Aspect Quality 2026: Benefits, Features & Pricing

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Overview
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Pricing and Plans
Features
User Reviews
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Overview

Aspect Quality

4.4

(15)

Pricing

Pricing available upon request

About Aspect Quality

Alvaria Quality is a call center quality management solution providing effective ways to assess quality of voice and text-based customer interactions from multiple sources of quality including supervisors, QA analysts, customers, and others. These features help small, medium and large enterprises improve customer satisfaction, improve agent effectiveness and comply with increasing legal requirements and security concerns.

Aspect Quality Screenshots

Aspect Quality Pricing and Plans

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Aspect Quality Features

Popular features found in Call Recording
Activity Dashboard
Automatic Call Distribution
Call Center Management
Call Monitoring
Call Tagging
Call Transcription
Computer Telephony Integration
Event Triggered Actions
File Transfer
Interaction Tracking
IVR
Recording
More features of Aspect Quality
Alerts/Notifications
Archiving & Retention
Call Reporting
Call Tracking
Performance Metrics
Real-Time Data
Real-Time Monitoring

Aspect Quality User Reviews

Overall Rating

4.4

Ratings Breakdown

53%

40%

Secondary Ratings

Ease of Use

4.4

Value for money

4.2

Customer support

3.8

Functionality

4.3

Elias Alirio M.

Verified reviewer

Telecommunications

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed July 2019

Great visual for schedules

I like this product since it helps people keep track of their activities.

Ratings Breakdown

Ease of use

Functionality

Pros:

I like that segments for different activities in the day can be color coded so they are easily recognizable by people. I also find the fact that memos can be included in the segments very useful since this can tell workers what they need to do when they do not have access to emails for security reasons making communication overall extremely easy.

Cons:

The only issue that I have encountered is that at times when people input the wrong password to access their schedule, it blocks them from accessing. This has required in my experience that they close their browser, which can make the whole start of the shift complicated to some of them. If employees use web based software in the browser they opened it in, they may need to reopen the whole thing.

Robert G.

Used daily for more than 2 years

Review source

Reviewed April 2018

Good experience, its a flagship product for qualithy management

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The UI is very intiuitive and easy to use, They have a solid product; however it's very difficult to get customer issues resolved. They pay well, however they are very difficult to deal with on actually getting paid your bonus, you have to fight with them on every metric to prove you accomplished it. It's a technology company owned by venture capitalists." We always fair in treatment - they were very understanding when I was let go and had a great severance package" The incredible amount of knowlegde and training I have obtained. I have had an opportunity to work at the largest banks in the world and have them listen to what I have to say at the age of 33. Multiple campuses to support and worked there during a complete cutover of networking, great challenge

Cons:

Some of the integration from the on premise solution to the hosted/cloud needs some work with some of the other integration points (i.e. zipwire, and AQM classic ) needs to sundown the classic so you as a customer dont have ton continue to manage two systems.

Allison C.

Used daily for less than 12 months

Review source

Reviewed June 2017

The Aspect Quality Management tool has been quite disappointing since moving to the cloud. Not good.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like the ease of use, and how user-friendly it is to create searches, play call recordings, and score calls.

Cons:

The fact that since we have moved to the cloud we do not have the ability to play screen recordings in AQM is very disappointing. AQM has been our primary Quality Monitoring tool, and now it does not work for our needs. I am glad that we have WFO, but I still think AQM should carry the same functionality.

Vendor Response

Thank you for your review of Aspect Quality Management. We are sorry to hear that you are not satisfied with the product. We have forwarded your comments to our internal teams and will have your Account Team reach out ASAP to see how we can better serve you. Thank you for the feedback. We really appreciate it so that we can continually improve our solutions. -The Aspect Team

Replied June 2017

Allison C.

Used daily for more than 2 years

Review source

Reviewed May 2018

Easy to use, everything in one place, great layout.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I enjoy the ease of maneuvering around the application. The layout is great, both aesthetically and functionally.

Cons:

The 30 minute timeout, regardless of whether you're active or not, is incredibly inconvenient. I have, on multiple occasions, been in the middle of creating a template when I get kicked out, and then I have to start all over. This is very frustrating, and it doesn't make much sense to have a tool that works this way.

Vendor Response

Allison, thank you for taking the time to review Aspect Quality Management and for the high ratings! We are pleased to hear that you like the layout and ease of use. We appreciate your input on the time out issue as well. The good news is that it looks to be a configurable setting. Our QM product manager will be reaching out to you to discuss shortly. Thank you again for input, we really appreciate it. -The Aspect Team

Replied May 2018

Loyce N.

Verified reviewer

Telecommunications

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed May 2019

AQM

It works for me. Even when i am off work, i can always check in when i get back to get the different interactions.

Ratings Breakdown

Ease of use

Functionality

Pros:

Sound is clear. Ability to monitor real time activity of employees. I love the recording bit where i can search for previous interactions with customers. The screen capture functionality is superb, keeps employees in check. Ability to search for a particular contact.

Cons:

Some times the screen capture functionality does not work, only recording audio sound. At times, not all interactions are stored yet they could be needed.

Gerald S.

Consumer Services

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed December 2018

Aspect

More than welcome with the improvements shown lately.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It has brought great enhancements, specially for those working in a contact center environment, simplifying a lot of data in a few seconds, provides accurate data in terms of retrieving staffing, call volume, and trends, this tool is key for businesses successful since it brings everything summarized in this tool , additionally reports taken from the tool guarantee profitability as well when it comes to present scenarios and variability to clients.

Cons:

As technology moves forwards, few of the things to be changed will be the view, not all, but certain clients are more visual to either get or give data, working on view in the tool will definitely bring more satisfaction to users.

Steve B.

Consumer Electronics

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed April 2018

Comprehensive recording/scoring system for contact center quality management

Accurate call recordings and great search capabilities.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The search and filter capabilities are very good to find the calls you are you looking for in order to review quickly

Cons:

Performance across a company network can be slow with larger recordings. Upgrade process is expensive and cumbersome.

Vendor Response

Steve - thank you for taking the time to review Aspect Quality Management and for the high marks! We are pleased to hear that you like the comprehensive recording and scoring as well as the search and filter capabilities. We also appreciate your feedback on the upgrade process. We will make sure to forward you input on to our internal teams to review. -The Aspect Team

Replied April 2018

Sandra A.

Verified reviewer

Telecommunications

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed May 2019

Serves the role

Keeping tabs on quality by listening in to recorded calls stored in AQM, it is very handy

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

AQM captures calls and has enough capacity to store as far back as a year, calls are clear when played and features are easy to find

Cons:

sometimes the calls will refuse to play and the error responses are not friendly to users, a specialist has to be the resolver

Isaac K.

Verified reviewer

Telecommunications

5001-10000 employees

Used daily for more than 2 years

Review source

Reviewed April 2019

Quality and record keeping as easy as 123...

With Aspect quality management it is easy to find out what kind of service was offered to client and find ways of making the experience even better.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I use it to keep logs of each and every conversation/ interaction between my staff and clients at all times. Comes in handy in gap identification and coaching

Cons:

It does not capture 100% of all interactions

Brandon G.

Used weekly for more than 2 years

Review source

Reviewed June 2017

Aspect's Quality Management products have been vital to our quality control.

Ease of use, accessibility to calls, and reliability.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's easy to use, intuitive, and reliable. I really like the new workforce optimization quality over the traditional AQM hosted platform, it's made numerous enhancements to benefit the users.

Cons:

I would like to see user administration out of the new WFO quality. It's currently the only reason our administrators need to access the AQM Legacy site. I'm sure Aspect is working on fully transitioning this over.

Vendor Response

Thank you for taking the time to review Aspect Quality Management. We are glad that you are finding it easy to use and that it's vital to your quality control. 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

Replied June 2017

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