Aspect Unified IP Software


 

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 prised on a per agent per month basis.

 

Aspect Unified IP - Simplified business rules design
 
  • Aspect Unified IP - Simplified business rules design
    Simplified business rules design
  • Aspect Unified IP - Performance and system operations visibility
    Performance and system operations visibility
  • Aspect Unified IP - Performance insight
    Performance insight
  • Aspect Unified IP - Agent active contact
    Agent active contact
  • Aspect Unified IP - Agent desktop
    Agent desktop
  • Aspect Unified IP - Unified resource manager
    Unified resource manager
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 10

34 Reviews of Aspect Unified IP

Showing 1-20 of 34

 

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robie from Caliber Home Loans

April 2018

April 2018

The product has been very useful for our call center.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
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Pros

The ability to do multiple contacts at once is extremely helpful. the ability to more multiple agent status values for 'Not ready' and 'Park'

Cons

Inability to get real time status of call in queue based on skills. That would help us in our dynamic services.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Robie - thank you for taking the time to review Aspect Unified IP. We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

 

Thomas from Mercedes-Benz Financial Services

April 2018

April 2018

10 year UIP user, used primarily for outbound dialing. grest product.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Pros

great algorythms. functionsw well. CTI blended us to call center acd efficiently. Well designed to work with all of our other Aspect products.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Thomas - thank you for taking the time to review Aspect Unified IP. It's great to see a high rating from a long time customer like you! We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

 

Kevin from Black Box

April 2018

April 2018

strong product, reliable

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

it works, it doesn't fail
overall the product has been very reliable
should be scaled out for premised based installs

Cons

can be complicated to learn and program, cost of upgrades
built on older architecture

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Kevin - thank you for taking the time to review Aspect Unified IP. We appreciate your feedback and will forward it on to our internal teams so we can continue to improve how we serve partners and customers. -The Aspect Team

 

Jason from Hyundai Capital America
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

Reliable with little to no downtime

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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Value
Support
Pros

Compliance controls within Advanced List Management. Red Oxygen integration for sending SMS out of Unified IP system utilizing email/exchange integration. I also like the ease of use for managing builds in ALM.

Cons

Lack of documentation for simple contact center best use cases. Sometimes help desk tickets are opened to ask questions on how things work.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Jason - thank you for taking the time to review Aspect Unified IP. We appreciate your positive and constructive feedback, and will forward it on to our internal teams for review so we can continue to improve how we serve customers. -The Aspect Team

 

Husain from Interscope Technologies

April 2018

April 2018

Unified IP has come a long way from older versions to the curren 7

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

the ease of integration into other aspect products, the user interfaces and M3 is second to no other product currently in the market for out of the box solutions.

Cons

the lack of integration API's, which make it difficult to have as single screen for all customer solutions

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Husain - thank you for taking the time to review Aspect Unified IP. We appreciate the feedback and will forward it on to our internal teams so that we can continue to improve how we serve partners and customers. -The Aspect Team

 

Rex from M&T Bank

April 2018

April 2018

Currently using ACD to ALM and UIP

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Consistancy over the years.
Aspect UCC director and ALM applications have stayed consistant over the years that I have worked with them.

Cons

None, the applications that we use are transitioning from legacy ACD products with Aspect phones to UIP solutions using Cisco dumb phones.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Rex - thank you for taking the time to review Aspect Unified IP. We appreciate your feedback and will forward it to our internal teams for review. - The Aspect Team

 

Tim from City of Mesa

April 2018

April 2018

Very easy to use, uptime is outstanding, flows, well.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
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Pros

My agents find it very easy to use, we are very rarely down, it functions well with our CIS system, and it is easy to use.

Cons

I really can't think of any for our use. I have given this some serious thought, and cant really think of any.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Tim - thank you for your review of Aspect Unified IP. We love hearing the positive feedback and are so pleased that the system is working well for you. We will send this feedback to our internal teams for review. Thanks again! -The Aspect Team

 

Zack from Flagship Credit
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

Great system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
Quality
Value for Money
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Support

The ability to increase customer contact

Pros

The product is easy to use. Very robust and configurable to our business needs. We can take someone with minimal background with aspect and have them running the basic parts of the system with out much training.

Cons

The biggest con we have is the systems in place to make LDAP login work with our system. We are looking forward with the up and coming software to migrate away from LDAP

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Zack,
Thank you for taking the time to review Aspect Unified IP and the the high rating! We are pleased to hear that the product is robust and easy to use. We also appreciate your feedback on LDAP. Your input will be forwarded on to our internal teams for review so we can continually improve our solutions.
-The Aspect Team

 


February 2018

February 2018

Had an excellent experience..

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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Pros

It provides automated self-service interactions to fulfill our customer requests without involving a live agent saving time and cost

Cons

Only thing which is missing here is free trial. I hope they can provide it in near future. Then it would be easy to have it verified by business team.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: February 2018

February 2018

 

Thank you for taking the time to review Aspect Unified IP and for giving us such high marks! We are glad that you are having an excellent experience and saving time and costs! And thank you for your feedback on the free trial. Your input will be forwarded to our internal teams so we can continually improve how we serve customers. -The Aspect Team

 

Cade from Westgate Resorts
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2017

December 2017

We have used UIP for many years now for our inbound and outbound contact centers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

The software is fairly easy to use even over multiple sites, and has all the capabilities and functionality we need for servicing.

Cons

There is a lot to the product and it takes some time to 'figure it out'. Reporting within also seems to be a bit limiting at times.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: December 2017

December 2017

 

Thank you so much for taking the time to review Aspect Unified IP. We are so glad you are happy with the product and provided a 4 star rating. And thank you for your feedback on reporting. We will make sure to send this information to our product team. Thanks again! -The Aspect Team

 

Joseph from Santander Consumer USA Inc.

December 2017

December 2017

Solid Product That Fully Meets Expectations

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: December 2017

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

 

Michael from 1st Financial Bank USA

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: September 2017

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

 

Shannon from Trupanion

September 2017

September 2017

Long time user of Unified IP for our interaction routing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: September 2017

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

 

Vincent from GM Financial
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

The Unified IP system is very user friendly and easy to use at the end user level.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Software is easy to use, handles most if not all of the functionality requirements for our servicing platform.

Cons

Some of the Unified IP products can be slow to open when you are trying to access them in a hurry. It would be beneficial if they opened a little quicker. Specifically Unified Command and Control.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: September 2017

September 2017

 

Thank you so much for taking the time to review Aspect Unified IP and giving such high marks! We will pass all of this information on to our internal teams to review.
-The Aspect Team

 

Brandon from Mercedes-Benz Financial Services

June 2017

June 2017

Our company has used UIP for several years, specifically for outbound services.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The ability to administer outbound campaigns to a level of detail that is unmatched in the market.

Pros

The customization and granularity the UIP product provides has been amazing in scaling our outbound campaigns. It's not as easy to learn, but it's a powerful tool.

Cons

The reporting and organizational structure is different from all the other aspect products and make it more difficult to have consistency across the organization. Our UIP platform is technical and harder to navigate compared to Aspect's newer products.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: June 2017

June 2017

 

Thank you for taking the time to review Aspect Unified IP. We appreciate getting feedback for long-time customers like you! We are happy that the customization has worked so well for you. Also, we have forwarded your constructive feedback to our internal teams for consideration. Thank you for being an Aspect customer. We value our relationship with you and appreciate all of your feedback. -The Aspect Team

 

Paul from Group O
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: June 2017

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

 

Damian from Sykes Australia
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

Unified IP is a great product that really helps us achieve results for our clients

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Client confidence in our ability to make right party contacts and the ability to implement complex strategy

Pros

What we like most about the software is that it allows us to manage and change strategies easily, we are yet to be in a position where we can not achieve a new strategy that our client has asked us to use.

Cons

Some of the configuration or setting changes are often hard to understand and this often leads to playing with the settings to try and determine impacts, which can sometimes pose a risk particularly in a compliance space

Review Source: Capterra
 

Lachlan from Sykes Enterprises, INC.
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

Excellent solution - meets our needs.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Very flexible - allows us to achieve our client objectives.

Pros

Dashboard - very effective. Great solution that helps us meet the needs of our clients. Great technology, flexible and scalable. Feedback from our team who implemented the solution is very positive.

Cons

Lower cost would be nice. Aside from that we are very happy. As mentioned above - Dashboard - very effective. Great solution that helps us meet the needs of our clients. Great technology, flexible and scalable. Feedback from our team who implemented the solution is very positive.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: June 2017

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. That's great that you find the dashboards so effective! Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

 

Sathish kumar from DBS Bank
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

Our collections team has had a great experience using this software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Functionality
Product Quality
Quality
Value for Money
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Support
Pros

Versatile architecture and a stable platform. Reporting is very user friendly. Highly configurable system and able to seamlessly integrate with our internal system

Cons

License cost per agent is expensive and this could be looked into to make it simpler for expansion.. Not running on latest MS SQL and still on backdated 2012 version

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: June 2017

June 2017

 

Thank you for taking the time to review Aspect Unified IP. We are so happy that you have had a great experience with the software, and 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

 

Steve from Canon ITS
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

Many features, long implementation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: June 2017

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

 
 
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