Aspect Workforce Management

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

4,2 /5 (234 reviews) Write a Review!

Aspect Workforce Management Overview

What is Aspect Workforce Management?

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.

Aspect Workforce Management Overview

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

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

Media

Aspect Workforce Management screenshot: Aspect Workforce Management screenshot:

Aspect Workforce Management Reviews

Aspect Workforce Management Reviews

Overall rating
4,2
/
5
Excellent
80

Very good
125

Average
25

Poor
3

Terrible
1

Value for Money
3,8
Features
4,1
Ease of Use
3,9
Customer Support
3,9
88% recommended this app
Ellen R.

Excellent Work Force Manegement tool

I have had very good experiences with this product overall. Support when needed, the sheer customization, the overall feel of the program, the time it saves me for various tasks in maximizing my workload each day.


Abad O.

Great Product, Some improvements needed

Overall it has been a positive experience.


Thaddeus2 N.

Aspect for your Workforce Needs

I use it daily on my job for schedules, requests for time off. I find it an an awesome tool.


Thomas C.

Large suite, lots of possibilities

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


Bernard G.

Good solution but losing ground

I worked for Aspect and have recommended it to clients. It still is very good


Ellen R.
Industry: Outsourcing/Offshoring
Company size: 10 000+ Employees

Excellent Work Force Manegement tool

Used Daily for 2+ years
Reviewed on 2019/01/04
Review Source: Capterra

I have had very good experiences with this product overall. Support when needed, the sheer customization, the overall feel of the program, the time it saves me for various tasks in maximizing my workload each day.

Pros

The software is easy to use, and is very customizable. There is a lot of support when needed. I've used other products before and prefer this software over others because of the multifaceted capabilities of this program

Cons

I want to give cons for a much balanced review, however I find it difficult to find anything I dislike about the program. It is so customizable, that if I were to say I didn't prefer the colors, I can customize those too! When I switched over from other programs, Aspect Workforce Management program saved me so much time, and is very easy to use. Tons of time was saved in my workload.

Response from Aspect Software

Thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed feedback and the high marks! -The Aspect Team

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Abad O.
Industry: Airlines/Aviation
Company size: 10 000+ Employees

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

Thaddeus2 N.
Industry: Telecommunications
Company size: 10 000+ Employees

Aspect for your Workforce Needs

Used Daily for 2+ years
Reviewed on 2020/10/09
Review Source: Capterra

I use it daily on my job for schedules, requests for time off. I find it an an awesome tool.

Pros

Aspect is great as it's very flexible. You can schedule individuals, teams, the entire company. Users can easily request time off and look at balances.

Cons

It does require some extensive training but once mastered it's a very valuable tool. The user interface is a bit to understand at first but quickly becomes easy.

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

Thomas C.

Large suite, lots of possibilities

Used Daily for 2+ years
Reviewed on 2017/05/08
Review Source: Capterra

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 Aspect Software

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Bernard G.
Industry: Telecommunications
Company size: 2-10 Employees

Good solution but losing ground

Used Other for 2+ years
Reviewed on 2020/07/18
Review Source: Capterra

I worked for Aspect and have recommended it to clients. It still is very good

Pros

It is fully featured but is no longer as strong as when they acquired TCS management. It is losing out to InContact

Cons

Very complex solution that requires system integration to get it to work well but does have a rich feature set

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

User recommendation
8,2/10
Based on 234 user ratings
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Aspect Workforce Management Pricing

Aspect Workforce Management Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact sales for pricing information and a quote.

Contact sales for pricing information and a quote.

Value for Money
3,8/5
Based on 234 user ratings
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Aspect Workforce Management Features

Aspect Workforce Management Features

API
Activity Dashboard
Activity Tracking
Applicant Tracking
Automatic Notifications
Customizable Branding
Customizable Reporting
Data Import/Export
Employee Database
Employee Management
Employee Onboarding
Employee Portal
Employee Self Service
Performance Management
Real Time Reporting
Recruitment Management
Reminders
Reporting & Statistics
Self Service Portal
Third Party Integration
Features
4,1/5
Based on 234 user ratings
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Categories

Additional information for Aspect Workforce Management

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

    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