About Aspect Workforce Management

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 th...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

233 Reviews of Aspect Workforce Management

Average User Ratings

Overall

4.19 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(79)

79

4 stars

(124)

124

3 stars

(26)

26

2 stars

(3)

3

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 233 results

January 2019

Ellen from Sykes

Verified Reviewer

Company Size: 10,000+ employees

Industry: Outsourcing/Offshoring

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

January 2019

Excellent Work Force Manegement tool

I have had very good experiences with this product overall. Support when needed, the sheer customization, the overall feel of the program, the time it saves me for various tasks in maximizing my workload each day.

Pros

The software is easy to use, and is very customizable. There is a lot of support when needed. I've used other products before and prefer this software over others because of the multifaceted capabilities of this program

Cons

I want to give cons for a much balanced review, however I find it difficult to find anything I dislike about the program. It is so customizable, that if I were to say I didn't prefer the colors, I can customize those too! When I switched over from other programs, Aspect Workforce Management program saved me so much time, and is very easy to use. Tons of time was saved in my workload.

Response from Aspect Software

Replied January 2019

Thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed feedback and the high marks! -The Aspect Team

July 2019

Abad from JetBlue Airways

Company Size: 10,000+ employees

Industry: Airlines/Aviation

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

July 2019

Great Product, Some improvements needed

Overall it has been a positive experience.

Pros

The program is easy to use and flexible to customize in house and problem solve.

Cons

There are some items and limitations with the difference between the mobile workforce and the desktop version that are currently now starting to align but need to better align. Also the processing power of processing thousands of requests seem to cause lots of latency and almost brings the tool to a hault.

Reasons for Choosing Aspect Workforce Management

Tool we already had experience with and would only require frontline change management.

May 2017

Thomas from Apple

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

4.0

Functionality

3.0

May 2017

Large suite, lots of possibilities

Automation at several levels.. but always looking for more.

Pros

good for manual pattern tracking, fast schedule generation, great for simple break optimization if you IDPs have been keep up-to-date.

Cons

We have a ton of groups that need to be maintained. There are still lots of opportunities for increasing efficiency within the software. When I need to do something.. I need to do it for dozens or hundreds of groups.. for dozen's or hundreds of times. This is software... Help us eliminate some more of the tedious work.

Response from Aspect Software

Replied June 2017

Thank you for taking the time to review Aspect Workforce Management. We are glad to hear that you like the fast schedule generation and simple break optimziation, and are sorry that maintaining your groups has not been an easy process. We appreciate your feedback and we have forwarded your comments on to our internal teams. Your account manager should be in touch soon regarding how we can make your experience with our solutions better. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

July 2020

Bernard from Bernard Gutnick

Company Size: 2-10 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

1.0

Customer support

4.0

Functionality

5.0

July 2020

Good solution but losing ground

I worked for Aspect and have recommended it to clients. It still is very good

Pros

It is fully featured but is no longer as strong as when they acquired TCS management. It is losing out to InContact

Cons

Very complex solution that requires system integration to get it to work well but does have a rich feature set

Reasons for Choosing Aspect Workforce Management

Client requested it last time

May 2017

Stefanie from JetBlue

Company Size: 10,000+ employees

Industry: Airlines/Aviation

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

May 2017

The overall experience with the tool has been positive allowing us to support a virtual workforce.

Configurable, robust, and integrated tool with Performance Management and Quality Management. Forecasting and real time management of agents.

Pros

The system if very configurable and you are able to run rules against the business specific needs by various teams or work groups. System is robust from the backend of the tool. The system is very stable and runs with out issue on the WFM product. Being configurable adds to the complexity of the system, so this inherently lowers the ease of use of the product as rules have various touch points.

Cons

The architecture is older, reporting capabilities need upgrading. The ability to support a multichannel environment and run the scheduling of agents around the specific real time rules is in need of work and capabilities. Would like to see additional roles available to allow access to different parts of the system instead of being held to 3 basic categories. Integrations and support of the various products are often supported by different groups and cross knowledge when needing support of the tools can be a challenge.

Response from Aspect Software

Replied June 2017

Thanks Stefanie for the positive and constructive feedback. We look forward to continuing to work with your team to implement WFM multi-channel functionality and our newest versions of Performance and Quality Management capabilities. -The Aspect Team