functionality for the forecaster, planner, scheduler, operations and down to the call center employees

What I like about the software is that it is Customizable as departments change or organizational structure changes.

Seems like it could be simplified since it seems like it has an aged look and feel to it (core product).

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.

Aspect is horrible. We switched from on premise to hosted and then were told we needed to update our WFM but of course that came with a price. I would not recommend Aspect to anyone.

There is nothing positive to say. We have struggled with the system especially since we transitioned to hosted solution.

It does not give us everything we need. We have APM and have never been able to use it because the numbers have always been wrong.

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.

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.

Working to automate scheduling processes and make the schedulers and agents life easier in the contact center.

The scheduling module, RTA and Empower work really well for our organization. These are the best I have seen out there.

The schedule creation functionality is very difficult to utilize and the forecasting functionality also is not easy to use. Verints forecasting functionality is a lot easier to use.

The cons that I have listed above really are minor in comparison with the pros. I'd highly recommend Aspect Workforce Management as a tool to anyone.

- Ease of use / user friendly - Regular updates - Many functions that other software lacks (copy and paste functionality for example) - Easily export data in multiple formats

- A little dated in comparison with some other software I have used - Automatic log outs

The ability to set everything up from a scratch is great, you're able to set the FTEs at ease with its included calculator and have the team request what days they'll like to have off and so on. One of the better tools is you're able to run a simulation of the schedules for certain amount of weeks without making it official and it'll help you understand everything better and show it to upper management.

Creating everything from a scratch can be confusing if you don't know what you're doing but at the end it's worth it.

Flexibility in scenarios. Simple real Time management options. Data is easily exported for dynamic reporting locall.

Complexity of multi channel forecasting/scheduling. Can't add custom formulas to IDPs that use data that is already existing in the database.

Like the software, and looking forward to use it at it’s full potential

Forecasting and real time views to control our staffing

Delay I’m accessing part of the processes When having over 15,000 profiles. Need more dynamic resources

Great solution for forecasting and scheduling traditional inbound phone operations

Nice suite of tools for Forecasting and Scheduling for the contact center. Options to forecast long term and short. Precise intraday staffing looks. Scheduling tools to manage long range base position and request management.

Limited support for non-phone forecasting and staffing. Difficult to care for the scheduling needs in a global 'Gig' economy

The product is easy of use and customer friendly. We were recently upgraded to 8.1 and the change was seamless. Training support came onsite to walk us through post upgrade. The support person was very helpful

When we do have questions, we have trouble finding answers via the help function or if we have to call the help desk, they often don't have the answers or take long to find the answers for us. The ASUGA is more helpful with that respect

I like the ease on forecasting and updating patterns. With our old workforce software I had to use spreadsheets to create my forecast and then input that into the program. With Aspect I have confidence that the forecast will be accurate with the actual data that is coming in.

The Empower system is not user friendly. We are in the process of migrating to a new Aspect version and with that we will be going into WFO. I have seen demos on it and know that we will have more agent use and less frustration.

It is better than using Excel which I started with.

I like that it allows me to locate items easily with the retrieve segment option. I use this constantly in any way that I can think of to find data. I often will retrieve multiple segments and then filter the list of employees down so I can find which ones are missing a segment code for example.

I like least the feature that is missing... I could really use a feature to schedule coaching sessions bi-weekly and monthly meetings on say the third Thursday of each month.

Forecasting and scheduling efficiencies and automation. Scheduling notifications and automated reporting using autoruns save a lot of time.

WFO interface! The ability to increase self-service scheduling and customized reporting for our users.

Inflexibility with scheduling rules. We have complex union rules around agent rotation and seniority. We need to rotate scheduling requests by agent, not by schedule (e.g. we can't use the roster function)

Being able to provide my customers with the demand and schedules they need in order for them to be successful.

It's ease of use. I have used WFM over 15 years and have been able to figure out the functionality of each module within the software.

It is not as adaptable to my needs as I would like it. Some of the things that I wish I could do more effectively is to be able to use week of month factors which has been greatly needed as of late. We have used the cycle cuts as a workaround.

The new meeting opts tool to quickly schedule agents and meetings. The being able to use the cross reference feature is cool. Once you set something up its like a web try to figure out use a forecast of routing set is use etc...

Being able to forecast data with having a 5 year gap. Also the WFO piece is looking more web base and it very hard to use. The not having a arrow to flow in the software not very user friendly.

Really powerful in creating forecasts for volume, ATT, shrinkage, and schedules for our various phone teams.

Feels like it is software in the past, yester-year. We are in 2017 and need to have the power of the call forecasting, schedule, time-off management, etc. for the numerous ways our Customers contact us. Along with bringing that level of flexibility to our employees.

I like the ease of use from the administrator to the end user.

We are on the cloud and there is a limit to get access to the tables.

Empower is easy for our agents to understand. The use of most features in Aspect are easy to explain and training new hires on the use is easy.

RTA, Empower and scheduling features are incredibly easy to use and manage. My job relies very heavily on these features.

The forecasting feature does not work well in our environment. I would like to see more available conditionally formatting to improve RTA view.

Auto run features to schedule reports Forecasts accuracy is generally very good. Ability to schedule reports and download them later is a great feature. Ability to normalize for holidays is great

The slowness of the interface is a major problem. I face a lot of delays in the system It would be great to have a database connection to national holidays across countries auto incorporated.

We see an increase in schedule adherence and productivity.

Ease of use for end users, they have the ability to control their day. This frees up time for the management team as well as the WFM team (I originally ran TCS).

Need better ability to update IDP's and or system reports in real time. We are continually trying to improve our same day processes.

Has ultimately given us ability to model and forecast staffing more consistently and integrate with our real time views of performance at an agent and program level.

Integrates with our Unified IP platform from Aspect and provides single suite of products to review real time performance of call center agents as well as staffing needs.

Difficult to determine best capabilities to use for the various needs we have. Takes lots of experimenting and trial and error to find reports or other features that give WFA staff the views they need.

variety of functions, and applications, user friendly, another useful part is reporting, able to pull necessary information for better center performance

not easy to navigate, running into some challenges, on the tracking part, unable to save a segment within the same day frame, I believe in the past able to put all time within same day frame