About Aspect Unified IP

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, ag...


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Supported Operating System(s):

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

63 Reviews of Aspect Unified IP

Average User Ratings

Overall

4.30 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(26)

26

4 stars

(32)

32

3 stars

(4)

4

2 stars

(0)

0

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 63 results

September 2017

Shannon from Trupanion

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

September 2017

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.

Response from Aspect Software

Replied 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

November 2018

Vaishali from C3iSolutions, an HCL Company

Verified Reviewer

Company Size: 5,001-10,000 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

November 2018

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.

Response from Aspect Software

Replied November 2018

Vaishali, thank you for your detailed review. We appreciate your feedback and will forward it on internally. -The Aspect Team

June 2018

Anonymous

Verified Reviewer

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

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.

Response from Aspect Software

Replied 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

September 2017

Michael from 1st Financial Bank USA

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

4.0

September 2017

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.

Response from Aspect Software

Replied 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

May 2017

Robert from Wells Fargo

Verified Reviewer

Company Size: 10,000+ employees

Industry: Banking

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

2.0

Customer support

4.0

Functionality

2.0

May 2017

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.

Response from Aspect Software

Replied 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 so that we can serve you better. Your account team should be reaching out soon. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team