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.

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.

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.

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.

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

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.

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.

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.

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.

I have worked on Aspect 6.7 -7.3... I love the tool has moved my business in a whole new direction.

Able to move my business to the next level of dialing

Pros

The ease of use, multi-tasking capabilities. Being able to build my own strategy, running predictive lists, building blasters, setting my own automation.

Cons

Filters can me a bit touchy, uploading raw data may take several attempts based on schema criteria.