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.

 

Aspect Workforce Management - Dashboard
 
  • Aspect Workforce Management - Dashboard
    Dashboard
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

118 Reviews of Aspect Workforce Management

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James from Best Buy
Number of employees: 10,000+ employees Employees number: 10,000+ employees

June 2017

June 2017

Excellent Product. Takes some time to learn, but once you understand how it works it is GREAT!

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It makes an impossible job possible. Best in the business support, and a great training environment.

Pros

Feature rich product, has all the bells and whistles you would expect. Agent UI is the best in the business on the new 8.0 versions and above.

Cons

Takes some experience to learn how to use the product. You can't just flip a switch to get it to do what you want. But once it is configured correctly it is a powerful ally.

Source: Capterra
 

Allison from Mercedes-Benz Financial Services

June 2017

June 2017

The WFM tool is impressive, especially when it comes to the WFO quality application.

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Pros

The Aspect Workforce Management tool is quite an impressive application for our company to use; especially when it comes to the Workforce Optimization Quality tool. I love the ability to add annotations and attachments to scorecard evaluations.

Cons

It would be nice if the software had the capability to update scorecard templates, instead of having to go in AQM to do so.

Source: Capterra
 

Paul from Group O
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

It's taken some time to build expertise and fully operationalize the features of the software.

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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.

Pros

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.

Cons

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.

Source: Capterra
 

Marsha from NCCI
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

Great product used in our contact center that assists with forecasting and scheduling.

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One stop shop for forecasting and scheduling services in the contact center.

Pros

Ease of use and ability to understand products and services available to customers in the contact center which allows us to achieve SLA goals.

Cons

A struggle for the staff is the inability to enter PTO requests in a range or have the system automatically approve PTO day that are available if the submission was entered in a range.

Source: Capterra
 

Manvir from Wells Fargo

May 2017

May 2017

I am a fairly new user of WFM, however it has been a very easy program to learn

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Pros

what I like most is the ease of use, how simple it is to learn new things, and the help menu is my best friend

Cons

what I like least about wfm is checker queue. I'm hoping to find out more during this conference in terms of a solution

Source: Capterra
 

Terry from Citi
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

friendly

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Pros

functionality available to our company. Evolving the product to stay in line with the industry

Cons

Scalability for larger complex companies. Some complexity when evaluating requirements and resulting schedules impact to SLA and Occupancy

Source: Capterra
 

Matt from Northwestern Mutual

May 2017

May 2017

WFM is a nice everyday tool that I can use to manage schedules for my staff without too much effort.

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Pros

Navigation is easy with pop up windows that are easy to understand and enter data into. The functionality within the Intra-Day Timeline is one of the best ways for me to manage schedules effectively throughout the day.

Cons

I am not familiar with all of the system's capabilities and it is difficult to understand if some buttons or menu options pertain to what I am trying to accomplish.

Source: Capterra
 

Tim from Thrivent Financial
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

Good product, but customer service and help desk support need work

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Pros

It has a lot of functionality, and is a very powerful tool. Once you learn different aspects of it, it becomes easier to use after time.

Cons

With the functionality comes complications. It has a very high learning curve. We have had many issues with our reps. Our service when we call for tech support is very hit or miss depending on who we get.

Source: Capterra
 

Laura from US Cellular
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

Product is easy to use, however support and "help" is not very reliable.

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Pros

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

Cons

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

Source: Capterra
 

wojciech from US Cellular
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

May 2017

May 2017

worked with product for years seems stable and reliable

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schedule manipulation and set up.

Pros

easy to manipulate schedules and functions like other core programs i.e. outlook. empower for agents is easily understandable and easy to navigate

Cons

some setup is hard to understand as things are all a web of connections. if you don't have the knowledge base it can be difficult to navigate and set items needed by your business up

Source: Capterra
 

NAVIN from Max Bupa Health Insurance

May 2017

May 2017

unlock all the features and functionality .

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Pros

Visual interface is friendly and the call center supervisor can get real time status and give immediate feedback and take corrective action

Cons

need to connect up post implementation - we feel that we have not unlocked the full potential of the software.

Source: Capterra
 

Jeff from McKesson
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

WFM user back to TCS, also exp w/ IEX and Verint

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Pros

Very good forecasting abilities, good schedule generation. Ability to view and modify schedules from both agent and admin easy.

Cons

Can be difficult to admin. establishing new FG's and SG's or group allowances can be very confusing and is an overly complicated multi step process.

Source: Capterra
 

Oonagh from Wells Fargo
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

Fairly easy to use but not a lot of support for specific questions/solutions

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Ability to forecast and staff multi site contact centers

Pros

Forecasting/staffing features. Single skill features are fairly easy to customize. Easy to identify scheduling needs.

Cons

Difficulty of multi-skill set up and use. Viewing multi-skill IDPs and viewing appropriate staffing is cumbersome and difficult to break out

Source: Capterra
 

Lindsey from Wells Fargo
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

I find value in the eWorkforce Management for most facets of my support within our locations.

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The software is moving in a growing direction that supports many facets of our environment.

Pros

I like that the software allows you to configure it to your business needs. I like that ability to save views. This allows for timesaving daily navigation.

Cons

I would like to see a more dynamic view for permission groups. Potentially a way to view reporting to determine where checkmarks may have been missed when granting permissions to users.

Source: Capterra
 

Fiona from Momentum Energy
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

While the software appears to have extensive capability, we do not currently optimise its value

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Pros

Range of capabilities and through this, available benefits to our business. The reach of the solution should provide our business with more than just scheduling benefits and I am keen to understand and utilise this better

Cons

Without the right range of user skill, the true value is difficult to realise. I would be keen to see ongoing training and support for users - both back office and frontline - delivered in an efficient, accessible manner

Source: Capterra
 

Tiffany from VF Outdoor
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

We love WFM!

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Pros

We enjoy all of the different options for the CSR's and admins. Has a nice flow and setup. The help desk is easy to work with.

Cons

Currently the API issues for chat integration from other chat vendor. Currently you can no save any filters on WFO.

Source: Capterra
 

Natalie from AccorHotels
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

WFM is a good product, the WFO suite is great for our agents

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The software has help with efficiencies and has enable agent empowerment.

Pros

The agent dashboard is great! Agent experience is very nice, they enjoy the ability to see their schedules and flexibility to change their breaks.

Cons

We are on version 8.0 and supervisors and admins don't have access to the dashboard but are expected to support agents. We are looking forward to upgrading to a newer version to enable shift trades through WFO.

Source: Capterra
 

Kelly from Oppenheimerfunds
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

provides good practical tools for contact center forecasting and BAU servicing.

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ease of daily business forecasting and reportings.

Pros

familiarity with tools....similar functionality between releases and upgrades. Good data is produced

Cons

lots of data which is good but difficult to cut into relevanancy without much manual input - at a glance reporting is my preference.

Source: Capterra
 

Jack from JP Morgan Chase
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

I use eWFM daily as well as my team. It is a great system to manage the agents and manage the day.

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The ability to monitor current performance and to predict future performance.

Pros

For the agents, it is a great system to track their schedule and with notification manager, we can let them know right away if we change their schedule due to business needs.

Cons

Some of the auto run parameters. I would like the ability to start multiple auto runs (10-12) at a time and let them run. I would also like to choose a tracking date for auto runs. They run on current date and if they fail or are delayed, it will default to the next day so now you have to manually export the report.

Source: Capterra
 

Shawn from Nordstrom
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

I have worked with Aspect/TCS for 21 years and Love it, great updates/products

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Employee empowerment

Pros

The versatility and ease of use of the product, the service that I receive from the help desk, employees are super friendly

Cons

Aspect Learning is not very user friendly/understand it's going to be revamped :-) The adherence view using aux codes and the nightly AP report aren't easily able to be mirrored for reporting aux code adherence in a nightly feed.

Source: Capterra
 
 
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