Aspect Zipwire delivers cloud call center services and its multi-channel inbound and outbound capabilities serve small to enterprise-level organizations. The software functionality includes tools to manage sales, marketing, and customer service.

The features available in the solution are used for hybrid contact centers that operate across various channels. It utilizes skills-based agent routing to ensure that customers are getting to the right agent with minimal holding. The outbound portion allows users to manage campaigns and create agent workflows to improve overall efficiency and service.

Aspect Zipwire integrates with the CRM system such that interactions with customers can be recorded and tracked in real time irrespective of the channel usage. Reps handling inbound calls benefit from alerts that link to customer information in the CRM. The reporting and analytics package monitors call quality for agents and issue-handling time. The web + mobile API integrates with mobile apps and websites so customers can initiate voice, text or video chat with contact center agents with a single click.

Aspect Zipwire offers a pay-as-you-go pricing model. The solution can work for businesses that handle seasonal bursts in call volume and disaster recovery.

Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8, Windows 10



16 Reviews of Aspect Zipwire

Overall rating

4.0 / 5 stars

Write a review

Showing 1 - 16 of 16 reviews

Start your review of Aspect Zipwire

Write a review

Utkarshkumar from Wipro

Specialty:  Engineering

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Ok

Pros

The app is pretty simple and does not confuse the users. Freely available and hence easily accessible.

Cons

There should be other features added to the Android app so as to make it more interactive and make things more detailed

Response: Shelley, Aspect

April 2018

Thank you for taking the time to review Aspect Zipwire. We appreciate your feedback and will forward it on to our internal teams for review. Shelley Hofman, Marketing Operations, Aspect Software

Jimmy from DTNA

Ease-of-use

Value for money

Customer support

Functionality

June 2017

Routing not as intuitive as proclaimed

Pros

UI is decent. Lots of cool functionality. Ease of use outside of routing tool. I'm new to telephony bte

Cons

Lack of screen pop modification options
Need better handling of sensitive teams. Require new tenant

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We appreciate the positive and constructive feedback and have forwarded on to our internal teams so that we can better serve you. Your account manager should be in touch shortly to discuss. Thank you again for your feedback. We really appreciate it! -The Aspect Team

Ken from Daimler Trucks

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Easy to learn. Like the format. Intuitive layout.

Its good to be able to see what screens agents are using during calls.

Pros

Easy to use. New agents can quickly get up to speed on how to take and make calls. Gives good feedback to supervisors and the data gets sent to WFM.

Cons

Separate product from other Aspect software. Does not send recordings to Quality Management System. Colors could use some help.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We appreciate your 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

Joseph from PTP Inc

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Excellent cloud product, good depth of features, easy to use. Very adaptable.

Fast time to value, excellent sales support, if positioned correctly it fits the applications of many cloud contact center solutions. Good integration support to leading CRM solutions.

Pros

Fast deployment, good coverage of features. Strong support model. Intuitive interface for users and implementers. For many, if not most environments, this is an excellent cloud contact center product.

Cons

It does have some integration and niche feature limitations for the most complex environments. The digital channels are there, but it's not as rich as some of the enterprise grade solutions.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We are thrilled that you are happy with the product and 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

Joseph from DTNA

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

Ease-of-use

Value for money

Customer support

Functionality

May 2017

So far so Good

Pros

Ease of us, able to see other administrators, able to assign emails and check on them. Supervisor role is user friendly

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We are thrilled that you are happy with the product and 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

Steve from DTNA

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

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Been a great experience. Has helped our agents a lot.

Our agents like it because of the ease of use and the fact they can have multiple interactions happening at once.

Pros

Ease of use. Not a lot of Support needed for agents. Agents can have multiple interactions happening at the same time.

Cons

Not very customizable. Would like to be able to configure the dashboard more. Agents would like to tailor the software more for their style.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We are thrilled to hear that you find the product easy to use, 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

Shiva from MBFS

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

Ease-of-use

Value for money

Customer support

Functionality

May 2017

very robust as a standalone product and user friendly

Moved from legacy softphone will less features....

Pros

Enhancing user experience with switching between chat/voice . screen pop functionality with a simple url to the CRM tool.

Cons

The reason codes are available at a global level and not available by team / service. API integration could be enhanced like exposing services.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We are thrilled to hear that you are enhancing the user experience on both chat and voice with the solution. We appreciate your 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

Brad from Daimler Trucks North America LLC

Ease-of-use

Value for money

Customer support

Functionality

May 2017

As an admin and setting up for users the interface is easy to navigate. But the admin is not as easy

Pros

I like the interface and the easy of use for agents. The Omni-channel experience is invaluable and a game changer for our agents and customers.

Cons

More email managing features for agents and teams. The search cases needs more elements to be searchable. It needs a live feature to pull cases that I have done and cases that my team has done.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We are thrilled to hear that it's a game changer for your agents. We appreciate your positive and constructive feedback, and we have forwarded your comments on to our internal teams. Based on your comments, did you mean to give a different rating on the Likelihood to Recommend (0 out of 10)? If so, let us know. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Robert from Mercedes-Benz Financial Services

Ease-of-use

Value for money

Customer support

Functionality

May 2017

very good tool, - given the right efforts has the potential to move to large enterprise

Pros

The level of thought put into the features and functionality in an encompassing application solution. Standalone , its features now and future look very good. The back end is very well organized thought out. The end user acceptance and end user adoption has been extremely positive which makes our project rollout much smoother.

Cons

Right now, the application integration with aspect flagship products needs some work - as it is a little fragmented and loosely integrated.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We are happy to hear that you like the features and functionality. We appreciate both the 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

Jimmy from Daimler Trucks North America

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

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Simple and ease of use

Empowering employees

Pros

Intuitive features in the administrative tool

Cons

Separate from WFO modules (WFM, RTA etc.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We appreciate your 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

James from Mutare Software

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Very simple to navigate the prompts

Pros

Intuitive interfaces and accurate data recognition helps to make the application more comprehensive while navigating the menus and prompts

Cons

Ability to administer can be difficult which can delay the opportunity for additional users to take advantage of the application

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We love to hear that it's simple to navigate! We appreciate your feedback and we 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

Allison from Mercedes-Benz Financial Services

Ease-of-use

Value for money

Customer support

Functionality

May 2017

My experience with Zipwire has been both good and bad. The overall features of the product are fine

Pros

I love the ease of use, the fact that everything is in one place on the agent desktop, and that it is easy to look at. I like the contact info panel, all of the icons for agent states, and I like the dashboard bar at the top of the page so agents and supervisors can see their teams' and departments' statistics all in one shot. I enjoy playing with the product so that I can get a better understanding of how it works. The ease of use is great! I think agents will really enjoy the seamlessness of the product; having everything in one place is very functionally desirable. I think the buttons are pretty easy to deduce, even without the function to scroll over them and get the hint as to what each button does. I like the calendar function, as well. I think the ability to set follow-up tasks for yourself at a moment's notice, and then to have the ability to set reminders is excellent! Also, the supervisor functions to silently monitor, coach, and barge-in are fantastic! I think this will be an excellent tool for management to oversee and to assist their teams. The stats window to see queue and team stats is very easy to read. I like the ability for supervisors to be able to change an agent's status to ready and to log them out, if necessary. The ability to find anyone in the directory is great, as well! It is helpful when you are trying to transfer a customer to another agent to be able to see whether or not he or she is in a state to take incoming calls. Very easy!

Cons

The fact that so much functionality is unavailable, and that every time, it seems like we need something, it is not available!

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We appreciate all of the positive feedback and the constructive feedback as well. Your comments have been forwarded on to our internal teams so that we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Brandon from Mercedes-Benz Financial Services

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Zipwire is a great product that is easy to use

A face lift to the typical call center soft phone. It's functionality is great, but not fully matured. With additional development and integrations with other products, Zipwire will be an amazing asset to any company.

Pros

I like the aesthetic user interface and the empowering tools provided to both agents and management.

Cons

The only complaint I have is the customizability is non-existent. The support model being a 3rd party product has caused numerous challenges. Also due to this fact, integration with other aspect products alone are lacking, let alone our company's applications.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We are happy to hear that you like the user interface and find it easy to use. We also appreciate your constructive feedback and have forwarded all your comments on to our internal teams so we can continue to improve. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Colleen from MBFS

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

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Just getting started, but needs more flexibility, less global settings.

Agent organization

Pros

The enhanced features. Still new to product, but love the coaching tools and being able to see agent availability.

Cons

Not being able to turn off Barge-in from other features. Not sure why you would put recordings and reports in an admin tool.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We appreciate your 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

Jeff from VIPdesk Connect

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2016

Zipwire Review

Overall our experience has been good. We moved from on-premise to Zipwire and haven't looked back. Managing the switch has gone from a full time commitment to something we hardly think about anymore.

Pros

The product has been very stable and reliable. Implementing changes are a breeze and it currently suits all our needs.

Cons

There are some usability issues on the backend. Lately it feels as though you are short staffed. It would nice to have an overhaul of the desktop UI to make it look more current. We have has some bugs with the chat and live stats API and are awaiting resolution.

Response: Aspect Software, Aspect

June 2017

Thank you for taking the time to review Aspect Zipwire. We are so happy you have moved from on-premise to cloud and haven't looked back! And we are thrilled that your management time has been reduced so dramatically. We also appreciate your constructive feedback and have forwarded your comments on to our internal teams so we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

John from Bluegrass

Specialty:  Manufacturing

Ease-of-use

Customer support

Functionality

November 2014

Zipwire Review

Pros

User-friendly and easy to pick up on if you are not familiar with the application.

Cons

Sometimes, the support side is not ideal, but that is rare.


Displaying 1 - 16 of 16 reviews