Aspect Unified IP Reviews

Pros

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.

Cons

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

Pros

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

Cons

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

Alternatives Considered

Reasons for Choosing Aspect Unified IP

Switched From

Reasons for Switching to Aspect Unified IP

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.

Pros

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

Cons

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

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.

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.

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.

Pros

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.

Cons

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

Pros

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

Cons

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.

Pros

The ease of use, multi-tasking capabilities. Being able to build my own strategy, running predictive lists, building blasters, setting my own automation.

Cons

Filters can me a bit touchy, uploading raw data may take several attempts based on schema criteria.

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.

Pros

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.

Cons

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.

Pros

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

Cons

the customer chat experience is terrible. The email routing can be cumbersome and expensive requiring 3 email inboxes per service

Pros

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.

Cons

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

Pros

I like the UCC program that was developed for the 7.2 update. This made they system much more user friendly.

Cons

I don't like that we cannot find a setting to lower our inbound service level while also running a predictive dialer. We also have had many issues since our upgrade.

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.

Pros

Versatile architecture and a stable platform. Reporting is very user friendly. Highly configurable system and able to seamlessly integrate with our internal system

Cons

License cost per agent is expensive and this could be looked into to make it simpler for expansion.. Not running on latest MS SQL and still on backdated 2012 version

Pros

There is not much positive to say about the software.

Cons

There are inconsistencies with reporting, IVR, and UI is not friendly.

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.

Pros

The product is easy to use. Very robust and configurable to our business needs. We can take someone with minimal background with aspect and have them running the basic parts of the system with out much training.

Cons

The biggest con we have is the systems in place to make LDAP login work with our system. We are looking forward with the up and coming software to migrate away from LDAP

Pros

What we like most about the software is that it allows us to manage and change strategies easily, we are yet to be in a position where we can not achieve a new strategy that our client has asked us to use.

Cons

Some of the configuration or setting changes are often hard to understand and this often leads to playing with the settings to try and determine impacts, which can sometimes pose a risk particularly in a compliance space

Pros

The software is fairly easy to use even over multiple sites, and has all the capabilities and functionality we need for servicing.

Cons

There is a lot to the product and it takes some time to 'figure it out'. Reporting within also seems to be a bit limiting at times.

Pros

the ease of integration into other aspect products, the user interfaces and M3 is second to no other product currently in the market for out of the box solutions.

Cons

the lack of integration API's, which make it difficult to have as single screen for all customer solutions

Pros

Software is easy to use, handles most if not all of the functionality requirements for our servicing platform.

Cons

Some of the Unified IP products can be slow to open when you are trying to access them in a hurry. It would be beneficial if they opened a little quicker. Specifically Unified Command and Control.

Pros

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

Cons

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