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Salesforce Service Cloud vs Aspect Workforce: Which is a better fit?

Updated on February 17th, 2025
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What's your intended use case?
Summary
Key features rated by users
Features selected based on 2,832 reviews from Workforce Management users.
% Fit
Missing features
Not enough reviews
Feature ratings
Employee Scheduling
5.0
Clock In/Out
NA
Attendance Tracking
NA
Timesheet Management
NA
Payroll Management
NA
% Fit
Missing features
Not enough reviews
Feature ratings
Employee Scheduling
4.8
Clock In/Out
NA
Attendance Tracking
--
Timesheet Management
--
Payroll Management
NA
User satisfaction
4.4
User reviews780
Ease of use
4.1
Functionality
4.4
Value for money
4.2
Customer support
4.2
4.2
User reviews257
Ease of use
3.9
Functionality
4.1
Value for money
3.8
Customer support
3.9
Price starts from
/user
Monthly subscription
Free version
Free trial
Not provided by vendor
Free version
Free trial
Best for

Businesses in need of service-as-a-software solution for the Communications industry.

Contact centers with 200+ agents that want to easily manage their workforce across locations, channels and skills.

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
Naga kiran C
Software engineer
4.0

Naga Kiran: I'm Naga Kiran. I'm technical lead working in L&T Infotech. Our company is in technical side. We implement Salesforce technology for many companies. Rating I give for Salesforce Service Cloud is four out of five. Salesforce Service Cloud is used in our company as a ticketing system. Previously, we used to have Legacy ServiceNow ticketing system, but now we have replaced with Salesforce Service Cloud. So, that is where we are using it for now. Salesforce Service Cloud offers us many configuration stuff. You don't want to know program to design like Automated Logic. Instead, you have lot of automation in-built in Salesforce. Salesforce provides that to us, so that we can use in our environment and it will be useful for achieving all the service-related issues. One thing that I like the most about Salesforce Service Cloud is it offers lots of automation, which can be easily... It's point-and-click interaction. You don't want to learn coding also. It's just point-and-click interaction, where you can achieve those automations. For example, you can create different teams. In support system, you require different teams, right? So, you can create different teams and you can measure the quantity, how much days it is staying in the queues. Everything can be done easily in the point-and-click interaction in Salesforce Service Cloud. One thing which I feel bad about Salesforce Service Cloud is the license cost. The license cost feels a little bit more when you compare with the competitors. Second thing is the UI. It is offering us Salesforce Lightning, but still that UI is not up to HTML standards. There, Salesforce can improve a bit.

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video-8cc78b55-328b-4e9a-98e9-08da44f40610
Bernard G
Cloud Applications Consultant
4.0

Bernard: Hi, I'm Bernard contact center as a service consultant. And I rate the Alvaria Workforce Management a four out of five. For more information about Alvaria and its solutions click below. Before using Alvaria, a solution involving a customized homegrown solution with Microsoft dynamics was being used without the power of a true workforce engagement management solution. And so Alvaria was by far more appealing for a larger enterprise in general. Alvaria is the most logical solution for an aspect, a branded contact center, which is where this essentially originated from many years ago. It's very tightly integrated into the workflows. And as a result, you can create the workforce engagement models for voice and for email and for chats and other forms of communications in a contact center. And it works extremely well. Alvaria's solutions are really designed to be used by professionals with experience in the workforce engagement environment. And so if you are a professional, who's worked in the workforce management field and know the lingo and the overall metrics. It's very easy to get started. I would say that this is a solution that's really more geared to the more sophisticated, larger enterprises and for a mid-size type business it may not be the best solution for you. And there's some other alternatives that may be suited to a business that wants very basic requirements. For those evaluating a workforce engagement solution or workforce management solution. I would suggest that you work with a workforce management consultant who can assist you in setting up the overall workflow, logic and business goals for the actual configuration. For most mid-sized companies, you might want to look for solutions from NICE and from Verint and a few others, or Calabrio that are more geared to the more cost effective cloud-based mid-market solutions. However, the Alvaria solution definitely is one of the leaders and will meet your requirements, especially for the larger enterprises.

How Capterra sources reviews
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User interface
136189 video thumbnail}
1 Video
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1 Video
136189
4 screenshots
160354
5 screenshots
Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Activity Dashboard
207
Important
Activity Tracking
388
Important

Salesforce Service Cloud

28/43
  • Attendance Management
  • Attendance Tracking
  • Clock In/Out
  • Compliance Tracking
  • Employee Onboarding
  • Payroll Management
  • Recruitment Management
  • Shift Swapping
  • Sick Leave Tracking
  • Skills Tracking
  • Time Off Management
  • Time Off Requests
  • Timesheet Management
  • Vacation/Leave Tracking
  • Variable Workforce
  • Activity Dashboard
  • Activity Tracking
  • API
  • Approval Process Control
  • Automated Scheduling
  • Budgeting/Forecasting
  • Calendar Management
  • Compliance Management
  • Customizable Reports
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Labor Forecasting
  • Mobile Access
  • Performance Management
  • Performance Metrics
  • Real-Time Data
  • Real-Time Notifications
  • Real-Time Reporting
  • Reminders
  • Reporting/Analytics
  • Self Service Portal
  • Third-Party Integrations
  • Time & Attendance
  • Workflow Management
See All features
Hide Workforce Management Software Features -

Aspect Workforce

Top Features
38/43
Show Workforce Management Software Features +
Salesforce Service Cloud
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Aspect Workforce
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Salesforce Service Cloud
  • By Salesforce
  • Located in United States
  • Founded in 2003
Aspect Workforce
  • By Alvaria
  • Located in United States
  • Founded in 1973
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