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.

Simplified business rules design
Simplified business rules design

Simplified business rules design

Performance and system operations visibility

Performance and system operations visibility

Performance insight

Performance insight

Agent active contact

Agent active contact

Agent desktop

Agent desktop

Unified resource manager

Unified resource manager

Supported Operating System(s):

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



50 Reviews of Aspect Unified IP

Overall rating

4.0 / 5 stars

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Showing 1 - 20 of 50 reviews

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Garza from Christus

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

michael from rbc

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Kelsey from Sykes

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

David from DTNA

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Gerald from sykes

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Emory from Selene Finance

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
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Verified Reviewer

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

lance from M&T BAnk

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Functionality

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

Review Source: Capterra

Fabrice from RBC

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Response: Aspect Software, Aspect

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

Jeffrey from Canon ITS

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

UIP Review

Pros

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

Cons

Sometimes clunky.. Although improvements are being made

Review Source: Capterra

manish from Automobile

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Jarret from Mercedes-Benz Financial Services

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Drucilla from GM Financial

Number of employees:  5,001-10,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Response: Aspect Software, Aspect

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

John from RBC

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Aspect Unified IP

A powerful product that gives our business partners the tools they need.

Pros

The power it gives our business partners.

Cons

The security headaches in setting it up.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Great Idea but Always Glitching

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.

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

Ease-of-use

Value for money

Customer support

Functionality

April 2018

The product has been very useful for our call center.

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

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

Ease-of-use

Value for money

Customer support

Functionality

April 2018

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

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

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

Ease-of-use

Value for money

Customer support

Functionality

April 2018

strong product, reliable

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

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

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Reliable with little to no downtime

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

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


Displaying 1 - 20 of 50 reviews