2.0

May 2017

When the product is working it works well. When there are issues they persist until an update.

The ability to blend Inbound/Outbound calls.

Pros

It's easy to use and become familiar with. The support seems to be good for this product. Updates seem to come fairly frequently.

Cons

When there are issues, the issues seem to show up very frequently until a hotfix is put in place. The pacing options aren't easy to adjust for predictive and when discussing with Aspect folks there never seems to be a clear answer to the questions. When blending Inbound/Outbound it's difficult to put preference on Outbound to drive down service level when we would like to.

Response from Aspect Software of Aspect

Replied June 2017

Thank you for taking the time to review Aspect Unified IP. We appreciate your feedback and we have forwarded your comments on to our internal teams so that we can serve you better. Your account team should be reaching out soon. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

May 2017

Paul from Group O

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

May 2017

On premise UIP has been our staple for call delivery for many years with reliable performance.

Helps consistently manage our daily call delivery needs as well as other channels like email. Gives us all the reporting we need to manage changes as needed.

Pros

Call center IT staff is familiar with product and can make changes or apply updates easily and quickly. Integrates with our WFA platform, also from Aspect.

Cons

On premise version we own today is very outdated - frequent changes to software with short lifecycles. Upgrading over past 18 months to Hosted UIP but hearing that Aspect may already have better platform available.

Response from Aspect Software of Aspect

Replied June 2017

Thank you for taking the time to review Aspect Unified IP. The team here at Aspect is thrilled to hear such good feedback from Group O, and we┬┐re so happy that the product consistently helps you manage your call delivery needs! We value having you as a customer and look forward to a lasting partnership. -The Aspect Team

May 2017

Becky from Radio Systems, Corp

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

3.0

May 2017

overall very good. has improved our ability to service our customers

We experienced an increase in service levels and a customer satisfaction

Pros

The routing and skilling capabilities of the system are excellent. The RTR and RTA dashboards are good as well.

Cons

the customer chat experience is terrible. The email routing can be cumbersome and expensive requiring 3 email inboxes per service

Response from Aspect Software of Aspect

Replied June 2017

Thank you for taking the time to review Aspect Unified IP. We are so happy that you like the routing and skilling capabilities, and are sorry that you are not satisfied with the chat experience. We appreciate your feedback and we have forwarded your comments on to our internal teams. Your account manager should be in touch soon regarding how we can make your experience with our solutions better. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

September 2017

Shannon from Trupanion

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

September 2017

Long time user of Unified IP for our interaction routing

Pros

Reliable, stable, feature-rich contact center platform that provides multi-channel interaction routing. We've combined Unified IP with other Aspect contact center tools (workforce management, quality management and call recording) and are very satisfied with impact it has had on our business.

Cons

Have you use multiple interfaces to add and remove agents. Not a big deal, but it would be nice if I could do this from one user interface.

Response from Aspect Software of Aspect

Replied September 2017

Thank you for taking the time to review Aspect Unified IP and for the feedback you provided. We will make sure to share this information with our internal teams. We appreciate your insights and value having you as a customer. Thanks again! -The Aspect Team

May 2017

Chris from Arvest Bank Operations

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

3.0

Functionality

3.0

May 2017

Good, easy to configure, even for users

We utilize inbound acd and outbound. It allows us a rich UI, and allows users to administer some routing on their own.

Pros

The ease of use. We're able to offload day to day configuration and daily changes to the users, as opposed to my team being responsible for simple things like adding agents to services.

Cons

lack of granular permissions. I would rather a manager only be able to view their own services and users.

Response from Aspect Software of Aspect

Replied June 2017

Thank you for taking the time to review Aspect Unified IP. We are happy to hear that it's easy to use and easy to configure! We appreciate your feedback and we have forwarded all of your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

December 2017

Joseph from Santander Consumer USA Inc.

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

December 2017

Solid Product That Fully Meets Expectations

Robust reporting and consolidated call center data for all call events both inbound and outbound.

Pros

Consolidated data for all call channels. API allows in house application to write back up to 20 meta data fields allowing for robust call center reporting, and ability to tie all calls back to specific account, not just on predictive dialing.

Cons

Upgrade cycle is too aggressive for large companies that have heavy integration and limited IT resources.

Response from Aspect Software of Aspect

Replied December 2017

Thank you so much for taking the time to review Aspect Unified IP and for the 4 star rating! We appreciate your feedback and will forward it on to our product teams. Thanks again! -The Aspect Team

May 2017

Steve from Canon ITS

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

May 2017

Many features, long implementation

High availability for increased uptime. Contact center features to move us in to the future.

Pros

High availability works great and has been very solid; Aspect support has been very helpful with any issues.

Cons

Implementations and upgrades are very long and difficult. Release notes are not always as detailed as they could be especially if you have customizations and need to assess impact.

Response from Aspect Software of Aspect

Replied June 2017

Thank you for taking the time to review Aspect Unified IP. We appreciate your positive and constructive feedback, and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

May 2017

Wil from USAA

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0