Aspect Unified IP software


35 reviews(4.0/5)
35 reviews(4.0/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 10

35 Reviews of Aspect Unified IP

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  • Verified Reviewer

    June 2018

    Great Idea but Always Glitching

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

    We started using this software about 6 months ago at work, and I love the layout and features this software has to offer. I did have to reach out to customer service because I was trying to find an option and was having trouble understanding how to get to it, and they were extremely helpful and courteous.

    Cons

    Glitching often and takes a long time to load all features. Being in a call center we are always on our toes with incoming calls so we need software that is going to be quick without lagging or glitches, but I see this happening every day with this software.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Aspect Software, Aspect

    July 2018

    Thank you for taking the time to review Aspect Unified IP. We are glad to hear that you love the layout and features, and also appreciate your feedback on the glitches. The solution is usually reliable and the glitches may be due to many factors, some of which may be outside the software itself. Since your review is anonymous, we can't look into your specific situation. We'd love to follow up directly. I've provided my email address if you'd like us to connect you with a product expert. Thanks, Shelley Hofman, Marketing Operations, Aspect Software, shelley.hofman@aspect.com

  • robie from Caliber Home Loans

    April 2018

    The product has been very useful for our call center.

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

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

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

    strong product, reliable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

    April 2018

    Reliable with little to no downtime

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

    Currently using ACD to ALM and UIP

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

    April 2018

    Great system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

  • Verified Reviewer

    Number of employees: 51-200 employees

    February 2018

    Had an excellent experience..

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

    December 2017

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

    Solid Product That Fully Meets Expectations

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

    Long time user of Unified IP for our interaction routing

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

    September 2017

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    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

    May 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    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

    May 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    May 2017

    Excellent solution - meets our needs.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    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

    May 2017

    Our collections team has had a great experience using this software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    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

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