About Aspect Workforce Management

Aspect Workforce Management is an employee management solution for midsize to high volume call centers that can be deployed on-premise or hosted in the cloud. 

Aspect Workforce Management enables users to forecast staffing requirements across all customer-facing inbound, outbound, and back office resources in call centers. The solution allows for scheduling of voice, multi-session chat, email, social media and other interaction channels. It can also generate automatic historical pattern updates and calculation of shrinkage.

The solution includes an employee self-service portal that is also accessible through the mobile app available for iOS and Android devices. Employees can enter scheduling preferences, trade shifts, request time off and view th...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

235 Reviews of Aspect Workforce Management

Average User Ratings

Overall

4.20 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(81)

81

4 stars

(125)

125

3 stars

(25)

25

2 stars

(3)

3

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 235 results

January 2019

Ellen from Sykes

Verified Reviewer

Company Size: 10,000+ employees

Industry: Outsourcing/Offshoring

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

January 2019

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.

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

Replied January 2019

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

July 2019

Abad from JetBlue Airways

Company Size: 10,000+ employees

Industry: Airlines/Aviation

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

July 2019

Great Product, Some improvements needed

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.

Reasons for Choosing Aspect Workforce Management

Tool we already had experience with and would only require frontline change management.

Reasons for Switching to Aspect Workforce Management

We were already working for WFM for forecasting and decided to adopt the rest of the tools, APM & AQM.

May 2017

Thomas from Apple

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

4.0

Functionality

3.0

May 2017

Large suite, lots of possibilities

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

Replied June 2017

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

April 2018

Anonymous

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

April 2018

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

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

Replied April 2018

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.

September 2018

Elvira from AZER TURK BANK OJSC

Verified Reviewer

Company Size: 201-500 employees

Industry: Banking

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

September 2018

Efficient tool for consumer engagement and workforce optimization

Pros

I think forecasting feature is my most liked feature in Aspect. It saves time and gives the opportunity to react business needs very quickly. Aspect Workforce Management is essential platform for all kind of businesses. In order to be successful in the market you need to make sales and of course for high sales you need many customers. In orders to gain many customers the key factor is customer satisfaction. Aspect Workforce Management helps businesses to reach high customer satisfaction with less effort. Aspect gains it with a lot of rich features and smart predictions.

Cons

What I dislike is speed problem on Aspect servers. It is not permanent problem but sometimes you can observe overloading and as a result response rate of running tasks slows down due to high volume of requests to server.

Response from Aspect Software

Replied September 2018

Elvira, thank you for taking the time to review Aspect Workforce Management and the high rating! We are so glad you like the forecasting and that it helps you to reach high customer service with less effort. We also appreciate your feedback on the speed of the system which could be due to WFM or due other network constraints as well. We appreciate the feedback and will forward it on to our product team. -Aspect Software