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

160 Reviews of Aspect Workforce Management

 

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Software Advice Reviews (2)
More Reviews (158)

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 158


October 2018

October 2018

Aspect - Sleek and Sophisticated

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

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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: October 2018

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

 

neha from Travel blogger
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

A good workforce management 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

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: October 2018

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

 

Elvira from AZER TURK BANK OJSC
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Efficient tool for consumer engagement and workforce optimization

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 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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: September 2018

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

September 2018

Easy To 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

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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: September 2018

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

 

Spencer from Citi
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2018

September 2018

Working with ease

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 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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: October 2018

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

 

Ramon from Ecco Outsourcing Group
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Wow excellent software

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: September 2018

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

 

Kevin from Accenture
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2018

September 2018

Aspect User

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: September 2018

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

August 2018

Aspect Workforce

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

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

Cons

Kind of complex compared with other applications.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: August 2018

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

 

Kegan from Workfront
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2018

August 2018

Easy to track

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I felt like it was easy to use and know what I was scheduled for.

Cons

I wish it was more friendly to request and my scheduled change.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: August 2018

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 team. Thanks again!

 

Adina from Blackboard Student Services

June 2018

June 2018

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

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 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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: July 2018

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

June 2018

Aspect Workforce Management makes viewing schedules easy.

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 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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: June 2018

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 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

 
 
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