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 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.
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.
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.
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!
The company as a whole reduced time spent on scheduling/headcount management by roughly a third, allowing us to reallocate that time. I was able to consolidate forecasting and scheduling from a number of different Excel workbooks into a single portal, reducing time spent and stress level immensely.
Ease of management. A call center of 100+ can be managed by one dedicated person, and configuring supervisor/management access is extremely easy. The updated web portal (Workforce Optimization) is organized and sharp, with more features in the pipeline
There is a LOT here. Without attention to detail and either good notes or memory, it's entirely possible to miss one item that has larger repercussions. Good news is that it's never too late to fix errors, and the support team I've worked with has been amazing about answering any question I have.
Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear such good feedback from SecurityCoverage, and we¿re so happy that the solution saves time, reduces stress and improves productivity!
We appreciate your feedback and we have forwarded your comments on to our internal teams to review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
Automation at several levels.. but always looking for more.
good for manual pattern tracking, fast schedule generation, great for simple break optimization if you IDPs have been keep up-to-date.
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.
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
Contact sales for pricing information and a quote.
Voici quelques-unes des questions fréquentes sur 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.
Fonctionnalités du logiciel Aspect Workforce Management :
Utilisateurs habituels du logiciel Aspect Workforce Management :
Grandes entreprises, Entreprises de taille moyenne
Langues dans lesquelles Aspect Workforce Management est disponible :
chinois (simplifié), chinois (traditionnel), anglais, français, allemand, japonais, coréen, portugais, russe, espagnol
Types de licences disponibles pour Aspect Workforce Management:
Appareils pris en charge par Aspect Workforce Management :
Android, iPhone, iPad
Applications s'intégrant à Aspect Workforce Management :
Aspect Zipwire, Branch Messenger, Bright Pattern
Ressources d'aide disponibles pour Aspect Workforce Management :
Support en ligne