Aspect Unified IP Pricing, Features, Reviews & Alternatives

Aspect Unified IP

Enable inbound and outbound omni-channel contact.

4.31/5 (64 reviews)

Aspect Unified IP overview

What is Aspect Unified IP?

Aspect Unified IP is a unified, omni-channel customer service platform for contact centers, which includes automatic call distribution, an outbound dialer, campaign optimization tools, and more. The system integrates contact from email, web chat, voice calls, instant messaging (IM), and SMS, with multi-channel blending allowing agents to work on multiple interaction types from one workstation.

Aspect Unified IP’s automatic call distribution (ACD) system allows users to apply a single set of business rules across every channel, to dynamically prioritize incoming communications in a single queue, and route them to agents based on system conditions and real-time queue statistics. Skills-based routing and contextual enterprise routing are supported, and specific agent recall can be used to route follow-up contact from a customer to the agent who handled the initial interaction. Multi-channel blending allows agents to handle other duties when incoming traffic is low, including switching between dealing with inbound and outbound calls without needing to log into different campaigns or ACD services.

For outbound calling, Aspect Unified IP includes an outbound dialer which supports multiple dialing modes, including manual, preview, automatic, precision, predictive, and blaster dialing. A range of pacing parameters can be used to control dialing speed, such as goal service length, time, or percentage, call-to-agent ratio, predictive transient calls, expected hit rate, abandon tolerance, and many more. Campaign and list optimization tools are included to assist users in creating successful contact strategies, using customizable criteria and business rules to prioritize records and determine which records agents should attempt, in what order. Aspect Unified IP also provides users with actionable business intelligence through historical and real-time reporting.
www.aspect.com

Pricing

Starting from
$90
Value for money
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Devices

Business size

S
M
L

Markets

United States, Australia, Brazil, China, Germany and 4 other markets, India, Japan, Mexico, United Kingdom

Supported languages

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Aspect Unified IP screenshotAspect Unified IP 7.3 Consent Based Routing
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Aspect Unified IP user reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.1
  4.2
  4.1
Tim M.

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

Used daily for 2+ years
Reviewed 2018-04-25
Review Source: Capterra

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.

Response from Aspect Software


Tim - thank you for your review of Aspect Unified IP. We love hearing the positive feedback and are so pleased that the system is working well for you. We will send this feedback to our internal teams for review. Thanks again! -The Aspect Team

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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David M.

Aspect Best in Class

Used daily for 1-2 years
Reviewed 2021-04-27
Review Source: Capterra

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

Great Idea but Always Glitching

Used daily for 6-12 months
Reviewed 2018-06-22
Review Source: Capterra

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


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

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Vaishali P.

Aspect Unified IP 7.2 and 7.3 customer review

Used daily for 2+ years
Reviewed 2018-11-16
Review Source: Capterra

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


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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Michael A.

Aspect UIP dialers are designed well and with time & due diligence are solid performers.

Used daily for 2+ years
Reviewed 2017-09-25
Review Source: Capterra

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


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

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Aspect Unified IP pricing

Starting from
$90
View Pricing Plans

Contact Aspect directly for pricing information.

Aspect Unified IP features

Alerts / Escalation
Call Center Management
Chat/Messaging
Email Management
Live Chat
Multi-Channel Communication
Reporting/Analytics

API (257 other apps)
Activity Dashboard (157 other apps)
Alerts/Notifications (157 other apps)
Customizable Branding (207 other apps)
Knowledge Base Management (176 other apps)
Mobile Access (136 other apps)
Queue Management (135 other apps)
Real-Time Chat (138 other apps)
Reporting & Statistics (178 other apps)
Self Service Portal (154 other apps)
Support Ticket Management (138 other apps)
Surveys & Feedback (158 other apps)
Third Party Integrations (211 other apps)

Videos and tutorials

Additional information for Aspect Unified IP

Key features of Aspect Unified IP

  • 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
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Benefits

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.