Aspect Unified IP Pricing, Features, Reviews & Comparison of Alternatives

Aspect Unified IP

Enable inbound and outbound omni-channel contact.

4.33/5 (60 reviews)

Aspect Unified IP overview

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

Pricing options
Value for money
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Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, China and 8 other markets, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Chinese (Simplified), German, Japanese, Portuguese, Spanish
Aspect Unified IP screenshot: Agents can be monitored in real-timeAspect Unified IP 7.3 Consent Based RoutingAspect Unified IP screenshot: Agents can deal with communications across multiple channels from one workstation

Aspect Unified IP reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.1
  4.2
  4.1
Vaishali Pandya

Aspect Unified IP 7.2 and 7.3 customer review

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

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.

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Michael Aguirre

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

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.

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Robert Septer

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

Used daily for 2+ years
Reviewed 2017-05-08
Review Source: Capterra

The ability to blend Inbound/Outbound calls.

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Paul Flemr

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

Used daily for 2+ years
Reviewed 2017-05-16
Review Source: Capterra

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.

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Becky Gargis

overall very good. has improved our ability to service our customers

Used daily for 2+ years
Reviewed 2017-05-08
Review Source: Capterra

We experienced an increase in service levels and a customer satisfaction

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Aspect Unified IP pricing

Pricing options
Subscription
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Contact Aspect directly for pricing information.

Aspect Unified IP features

CRM Integration
Chat
Email Integration
Instant Messaging
Multi-Channel Communication
Prioritizing

API (170 other apps)
Activity Dashboard (82 other apps)
Automatic Notifications (83 other apps)
Contact History (70 other apps)
Customizable Branding (76 other apps)
Knowledge Base (101 other apps)
Monitoring (84 other apps)
Real Time Monitoring (61 other apps)
Reporting & Statistics (95 other apps)
Social Media Integration (72 other apps)
Surveys & Feedback (71 other apps)
Third Party Integration (98 other apps)
Ticket Management (66 other apps)
Workflow Management (66 other apps)

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#19 in Customer Service

View full ranking
22
8
2
0
12

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

  • 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.