functionality for the forecaster, planner, scheduler, operations and down to the call center employees

What I like about the software is that it is Customizable as departments change or organizational structure changes.

Seems like it could be simplified since it seems like it has an aged look and feel to it (core product).

I like that it provides a system of record for schedule management, measuring forecast accuracy, and exporting valuable data on our contact center.

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.

Aspect is horrible. We switched from on premise to hosted and then were told we needed to update our WFM but of course that came with a price. I would not recommend Aspect to anyone.

There is nothing positive to say. We have struggled with the system especially since we transitioned to hosted solution.

It does not give us everything we need. We have APM and have never been able to use it because the numbers have always been wrong.

The company as a whole reduced time spent on scheduling/headcount management by roughly a third, allowing us to reallocate that time. I was able to consolidate forecasting and scheduling from a number of different Excel workbooks into a single portal, reducing time spent and stress level immensely.

Ease of management. A call center of 100+ can be managed by one dedicated person, and configuring supervisor/management access is extremely easy. The updated web portal (Workforce Optimization) is organized and sharp, with more features in the pipeline

There is a LOT here. Without attention to detail and either good notes or memory, it's entirely possible to miss one item that has larger repercussions. Good news is that it's never too late to fix errors, and the support team I've worked with has been amazing about answering any question I have.

Working to automate scheduling processes and make the schedulers and agents life easier in the contact center.

The scheduling module, RTA and Empower work really well for our organization. These are the best I have seen out there.

The schedule creation functionality is very difficult to utilize and the forecasting functionality also is not easy to use. Verints forecasting functionality is a lot easier to use.

The cons that I have listed above really are minor in comparison with the pros. I'd highly recommend Aspect Workforce Management as a tool to anyone.

- Ease of use / user friendly - Regular updates - Many functions that other software lacks (copy and paste functionality for example) - Easily export data in multiple formats

- A little dated in comparison with some other software I have used - Automatic log outs

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.

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.

The ability to set everything up from a scratch is great, you're able to set the FTEs at ease with its included calculator and have the team request what days they'll like to have off and so on. One of the better tools is you're able to run a simulation of the schedules for certain amount of weeks without making it official and it'll help you understand everything better and show it to upper management.

Creating everything from a scratch can be confusing if you don't know what you're doing but at the end it's worth it.

Flexibility in scenarios. Simple real Time management options. Data is easily exported for dynamic reporting locall.

Complexity of multi channel forecasting/scheduling. Can't add custom formulas to IDPs that use data that is already existing in the database.

Like the software, and looking forward to use it at it’s full potential

Forecasting and real time views to control our staffing

Delay I’m accessing part of the processes When having over 15,000 profiles. Need more dynamic resources

Great solution for forecasting and scheduling traditional inbound phone operations

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.

Limited support for non-phone forecasting and staffing. Difficult to care for the scheduling needs in a global 'Gig' economy

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

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

I like the ease on forecasting and updating patterns. With our old workforce software I had to use spreadsheets to create my forecast and then input that into the program. With Aspect I have confidence that the forecast will be accurate with the actual data that is coming in.

The Empower system is not user friendly. We are in the process of migrating to a new Aspect version and with that we will be going into WFO. I have seen demos on it and know that we will have more agent use and less frustration.

Unified IP lets us collect all of our contacts in one spot. Real time dashboards also help our agents aware of their performance as well as the company performance in real time views.

Staffing and scheduling and that we have this integrated throughout. The fact that we can run all our contacts through the system is a great feature

Forecasting is outdated. It's not as accurate as it used to be and the Erlang C model is the way of the past. Alternative forecasting models would be better

Capacity management, schedule management and reporting/tracking. This tool helps us to run our operation and to manage employee time with ease.

Schedule management, forecasting and tracking. My team is able to administer the tool easily after training and easily train end users as well. The benefits of the tool are outstanding for capacity planning!

Would like to see more out of the box reporting or ability to create additional reporting easily within the tool

Lots of options, fairly easy navigation. WFM features being added make forecasting and scheduling more effective. I like the improved optimizer options for meetings, breaks, and project time off.

Employee user and Regular user interface. Too complicated. Not the same screens as Empower. Users are not able to navigate between viewing schedules in WFO and adding exceptions. No memorization with the movement of columns and filters.

Overall the best company I have dealt with when it comes to listening to the voice of the customer. Unlike Verint, Calabrio or IEX, they are more interested in you being successful and less about trying to sell you something.

Best WFM Software on the market. Beats other products hands down in forecasting, scheduling, reporting and employee engagement. Best support of any WFM platform I have seen. Truly engaged with the customers.

Aspect/Alvaria needs to be a better job and being pro-active in training and teaching it's users how to get the most from their products. They have made some improvement in this space recently but still have some hills to climb.

Tons of features. When I think to myself "this would be awesome of Aspect can do this" 7 out of 10 times it can.

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.

workforce effiecencies

Software is easy and intuitive to use, and delivers on its capabilities for scheduling, love the hosted option for my future strategy.

The inability to get planners to use something else from excel, it is a shame it is not yet available to be hosted in a true cloud platform - either azure or AWS

Overall a very attractive and competitive offering that is unfortunately pricing itself out of contention for users and potential users.

Ease of use in setting up architecture. Flexibility in setup and architecture. Current functionality around time off and schedule automation.

Steeply increasing cost that does not match rate of innovation and enhancement with product. Decreasing level of support and engagement from Aspect account management.

We were able to stop outsourcing our workforce management system and own it in house.

I enjoy the Employee Datacenter as well as break optimization. It creates a smooth easy way to create good clean schedules.

It can have somewhat of a steep learning curve for our users, and for a large scale environment certain shared rules can create difficulties.

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

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

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.

I like how easy it is to use. Most things are self explanatory, or the help button is a simple click away if needed. Most components flow together seamlessly.

MOST components are self explanatory and easy to use. Others have very vague descriptions, meanings, and the Help button does not provide specific detail.

The versatility of the systems configuration allows us to modify the system to better suite our needs. Our business is ever changing and having an adaptive system is a must.

The modeling used in forecasting limits Omni channel associate forecasting and many of the eWFM tools are not intuitive and the placement of interacting components can be convoluted.