Category Leaders ranking
#19 in Customer Service
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GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.
Aspect Unified IP also features in these categories:
Additional information for Aspect Unified IP
Key features of Aspect Unified IP
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- Automated multi-channel blending
- Automatic call distribution (ACD)
- CRM integrations
- Campaign management
- Chat transfer
- Compliance management
- Contextual enterprise routing
- Customizable business rules
- Dynamic call prioritization
- Email management
- Escalation strategies
- Inbound contact recording
- Inbound contact routing
- Instant messaging
- List & campaign optimization
- Multi-channel campaign automation
- Multi-channel communication
- Multi-site distribution
- Multiple dialing modes
- Outbound dialer
- Pacing parameters
- Real-time statistics
- Skills-based routing
- Universal queue system
- Voice, modem, pager & voicemail detection
- Web collaboration
Automated channel blending allows agents to handle contact from multiple channels from a single workstation, including inbound and outbound calls, emails, web chats, instant messages, and text messages, with inbound call volume determining when to switch between inbound and outbound calls.
Click-to-chat and click-to-IM functionality allows for real-time interaction between customers and agents, with customers given insight into service queues and estimated wait times.
Inbound calls can be routed based on calling party identification (ANI) or dialed number (DNIS), customer profiles, available agents, service levels, or any other user-defined rules.
With campaign and list optimization capabilities, users can create outbound strategies using customizable properties and criteria, defining which records to attempt and when, to provide agents with a prioritized list of records to attempt when they login.
Outbound dialing pace can be configured, with pacing options including manual, preview, automatic, precision, predictive, and blaster dialing, and a wide range of pacing parameters, such as goal service length, time, or percentage, calls in service, call-to-agent ratio, predictive abandon tolerance, predictive expected hit rate, and more.