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

173 Reviews of Aspect Workforce Management

 

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Software Advice Reviews (2)
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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 171


December 2018

December 2018

Gets the job done, but it's not user friendly.

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 were looking for schedule optimization for our contact center and purchased Aspect. Not sure I would make the same investment today as there are newer, better options available.

Pros

Pretty powerful; especially forecasting tools.

Cons

How cumbersome it is to update all staff, queues, etc. The UI looks like it was built in 1995. It's very expensive for what has to be a (still) powerful, but antique, application.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: December 2018

December 2018

 

Thank you for taking the time to review Aspect Workforce Management. It sounds like you are on an older version of the solution. We've had a highly simplified, web-based UI for a few years now. You can see what's new at https://www.aspect.com/solutions/workforce-optimization. Scroll down to the Aspect in Action section. The videos give a good feel for the newer interface. Your Account Manager can get a demo set up for you, or feel free to contact me directly and I can put you in touch with your account team. Thanks, Shelley Hofman | Aspect Software | shelley.hofman@aspect.com

 

Pauline from Sykes
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2018

December 2018

Great Scheduling 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

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.

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: December 2018

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

 

Julion from Athene
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Feedback

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

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.

Review Source: Capterra
 

Timothy Clark from American Express Inc.
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2018

November 2018

The Best in the Market

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

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.

Review Source: Capterra
 


November 2018

November 2018

Aspect WFM

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

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.

Review Source: Capterra
 

michael from rbc
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2018

November 2018

standard

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

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

Review Source: Capterra
 

Eva from Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Professionalism

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

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

Review Source: Capterra
 

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

November 2018

November 2018

The Classic Phone Center Software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: November 2018

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

 

Abram Jeffrey from Sykes Asia Inc.
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2018

November 2018

Aspect Workforce Management 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

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.

Review Source: Capterra
 

Lara from RBC
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2018

November 2018

eWFM review

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: November 2018

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

 

Gabriel from SYKES Costa Rica
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Make things easier

Ease-of-use

Functionality

Product Quality

Customer Support

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

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.

Review Source: Capterra
 

manish from Daimler
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

WFM review

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 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.

Review Source: Capterra
 

Stephanie from Citibank
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2018

October 2018

Lags and inefficient

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

Review Source: Capterra

  Response: Aspect Software, Aspect

Date: October 2018

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

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

 
 
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