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Salesforce Service Cloud vs Aspect Unified IP: Which is a better fit?

Updated on February 9th, 2025
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Summary
Key features rated by users
Features selected based on 4,063 reviews from Call Center users.
% Fit
Not enough reviews
Feature ratings
Call Center Management
4.6
Chat/Messaging
4.7
Call Tracking
4.0
Call Logging
4.5
Call Recording
4.2
% Fit
Missing features
Not enough reviews
Feature ratings
Call Center Management
4.7
Chat/Messaging
--
Call Tracking
NA
Call Logging
NA
Call Recording
4.7
User satisfaction
4.4
User reviews779
Ease of use
4.1
Functionality
4.4
Value for money
4.2
Customer support
4.2
4.4
User reviews70
Ease of use
4.2
Functionality
4.1
Value for money
4.0
Customer support
4.1
Price starts from
/user
Monthly subscription
Free version
Free trial
Not provided by vendor
Free version
Free trial
Best for

Businesses in need of service-as-a-software solution for the Communications industry.

Not provided by vendor

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
Naga kiran C
Software engineer
4.0

Naga Kiran: I'm Naga Kiran. I'm technical lead working in L&T Infotech. Our company is in technical side. We implement Salesforce technology for many companies. Rating I give for Salesforce Service Cloud is four out of five. Salesforce Service Cloud is used in our company as a ticketing system. Previously, we used to have Legacy ServiceNow ticketing system, but now we have replaced with Salesforce Service Cloud. So, that is where we are using it for now. Salesforce Service Cloud offers us many configuration stuff. You don't want to know program to design like Automated Logic. Instead, you have lot of automation in-built in Salesforce. Salesforce provides that to us, so that we can use in our environment and it will be useful for achieving all the service-related issues. One thing that I like the most about Salesforce Service Cloud is it offers lots of automation, which can be easily... It's point-and-click interaction. You don't want to learn coding also. It's just point-and-click interaction, where you can achieve those automations. For example, you can create different teams. In support system, you require different teams, right? So, you can create different teams and you can measure the quantity, how much days it is staying in the queues. Everything can be done easily in the point-and-click interaction in Salesforce Service Cloud. One thing which I feel bad about Salesforce Service Cloud is the license cost. The license cost feels a little bit more when you compare with the competitors. Second thing is the UI. It is offering us Salesforce Lightning, but still that UI is not up to HTML standards. There, Salesforce can improve a bit.

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User interface
136189 video thumbnail}
1 Video
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Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Activity Tracking
207
Important
Alerts/Escalation
388
Important

Salesforce Service Cloud

Top Features
35/41
  • Auto-Dialer
  • Call Tagging
  • Call Transcription
  • Call Whispering
  • Voice Mail
  • Voice Recognition
  • Activity Tracking
  • Alerts/Escalation
  • API
  • Automatic Call Distribution
  • Blended Call Center
  • Callback Scheduling
  • Call Center Management
  • Caller ID
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Management
  • CRM
  • Dashboard
  • Inbound Call Center
  • Interaction Tracking
  • IVR
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Center
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Reporting/Analytics
  • Surveys & Feedback
  • Third-Party Integrations
See All features
Hide Call Center Software Features -

Aspect Unified IP

12/41
Show Call Center Software Features +
Salesforce Service Cloud
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Aspect Unified IP
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Salesforce Service Cloud
  • By Salesforce
  • Located in United States
  • Founded in 2003
Aspect Unified IP
  • By Alvaria
  • Located in United States
  • Founded in 1973
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