Who Uses This Software?

We serve all industries, with a focus on banking and insurance, healthcare, utilities and other service providers (e.g. telco), retail, travel and hospitality, and government.


Average Ratings

7 Reviews
  • 5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Aspect Software
  • www.aspect.com/
  • Founded 1973
  • United States

About Aspect CXP Pro

Aspect CXP Pro empowers enterprises to deploy contact center & customer engagement self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost through automation, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR).


Aspect CXP Pro Features

  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail

Aspect CXP Pro Reviews Recently Reviewed!

CXP: The Right Way to Develop Omni-channel/Multi-lingual Interactions

Aug 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Aspect CXP Pro is an incredible platform for omni-channel interaction development. It was created on the premise of developing interactions once and delivering them everywhere. What a great approach! We can take all of our interactions and deploy them across a variety of channels (voice, text, web, and video) and even to a large array of languages. Very powerful!

The CXP Developer interface is easy to use. The Eclipse IDE was an easy transition. Coding is drag & drop, which takes a little getting used to. You'll be a pro in no time. It integrates with Java and can connect to DBs and web svcs. It has speech recognition and text-to-speech capabilities, but also supports integration with speech providers like Nuance. It has its own tester and debugger capable of voice, web, and mobile phone simulations. We have it deployed to a clustered environment, spanned across multiple data centers for high availability. Very solid!

Companies everywhere are struggling to establish their interactive presence, quickly and efficiently. Many are approaching this tactically; buying one channel at a time until their pocketbooks runs dry. Not a good idea. How is the best way to handle this? Think strategically. What if you could produce it once, and just deliver it everywhere, even to multiple languages? This is what makes CXP a powerful solution. CXP is all about laying a solid foundation that is flexible enough to deliver almost anywhere.

Cons: I prefer the Aspect CXP Developer IDE over the Web Developer. In my opinion, the Web Developer isn't quite as powerful as the Eclipse IDE.

Overall: Connecting our Customers to the Services they need...easily and universally

Vendor Response

by Aspect Software on August 25, 2017

Thank you so much for the 5-star rating for Aspect CXP Pro. We are thrilled to hear that you are so happy with the solution and will pass this information on to the relevant teams. -The Aspect Team

Ease of use

Aug 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: When I called Customer support representative, he said Aspect could meet our needs, he laid out a plan and we met over the plan and implemented.

Vendor Response

by Aspect Software on August 24, 2017

Thank you so much for your 5 star rating of Aspect CXP Pro! We really appreciate you taking the time to provide your feedback and will pass it along internally. -The Aspect Team

I have worked with CXP Pro for years and it always provided all the functionality I needed.

Jun 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Aspect CXP Pro provides all functionalities in terms of IVR and omni channel following the standards for VXML and HTML 5. It is highly scalable in enterprise cluster environment, on premise and hosted. The development environment is fully integrated into Eclipse and supports the user in easily building omni channel applications. Besides this, it also provides a web based development user interface in case no fat client installation is wanted or possible.
CXP Pro offers full reporting and monitoring capabilities on system and application level. Splunk is integrated and indexes all log files written bei CXP Pro. On application level CXP writes statistics and other session data in a fully BI data model compliant database scheme. This data can be used to run BI reports (coming with CXP Pro). Several BI tools on the market are supported.
One of the best features in CXP is, in my opinion, the comprehensive ways to integrate with any kind of backend system. Within the application dialog it offers easy to use objects to connect to a database/webservice/REST API or any other backend system to retrieve caller data or write transactions back into the customers backend system.
The newest very interesting feature which was added to CXP is the NLU component which allows the user to build interactive text response applications interpreting written text input in a semantic way using NLU conditions.

Cons: Over the years the product got improved further and further and topics or issues I could have mentioned as a possible contra in the past have been fixed or changed step by step.

Vendor Response

by Aspect Software on June 16, 2017

Thank you for taking the time to review Aspect CXP Pro. We are ecstatic to get such positive feedback and the 5-star rating! We appreciate your feedback and have forwarded your comments to our internal teams for review. -The Aspect Team

Aspect CXP can be downloaded and demos configured free of charge. Deployments are seamless.

Jun 09, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Develop an application once, and deploy many times to different platforms. One application can be developed with Voice, ITR/Text and mobile web capabilities. Platforms we deployed to include SMS, Messenger, WeChat, Telegram, Twitter, Amazon Echo etc. The Aspect Natural Language Understanding component is included in the base install.

A Continuity server is included, which manages the continuity and enforces omni-channel. Users can stop their customer journey on any channel and continue on the next; with context of the previous interaction shown.

Code backups, code sharing, versioning and deployments are easy and seamless.

Integration to web services, databases and the like is straight forward.

JavaScript and VoiceXML are catered for in the application for custom functions, or if you have some legacy VoiceXML application components.

Application logging is easy and debugging is included.

Reporting; no extra coding or calls are required for augmented reporting.

This is a rapid development environment with quick application creation.

JQuery themes can be plugged in seamlessly, so disposable application (analogous to Googles instant applications) can share the company's identity.

Documentation can be created on the fly from existing applications and saved as PDF document.

Aspect Natural Language Understanding purchases LinguaSys, for a powerful NLU environment.

Cons: The learning curve can be steep and the development principles need to be grasped. For this Aspect has an Active Learning environment with certifications.

Some features are not fully described and needs to be discovered; which might be the case with many development environments.

The "language" in which development takes place is propriety; not something like VoiceXML. However, it is necessitated by the feature and channel rich environment.

Overall: This is one solution for a complete omni-channel, multi channel customer experience platform.

Vendor Response

by Aspect Software on June 09, 2017

Thank you for taking the time to review Aspect CXP Pro. We are happy to hear that your deployment has been seamless and that you are getting so much benefit from the solution! We have forwarded all of your feedback to our internal teams to review. Thank you for being an Aspect partner - we truly value our relationship with you. -The Aspect Team

I do scripts in CXP for customer menus, data dips, etc.

May 07, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The Eclipse interface is pretty easy to use for development. Deployment in the new version is much more flexible than before.

Cons: With the distributed database, it can be very slow to import projects and deploy. I also wish the new version had an easy quick editor like the previous version we used.

Overall: Centralized IVR functionality, but with regional hardware deployment.

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect CXP Pro. We are glad to hear that you find the solution easy to use for development. We appreciate your constructive feedback as well, and have forwarded your comments on to our internal teams so we can continue to improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Experience from previous organization generally positive.

May 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very User friendly and easily customizable graphics, content and layout. Allows some creativity and purpose of use.

Cons: Perhaps it needs to include some features already available with competition / market. It is priced above market.

Overall: Transformed our operations leap frogging from current to a more advanced state.

Fantastic experience! We're able to create amazing interactive applications in minutes!

May 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The flexibility to create innovative customer engagement applications by integrating all our telephony needs in a single platform. We also appreciate the Aspect team behind the scenes helping us be successful at every step of the way.

Cons: Some outages lately have affected customer experience. The Aspect team was always responsive and able to provide all necessary information to be able to deal with the outages.

Overall: Flexibility, scalability and elasticity come to mind first.

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect CXP Pro. The team here at Aspect is thrilled to hear that you have had such a fantastic experience and gave us such high marks! We appreciate your feedback and we have forwarded your comments on to our internal teams for review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team