Aspect Unified IP Contact Center Features
What are the features of Aspect Unified IP Contact Center?
Functions
- Session Routing
- Session Queuing
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Aspect Unified IP Contact Center Categories on G2
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Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | Not enough data | |
Notifications | Delivers notifications to both sides of the conversation. | Not enough data | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
Conversation Archiving | Archives conversations in a separate location for later reference. | Not enough data | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Calling
Record Calls | Records calls for future reference. | Not enough data | |
Generate Location | Generates an area code local to where the user is calling to increase likelihood of pick-up. | Not enough data | |
Call Types | Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. | Not enough data | |
Click-to-Call | Gathers contacts from integrated tools, allowing users to call with one click. | Not enough data |
Contacts
Personalization | Retains a log of extraneous contact information such as timezone and contact engagement. | Not enough data | |
Information Locater | Finds and opens saved contact information for reference at the time of a new call. | Not enough data | |
Record Prospect Data | Allows users to denote which contacts they believe are prospective customers. | Not enough data |
Insights
Notes | Allows users to take notes during or after the call for future reference. | Not enough data | |
Daily Summary | Delivers users a daily summary of activity. | Not enough data | |
Automated Voicemails | Sends automated voicemails to prospective clients who fail to answer. | Not enough data | |
Automated Emails | Sends automated emails to increase engagement with prospective clients. | Not enough data |
Dialing Options
Preview Dialing | Presents information about the individual being called before the call begins. | Not enough data | |
Progressive Dialing | Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | Not enough data | |
Predictive Dialer | Uses an algorithim to predictive when an operator will be available to handle their next call. | Not enough data |
Agent Tools
Omnichannel | Ensures that the caller experience is seamless across their entire call. | Not enough data | |
Whisper Coaching | Allows a supervisor to listen to a call and train in real time. | Not enough data | |
Callback Scheduling | Reschedules calls within the software itself, either through a prompt or by the agent themselves. | Not enough data | |
Call Recording | Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | Not enough data |
Automation
Voice Activity Detection | Decides response type by determining if voice is a human response or an answering machine. | Not enough data | |
Voice Broadcast | Presents a prerecorded audio message when the call is answered. | Not enough data | |
Interactive Voice Response (IVR) | Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | Not enough data | |
Call Scrubbing | Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | Not enough data | |
API / Integrations | Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | Not enough data |
Channels
Voice | Provides voice call functionality. | Not enough data | |
Social | Provides an interface for one or more social media channels. | Not enough data | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. | Not enough data | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. | Not enough data |
Functions
Session Routing | Based on 10 Aspect Unified IP Contact Center reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 90% (Based on 10 reviews) | |
Session Queuing | Based on 10 Aspect Unified IP Contact Center reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available. | 93% (Based on 10 reviews) | |
Concurrent Calling | Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | Not enough data | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. | Not enough data | |
Auto Dialer | Has auto dialing or predictive dialing functions for outbound use. | Not enough data | |
IVR | Includes an interactive phone menu. | Not enough data | |
Inbound Screen Pop | Populates CSR's screen with available customer data. | Not enough data | |
Persistent Data | Maintains and shares information across channels and agents as the case progresses. | Not enough data |
Administrative
Session Summary Notes | Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | Not enough data | |
Administrator Access | Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data | |
Session Recording | Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | Not enough data | |
Agent Scheduling and Assignment | Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | Not enough data |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. | Not enough data | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. | Not enough data | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | Not enough data | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. | Not enough data |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. | Not enough data | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. | Not enough data | |
Transcripts | Maintains a transcript of conversations from all channels. | Not enough data | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. | Not enough data |
