Aspect Zipwire Software

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

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.

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.

Pros

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

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.

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.

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.

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.

Empowering employees

Pros

Intuitive features in the administrative tool

Cons

Separate from WFO modules (WFM, RTA etc.

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

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!

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.

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.

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.

Advice to Others

Some admin level APIs (adding users, changing scenarios). Improved chat deployment and chat reporting. Analytics.