Aspect Unified IP Erfahrungen

Vorteile

My agents find it very easy to use, we are very rarely down, it functions well with our CIS system, and it is easy to use.

Nachteile

I really can't think of any for our use. I have given this some serious thought, and cant really think of any.

Vorteile

The product is easy to use and the customer support is outstanding. The product delivers above our expectations.

Nachteile

There is nothing that I least like about the software although they can improve on there training material.

In Betracht gezogene Alternativen

Five9

Warum Aspect Unified IP gewählt wurde

Aspect provides a better product and better support.

Zuvor genutzte Software

Genesys Cloud CX

Gründe für den Wechsel zu Aspect Unified IP

Aspect provided us a detail overview of there product and what it offered as the team did a great job on the presentation.

Vorteile

We started using this software about 6 months ago at work, and I love the layout and features this software has to offer. I did have to reach out to customer service because I was trying to find an option and was having trouble understanding how to get to it, and they were extremely helpful and courteous.

Nachteile

Glitching often and takes a long time to load all features. Being in a call center we are always on our toes with incoming calls so we need software that is going to be quick without lagging or glitches, but I see this happening every day with this software.

Vorteile

Great variety of features with a very big variety of reports to run a contact center and follow-up teams.

Nachteile

The interface could be better, it's a little old and unfriendly to view, even though, it's really solid and good software.

Vorteile

Completeness of vision for Omni-channel Contact Center software solution.
Integrated solution including PBX, IVR, Voicemail, Outbound capabilities.
Ease of administration of key Contact Center functionality, with add-on customization capability.
Ease of IVR deployment, and some canned IVR functionality such as Advanced Queue Optimizer, Voicemail, etc.
In-built DR capabilities and ease of setup of DR sync processes.
Good Real-time reporting interface which is highly configurable.

Nachteile

Some limitations in Unified Director software, could use a more modern admin application with search capabilities on several screens.
Can use more pre-configured systems alerts in UD.
M3 designer would greatly benefit from having a Copy Document feature.
Canned Reporting with Dataviews could use a more modern interface with some speed gains.

Vorteile

With version 7.3 SP3+, dependability and performance has been solid. The integration of tools allows for customized flexibility. You can do things within the applications in multiple ways to help support variations in business uses. User interfaces within ALM and UIP are fairly easy.

Nachteile

There are cases where integration of acquired technologies force use of M3 scripts to implement more complex call routing situations. You can tell that the various applications that make up the Unified-IP functionality is a combination of acquired technologies as its lacking some SSO or single sign-on capabilities which can make administration a little less responsive.

Vorteile

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.

Nachteile

Upgrade cycle is too aggressive for large companies that have heavy integration and limited IT resources.

Vorteile

Aspect List Management capabilities are amazing and the industry needs these solutions.

Nachteile

UMS commercials are too high and are not compatible for a sub 100 seater deployment

Vorteile

Reliability. Tons of features. Has api's to use for various functions.

Nachteile

No cons. If I had to select something you need various training to use the system. But the training group in Brentwood are great.

Vorteile

Ease of use and customization ability for various types of contact center needs.

Nachteile

Requires a good learning curve to be able to maximize potential.

Vorteile

It's easy to use and become familiar with. The support seems to be good for this product. Updates seem to come fairly frequently.

Nachteile

When there are issues, the issues seem to show up very frequently until a hotfix is put in place. The pacing options aren't easy to adjust for predictive and when discussing with Aspect folks there never seems to be a clear answer to the questions. When blending Inbound/Outbound it's difficult to put preference on Outbound to drive down service level when we would like to.

Vorteile

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.

Nachteile

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.

Vorteile

The routing and skilling capabilities of the system are excellent. The RTR and RTA dashboards are good as well.

Nachteile

the customer chat experience is terrible. The email routing can be cumbersome and expensive requiring 3 email inboxes per service

Vorteile

Reliable, stable, feature-rich contact center platform that provides multi-channel interaction routing. We've combined Unified IP with other Aspect contact center tools (workforce management, quality management and call recording) and are very satisfied with impact it has had on our business.

Nachteile

Have you use multiple interfaces to add and remove agents. Not a big deal, but it would be nice if I could do this from one user interface.

Vorteile

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.

Nachteile

lack of granular permissions. I would rather a manager only be able to view their own services and users.

Vorteile

High availability works great and has been very solid; Aspect support has been very helpful with any issues.

Nachteile

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.

Vorteile

The ease of use, multi-tasking capabilities. Being able to build my own strategy, running predictive lists, building blasters, setting my own automation.

Nachteile

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

Vorteile

I like the UCC program that was developed for the 7.2 update. This made they system much more user friendly.

Nachteile

I don't like that we cannot find a setting to lower our inbound service level while also running a predictive dialer. We also have had many issues since our upgrade.

Vorteile

Compliance controls within Advanced List Management. Red Oxygen integration for sending SMS out of Unified IP system utilizing email/exchange integration. I also like the ease of use for managing builds in ALM.

Nachteile

Lack of documentation for simple contact center best use cases. Sometimes help desk tickets are opened to ask questions on how things work.

Vorteile

Versatile architecture and a stable platform. Reporting is very user friendly. Highly configurable system and able to seamlessly integrate with our internal system

Nachteile

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

Vorteile

I like how much control is offered to dialer administrators without relying on development work. Along with Advanced List Management, UIP is one of the most complete dialer out there.

Nachteile

It can be difficult to get support on some less common issues and I have faced scenarios where when certain functions are used, they demand more than the platform can support.

Vorteile

The product is easy to use. Very robust and configurable to our business needs. We can take someone with minimal background with aspect and have them running the basic parts of the system with out much training.

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

The software is fairly easy to use even over multiple sites, and has all the capabilities and functionality we need for servicing.

Nachteile

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.

Vorteile

It does the job it was meant for without any difficulty
I Like it's use in the call centre environment, it's ability to block out incoming calls from customers

Nachteile

When it hungs and fails to end calls
When it fails to connect the sip phone