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.



56 Reviews of Aspect Unified IP

Overall rating

4.30 / 5 stars

Filters:

Showing 1 - 20 of 56 reviews

November 2018

Babu from Bank of America

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Aspect UIP

The outbound calling helped a lot for business.

Pros

The user friendly is the main reason to like ASPECT UIP

Cons

All good, the way the tools are developed its nice..

November 2018

Timothy Clark from American Express Inc.

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

The best there is

The best and functional and makes my day to day task easy.

Pros

Allows bulk upload of exceptions and very user friendly...very easy to use and not too complicated

Cons

it shuts down from the current workstation if your logged in the a different workstation

November 2018

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

UIP ALM for Collections

Pros

Ease of use and ability to configure campaigns and strategies on demand to send SMS.

Cons

We had some hickups, but support has always been there for us regardless of what system originated the issue their side or our side.

November 2018

Pauline from Sykes

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Awesome Product

Pros

The usability in managing the application

Cons

Documentation is lacking in some areas. Descriptions of buttons/features/etc are good. However, the documentation is lacking in terms of using the features in a real world environment. Maybe some how-to videos would also be useful.

November 2018

Garza from Christus

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

2 of 5

November 2018

aspect unified IP

its good

Pros

the timing and the way is easy to control

Cons

no cons its easy to use and not to hard to learn

November 2018

Vaishali from C3iSolutions, an HCL Company

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

5 of 5

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

November 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

Review

We have been able to leverage capacity in certain lines of businesses to other areas, which has sustained productivity while reducing operating costs.

Pros

Ease of use and customization ability for various types of contact center needs.

Cons

Requires a good learning curve to be able to maximize potential.

November 2018

Vincent from RBC

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

November 2018

10+ year user

Pros

The software keeps up with the latest trends

Cons

Documentation sometimes lacks clear real life examples

November 2018

michael from rbc

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

standard

good

Pros

easy to use and understand - good learning material

Cons

no access to data - server connection like - not convenient to go through reports / autorun process

November 2018

Kelsey from Sykes

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

WFO

My experience has been very good due to all the great functions.

Pros

The system is very easy to navigate through the different pages.

Cons

The system is very slow and causes agents to wait to load each page.

November 2018

David from DTNA

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

2 of 5

Customer support

2 of 5

Functionality

3 of 5

November 2018

DTNA Review

Pros

There is not much positive to say about the software.

Cons

There are inconsistencies with reporting, IVR, and UI is not friendly.

Response from Aspect Software of Aspect

Replied December 2018

David, thank you for taking time to review Aspect Unified IP. We are sorry to hear that you are not satisfied with the solution. From what I understand, you are now using our newer cloud solution. You account manager will be in touch shortly (if he hasn't already) to follow up on your feedback. Thank you again and if there is anything else we can do to help, please let your account manager know. We strive to continually improve how we serve customers. Thanks, Shelley Hofman, Marketing Operations, Aspect Software

November 2018

Gerald from sykes

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Easy handle

very good

Pros

get complex data very quickly, you are able to extract a lot of info by different ways in the tool itself

Cons

sometimes, TAB's are quite difficult to analyze since they might look similar

November 2018

Emory from Selene Finance

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

Aspect Review

Overall, I am pleased.

Pros

I feel that the sound quality is generally excellent.

Cons

It freezes at times for no apparent reason.

November 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

Review

overall experience was nice

Pros

M3 design is a very nice tool to design a custom call flow

Cons

external routing feature not available on ASBR

November 2018

lance from M&T BAnk

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Functionality

5 of 5

November 2018

Great New product

Great user experience.. No Down time

Pros

The ease and use of the new software . Functionality

Cons

There were a few Hiccups in the beginning but great customer service was able to resolve minor issue

November 2018

Fabrice from RBC

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

Great Dialer

Pros

I like how much control is offered to dialer administrators without relying on development work. Along with Advanced List Management, UIP is one of the most complete dialer out there.

Cons

It can be difficult to get support on some less common issues and I have faced scenarios where when certain functions are used, they demand more than the platform can support.

Response from Aspect Software of Aspect

Replied November 2018

Fabrice, thank you for reviewing Aspect Unified IP and for your detailed feedback. Also, thanks for the 5-star rating! We will forward your input on to our product team to review. Thanks, The Aspect Team

November 2018

Jeffrey from Canon ITS

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

UIP Review

Pros

Improvement over past.. It was harder to use in earlier versions

Cons

Sometimes clunky.. Although improvements are being made

November 2018

manish from Automobile

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

UIPInbound and Outbound Review

It was fantastic, operation wise and manging dialer

Pros

Outbound Dialer, Integration with ALM, and Inbound M3 Scripting support

Cons

different application for different task
UCC Admin
Enterprise Monitor
Unified Director...

It should be one consolidate application

November 2018

Jarret from Mercedes-Benz Financial Services

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

November 2018

My Review

Pros

The features and ability to configure the application to meet very specific business requirements no matter how complex. Ease of use and templates for most things in order to make changes in bulk or help save time.

Cons

Settings seem to be scattered if you aren't familiar with UIP.

November 2018

Drucilla from GM Financial

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2018

Aspect UIP & ALM

I have a very neutral feeling, the products are good but the support is not the greatest.

Pros

The ease of use, flexiblity and ability to intergrate with other products

Cons

the customer support has gone down tremendously.

Response from Aspect Software of Aspect

Replied November 2018

Drucilla, thank you for your review on Aspect Unified IP. We are pleased to hear that you like ease of use and flexibility and appreciate your feedback on support. We will have you account manager reach out to you to understand where the support is lacking so that we can improve. Thanks, Aspect Software