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

149 Reviews of Aspect Workforce Management

 

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Software Advice Reviews (2)
More Reviews (147)

Showing 1-2 of 2

Maria from Verizon
Specialty: Retail
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

February 2018

February 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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

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

Review Source

  Response: Aspect Software, Aspect

Date: February 2018

February 2018

 

Thank you for taking the time to review Aspect Workforce Management and for the 4 star rating! We are pleased to hear that you find it to be a powerful tool. And thank you for your feedback on the multi-skill set up. We will forward that on to our internal teams. In the meantime, you Account Team or Aspect Support might be able to give you some tips on this. Thank you again for your feedback. We really appreciate it! -The Aspect Team

 
 

Sohni from QM Env
Specialty: Construction / Contracting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2017

November 2017

Good software to use when you don't have a better software to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Good features in terms of real time management,
Functionality in finding root cause problems and reporting issues

Cons

It is too Expensive. Not good Value for money
Only good for manual pattern tracking
Needs to be more efficient

Review Source

  Response: Aspect Software , Aspect

Date: November 2017

November 2017

 

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

 
 
 
Showing 1-20 of 147

Amir from Global IT VISION
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Amazing products

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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 !

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: June 2018

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

 


April 2018

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

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

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

April 2018

Many options to display forecasting and staffing info

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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 Employees number: 10,000+ employees

April 2018

April 2018

WFM/WFO meets the needs of our organization

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

April 2018

Overall good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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 Employees number: 10,000+ employees

April 2018

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

April 2018

Overall a very good experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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 Employees number: 11-50 employees

April 2018

April 2018

Best Workforce Tool that i know of.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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 Employees number: 10,000+ employees

April 2018

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

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

April 2018

Easy to use and customize

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

 


April 2018

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

April 2018

Business has struggled with forecasting accuracy for over 6 years

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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 Employees number: 11-50 employees

April 2018

April 2018

Top of the range product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

 


April 2018

April 2018

The software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

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

 

Brian from Expedia Group

April 2018

April 2018

we do not use the full functionality of the platform currently, general experience is positive.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Scheduling tool quickly allows me to schedule agents across multiple locations. IDPs enable us the ability to perform real time monitoring.

Cons

System requires a lot of configuration. With the requirements of setting up both forecast and staff groups the initial prep time required is significant. Once the initial setup is complete the tool maintenance is straight forward.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

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

 

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

April 2018

April 2018

My experience has been positive with the WFM product and Aspect Professional Services.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Automation and self service.

Pros

All the offerings in functions and features. I am really liking the Back Office and Multi-Channel features. The ability to have single and multi-skill. We can do so much!

Cons

When WFO had the last release to 8.1 not all features and screens remained. Then with 8.2 it still didn't come back. We want it back!

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: April 2018

April 2018

 

Tina - thank you for taking the time to review Aspect Workforce Management and the high rating! We are so pleased to hear that you like the back office, multi-channel and multi-skill features. We also appreciate your feedback on the features needed in the latest version. Your input will be forwarded to our internal teams so we can continue to improve the solution and hopefully get you the features you need. -The Aspect Team

 
 
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