Aspect Unified IP

Pretty solid but a little complicated!

Kommentare: We moved from another Predicte dialer that not allows us to increase the number of available stations and teams. So, Aspect helps us to business growth.

Vorteile:

Great variety of features with a very big variety of reports to run a contact center and follow-up teams.

Nachteile:

The interface could be better, it's a little old and unfriendly to view, even though, it's really solid and good software.

Aspect Best in Class

Kommentare: We have seen a significant increase in our speed lead using the Advanced List Management product.

Vorteile:

The product is easy to use and the customer support is outstanding. The product delivers above our expectations.

Nachteile:

There is nothing that I least like about the software although they can improve on there training material.

Great Idea but Always Glitching

Vorteile:

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.

Nachteile:

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.

Aspect Unified IP Review

Vorteile:

powerful functionalities for Contact center operations to drive efficiency and effectiveness of contact center advisors.

Nachteile:

I can't find anything to fault this software for, Aspect has mastered the contact center dynamics and it shows in their solutions.

Best UIP

Vorteile:

Lead Management and Dial out Inbound to skill based routing

Nachteile:

it is one of the best and matured product in BPO have ever seen

Solid Product That Fully Meets Expectations

Kommentare: Robust reporting and consolidated call center data for all call events both inbound and outbound.

Vorteile:

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.

Nachteile:

Upgrade cycle is too aggressive for large companies that have heavy integration and limited IT resources.

Very easy to use, uptime is outstanding, flows, well.

Vorteile:

My agents find it very easy to use, we are very rarely down, it functions well with our CIS system, and it is easy to use.

Nachteile:

I really can't think of any for our use. I have given this some serious thought, and cant really think of any.

Review

Kommentare: We have been able to leverage capacity in certain lines of businesses to other areas, which has sustained productivity while reducing operating costs.

Vorteile:

Ease of use and customization ability for various types of contact center needs.

Nachteile:

Requires a good learning curve to be able to maximize potential.

Aspect in Review

Vorteile:

solid product--up 99.9999 % of the time. Easy to use.

Nachteile:

Need 2019 update. Customer support has fallen off lately.

UIP ALM for Collections

Vorteile:

Ease of use and ability to configure campaigns and strategies on demand to send SMS.

Nachteile:

We had some hickups, but support has always been there for us regardless of what system originated the issue their side or our side.

Ye Yi

Kommentare: It's the perfect contact center software, especially for the outbound contact center.

Vorteile:

Easy to implement and user interface friendly

Nachteile:

The web interface should be improved more and historical reports should migrate to the web.

Nothing matches the Dialer Capabilities

Kommentare: Good Software with in house built telephony for a better connect ratio and overall capabilities.

Vorteile:

Aspect List Management capabilities are amazing and the industry needs these solutions.

Nachteile:

UMS commercials are too high and are not compatible for a sub 100 seater deployment

Aspect Unified IP 7.2 and 7.3 customer review

Vorteile:

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.

Nachteile:

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.

Vorteile:

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.

Nachteile:

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.

Unified IP Solution

Kommentare: Great experience. Is up 100%

Vorteile:

Reliability. Tons of features. Has api's to use for various functions.

Nachteile:

No cons. If I had to select something you need various training to use the system. But the training group in Brentwood are great.

My 23 years of experience with this product

Vorteile:

The product is a truly unified one with amazing capabilities that are unmatchable

Nachteile:

The product pricing off late is on the higher side and becomes difficult when compared to industry peers

When the product is working it works well. When there are issues they persist until an update.

Kommentare: The ability to blend Inbound/Outbound calls.

Vorteile:

It's easy to use and become familiar with. The support seems to be good for this product. Updates seem to come fairly frequently.

Nachteile:

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.

Unified IP Solution

Kommentare: great

Vorteile:

predictive dialing, managibility and great end user experiance

Nachteile:

telephony gateway and the cost required for it

On premise UIP has been our staple for call delivery for many years with reliable performance.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Kommentare: We experienced an increase in service levels and a customer satisfaction

Vorteile:

The routing and skilling capabilities of the system are excellent. The RTR and RTA dashboards are good as well.

Nachteile:

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

Vorteile:

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.

Nachteile:

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

Kommentare: We utilize inbound acd and outbound. It allows us a rich UI, and allows users to administer some routing on their own.

Vorteile:

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.

Nachteile:

lack of granular permissions. I would rather a manager only be able to view their own services and users.

Suits the purpose

Kommentare: UIP is perfect for business setups. We use it to receive calls into the call.centre and all it's fearures suffice. The calling number is viewed as well as the time spent on each call. Which help in tracking the answer speeds and manage service levels.

Vorteile:

It does the job it was meant for without any difficulty I Like it's use in the call centre environment, it's ability to block out incoming calls from customers

Nachteile:

When it hungs and fails to end calls When it fails to connect the sip phone

Many features, long implementation

Kommentare: High availability for increased uptime. Contact center features to move us in to the future.

Vorteile:

High availability works great and has been very solid; Aspect support has been very helpful with any issues.

Nachteile:

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.

Very user friendly

Vorteile:

User friendly. screens are easy to read...product is very stable...customer support is very good....staff likes the flow

Nachteile:

could have more ease of switching from screen to screen, pricing