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

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.

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.

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

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.

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

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.

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

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.

More than welcome with the improvements shown lately.

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.

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.

Accurate call recordings and great search capabilities.

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

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

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

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.

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.

Ease of use, accessibility to calls, and reliability.

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.

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.

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

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

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

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.

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

It does not capture 100% of all interactions

The quality management team likes the ability to score and share the details with the agents and supervisors. Scoring feature is user friendly.

AS I mentioned above, upstream system's inability to send the metadata in an efficient manner basically reduces the tool's capabilities.

I love that it allows people work smart.

With the software, i can track the number of interactions, giving me a clear picture of whether I've reached the day's target and if not, am able to tell how much more effort to put to achieve my target.

I haven't had a bad experience with it.

Reports and formats are most friendly. the info is share to team easier. Hability to coaching quick.

Hard implementation because our pbx is Avaya and old. Initial reporting not functioning correctly...

dependability, it allows for very good final user acceptance, and overall system performance. Agent adaptation was great

Very slow during initial setup process, going from NICE to Aspect we had to learn to adapt but it has help eliminate a lot of EXCEL

it is a good system anyway

every time I go for coaching with my supervisor and I listen to my recorded calls, it gives me a chance to improve.

Sometimes my team leader tells me some calls have not been recorded or are recorded with poor voice quality