Aspect Workforce Management Software


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.



172 Reviews of Aspect Workforce Management

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 172 reviews

December 2018

Pauline from Sykes

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great Scheduling Software!

The biggest pro to any Aspect software is their dedicated customer support who are always helpful, polite and more often than not go above and beyond. Anytime I've called with a question, even more difficult ones, the support were able to help and always took the time to explain things.

Pros

The integration of forecasting and real time data into one software that allows me to schedule 100s of employees ensuring we are meeting our client requirements.

Cons

Although contacting customer support always results in a positive experience, the help files themselves in the program do nothing more than describe sections of the software without explaining how they could be used practically.

Response from Aspect Software of Aspect

Replied December 2018

Thank you for the detailed review of Aspect Workforce Management! We appreciate your feedback and will forward it on internally. -The Aspect Team

November 2018

Julion from Athene

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

Feedback

Very good.

Pros

The forecasting and optimization features.

Cons

The employee balances tend to be confusing for full time employees versus contractor employees. Since contractors don't technically get paid time off segments need to be created to allow "approved" time off for contractors.

November 2018

Timothy Clark from American Express Inc.

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

The Best in the Market

Outstanding and highly recommendable.

Pros

Very easy to use, even a newbie can learn the basics in a day... very user friendly.

Cons

None...I like everything about it and it helps me and my colleagues our job easier.

November 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

Aspect WFM

Enabled us to forecast needs and schedule accordingly, while highlighting any coverage gaps.

Pros

Can get quite in depth in terms of features and capabilities.

Cons

High learning curve and lots of trial and error to adapt the software to address business needs.

November 2018

michael from rbc

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

standard

good

Pros

the software is easy to use - that's convinient

Cons

impossible to download data to then work on it separately - not convinientto use reports / autorun

November 2018

Eva from Telecommunications

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Professionalism

Pros

Anything you might, it is already there.

Cons

It could be a little bit faster. When there are much data, it gets a little slow

November 2018

Travis from Citi

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

3 of 5

November 2018

The Classic Phone Center Software

Great solution for forecasting and scheduling traditional inbound phone operations

Pros

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.

Cons

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

Response from Aspect Software of Aspect

Replied November 2018

Travis, thank you for taking the time to review Aspect WFM. I have great news to share with you. We actually roiled our multi- channel/ non-voice scheduling and forecast in Aspect WFM as part of our 2016 release, and have been enhancing those features in every release. We are also adding brand new functionality to help manage the gig work in a more effective way. We look forward to your company upgrading to our most recently release so you can take advantage of these improvements. Thanks again for your review and your business! - Chrissy Cowell, Director, Workforce Optimization, Product Management

November 2018

Abram Jeffrey from Sykes Asia Inc.

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

Aspect Workforce Management Experience

We use Aspect Workforce Management for both short term and long term planning. It pretty much solves all our problems when it comes to getting the right people staffed.

Pros

it's robustness and versatility. It can do pretty much everything for workforce management.

Cons

It's very difficult to get used to because of its complexity.

November 2018

Lara from RBC

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Functionality

4 of 5

November 2018

eWFM review

Pros

I have been using one version of it or another for the past 25 years. I know it and can navigate around it and can optimize my use of it for most things I need.

Cons

Navigation could be improved. If I have to change something about my forecast run, I would like to NOT have to exit out back to some other area... I want to just lick or be able to open another window even if I am in the middle of creating a run. The latest version has issues with the ID Timeline navigating slowly and after several months there is no solution at hand. I would also like alternative ways to determine schedule optimization (e.g. for the trial schedule I have created - even if done manually, optimize the place of the shifts and breaks before I start assigning).

Response from Aspect Software of Aspect

Replied November 2018

Lara, thank you for your review of Aspect Workforce Management. We love hearing from long time customers and appreciate your feedback on the navigation. One of our product managers will reach out to you soon to follow up. Thanks, The Aspect Team

November 2018

Gabriel from SYKES Costa Rica

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Customer support

2 of 5

Functionality

5 of 5

November 2018

Make things easier

It's a pretty nice tool, I really like it and use it every day.

Pros

I can have historical data to run actual information and have an accurate view for the future.

Cons

It has a lot of functions and it's difficult to understand some of them.

November 2018

manish from Daimler

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

WFM review

Overall experience is very good

Pros

WFM good for scheduling work, good dashboard and alert notification

Cons

Little bit complicated to operate, as due to lots of features, it should be more user friendly.

October 2018

Stephanie from Citibank

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

2 of 5

Functionality

1 of 5

October 2018

Lags and inefficient

Pros

Shows my daily schedule broken up into blocks

Cons

Everything else, it lags when loading anything at all and has to be signed in to every 5 min. Updates aren’t auto either

Response from Aspect Software of Aspect

Replied October 2018

Stephanie, thank you for taking time to review Aspect Workforce Management. We are sorry to hear that the software isn't working well for you. I will forward on your feedback to our product team and your account manager so we can follow up with you to resolve. Thanks again for taking the time to provide your feedback. We really appreciate it and will be in touch shortly. -Shelley Hofman, Aspect Software

October 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Aspect - Sleek and Sophisticated

Overall, once you get used to it, Aspect is easy to use and is a great software for keeping track of your business.

Pros

The Scheduling Feature is fantastic, and I like that new functionalities seem to be added regularly.

Cons

It's not the most intuitive of software; there's a bit of a steep learning curve for new users.

Response from Aspect Software of Aspect

Replied October 2018

Thank you for taking the time to review Aspect Workforce Management. We are so pleased that you like the scheduling feature and that it helps you to keep track of your business. We will forward this information on to our product teams to review. -The Aspect Team

October 2018

neha from Travel blogger

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

A good workforce management software

Overall I was satisfied with the usage of this software

Pros

1. It has a lot of reporting features , almost any reporting that a workforce management software should have
2. It exposes APIs and Web Services for easy integration

Cons

Performance needs to be further optimized. Since there are so many features, at times the software tends to be very slow

Response from Aspect Software of Aspect

Replied October 2018

Neha, thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our product teams to review. -Aspect Software

September 2018

Elvira from AZER TURK BANK OJSC

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

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 of Aspect

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

September 2018

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Easy To Use

Pros

I like it's simplicity. The ease of setting up access for agents, editing schedules, and even forecasting.

Cons

Sometimes can be slow. Aspect hosts our database and it seems to lock up sometimes, especially when running queries.

Response from Aspect Software of Aspect

Replied September 2018

Thank you for taking the time to review Aspect Workforce Management and for the high rating! We appreciate your feedback and will forward it on to our product teams. -Aspect Software

September 2018

Spencer from Citi

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

September 2018

Working with ease

Pros

The software allows to edit segments of time in an easy way. The various segments allow for imputing time for overtime, projects, and many other features

Cons

Sometimes the time it takes to have the system updated to reflect changes is just too long.

Response from Aspect Software of Aspect

Replied October 2018

Thank you for taking the time to review Aspect Workforce Management and for the high marks! We are pleased to hear that it is easy to use and appreciate your feedback on the system updates as well. We will forward this information on to our product teams so we can continually improve our solutions. -Aspect Software

September 2018

Ramon from Ecco Outsourcing Group

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Wow excellent software

Pros

Very like it, I use it for many years, I miss this dialer, and all the functionallity . Very good platform

Cons

Nothing to said very comfortable with everything

Response from Aspect Software of Aspect

Replied September 2018

Ramon, thanks for taking the time to review Aspect Workforce Management and for the high rating! We are so glad to hear that you like the solution and will pass this feedback on to our product teams. Thanks, Aspect Software

September 2018

Kevin from Accenture

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

September 2018

Aspect User

I like this software of all wfm tools.

Pros

The reporting of this tool is so easy to use. Data is easy to understand

Cons

RTA, because of sometimes it can be confusing

Response from Aspect Software of Aspect

Replied September 2018

Kevin, thank you for taking the time to review Aspect Workforce Management. We will forward this information on to our product team for review. -The Aspect Team

August 2018

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

August 2018

Aspect Workforce

Pros

Very friendly app for staffing control and monitoring, the features are standard

Cons

Kind of complex compared with other applications.

Response from Aspect Software of Aspect

Replied August 2018

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