Aspect Workforce

4.2 (257)
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Empower your team and streamline operations with Aspect WFM.

Overall rating

4.2 /5
(257)
Value for Money
3.8/5
Features
4.1/5
Ease of Use
3.9/5
Customer Support
3.9/5

88%
recommended this app
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257 Reviews

Kegan
Kegan
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Easy to track

Reviewed on 2018/08/21

Pros

I felt like it was easy to use and know what I was scheduled for.

Cons

I wish it was more friendly to request and my scheduled change.

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our product team. Thanks again!

Dawn
Overall rating
  • Industry: Financial Services
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

great product with great customer service

Reviewed on 2018/04/24

Pros

ease of use for the product. the customer service for when we have issues is also great. love our tech team.

Cons

some of the new features get moved around during upgrades and aren't documented or provided in the documentation.

Response from Alvaria

Dawn,
Thank you for taking the time to review Aspect Workforce Management and for the high rating! We are thrilled to hear that you are happy with the product and also the customer service you receive from Aspect. We appreciate your feedback and will forward it on to our internal teams to review.
-The Aspect Team

Verified Reviewer
Overall rating
  • Industry: Hospitality
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Gets the job done, but it's not user friendly.

Reviewed on 2018/12/13

We were looking for schedule optimization for our contact center and purchased Aspect. Not sure I...

We were looking for schedule optimization for our contact center and purchased Aspect. Not sure I would make the same investment today as there are newer, better options available.

Pros

Pretty powerful; especially forecasting tools.

Cons

How cumbersome it is to update all staff, queues, etc. The UI looks like it was built in 1995. It's very expensive for what has to be a (still) powerful, but antique, application.

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. It sounds like you are on an older version of the solution. We've had a highly simplified, web-based UI for a few years now. You can see what's new at https://www.aspect.com/solutions/workforce-optimization. Scroll down to the Aspect in Action section. The videos give a good feel for the newer interface. Your Account Manager can get a demo set up for you, or feel free to contact me directly and I can put you in touch with your account team. Thanks, Shelley Hofman | Aspect Software | [email protected]

Sondra (Rose)
Overall rating
  • Industry: Telecommunications
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Aspect - Workplace Workhorse

Reviewed on 2019/04/05

I find that it does an excellent job as an end user or an administrator.

I find that it does an excellent job as an end user or an administrator.

Pros

I love Aspect for managing employees. I've worked the production desk at a call center, and no software does the job of managing those schedules as well as Aspect.

Cons

It can be clunky and hard to use. The language doesn't always makes sense, and it seems like there is a lot of extra steps for the end user.

Ricardo
Ricardo
Overall rating
  • Industry: Computer Hardware
  • Company size: 5,001–10,000 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Good program

Reviewed on 2019/10/17

No problem only need a one note to remember the code to use in the program

No problem only need a one note to remember the code to use in the program

Pros

This program easy to make approval of vacation exception of agent o can't check the schedule for my and agent

Cons

In this case need make more easy for a person don't see this program in this as need a manual of tools additional don't have the code did you need to use

karen
karen
Overall rating
  • Industry: Computer Hardware
  • Company size: 10,000+ Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

easy tool to check the thanking of each agent

Reviewed on 2019/04/30

Pros

1. I can check my shift in of every week
2. We can verify the request viewer of our manager
3. this tool give us the Agent productivity of each one
4.this tool has a filter to select the date range and Statistics

Cons

1. We can't modify the schedule editor because it's necessary a high level of authorization.

Kevin
Kevin
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 5,001–10,000 Employees
  • Used for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Aspect User

Reviewed on 2018/09/01

I like this software of all wfm tools.

I like this software of all wfm tools.

Pros

The reporting of this tool is so easy to use. Data is easy to understand

Cons

RTA, because of sometimes it can be confusing

Response from Alvaria

Kevin, thank you for taking the time to review Aspect Workforce Management. We will forward this information on to our product team for review. -The Aspect Team

Amir
Amir
Overall rating
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Amazing products

Reviewed on 2018/06/06

More effeciency and more margin wins.

More effeciency and more margin wins.

Pros

Easy use and the good performance, I'm happy to use the solution.
Try this solution is make me feels more easy to staff our agents with a complex customers forcasts.

Cons

No, all is good in this solution, dashboards, analytics, using, all is working well and i didn't retreive a least about this solution, good work !

Response from Alvaria

Amir, thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams. -The Aspect Team

Rodolph
Rodolph
Overall rating
  • Industry: Computer Hardware
  • Company size: 10,000+ Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Management

Reviewed on 2019/12/16

A greate tool on-line, to have were we can track and set up all kind of the employees information

A greate tool on-line, to have were we can track and set up all kind of the employees information

Pros

In my organitation, we didn't have any way to know if we were working or not, this tool have help the management team to know the production of the employees

Cons

Some times we have problemas to open some of the task that this tool , and when we see the reports theres no info about it

Josh
Josh
Overall rating
  • Industry: Investment Management
  • Company size: 51–200 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Helpful Tracker

Reviewed on 2019/09/25

Very good, knowledgable staff. Program could work out for our needs

Very good, knowledgable staff. Program could work out for our needs

Pros

Workforce management software enables us to keep overtime down and see how many hours everyone is working

Cons

Not sure how useful some of the hours worked data is as it also depends on how productive people are too

Verified Reviewer
Overall rating
  • Industry: Airlines/Aviation
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

The logic makes sense, I wish the process for defining holiday factors and forecasting was...

Reviewed on 2018/04/24

Pros

I like that it provides a system of record for schedule management, measuring forecast accuracy, and exporting valuable data on our contact center.

Cons

I wish the forecasting wizard was more robust. Our industry is heavily influenced by weather and we have not been successful using the forecast wizard for the "art" portion of a forecast. We will soon be launching multi-channel and we have heard a lot of things about multi-channel performance not working very well for forecasting, Aspect is having a hard time pairing us with one of their Customers who is successfully using it in that way.

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that the tool is helping you with schedule management and accessing valuable data in your contact center. We also appreciate your feedback on the forecasting specifically for weather changes as well as multi-channel. We will forward your input on to our internal teams and will circle back with a more detailed response. Feel free to reach out to me directly if you'd like me to put you in touch with one of our product or implementation experts. -Shelley Hofman, Aspect Software, [email protected].

Verified Reviewer
Overall rating
  • Industry: Insurance
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The software

Reviewed on 2018/04/24

Pros

There is a lot you can do with the software. There is a lot you can do with creative scheduling. The tracking and reporting are great too. The WFO UI is easy to navigate.

Cons

Because you can do so much and it is so cusomizable, missing one step or checking the wrong box can cause problems. There are many useful canned reports, but more customizable reporting would be good.

Response from Alvaria

Thank you for your review of Aspect Workforce Management and your high rating! We are pleased to hear that you like the tracking, reporting and UI. And we appreciate your feedback on the customization. Your input is important to us and we'll make sure to forward this on to our internal teams for review.
-The Aspect Team

Shannon
Overall rating
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

I'm a longtime user and find the system easy to understand and use the more time goes by.

Reviewed on 2018/04/25

Pros

I find most of the Workforce Management features intuitive and easy to navigate. I rely on the Help file to refresh my memory on certain definitions or functions, and most of the time it is very helpful and beneficial and gives clear explanations. There are a handful of areas that are lacking in clear definition, but they are not commonly used so it's not a huge issue. The onsite support and training from Aspect consultants is extremely helpful, as every consultant is easily able to understand our struggles and business practices.

Cons

Not directly about the software, but my company has experienced some customer service woes when issues or concerns are reported to Aspect, in terms of the speed of response and sense of urgency to resolve. Our concerns have been voiced loudly enough though that the concerns are being addressed and mitigated now, so I am optimistic about the future.

Response from Alvaria

Shannon - thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed positive and constructive feedback and will make sure to forward it on to our internal teams so we can continue to improve how we serve customers. Thanks again! -The Aspect Team

Laurie
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

For the most part I like eWFM, I would like to see additional features, querying the DB is hard

Reviewed on 2017/05/07

I get a lot of benefits from this software. We get scheduling benefits and tracking benefits and we...

I get a lot of benefits from this software. We get scheduling benefits and tracking benefits and we get the benefits from the IDP's. I think we would benefit a lot from the using the scheduling scenarios more. We also get benefits from reporting.

Pros

I like the scheduling. And I like the IDP's and that I can build multiple IDP scenarios. I also like that I can configure the superstates. And I like that I can create multiple schedule scenarios.

Cons

querying the database. It is really hard to query the database. It would be helpful if there was online training or some kind of training or a class or an online class. Or even if someone from Aspect could come in a help.

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback on querying the database and training, and we have forwarded all of your comments on to our internal teams so that we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Added note: our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities. Check it out when you have time!

James
Overall rating
  • Industry: Retail
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Top of the Line Service, Product Features Set it Apart from All Others

Reviewed on 2021/09/24

Overall the best company I have dealt with when it comes to listening to the voice of the customer....

Overall the best company I have dealt with when it comes to listening to the voice of the customer. Unlike Verint, Calabrio or IEX, they are more interested in you being successful and less about trying to sell you something.

Pros

Best WFM Software on the market. Beats other products hands down in forecasting, scheduling, reporting and employee engagement. Best support of any WFM platform I have seen. Truly engaged with the customers.

Cons

Aspect/Alvaria needs to be a better job and being pro-active in training and teaching it's users how to get the most from their products. They have made some improvement in this space recently but still have some hills to climb.

Thomas
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Large suite, lots of possibilities

Reviewed on 2017/05/08

Automation at several levels.. but always looking for more.

Automation at several levels.. but always looking for more.

Pros

good for manual pattern tracking, fast schedule generation, great for simple break optimization if you IDPs have been keep up-to-date.

Cons

We have a ton of groups that need to be maintained. There are still lots of opportunities for increasing efficiency within the software. When I need to do something.. I need to do it for dozens or hundreds of groups.. for dozen's or hundreds of times. This is software... Help us eliminate some more of the tedious work.

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We are glad to hear that you like the fast schedule generation and simple break optimziation, and are sorry that maintaining your groups has not been an easy process.

We appreciate your feedback and we have forwarded your comments on to our internal teams. Your account manager should be in touch soon regarding how we can make your experience with our solutions better.

Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Spencer
Spencer
Overall rating
  • Industry: Banking
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Working with ease

Reviewed on 2018/09/18

Pros

The software allows to edit segments of time in an easy way. The various segments allow for imputing time for overtime, projects, and many other features

Cons

Sometimes the time it takes to have the system updated to reflect changes is just too long.

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management and for the high marks! We are pleased to hear that it is easy to use and appreciate your feedback on the system updates as well. We will forward this information on to our product teams so we can continually improve our solutions. -Aspect Software

Travis
Overall rating
  • Industry: Consumer Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

The Classic Phone Center Software

Reviewed on 2018/11/14

Great solution for forecasting and scheduling traditional inbound phone operations

Great solution for forecasting and scheduling traditional inbound phone operations

Pros

Nice suite of tools for Forecasting and Scheduling for the contact center. Options to forecast long term and short. Precise intraday staffing looks. Scheduling tools to manage long range base position and request management.

Cons

Limited support for non-phone forecasting and staffing. Difficult to care for the scheduling needs in a global 'Gig' economy

Response from Alvaria

Travis, thank you for taking the time to review Aspect WFM. I have great news to share with you. We actually roiled our multi- channel/ non-voice scheduling and forecast in Aspect WFM as part of our 2016 release, and have been enhancing those features in every release. We are also adding brand new functionality to help manage the gig work in a more effective way. We look forward to your company upgrading to our most recently release so you can take advantage of these improvements. Thanks again for your review and your business! - Chrissy Cowell, Director, Workforce Optimization, Product Management

Ann
Overall rating
  • Industry: Transportation/Trucking/Railroad
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Documentation is poor; Very robust tool

Reviewed on 2017/05/07

Better management of staff

Better management of staff

Pros

Very customizable for our crazy union/labor rules. I like that there are many ways to get to the same outcome. I learn something new every day with this product.
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Cons

Documentation is very poor. It takes a lot of hunting around to figure out issues.
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Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We are happy that you find the tool robust that works well for your union rules. And we have taken note on your feedback on documentation. We appreciate your feedback and we have forwarded your all comments on to our internal teams so that we can better support you.. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Added note: our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities. If you haven't tried it yet, check it out!

Laura
Overall rating
  • Industry: Wireless
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Product is easy to use, however support and "help" is not very reliable.

Reviewed on 2017/05/09

Pros

The product is easy of use and customer friendly. We were recently upgraded to 8.1 and the change was seamless. Training support came onsite to walk us through post upgrade. The support person was very helpful

Cons

When we do have questions, we have trouble finding answers via the help function or if we have to call the help desk, they often don't have the answers or take long to find the answers for us. The ASUGA is more helpful with that respect

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Added note: Did you know that our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities? It may be a great resource for you and your team.

Jack
Overall rating
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Very capable software

Reviewed on 2019/01/04

The cons that I have listed above really are minor in comparison with the pros. I'd highly...

The cons that I have listed above really are minor in comparison with the pros. I'd highly recommend Aspect Workforce Management as a tool to anyone.

Pros

- Ease of use / user friendly
- Regular updates
- Many functions that other software lacks (copy and paste functionality for example)
- Easily export data in multiple formats

Cons

- A little dated in comparison with some other software I have used
- Automatic log outs

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that you like the ease of use and would recommend the tool to anyone. In response to the software being dated, you might not be on the latest version. In 2016 we dramatically updated the interface and many customers really like it. You can see what that looks like here: https://www.aspect.com/solutions/workforce-optimization/workforce-management-software. Thanks again for your feedback. We will forward it on internally for review. -The Aspect Team

Victoria
Overall rating
  • Industry: Financial Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

WFM has been a great product and have been a User for over 13 years now.

Reviewed on 2017/05/07

Product provides the support needed to staff multiple departments and multiple setups. It's a good...

Product provides the support needed to staff multiple departments and multiple setups. It's a good database.

Pros

I like that WFM is used in majority of industries and can integrate with many and multiple ACDs. I especially appreciate the customer service received when I make calls for technical services.

Cons

When configuring segment codes and all the attached items, it seems a bit convoluted. It is easy to miss steps within the system and even RTA when creating a new segment code.

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We are so happy that WFM has been such a great product for you for over 13 years! We also appreciate your feedback on configuring segments and have forwarded your comments on to our internal teams so we can continually improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Kary
Overall rating
  • Industry: Insurance
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great product and support. There are a few items that need enhancement

Reviewed on 2017/05/08

Increased efficiency, schedule flexibility, agent satisfaction (mobile app)

Increased efficiency, schedule flexibility, agent satisfaction (mobile app)

Pros

Ease of use for Core product. The flexibility to control access as well as being creative in routing sets.

Cons

Changes to WFO for regular users. Changes are positive however they are not user friendly for those that do not have a strong WFM background. Requires a lot of in depth training. Several features need to be enhanced to mirror the core product features - sorting, saving preferences (columns, employee selection, etc).

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We are thrilled to get the high marks, and appreciate the constructive feedback as well. We have forwarded your comments on to our internal teams so we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Angie
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Overall good

Reviewed on 2018/04/25

Pros

I like the configurability and flexibility that it offers. We have the suite of products, which helps with the user experience

Cons

There is no great multi-channel solution. We need a multi-channel IDP to effectively manage our time off/time on options that run through checker.

Response from Alvaria

Angie - thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that you like the configurability and flexibility, and also appreciate your feedback on the multi-channel feature. Your input is important to us and will be forwarded to our internal teams for review so we can continue to improve our solutions. -The Aspect Team

Jason
Overall rating
  • Industry: Retail
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

I've used for years and there are ups and downs. Staffing and scheduling is great but...

Reviewed on 2017/05/07

Unified IP lets us collect all of our contacts in one spot. Real time dashboards also help our...

Unified IP lets us collect all of our contacts in one spot. Real time dashboards also help our agents aware of their performance as well as the company performance in real time views.

Pros

Staffing and scheduling and that we have this integrated throughout. The fact that we can run all our contacts through the system is a great feature

Cons

Forecasting is outdated. It's not as accurate as it used to be and the Erlang C model is the way of the past. Alternative forecasting models would be better

Response from Alvaria

Thank you for taking the time to review Aspect Workforce Management. We appreciate both your positive and constructive feedback. Your comments have been forwarded on to our internal teams so that we can continually improve our solutions and how we serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team