Aspect Unified IP Reviews

I feel that the sound quality is generally excellent.

It freezes at times for no apparent reason.

There is not much positive to say about the software.

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

David, thank you for taking time to review Aspect Unified IP. We are sorry to hear that you are not satisfied with the solution. From what I understand, you are now using our newer cloud solution. You account manager will be in touch shortly (if he hasn't already) to follow up on your feedback. Thank you again and if there is anything else we can do to help, please let your account manager know. We strive to continually improve how we serve customers. Thanks, Shelley Hofman, Marketing Operations, Aspect Software

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

No cons were added to this review

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

Ease of use and ability to configure campaigns and strategies on demand to send SMS.

We had some hickups, but support has always been there for us regardless of what system originated the issue their side or our side.

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.

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

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

I found the system is stable compares to our previous one. a large base of system users to have a community. easier to talk to other users fro opinion and help.

system is too locked up, depends on the user utilities and industries, i wish i will have more flexibility to the system. especially around user defined fields and rules. calling demands change and compliance needs change too. 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

It had a good monitoring tool and WFM worked better.

It was hard to make changes to when needing to update something. The usability was not good and the reliability was spotty. Reporting was never accurate.

Thank you for your feedback. We understand RRI is no longer a customer, but we will share your input with our product team as we continually improve and refine our products to meet our customers' needs. Thank you.

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

Inability to get real time status of call in queue based on skills. That would help us in our dynamic services.

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

Lots of options to customize use with different services etc. for exactly how we want to use them.

Sometimes hard to find setting you are looking for. Once you use it for a while you learn where things are but need to figure out first.

The system is very easy to navigate through the different pages.

The system is very slow and causes agents to wait to load each page.

It's ability to distribute calls to the right agents. It's functionality of being able to select different breaks at given times. The fact that it can be used for both inbound & Outbound Calls. Ease of installation when using a PC and not a desk phone. No need for a desk phone, can be used as a soft phone.

Nothing negative, facilitates my teams's work.

M3 design is a very nice tool to design a custom call flow

external routing feature not available on ASBR

get complex data very quickly, you are able to extract a lot of info by different ways in the tool itself

sometimes, TAB's are quite difficult to analyze since they might look similar

The power it gives our business partners.

The security headaches in setting it up.

The ease and use of the new software . Functionality

There were a few Hiccups in the beginning but great customer service was able to resolve minor issue