Aspect Zipwire Features List

Aspect Zipwire

Cloud contact center app

4.06/5 (16 reviews)

Aspect Zipwire Feature Summary

  • 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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (134 other apps)
Activity Dashboard (56 other apps)
Automatic Notifications (62 other apps)
CRM Integration (51 other apps)
Chat (131 other apps)
Contact History (51 other apps)
Customizable Branding (54 other apps)
Email Integration (59 other apps)
Instant Messaging (67 other apps)
Knowledge Base (81 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (56 other apps)
Prioritizing (52 other apps)
Real Time Monitoring (46 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (56 other apps)
Surveys & Feedback (58 other apps)
Third Party Integration (63 other apps)
Ticket Management (50 other apps)
Workflow Management (46 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


39 reviews

See all iOS Apps

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

See all Android Apps

Aspect Zipwire Feature Reviews

14 reviewers had the following to say about Aspect Zipwire's features:

Joseph Haas

Excellent cloud product, good depth of features, easy to use. Very adaptable.

2017-05-09

Fast time to value, excellent sales support, if positioned correctly it fits the applications of many cloud contact center solutions.

Pros

For many, if not most environments, this is an excellent cloud contact center product.

Cons

The digital channels are there, but it's not as rich as some of the enterprise grade solutions.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We are thrilled that you are happy with the product and 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
Brandon Grigsby

Zipwire is a great product that is easy to use

2017-05-07

With additional development and integrations with other products, Zipwire will be an amazing asset to any company.

Pros

I like the aesthetic user interface and the empowering tools provided to both agents and management.

Cons

The only complaint I have is the customizability is non-existent.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We are happy to hear that you like the user interface and find it easy to use. We also appreciate your constructive feedback and have forwarded all your comments on to our internal teams so we can continue to improve. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Shiva Gorthi

very robust as a standalone product and user friendly

2017-05-08

Moved from legacy softphone will less features....

Pros

screen pop functionality with a simple url to the CRM tool.

Cons

The reason codes are available at a global level and not available by team / service. API integration could be enhanced like exposing services.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We are thrilled to hear that you are enhancing the user experience on both chat and voice with the solution. 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

Read more
Ken Pyne

Easy to learn. Like the format. Intuitive layout.

2017-05-09

Its good to be able to see what screens agents are using during calls.

Pros

Gives good feedback to supervisors and the data gets sent to WFM.

Cons

Does not send recordings to Quality Management System.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

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 Zipwire. 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

Read more
Robert Glover

very good tool, - given the right efforts has the potential to move to large enterprise

2017-05-08

Pros

The level of thought put into the features and functionality in an encompassing application solution. Standalone , its features now and future look very good. The back end is very well organized thought out. The end user acceptance and end user adoption has been extremely positive which makes our project rollout much smoother.

Cons

Right now, the application integration with aspect flagship products needs some work - as it is a little fragmented and loosely integrated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We are happy to hear that you like the features and functionality. We appreciate both the 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
Brad Libby

As an admin and setting up for users the interface is easy to navigate. But the admin is not as easy

2017-05-08

Pros

The Omni-channel experience is invaluable and a game changer for our agents and customers.

Cons

It needs a live feature to pull cases that I have done and cases that my team has done.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We are thrilled to hear that it's a game changer for your agents. We appreciate your positive and constructive feedback, and we have forwarded your comments on to our internal teams.

Based on your comments, did you mean to give a different rating on the Likelihood to Recommend (0 out of 10)? If so, let us know.

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

-The Aspect Team

Read more
Steve Horton

Been a great experience. Has helped our agents a lot.

2017-05-09

Our agents like it because of the ease of use and the fact they can have multiple interactions happening at once.

Pros

Agents can have multiple interactions happening at the same time.

Cons

Not very customizable. Would like to be able to configure the dashboard more.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 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 Zipwire. We are thrilled to hear that you find the product easy to use, 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
Jeff Kramp

Zipwire Review

2016-09-19

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

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

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We are so happy you have moved from on-premise to cloud and haven't looked back! And we are thrilled that your management time has been reduced so dramatically. We also appreciate your constructive feedback and have forwarded your comments on to our internal teams so we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Allison Corley

My experience with Zipwire has been both good and bad. The overall features of the product are fine

2017-05-07

Pros

I like the contact info panel, all of the icons for agent states, and I like the dashboard bar at the top of the page so agents and supervisors can see their teams' and departments' statistics all in one shot.

Cons

The fact that so much functionality is unavailable, and that every time, it seems like we need something, it is not available!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We appreciate all of the positive feedback and the constructive feedback as well. Your comments have been forwarded on to our internal teams so that we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Colleen Unick

Just getting started, but needs more flexibility, less global settings.

2017-05-07

Agent organization

Pros

The enhanced features. Still new to product, but love the coaching tools and being able to see agent availability.

Cons

Not sure why you would put recordings and reports in an admin tool.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. 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

Read more
Jimmy Ismail

Routing not as intuitive as proclaimed

2017-06-15

Pros

UI is decent. Lots of cool functionality.

Cons

Lack of screen pop modification options Need better handling of sensitive teams. Require new tenant

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We appreciate the positive and constructive feedback and have forwarded on to our internal teams so that we can better serve you. Your account manager should be in touch shortly to discuss. Thank you again for your feedback. We really appreciate it! -The Aspect Team

Read more
James Lagger

Very simple to navigate the prompts

2017-05-08

Pros

Intuitive interfaces and accurate data recognition helps to make the application more comprehensive while navigating the menus and prompts

Cons

Ability to administer can be difficult which can delay the opportunity for additional users to take advantage of the application

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Zipwire. We love to hear that it's simple to navigate!
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

Read more
Joseph Patterson

So far so Good

2017-05-09

Pros

Ease of us, able to see other administrators, able to assign emails and check on them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 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 Zipwire. We are thrilled that you are happy with the product and 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
John Eaton

Zipwire Review

2014-11-21

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
Read more