Workforce management for on-premise, hosted or in the cloud4.2/5 (225 reviews)
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.
Configurable, robust, and integrated tool with Performance Management and Quality Management. Forecasting and real time management of agents.
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.
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.
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
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.
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.
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.
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.
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
Overall it has been a positive experience.
The program is easy to use and flexible to customize in house and problem solve.
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.
I like that it provides a system of record for schedule management, measuring forecast accuracy, and exporting valuable data on our contact center.
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.
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]
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Below are some frequently asked questions for Aspect Workforce Management.
Aspect Workforce Management offers the following pricing plans:
Pricing model: Subscription
Free Trial: Not Available
Contact sales for pricing information and a quote.
Aspect Workforce Management offers the following features:
Aspect Workforce Management has the following typical customers:
Large Enterprises, Mid Size Business
Aspect Workforce Management supports the following languages:
Chinese (Simplified), Chinese (Traditional), English, French, German, Japanese, Korean, Portuguese, Russian, Spanish
Aspect Workforce Management has the following pricing plans:
Aspect Workforce Management supports the following devices:
Android, iPhone, iPad
Aspect Workforce Management integrates with the following applications:
Aspect Workforce Management offers the following support options: