Aspect Workforce Management software


151 reviews(4.0/5)
151 reviews(4.0/5)

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 their schedule.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8 , Windows 10

151 Reviews of Aspect Workforce Management

Showing 1 - 20 of 151

Start your review of Aspect Workforce Management

Click to start
  • Adina from Blackboard Student Services

    June 2018

    Aspect is a great way to keep up with time and ask for time off.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I love how easy it is to access aspect . It seems up to date with technology. It seems to be somewhat user friendly.

    Cons

    My complaint is that you have to put each every date that you need off verses just clicking a dates on a calendar.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Aspect Software, Aspect

    July 2018

    Adina, thank you for taking the time to review Aspect Workforce Management, and the high marks! We appreciate your positive and constructive feedback and will forward it on to our internal teams to review. -The Aspect Team

  • Suzanne from 7 Mindsets

    June 2018

    Aspect Workforce Management makes viewing schedules easy.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I like the ability to view not only my schedule, but my co-worker's schedules. I like being able to view a few days at a time, or have a weekly view.

    Cons

    Sometimes it's very particular about names, so if you're not 100% sure of how someone's name is spelled, it might be difficult to search for them in the system.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Aspect Software, Aspect

    June 2018

    Hi Suzanne - Thanks for taking the time to review Aspect Workforce Management! We appreciate your feedback and will pass your pros and cons along to our WFM team. Beth Zindel / Aspect

  • Amir from Global IT VISION

    Number of employees: 11-50 employees

    June 2018

    Amazing products

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    More effeciency and more margin wins.

    Pros

    Easy use and the good performance, I'm happy to use the solution.
    Try this solution is make me feels more easy to staff our agents with a complex customers forcasts.

    Cons

    No, all is good in this solution, dashboards, analytics, using, all is working well and i didn't retreive a least about this solution, good work !

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Aspect Software, Aspect

    June 2018

    Amir, thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams. -The Aspect Team

  • Verified Reviewer

    April 2018

    Great system. Helps us accomplish WFM tasks quickly & easily.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

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

    Cons

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Thank you for taking the time to review Aspect Workforce Management and for the high marks! We are pleased to hear that you are happy with the solution, and also appreciate your feedback on the complexity of multi-channel. We will forward all of your input on to our internal teams for review so we can continue to improve our solutions. -The Aspect Team

  • Justin from Expedia Group

    April 2018

    Overall I think the product is great, just hard to be able to fully use and design for my use.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Tons of features. When I think to myself "this would be awesome of Aspect can do this" 7 out of 10 times it can.

    Cons

    That 3 out of 10 times that my needs aren't in the system are rough. A lot of times it is on the ease of use of features that the 3 out of 10 pops up. Also has been difficult to get information without having to pay for it.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Justin - thank you for your review of Aspect Workforce Management. We are glad to hear that you think the product is great, and that it has a ton of features, and also appreciate the feedback that there are some features you wish the product had. Your input will be forwarded on to our internal teams for review and a product expert may likely reach out to you to follow up. Thanks again for taking the time to share your thoughts. -The Aspect Team

  • Chris from Expedia Group

    April 2018

    Many options to display forecasting and staffing info

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I really enjoy that this softwar can automatically link with my services like my ACD. This enables me to be able to save time in my day to day management of my data. I also enjoy the ability to group the agents in the appropriate buckets.

    Cons

    There are several steps needed to setup one item in this software. You have to go to several places to get one thing configured.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Chris - thank you for taking the time to review Aspect Workforce Management and for the high rating! We are pleased to hear that the solution is saving you time and helping you more easily manage your agents. We also appreciate the feedback on the steps required to configure the solution. We will forward your input on to our internal teams so we can continue to improve our solutions. -The Aspect Team

  • Jeff from Southwest Airlines

    Number of employees: 10,000+ employees

    April 2018

    WFM/WFO meets the needs of our organization

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Great resource management against current and future demand.

    Pros

    The software handles the needs of our Users against the demands of our business. In a collective bargaining environment the tool has flexed to allow us to manage our Agents schedules against the needs of our call centers.

    Cons

    In the latest ugrade, we feel that the shift preferences that are used for bidding is not as useful has the previous version.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Jeff - thank you for taking the time to review Aspect Workforce Management. We are glad to hear that the solution has helped you to manage your agent schedules against the needs of your call center. We also appreciate the feedback on the latest shift bidding features. Your input will be forwarded on to our internal teams for review so that we can continue to improve our solutions and how we serve customers. -The Aspect Team

  • Michele from JetBlue

    April 2018

    I use Workforce Management for forecasting up to a year and down to a weekly level.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Able to use various inputs (shrinkage, growth rate, DoW, holiday factors) to create initial forecast and reforecast. Can either use the Wizard to create forecasts or run manually with user-supplied data.

    Cons

    Not clear what impact each of the variables has (growth, shrinkage etc). I would like to be able to dig into the forecast and see what effect each had or manually adjust after the forecast is run.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Michele - thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams to review. - The Aspect Team

  • Angie from JetBlue

    April 2018

    Overall good

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I like the configurability and flexibility that it offers. We have the suite of products, which helps with the user experience

    Cons

    There is no great multi-channel solution. We need a multi-channel IDP to effectively manage our time off/time on options that run through checker.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Angie - thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that you like the configurability and flexibility, and also appreciate your feedback on the multi-channel feature. Your input is important to us and will be forwarded to our internal teams for review so we can continue to improve our solutions. -The Aspect Team

  • Veronica from Kaiser Permanente

    Number of employees: 10,000+ employees

    April 2018

    I enjoy the WFM product and all it has to offer...so much information at your fingertips

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We have been able to save FTE and recoup some time with the new RTA Adherence Features

    Pros

    the amount of information you can stor. I love the Employee data center there are so many uses for it!!!!

    Cons

    The lack of "prettiness" The color...the font...if we could customize it , it would be great!! The forecast module is so clunky if there was better tools easier to access for forecasting we would be loving it.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Veronica - thank you for taking the time to review Aspect Workforce Management. We are pleased to hear all the positive feedback, and we appreciate the constructive feedback as well. We will forward your input on to our internal teams to review so we can continue to improve our solutions. -The Aspect Team

  • Robert from Comcast

    April 2018

    Overall a very good experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The ability to maneuver between functions is very easy. Also from a training standpoint, it is one of the easiest systems to train new users on.

    Cons

    Reporting options could have more flexibility. Like to have more updaters. Having multiple processes hitting one updater can be an issue.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Robert - thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that you've had an overall good experience with the product, and that it is one of the easiest systems to train new users on. We also appreciate your feedback on reporting and updates. We'll forward all of your feedback on to our internal teams to review so we can continue to improve our solutions. -The Aspect Team

  • Geoff from Interscope Technologies

    Number of employees: 11-50 employees

    April 2018

    Best Workforce Tool that i know of.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This product is extremely stable, eWFM has not broken down by any fault of its own in 9 years. eWFM is very powerfull. It is a breaze to support

    Cons

    Administration may be a little complex at first. This may be because i work mostly on the backend, like implementations, upgrades and migrations

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Geoff - thank you for taking the time to review Aspect Workforce Management and for the high marks! We are pleased to hear that you find the solution the best WFM tool out there. We also appreciate your feedback on the complex administration. We will forward your input on to our internal teams for review so we can continue to improve our solutions. - The Aspect Team

  • Shannon from JPMorgan Chase

    Number of employees: 10,000+ employees

    April 2018

    I'm a longtime user and find the system easy to understand and use the more time goes by.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I find most of the Workforce Management features intuitive and easy to navigate. I rely on the Help file to refresh my memory on certain definitions or functions, and most of the time it is very helpful and beneficial and gives clear explanations. There are a handful of areas that are lacking in clear definition, but they are not commonly used so it's not a huge issue. The onsite support and training from Aspect consultants is extremely helpful, as every consultant is easily able to understand our struggles and business practices.

    Cons

    Not directly about the software, but my company has experienced some customer service woes when issues or concerns are reported to Aspect, in terms of the speed of response and sense of urgency to resolve. Our concerns have been voiced loudly enough though that the concerns are being addressed and mitigated now, so I am optimistic about the future.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Shannon - thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed positive and constructive feedback and will make sure to forward it on to our internal teams so we can continue to improve how we serve customers. Thanks again! -The Aspect Team

  • Anthony from Kaiser Permanente

    April 2018

    Easy to use and customize

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Forecasting and analyze has strong features, along with the ability to make real time adjustments has been great

    Cons

    Ramp up time/speed to learn all of the features can be time consuming, and the training web sire is difficult

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Anthony - thank you for reviewing Aspect Workforce Management. We appreciate the feedback and will be forwarding it on to our internal teams for review. -The Aspect Team

  • Collin from Kaiser Permanente

    April 2018

    It's a very solid product that is providing us great value and enhancing our business

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It's automating and simplifying our daily/weekly/monthly processes. It allows everyone in our business to access data that is appropriate for them, from staff to managers to workforce to dept heads.

    Cons

    The configuration isn't intuitive and required us to get onsite support. Once we did that, it was awesome.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Collin - thank you for taking the time to review Aspect Workforce Management and for the high marks! We are thrilled to hear that it's providing value for you, and that it's helping you to automate and simplfy your contact center processes. We also appreciate your feedback on configuration. We will forward your input on to our internal teams for review so that we can continue to improve our solutions. -The Aspect Team

  • Verified Reviewer

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    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.

  • akash from RBC

    April 2018

    Business has struggled with forecasting accuracy for over 6 years

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    a la carte option of different modules such as mobile, inform, adherence link, AI, empower. Open System.

    Cons

    version 8.1 and lower cumbersome to use. Business has struggled with forecasting accuracy. system integrated with Genesys via Gplus adapter. a 3rd party WFM system was implemented to compensate.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Akash - thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams so we can continue to improve our solutions. -The Aspect Team

  • Ric from Ninzi Connect

    Number of employees: 11-50 employees

    April 2018

    Top of the range product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Quick and easy to use

    Pros

    Functionallity. The new WFM Alarms are a great feature as well as the Forecasting and scheduling modules. Would rate these fucntions very highly.

    Cons

    Nothing stands out as a con. If I hadto pick something, it can be seen as expensive for small contact centres

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Ric, Thank you for your review of Aspect Workforce Management and for the high marks! We appreciate your feedback and will forward your input on to our internal teams for review. -The Aspect Team

  • Cory from Blue Shield of California

    April 2018

    I've used Aspect for Realtime, scheduling, forecasting, IDP, and vendor management.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It is very comprehensive. I've used it for reporting and Realtime, scheduling, forecasting, IDP, and vendor management of our agents.

    Cons

    it is complicated to set up. The revert button is too close to the save button. It is difficult to get the data feeds from our BPO/Vendor partners.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Cory, Thank you for your review of Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

  • Verified Reviewer

    April 2018

    The software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    There is a lot you can do with the software. There is a lot you can do with creative scheduling. The tracking and reporting are great too. The WFO UI is easy to navigate.

    Cons

    Because you can do so much and it is so cusomizable, missing one step or checking the wrong box can cause problems. There are many useful canned reports, but more customizable reporting would be good.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Thank you for your review of Aspect Workforce Management and your high rating! We are pleased to hear that you like the tracking, reporting and UI. And we appreciate your feedback on the customization. Your input is important to us and we'll make sure to forward this on to our internal teams for review. -The Aspect Team

Do you use Aspect Workforce Management?Write a Review
In just fifteen minutes, the experts at Software Advice can help you narrow down the right software for your organization. Call us for a Free FastStart Consultation: (844) 852-3639