Aspect Unified IP Features

Aspect Unified IP

Unified customer communication platform for contact centers

4.23/5 (35 reviews)

Aspect Unified IP Feature Summary

  • Automatic call distribution (ACD)
  • Inbound contact routing
  • Skills-based routing
  • Contextual enterprise routing
  • Inbound contact recording
  • Customizable business rules
  • Real-time statistics
  • Dynamic call prioritization
  • Universal queue system
  • Multi-site distribution
  • Multi-channel communication
  • Outbound dialer
  • CRM integrations
  • Multi-channel campaign automation
  • Compliance management
  • Voice, modem, pager & voicemail detection
  • Campaign management
  • Automated multi-channel blending
  • Multiple dialing modes
  • Pacing parameters
  • Escalation strategies
  • List & campaign optimization
  • Instant messaging
  • Web collaboration
  • Chat transfer
  • Email management

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (137 other apps)
Activity Dashboard (59 other apps)
Automatic Notifications (64 other apps)
CRM Integration (54 other apps)
Chat (137 other apps)
Contact History (55 other apps)
Customizable Branding (58 other apps)
Email Integration (62 other apps)
Instant Messaging (72 other apps)
Knowledge Base (86 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (59 other apps)
Prioritizing (53 other apps)
Real Time Monitoring (48 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (58 other apps)
Surveys & Feedback (60 other apps)
Third Party Integration (72 other apps)
Ticket Management (50 other apps)
Workflow Management (47 other apps)

Competitor Feature Comparison

Aspect Unified IP Feature Reviews

25 reviewers had the following to say about Aspect Unified IP's features:

Joseph Burda

Solid Product That Fully Meets Expectations

2017-12-07

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you so much for taking the time to review Aspect Unified IP and for the 4 star rating! We appreciate your feedback and will forward it on to our product teams. Thanks again! -The Aspect Team

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Richard Sandoval

Very easy transition from call center. Easy sip integration.

2017-05-08

VMWare support, efficiency routing calls, all integrated one platform

Pros

Easy sip integration, click once deployments, OSMS api, Agent API, and stability

Cons

No real-time stats in UAD.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP and for giving us a stellar rating! We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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Jason Ecenbarger

Reliable with little to no downtime

2018-04-25

Pros

Compliance controls within Advanced List Management. Red Oxygen integration for sending SMS out of Unified IP system utilizing email/exchange integration.

Cons

Sometimes help desk tickets are opened to ask questions on how things work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Jason - thank you for taking the time to review Aspect Unified IP. We appreciate your positive and constructive feedback, and will forward it on to our internal teams for review so we can continue to improve how we serve customers. -The Aspect Team

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Shannon Snider

Long time user of Unified IP for our interaction routing

2017-09-24

Pros

Reliable, stable, feature-rich contact center platform that provides multi-channel interaction routing.

Cons

Have you use multiple interfaces to add and remove agents.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP and for the feedback you provided. We will make sure to share this information with our internal teams. We appreciate your insights and value having you as a customer. Thanks again!
-The Aspect Team

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Paul Flemr

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

2017-05-16

Helps consistently manage our daily call delivery needs as well as other channels like email.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. The team here at Aspect is thrilled to hear such good feedback from Group O, and we¿re so happy that the product consistently helps you manage your call delivery needs! We value having you as a customer and look forward to a lasting partnership. -The Aspect Team

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Husain Mohamed

Unified IP has come a long way from older versions to the curren 7

2018-04-25

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Husain - thank you for taking the time to review Aspect Unified IP. We appreciate the feedback and will forward it on to our internal teams so that we can continue to improve how we serve partners and customers. -The Aspect Team

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Sathish kumar bhaskaran

Our collections team has had a great experience using this software

2017-05-09

Pros

Versatile architecture and a stable platform. Reporting is very user friendly.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We are so happy that you have had a great experience with the software, and have forwarded all of your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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robie mays

The product has been very useful for our call center.

2018-04-26

Pros

The ability to do multiple contacts at once is extremely helpful. the ability to more multiple agent status values for 'Not ready' and 'Park'

Cons

Inability to get real time status of call in queue based on skills.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Robie - thank you for taking the time to review Aspect Unified IP. We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

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Becky Gargis

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

2017-05-08

We experienced an increase in service levels and a customer satisfaction

Pros

The RTR and RTA dashboards are good as well.

Cons

the customer chat experience is terrible.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We are so happy that you like the routing and skilling capabilities, and are sorry that you are not satisfied with the chat experience.

We appreciate your feedback and we have forwarded your comments on to our internal teams. Your account manager should be in touch soon regarding how we can make your experience with our solutions better.

Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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Michael Aguirre

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

2017-09-25

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

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

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Damian Clarke

Unified IP is a great product that really helps us achieve results for our clients

2017-05-09

Client confidence in our ability to make right party contacts and the ability to implement complex strategy

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Joao Cecilio

It had been a good experience

2017-05-08

Pros

Calls classification, and the quickly support that we had on brazil!! It was very to use too.

Cons

At the time, the plattaform didn't had good reports. Dynamic

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We appreciate your feedback and having you as a customer! -The Aspect Team

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Wil Pisano

I have worked on Aspect 6.7 -7.3... I love the tool has moved my business in a whole new direction.

2017-05-08

Able to move my business to the next level of dialing

Pros

The ease of use, multi-tasking capabilities.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We are thrilled to hear that you love the tool and that it's making an impact on your business.
We appreciate your feedback and we have forwarded all of your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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Cade Taylor

We have used UIP for many years now for our inbound and outbound contact centers.

2017-12-13

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you so much for taking the time to review Aspect Unified IP. We are so glad you are happy with the product and provided a 4 star rating. And thank you for your feedback on reporting. We will make sure to send this information to our product team. Thanks again! -The Aspect Team

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Lachlan Maxwell

Excellent solution - meets our needs.

2017-05-09

Very flexible - allows us to achieve our client objectives.

Pros

Great technology, flexible and scalable. Feedback from our team who implemented the solution is very positive.

Cons

Great technology, flexible and scalable. Feedback from our team who implemented the solution is very positive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Other

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We appreciate your feedback and we have forwarded your comments on to our internal teams. That's great that you find the dashboards so effective! Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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Erin Lovell

Working with UIP is very simple. User Friendly.

2017-05-08

Pros

It is very user friendly and easy. The interface is smooth and since upgrading to this we have been able to enhance our experience.

Cons

It would be easier if there was a few short cut prompts to fix this.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Brandon Grigsby

Our company has used UIP for several years, specifically for outbound services.

2017-06-07

The ability to administer outbound campaigns to a level of detail that is unmatched in the market.

Pros

It's not as easy to learn, but it's a powerful tool.

Cons

The reporting and organizational structure is different from all the other aspect products and make it more difficult to have consistency across the organization.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We appreciate getting feedback for long-time customers like you! We are happy that the customization has worked so well for you. Also, we have forwarded your constructive feedback to our internal teams for consideration. Thank you for being an Aspect customer. We value our relationship with you and appreciate all of your feedback. -The Aspect Team

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Zack Washburn

Great system

2018-04-24

The ability to increase customer contact

Pros

The product is easy to use.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Zack,
Thank you for taking the time to review Aspect Unified IP and the the high rating! We are pleased to hear that the product is robust and easy to use. We also appreciate your feedback on LDAP. Your input will be forwarded on to our internal teams for review so we can continually improve our solutions.
-The Aspect Team

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Chris Morgan

Good, easy to configure, even for users

2017-05-07

It allows us a rich UI, and allows users to administer some routing on their own.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We are happy to hear that it's easy to use and easy to configure! We appreciate your feedback and we have forwarded all of your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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jacob mou

started using it since last year, more to learn

2017-05-07

it gets the job done, but wish it had more flexibility

Pros

a large base of system users to have a community.

Cons

don't have the luxury to wait for implantation all the time. calling list, fields, phone number selections and other calling criteria need to allow more access to admin users

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Other

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 51-200 employees)

Had an excellent experience..

2018-02-16

Pros

It provides automated self-service interactions to fulfill our customer requests without involving a live agent saving time and cost

Cons

Then it would be easy to have it verified by business team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP and for giving us such high marks! We are glad that you are having an excellent experience and saving time and costs! And thank you for your feedback on the free trial. Your input will be forwarded to our internal teams so we can continually improve how we serve customers. -The Aspect Team

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Steve Bluhm

Many features, long implementation

2017-05-09

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We appreciate your positive and constructive feedback, and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Kevin Cardwell

strong product, reliable

2018-04-25

Pros

it works, it doesn't fail overall the product has been very reliable should be scaled out for premised based installs

Cons

can be complicated to learn and program, cost of upgrades built on older architecture

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Kevin - thank you for taking the time to review Aspect Unified IP. We appreciate your feedback and will forward it on to our internal teams so we can continue to improve how we serve partners and customers. -The Aspect Team

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Thomas Ball

10 year UIP user, used primarily for outbound dialing. grest product.

2018-04-25

Pros

CTI blended us to call center acd efficiently. Well designed to work with all of our other Aspect products.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Other

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thomas - thank you for taking the time to review Aspect Unified IP. It's great to see a high rating from a long time customer like you! We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

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David Dunn

It very easy to use.

2017-05-07

Pros

The system you are able to run multiple centers at one time. This makes very easy.

Cons

The con is unless you use 7.3 ALM the system only resides in the time zone you are running it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Unified IP. We happy that you find the solution versatile and easy to use and appreciate your constructive feedback as well. Your comments have been forwarded on to our internal teams so we can continually improve how we serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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