Aspect Unified IP Review - why 4.4 stars?

Shlomi Lavi / updated: Mar 26, 2022

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What is Aspect Unified IP?

Aspect Unified IP is communications software which offers inbound and out-bound omnichannel capabilities for medium and large companies. It has call center capabilities including ACD, CRM integration, outbound dialer, escalation strategies, skills-based routing, web collaboration and more. Aspect, the company which created this software was founded in 1973 with up to 5,000 employees. Its headquarters is located in Phoenix, Arizona.

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Who is it best for?

Aspect Unified IP is best for those companies that need to ensure that their contact centre can provide an improved customer experience.

The product does this by providing a platform designed specifically for contact centres to help agents improve customer issue resolution, proactively address service needs, boost sales revenues and increase collections, while providing increasing customer value at the same. Companies that have multiple communication channels or even those who want to offer this facility can also turn to Aspect Unified IP. This is because the product brings all customers conversations together in one place, ensuring a consistent and productive customer experience each and every time.

The product is cross industry and can address transportation, telecommunications, retail banking, insurance and even the government sectors to name a few. Additionally it is scalable and can be used for any business size, and provides both cloud based as well as on-premise deployment options.

Aspect’s clients are based in over seventy countries worldwide and include Apple, AT&T, Bank of America, British Airways, Chase, Cleveland Clinic, DELL, Ebay and Federal Express to name a few.

Main features and functionalities

Aspect Unified IP makes it easier for companies to do business with their clients by putting the contact centre at the heart of the customer experience and aligning it with the company’s IT and strategic vision.

This is done first through the provision of seamless multi channel communication that allows the contact centre to be available in which ever method the customer chooses.

Additionally automated self-service interactions fulfil customer requests without involving a live agent, and seamless transfer of customer information to agents provides a real-time update to ensure a valuable customer interaction. Proactive calling is also available to pre-empt predictable and repeatable conversations.

There is also Social Media software that ensures customers receive consistent and informed responses to questions posed in the social networking space. Finally quality control is maintained through the ability to store, analyze and evaluate all customer communication recordings. This together with powerful real-time reporting and analytics allows the contact centre managers to optimize customers’ interactions and improve compliance with customer management rules.

What is the actual cost?

ITQlick pricing score is 6 out of 10 (10 is most expensive). Access ITQlick pricing guide for Aspect Unified IP. You can also find here pricing information from Aspect Unified IP's website.

Pros

• Automated self-service customer interaction
• Offers multi-channel communication for customers
• Has social media integration
• The product provides for social media integration
• Uses Business Intelligence for real-time and historical reporting

Cons

• More expensive than other communication software
• Security setup needs improvement
• Aspect Unified IP is considered to be on the higher side in terms of pricing
• The solution does not provide an option to choose which features a customer would want as you get the full suite regardless
• Migration from an existing contact centre solution to Aspect Unified IP requires implementation services

How it stacks up?

Access a head to head analysis of Aspect Unified IP vs alternative software solutions.

Frequently Asked Questions (FAQs)

Is Aspect Unified IP right for you or your business?

Aspect Unified IP fits medium, and large enterprises from various industries such as telecommunications, retail banking, financial services, government agencies, consumer electronics, and transportation. Among their refutable clients are Cleveland Clinic, Ebay, DELL, FedEx, Apple, Bank of America, and AT&T.