Aspect Zipwire Pricing, Features, Reviews & Comparison of Alternatives

Aspect Zipwire Reviews

Aspect Zipwire

Cloud contact center app

4.0/5 (2 reviews)
3,486     13,405

Zipwire is one of Aspect's family of customer management, communications and contact center products, falling under its "interaction management" category. Zipwire enables contact centers to move to the cloud with built-in CRM, workforce management, and business reporting tools. The app offers a unified agent desktop to manage interactions coming from multiple channels, including voice and chat.

Zipwire includes inbound, outbound and blended contact center tools with IVR, predictive dialing and agent routing. The app also includes a scenario builder to configure the flow of chat and voice interactions. Zipwire integrates with Aspect's omni-channel self-service and workforce management products, offering agent scheduling, performance tracking, forecasting, and supervision tools such as call recording. The app also includes collaboration tools that let agents call and chat to each other within the app.

Aspect's Zipwire also includes pre-built reports and lets you create custom reports to track the performance or your business. The app can be used to analyze and report on customer surveys, call quality and resolution time. Zipwire Mobile and Zipwire Web API enables agents and customers to share photos, videos and documents between websites and mobile devices.
www.aspect.com

Aspect Zipwire Reviews (2)

Latest reviews

 Zipwire Review

Overall our experience has been good. We moved from on-premise to Zipwire and haven't looked back. Managing the switch has gone from a full time commitment to something we hardly think about anymore.

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Reviewed 19th of September, 2016 by Jeff Kramp

 

 Zipwire Review

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Reviewed 21st of November, 2014 by John Eaton

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Aspect Zipwire Pricing

Contact Aspect for a custom quote

Key Features of Aspect Zipwire

  • Scenario builder
  • Supervisor UI & real-time dashboard
  • Team chat and calls
  • Real-time co-worker directory
  • Manual/ automatic dial
  • Predictive/ lead processing
  • Multi-session chat
  • Automated IVR
  • Agent routing
  • Voice, text & video chat
  • Multichannel communication
  • Photo & file sharing
  • Integrated workforce management
  • Call recording & screen-capture
  • Customizable interaction scoring
  • Post-contact surveys
  • Real-time analytics
  • Custom reports
  • Salesforce & CRM integration

Aspect Zipwire Screenshots (6)

Aspect Zipwire screenshot: Scenario builder in Zipwire by AspectAspect Zipwire screenshotAspect Zipwire screenshotAspect Zipwire screenshotAspect Zipwire screenshotAspect Zipwire screenshot

Specifications

Intended Users
Large Enterprises, Mid Size Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Web-based
Supported Countries
Canada, Europe, United Kingdom, United States
Supported Languages
English
Support Options
Knowledge Base, Phone Support

Alternatives to Aspect Zipwire

Benefits

Integrated CRM: Access a full list of customer interactions and preferences when making calls to offer a more personal approach.

Multichannel support: Use a unified agent desktop to handle interactions coming from all channels.

Supervisor tools: Monitor agent performance with call recording, screen-sharing, and interaction scoring.

Workforce management: Use Aspect's workforce management product to automated scheduling, create business rules, track historical performance, and build "what-if" scenarios.

Team collaboration: Use the real-time directory to see which agents are on or off-line and initiate chat and voice conversations.

Outbound capabilities: Manage outbound campaigns with predictive lead processing, manual and automatic dialing, and automated IVR,

Videos

Aspect Zipwire Category Leaders

Reviews
Integrations
Mobile
Media
Security

#16 in Call Center

View full ranking
40
8
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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.

Jeff Kramp

Zipwire Review

19/09/2016

Overall our experience has been good. We moved from on-premise to Zipwire and haven't looked back. Managing the switch has gone from a full time commitment to something we hardly think about anymore.

Pros

The product has been very stable and reliable. Implementing changes are a breeze and it currently suits all our needs.

Cons

There are some usability issues on the backend. Lately it feels as though you are short staffed. It would nice to have an overhaul of the desktop UI to make it look more current. We have has some bugs with the chat and live stats API and are awaiting resolution.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Aspect Zipwire

Some admin level APIs (adding users, changing scenarios). Improved chat deployment and chat reporting. Analytics.

Source: Capterra
Helpful?   Yes   No
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John Eaton

Zipwire Review

21/11/2014

Pros

User-friendly and easy to pick up on if you are not familiar with the application.

Cons

Sometimes, the support side is not ideal, but that is rare.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering Aspect Zipwire

Make sure that you evaluate the software and that the software fits the users.

Source: Software Advice
Helpful?   Yes   No
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