Aspect Workforce Management - Prix, fonctionnalités, avis et comparateur de logiciels

Aspect Workforce Management

Cloud-based workforce management platform with self-service

4.2/5 (166 avis)

Aspect Workforce Management - Présentation

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.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

États-Unis

Langues

chinois (simplifié), chinois (traditionnel), anglais, français, allemand et 5 autres, japonais, coréen, portugais, russe, espagnol

Aspect Workforce Management - Avis

Note globale
4.2/5
90% d'avis positifs
53
Excellent
96
Très bien
15
Moyen
2
Médiocre
0
Horrible
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 07/05/2017
Provenance de l'avis : Capterra

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

Avantages

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.

Inconvénients

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.

Réponse de 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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 07/05/2017
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 25/04/2018
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Réponse de 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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 24/04/2018
Provenance de l'avis : Capterra

Avantages

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

Inconvénients

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.

Réponse de 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, shelley.hofman@aspect.com.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 07/05/2017
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Réponse de Aspect Software

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!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

Aspect Workforce Management - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Contact sales for pricing information and a quote.

Aspect Workforce Management - Fonctionnalités

  • Portail employés
  • Rapports personnalisables
  • Tableau de bord d'activités

  • API
  • Base de données des employés
  • Demande de congés
  • Gestion de la conformité
  • Gestion des employés
  • Gestion des recrutements
  • Importation et exportation de données
  • Intégration de tiers
  • Notifications automatiques
  • Portail des employés
  • Rappels automatiques
  • Rapports en temps réel
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Suivi des activités
  • Suivi des candidaturess
  • Suivi du temps et des absences

Plus d'informations sur Aspect Workforce Management

Aspect Workforce Management - Principales fonctionnalités

  • 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

Avantages

  • Aspect Workforce Management in the Cloud 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, plus Aspect Workforce Management in the Cloud is also fully integrated with Aspect Zipwire and Outbound Cloud
    solutions.
  • Aspect Workforce Management - FAQ

    Voici quelques-unes des questions fréquentes sur Aspect Workforce Management.

    Q. Quels sont les types de licence disponibles pour Aspect Workforce Management ?

    Types de licences disponibles pour Aspect Workforce Management :

    Type de licence: Abonnement

    version d'essai gratuite: Non disponible

    Contact sales for pricing information and a quote.

    Q. Quelles sont les principales fonctionnalités du logiciel Aspect Workforce Management ?

    Fonctionnalités du logiciel 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

    Q. Qui utilise Aspect Workforce Management ?

    Utilisateurs habituels du logiciel Aspect Workforce Management :

    Grandes entreprises, Entreprises de taille moyenne

    Q. Dans quelles langues Aspect Workforce Management est-il disponible ?

    Langues dans lesquelles Aspect Workforce Management est disponible :

    chinois (simplifié), chinois (traditionnel), anglais, français, allemand, japonais, coréen, portugais, russe, espagnol

    Q. Quels sont les types de licence disponibles pour Aspect Workforce Management ?

    Types de licences disponibles pour Aspect Workforce Management:

    Abonnement

    Q. Aspect Workforce Management prend-il en charge les appareils mobiles ?

    Appareils pris en charge par Aspect Workforce Management :

    Android, iPhone, iPad

    Q. Avec quelles applications Aspect Workforce Management peut-il s'intégrer ?

    Applications s'intégrant à Aspect Workforce Management :

    Aspect Zipwire, Branch Messenger, Bright Pattern

    Q. Quelles sont les ressources d'aide disponibles pour Aspect Workforce Management ?

    Ressources d'aide disponibles pour Aspect Workforce Management :

    Support en ligne

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