Aspect Workforce Management

Aspect Workforce Management

Workforce management for on-premise, hosted or in the cloud

4.2/5 (225 reviews)

Aspect Workforce Management Overview

Aspect Workforce Management, both localized and in the Cloud versions, is a staff resourcing solution designed to support contact center supervisors, agents and employees alike. The system promises to help organizations balance staffing supply with service demand using mathematically accurate forecasting of workforce requirements, leveraging unlimited "what-if" scenario modeling to understand the impact of planned resourcing strategies. In addition, the software handles the scheduling and real time tracking of all inbound or outbound, blended and back office staffing resources – including voice, email, chat, social media channels and more. The system then issues real time alerts to flag up when performance levels fail to meet defined thresholds.

Web-based self service options go on to keep agents engaged when on the move, while responsive mobile access is supported via native Workforce Mobile apps for smartphones. A touch-tone IVR option also allows agents and supervisors to view or manipulate schedules on the fly from any location, while encouraging employees themselves to take an active role in setting their own scheduling preferences. All of these features are wrapped in what Aspect calls a "modern" dashboard UI that promises simple, intuitive widget-based operation, accessible within all major web browsers.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

United States

Supported Languages

Chinese (Simplified), Chinese (Traditional), English, French, German and 5 others, Japanese, Korean, Portuguese, Russian, Spanish

Aspect Workforce Management Reviews

Overall rating
4.2/5
87% positive reviews
74
Excellent
122
Very good
25
Average
3
Poor
1
Terrible
Stefanie R.

The overall experience with the tool has been positive allowing us to support a virtual workforce.

Used Daily for 2+ years
Reviewed on 2017/05/07
Review Source: Capterra

Configurable, robust, and integrated tool with Performance Management and Quality Management. Forecasting and real time management of agents.

Pros

The system if very configurable and you are able to run rules against the business specific needs by various teams or work groups. System is robust from the backend of the tool. The system is very stable and runs with out issue on the WFM product. Being configurable adds to the complexity of the system, so this inherently lowers the ease of use of the product as rules have various touch points.

Cons

The architecture is older, reporting capabilities need upgrading. The ability to support a multichannel environment and run the scheduling of agents around the specific real time rules is in need of work and capabilities. Would like to see additional roles available to allow access to different parts of the system instead of being held to 3 basic categories. Integrations and support of the various products are often supported by different groups and cross knowledge when needing support of the tools can be a challenge.

Response from Aspect Software

Thanks Stefanie for the positive and constructive feedback. We look forward to continuing to work with your team to implement WFM multi-channel functionality and our newest versions of Performance and Quality Management capabilities. -The Aspect Team

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Bradley K.

Overall Aspect WFM provides a great way to add value and helps us achieve many if not all our goals.

Used Daily for 2+ years
Reviewed on 2017/05/07
Review Source: Capterra

Pros

The thing I like most about the software is that you can pretty much do anything you want with data to find any root cause or reporting issues. Also I enjoy the user interface and that Aspect tries to find ways to make things easier for the user. Overall the company I work with is built off of having good data and that is what I value most from Aspect. Finally I find Aspect's customer (associate) obsession to be far in superior to many other WFM clients. They try to make things not only better for reporting but also on the end user of the product (customer associate representative). They find ways to improve visibility, use, and functionality to this part of the WFM users.

Cons

The thing I like least about the software is having the flexibility to make any adjustments onsite or having not strong enough support to support the company I work for. Although Aspect has a great interface I'd like to see them expand on their customer support and ways for users to learn. Although the forums and online trainings are helpful I'd like to see more ways for the users to gain more knowledge in the different tools and communication channels that Aspect has.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Shannon S.

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

Used Daily for 2+ years
Reviewed on 2018/04/25
Review Source: Capterra

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 Aspect Software

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Abad O.

Great Product, Some improvements needed

Used Daily for 2+ years
Reviewed on 2019/07/30
Review Source: Capterra

Overall it has been a positive experience.

Pros

The program is easy to use and flexible to customize in house and problem solve.

Cons

There are some items and limitations with the difference between the mobile workforce and the desktop version that are currently now starting to align but need to better align.

Also the processing power of processing thousands of requests seem to cause lots of latency and almost brings the tool to a hault.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Verified Reviewer

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

Used Daily for 2+ years
Reviewed on 2018/04/24
Review Source: Capterra

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 Aspect Software

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]

Rating breakdown

Value for Money
Ease of Use
Customer Support

Aspect Workforce Management Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Contact sales for pricing information and a quote.

Aspect Workforce Management Features

  • Activity Dashboard
  • Customizable Reporting
  • Employee Self Service
  • Self Service Portal

  • API
  • Activity Tracking
  • Applicant Tracking
  • Automatic Notifications
  • Automatic Reminders
  • Customizable Branding
  • Data Import/Export
  • Employee Database
  • Employee Management
  • Employee Onboarding
  • Employee Portal
  • Performance Management
  • Real Time Reporting
  • Recruiting Management
  • Reporting & Statistics
  • Third Party Integration

Additional information for Aspect Workforce Management

Key features of Aspect Workforce Management

  • Adherence monitoring
  • Agents / supervisor self service
  • Custom schedule reports
  • Dashboard views
  • Employee scheduling
  • Historical pattern updates
  • Mobile workforce control
  • Multi-channel communication
  • Multi-channel simulator
  • Multi-language support
  • Real time alerts
  • Real time tracking
  • Self service staff scheduling
  • Shift templates
  • Staff resource forecasting
  • Strategic planning
  • Unlimited "what-if" scenarios
  • Web-based GUI access
  • Workforce Mobile support
  • Workforce analytics
  • Zipwire / Outbound Cloud integration

Benefits

  • Aspect Workforce Management centralizes the core staff resourcing features, allowing agents and supervisors to allocate the right numbers and types of people at all times with a view on meeting key service performance indicators.
  • Organizations can use the software to model and evaluate multiple staffing scenarios using strategic “what-if” analysis, along with leveraging multi-skill forecasting and scheduling tools when determining optimal skill combinations for assigned staffing.
  • Shift schedules can be created around employee preferences, pre-existing shift templates or according to work/equity rules, while a browser-based agent self-service facilitates schedule swapping, sequential shift bidding and more.
  • Minimize contact center complexity with a single integrated solution that can also determine the optimal staffing levels for channels such as inbound voice, outbound voice, chat, email and social media channels.
  • Support mobile agent and staff access beyond the browser with native responsive apps for leading smartphone platforms.
  • Aspect Workforce Management FAQs

    Below are some frequently asked questions for Aspect Workforce Management.

    Q. What type of pricing plans does Aspect Workforce Management offer?

    Aspect Workforce Management offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Not Available

    Contact sales for pricing information and a quote.

    Q. What are the main features of Aspect Workforce Management?

    Aspect Workforce Management offers the following features:

    • Adherence monitoring
    • Agents / supervisor self service
    • Custom schedule reports
    • Dashboard views
    • Employee scheduling
    • Historical pattern updates
    • Mobile workforce control
    • Multi-channel communication
    • Multi-channel simulator
    • Multi-language support
    • Real time alerts
    • Real time tracking
    • Self service staff scheduling
    • Shift templates
    • Staff resource forecasting
    • Strategic planning
    • Unlimited "what-if" scenarios
    • Web-based GUI access
    • Workforce Mobile support
    • Workforce analytics
    • Zipwire / Outbound Cloud integration

    Q. Who are the typical users of Aspect Workforce Management?

    Aspect Workforce Management has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Aspect Workforce Management support?

    Aspect Workforce Management supports the following languages:

    Chinese (Simplified), Chinese (Traditional), English, French, German, Japanese, Korean, Portuguese, Russian, Spanish

    Q. What type of pricing plans does Aspect Workforce Management offer?

    Aspect Workforce Management has the following pricing plans:

    Subscription

    Q. Does Aspect Workforce Management support mobile devices?

    Aspect Workforce Management supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Aspect Workforce Management integrate with?

    Aspect Workforce Management integrates with the following applications:

    Bright Pattern

    Q. What level of support does Aspect Workforce Management offer?

    Aspect Workforce Management offers the following support options:

    Online Support