Aspect Software

Aspect Workforce Management

4 / 5 148 reviews

Who Uses This Software?

Mid-sized to large contact centers that want to easily manage their workforce across locations and channels.


Average Ratings

148 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Aspect Software
  • www.aspect.com/
  • Founded 1973
  • United States

About Aspect Workforce Management

As part of our comprehensive workforce optimization suite, Aspect Workforce Management delivers dynamically blended staffing forecasts and scheduling of voice, multi-session chat, email, social media and other interactions channels. Users can also run powerful "what-if" scenarios to show staffing levels in differing business conditions. Deploy on-premise, hosted or in the cloud.


Aspect Workforce Management Features

  • Budgeting & Forecasting
  • Contractor Management
  • Employee Lifecycle Management
  • Labor Projection
  • Performance Appraisal
  • Recruiting Management
  • Scheduling
  • Skills Tracking
  • Time & Attendance
  • Variable Workforce

Aspect Workforce Management Reviews Recently Reviewed!


Great system. Helps us accomplish WFM tasks quickly & easily.

Apr 25, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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.

Vendor Response

by Aspect Software on April 27, 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

Overall I think the product is great, just hard to be able to fully use and design for my use.

Apr 25, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

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.

Vendor Response

by Aspect Software on April 27, 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

Many options to display forecasting and staffing info

Apr 25, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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.

Vendor Response

by Aspect Software on April 27, 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

WFM/WFO meets the needs of our organization

Apr 25, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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.

Overall: Great resource management against current and future demand.

Vendor Response

by Aspect Software on April 27, 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

I use Workforce Management for forecasting up to a year and down to a weekly level.

Apr 24, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

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.

Vendor Response

by Aspect Software on April 26, 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

Overall good

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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.

Vendor Response

by Aspect Software on April 27, 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

I enjoy the WFM product and all it has to offer...so much information at your fingertips

Apr 24, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: We have been able to save FTE and recoup some time with the new RTA Adherence Features

Vendor Response

by Aspect Software on April 26, 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

Overall a very good experience

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

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.

Vendor Response

by Aspect Software on April 26, 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

Best Workforce Tool that i know of.

Apr 24, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: This product is extremely stable, eWFM has not broken down by any fault of its own in 9 years. eWFM is very powerfull. It is a breaze to support

Cons: Administration may be a little complex at first. This may be because i work mostly on the backend, like implementations, upgrades and migrations

Vendor Response

by Aspect Software on April 26, 2018

Geoff - thank you for taking the time to review Aspect Workforce Management and for the high marks! We are pleased to hear that you find the solution the best WFM tool out there. We also appreciate your feedback on the complex administration. We will forward your input on to our internal teams for review so we can continue to improve our solutions. - The Aspect Team

I'm a longtime user and find the system easy to understand and use the more time goes by.

Apr 24, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I find most of the Workforce Management features intuitive and easy to navigate. I rely on the Help file to refresh my memory on certain definitions or functions, and most of the time it is very helpful and beneficial and gives clear explanations. There are a handful of areas that are lacking in clear definition, but they are not commonly used so it's not a huge issue. The onsite support and training from Aspect consultants is extremely helpful, as every consultant is easily able to understand our struggles and business practices.

Cons: Not directly about the software, but my company has experienced some customer service woes when issues or concerns are reported to Aspect, in terms of the speed of response and sense of urgency to resolve. Our concerns have been voiced loudly enough though that the concerns are being addressed and mitigated now, so I am optimistic about the future.

Vendor Response

by Aspect Software on April 26, 2018

Shannon - thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed positive and constructive feedback and will make sure to forward it on to our internal teams so we can continue to improve how we serve customers. Thanks again! -The Aspect Team

Easy to use and customize

Apr 24, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Forecasting and analyze has strong features, along with the ability to make real time adjustments has been great

Cons: Ramp up time/speed to learn all of the features can be time consuming, and the training web sire is difficult

Vendor Response

by Aspect Software on April 26, 2018

Anthony - thank you for reviewing Aspect Workforce Management. We appreciate the feedback and will be forwarding it on to our internal teams for review. -The Aspect Team

Capterra-loader

It's a very solid product that is providing us great value and enhancing our business

Apr 24, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It's automating and simplifying our daily/weekly/monthly processes. It allows everyone in our business to access data that is appropriate for them, from staff to managers to workforce to dept heads.

Cons: The configuration isn't intuitive and required us to get onsite support. Once we did that, it was awesome.

Vendor Response

by Aspect Software on April 26, 2018

Collin - thank you for taking the time to review Aspect Workforce Management and for the high marks! We are thrilled to hear that it's providing value for you, and that it's helping you to automate and simplfy your contact center processes. We also appreciate your feedback on configuration. We will forward your input on to our internal teams for review so that we can continue to improve our solutions. -The Aspect Team

The logic makes sense, I wish the process for defining holiday factors and forecasting was better

Apr 24, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

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

Cons: 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.

Vendor Response

by Aspect Software on April 26, 2018

Thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that the tool is helping you with schedule management and accessing valuable data in your contact center. We also appreciate your feedback on the forecasting specifically for weather changes as well as multi-channel. We will forward your input on to our internal teams and will circle back with a more detailed response. Feel free to reach out to me directly if you'd like me to put you in touch with one of our product or implementation experts. -Shelley Hofman, Aspect Software, shelley.hofman@aspect.com.

Business has struggled with forecasting accuracy for over 6 years

Apr 24, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: a la carte option of different modules such as mobile, inform, adherence link, AI, empower. Open System.

Cons: version 8.1 and lower cumbersome to use. Business has struggled with forecasting accuracy. system integrated with Genesys via Gplus adapter. a 3rd party WFM system was implemented to compensate.

Vendor Response

by Aspect Software on April 26, 2018

Akash - thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams so we can continue to improve our solutions. -The Aspect Team

Top of the range product

Apr 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Functionallity. The new WFM Alarms are a great feature as well as the Forecasting and scheduling modules. Would rate these fucntions very highly.

Cons: Nothing stands out as a con. If I hadto pick something, it can be seen as expensive for small contact centres

Overall: Quick and easy to use

Vendor Response

by Aspect Software on April 25, 2018

Ric, Thank you for your review of Aspect Workforce Management and for the high marks! We appreciate your feedback and will forward your input on to our internal teams for review. -The Aspect Team

Capterra-loader

I've used Aspect for Realtime, scheduling, forecasting, IDP, and vendor management.

Apr 24, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: It is very comprehensive. I've used it for reporting and Realtime, scheduling, forecasting, IDP, and vendor management of our agents.

Cons: it is complicated to set up. The revert button is too close to the save button. It is difficult to get the data feeds from our BPO/Vendor partners.

Vendor Response

by Aspect Software on April 25, 2018

Cory, Thank you for your review of Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

The software

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Vendor Response

by Aspect Software on April 25, 2018

Thank you for your review of Aspect Workforce Management and your high rating! We are pleased to hear that you like the tracking, reporting and UI. And we appreciate your feedback on the customization. Your input is important to us and we'll make sure to forward this on to our internal teams for review. -The Aspect Team

we do not use the full functionality of the platform currently, general experience is positive.

Apr 24, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Scheduling tool quickly allows me to schedule agents across multiple locations. IDPs enable us the ability to perform real time monitoring.

Cons: System requires a lot of configuration. With the requirements of setting up both forecast and staff groups the initial prep time required is significant. Once the initial setup is complete the tool maintenance is straight forward.

Vendor Response

by Aspect Software on April 26, 2018

Brian, Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

My experience has been positive with the WFM product and Aspect Professional Services.

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: All the offerings in functions and features. I am really liking the Back Office and Multi-Channel features. The ability to have single and multi-skill. We can do so much!

Cons: When WFO had the last release to 8.1 not all features and screens remained. Then with 8.2 it still didn't come back. We want it back!

Overall: Automation and self service.

Vendor Response

by Aspect Software on April 26, 2018

Tina - thank you for taking the time to review Aspect Workforce Management and the high rating! We are so pleased to hear that you like the back office, multi-channel and multi-skill features. We also appreciate your feedback on the features needed in the latest version. Your input will be forwarded to our internal teams so we can continue to improve the solution and hopefully get you the features you need. -The Aspect Team

Been using WFM software for approx. 11 months now, and really starting to see what it can do!

Apr 24, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Scheduling with employee preferences.
Reports allows managers to see productivity, week at a glance reports are a big favorite.

Cons: Load time via cloud sometimes takes awhile to load, been experiencing some lockups. Would like to see the interface abit more updated.

Vendor Response

by Aspect Software on April 25, 2018

Joseph, Thank you for taking the time to review Aspect Workforce Management and for the high marks! We appreciate your feedback and will forward it on to our internal teams to review. -The Aspect Team

great product with great customer service

Apr 24, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: ease of use for the product. the customer service for when we have issues is also great. love our tech team.

Cons: some of the new features get moved around during upgrades and aren't documented or provided in the documentation.

Vendor Response

by Aspect Software on April 25, 2018

Dawn, Thank you for taking the time to review Aspect Workforce Management and for the high rating! We are thrilled to hear that you are happy with the product and also the customer service you receive from Aspect. We appreciate your feedback and will forward it on to our internal teams to review. -The Aspect Team

Aspect WFM is a true workhorse with a lot of flexibility in configuration.

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to use and configure on the fly as business needs change. Excellent user interface (WFO) for our in house customer representatives. The intra day reporting tools are fabulous for watching the day to day operation and empowering our staff to make adjustments throughout the day.

Cons: Complexity is sometimes too difficult for entry level staff. Documentation is not always detailed enough.

Vendor Response

by Aspect Software on April 25, 2018

Ann, Thank you for reviewing Aspect Workforce Management and for the high marks! We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

Useful, efficient

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Vendor Response

by Aspect Software on April 25, 2018

Oonagh, Thank you for your review of Aspect Workforce Management. We are pleased to hear that you find the solution useful and efficient, and also appreciate your feedback on the user interface. Your input will be forwarded on to our internal teams to review so that we can continue to improve our solutions. -The Aspect Team

Overall great support in the upgrade process to continue our business with WFM

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The new meeting opts tool to quickly schedule agents and meetings. The being able to use the cross reference feature is cool. Once you set something up its like a web try to figure out use a forecast of routing set is use etc...

Cons: Being able to forecast data with having a 5 year gap. Also the WFO piece is looking more web base and it very hard to use. The not having a arrow to flow in the software not very user friendly.

Vendor Response

by Aspect Software on April 26, 2018

Thank you for taking the time to review Aspect Workforce Management and for the high marks! We are happy to hear that you can quickly schedule agents, and appreciate your constructive feedback on ease of use as well. Your input will be forwarded to our internal teams so we can continue to improve our solutions. -The Aspect Team

challenging in a multi skill environment

Apr 23, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: user friendly, multiple ways to access employee data, schedules, easy access, stable

Cons: IDP in a multi skill environment, everything is interconnected, can't delete groups that are no longer used. reports are weak

Overall: none, we only replaced our software because our old software was no longer supported

Vendor Response

by Aspect Software on April 25, 2018

Judy, Thank you for reviewing Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams to review. Your Account Manager or one of our product experts should be in touch shortly to address your concerns and see where we can help. -The Aspect Team

Capterra-loader

I primarily use it to review forecast vs. actual and make staffing decisions such as opening up OT

Apr 23, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

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

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

Vendor Response

by Aspect Software on April 25, 2018

Joyce, Thank you for reviewing Aspect Workforce Management and for the high marks! We are pleased to hear that the solution helps you to make informed staffing decisions and that you like the customization features. we also appreciate your constructive feedback. All of your input will be forwarded to our internal teams for review. -The Aspect Team

We recently upgraded to Aspect Workforce Management 8.2 SP 2 and have had problems clearing data.

Feb 15, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use for end users is is top notch. Frontline supervisors and Agents have more capability than previous builds.

Cons: New training is required as the new system has "features" nor previously available. This has required multiple calls to Aspect to resolve as the training provided on their website does not match the live version.

Overall: The system is more robust and nimble. It has allowed us to find new options in scheduling in our call centers.

Vendor Response

by Aspect Software on February 16, 2018

Thank you for taking the time to review Aspect Workforce Management. We are glad to hear that it's easy to use and more nimble. Regarding your problems with clearing data and with training, we have passed this information on to our support team and they will be reaching out shortly to see if they can help. -The Aspect Team

The software is moving in a growing direction that supports many facets of our environment.

Feb 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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.

Vendor Response

by Aspect Software on February 13, 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

Good software to use when you don't have a better software to use

Nov 27, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

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

Vendor Response

by Aspect Software on November 30, 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

Excellent Product. Takes some time to learn, but once you understand how it works it is GREAT!

Jun 15, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Feature rich product, has all the bells and whistles you would expect. Agent UI is the best in the business on the new 8.0 versions and above.

Cons: Takes some experience to learn how to use the product. You can't just flip a switch to get it to do what you want. But once it is configured correctly it is a powerful ally.

Overall: It makes an impossible job possible. Best in the business support, and a great training environment.

Vendor Response

by Aspect Software on June 16, 2017

Thank you so much for taking the time to review Aspect Workforce Management. We are thrilled to hear that it "makes the impossible job possible" and that you gave it such high marks! We appreciate your feedback and have forwarded all of your comments on to our internal teams for review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

The WFM tool is impressive, especially when it comes to the WFO quality application.

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: The Aspect Workforce Management tool is quite an impressive application for our company to use; especially when it comes to the Workforce Optimization Quality tool. I love the ability to add annotations and attachments to scorecard evaluations.

Cons: It would be nice if the software had the capability to update scorecard templates, instead of having to go in AQM to do so.

Vendor Response

by Aspect Software on June 07, 2017

Thank you for taking the time to review Aspect Workforce Management and are thrilled that you are impressed with the solution! We appreciate your feedback and we have forwarded all of your comments on to our internal teams to review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

It's taken some time to build expertise and fully operationalize the features of the software.

May 16, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Integrates with our Unified IP platform from Aspect and provides single suite of products to review real time performance of call center agents as well as staffing needs.

Cons: Difficult to determine best capabilities to use for the various needs we have. Takes lots of experimenting and trial and error to find reports or other features that give WFA staff the views they need.

Overall: Has ultimately given us ability to model and forecast staffing more consistently and integrate with our real time views of performance at an agent and program level.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We value having you as a customer and look forward to a lasting partnership. -The Aspect Team

Great product used in our contact center that assists with forecasting and scheduling.

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use and ability to understand products and services available to customers in the contact center which allows us to achieve SLA goals.

Cons: A struggle for the staff is the inability to enter PTO requests in a range or have the system automatically approve PTO day that are available if the submission was entered in a range.

Overall: One stop shop for forecasting and scheduling services in the contact center.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are so happy that you find the product easy to use. We appreciate your positive and constructive feedback and have forwarded it to our internal teams. -The Aspect Team

I am a fairly new user of WFM, however it has been a very easy program to learn

May 09, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: what I like most is the ease of use, how simple it is to learn new things, and the help menu is my best friend

Cons: what I like least about wfm is checker queue. I'm hoping to find out more during this conference in terms of a solution

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

friendly

May 09, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: functionality available to our company. Evolving the product to stay in line with the industry

Cons: Scalability for larger complex companies. Some complexity when evaluating requirements and resulting schedules impact to SLA and Occupancy

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our product management team. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

WFM is a nice everyday tool that I can use to manage schedules for my staff without too much effort.

May 09, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Navigation is easy with pop up windows that are easy to understand and enter data into. The functionality within the Intra-Day Timeline is one of the best ways for me to manage schedules effectively throughout the day.

Cons: I am not familiar with all of the system's capabilities and it is difficult to understand if some buttons or menu options pertain to what I am trying to accomplish.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Good product, but customer service and help desk support need work

May 09, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

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: With the functionality comes complications. It has a very high learning curve. We have had many issues with our reps. Our service when we call for tech support is very hit or miss depending on who we get.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Product is easy to use, however support and "help" is not very reliable.

May 09, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: 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

Cons: 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

Vendor Response

by Aspect Software on June 14, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team Added note: Did you know that our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities? It may be a great resource for you and your team.

worked with product for years seems stable and reliable

May 09, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: easy to manipulate schedules and functions like other core programs i.e. outlook. empower for agents is easily understandable and easy to navigate

Cons: some setup is hard to understand as things are all a web of connections. if you don't have the knowledge base it can be difficult to navigate and set items needed by your business up

Overall: schedule manipulation and set up.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

unlock all the features and functionality .

May 09, 2017
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: Visual interface is friendly and the call center supervisor can get real time status and give immediate feedback and take corrective action

Cons: need to connect up post implementation - we feel that we have not unlocked the full potential of the software.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

WFM user back to TCS, also exp w/ IEX and Verint

May 09, 2017
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Very good forecasting abilities, good schedule generation. Ability to view and modify schedules from both agent and admin easy.

Cons: Can be difficult to admin. establishing new FG's and SG's or group allowances can be very confusing and is an overly complicated multi step process.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Fairly easy to use but not a lot of support for specific questions/solutions

May 09, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Forecasting/staffing features. Single skill features are fairly easy to customize. Easy to identify scheduling needs.

Cons: Difficulty of multi-skill set up and use. Viewing multi-skill IDPs and viewing appropriate staffing is cumbersome and difficult to break out

Overall: Ability to forecast and staff multi site contact centers

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I find value in the eWorkforce Management for most facets of my support within our locations.

May 09, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like that the software allows you to configure it to your business needs. I like that ability to save views. This allows for timesaving daily navigation.

Cons: I would like to see a more dynamic view for permission groups. Potentially a way to view reporting to determine where checkmarks may have been missed when granting permissions to users.

Overall: The software is moving in a growing direction that supports many facets of our environment.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

While the software appears to have extensive capability, we do not currently optimise its value

May 09, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Range of capabilities and through this, available benefits to our business. The reach of the solution should provide our business with more than just scheduling benefits and I am keen to understand and utilise this better

Cons: Without the right range of user skill, the true value is difficult to realise. I would be keen to see ongoing training and support for users - both back office and frontline - delivered in an efficient, accessible manner

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

We love WFM!

May 09, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We enjoy all of the different options for the CSR's and admins. Has a nice flow and setup. The help desk is easy to work with.

Cons: Currently the API issues for chat integration from other chat vendor. Currently you can no save any filters on WFO.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear that you love the product! We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

WFM is a good product, the WFO suite is great for our agents

May 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

Cons: 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.

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

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear such good feedback from AccorHotels, and we¿re so happy that you like the dashboards! We value having you as a customer and hope your upgrade goes smoothly. -The Aspect Team

provides good practical tools for contact center forecasting and BAU servicing.

May 09, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: familiarity with tools....similar functionality between releases and upgrades. Good data is produced

Cons: lots of data which is good but difficult to cut into relevanancy without much manual input - at a glance reporting is my preference.

Overall: ease of daily business forecasting and reportings.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I use eWFM daily as well as my team. It is a great system to manage the agents and manage the day.

May 08, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: For the agents, it is a great system to track their schedule and with notification manager, we can let them know right away if we change their schedule due to business needs.

Cons: Some of the auto run parameters. I would like the ability to start multiple auto runs (10-12) at a time and let them run. I would also like to choose a tracking date for auto runs. They run on current date and if they fail or are delayed, it will default to the next day so now you have to manually export the report.

Overall: The ability to monitor current performance and to predict future performance.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are so happy that it helps you more easily manage your agents. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I have worked with Aspect/TCS for 21 years and Love it, great updates/products

May 08, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The versatility and ease of use of the product, the service that I receive from the help desk, employees are super friendly

Cons: Aspect Learning is not very user friendly/understand it's going to be revamped :-) The adherence view using aux codes and the nightly AP report aren't easily able to be mirrored for reporting aux code adherence in a nightly feed.

Overall: Employee empowerment

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We love hearing from our long-time fans like you! We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Great! Beyond implementation and our initial setup - we realize there are unimaginable ways to grow!

May 08, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Again, the best thing about Aspect WFM is that every scenario and case use is baked into the product from the beginning ... Starting small and expanding is as easy as 1-2-3!

Cons: Least - the length of time to implement and train. However, it's proven to be well worth the extra elbow grease.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect partner- we truly value our relationship with you. -The Aspect Team

Amazing Product

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The scalability and flexibility to manage any scenario that comes up. The look and feel is cutting edge!

Cons: Skill Group scheduling and limited forecasting. Wish there was more quick scenarios (all in one screen versus multiple tabs/multiple places).

Overall: Massive return on my investment, happy employees, happier management, more time to do analysis versus data collecting.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We love hearing from Aspect power users and partners like you. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect partner - we truly value our relationship with you. -The Aspect Team

User friendly, easy to navigate. Like that I can set up and save/share reports that used frequently

May 08, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Easy reports. Easy to retrieve several segments and change all at once. Ease of exporting segments to excel.

Cons: The save button and the undo button are to close together and always undo my work - not user friendly when several changes made and have to be redone

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Been using aspect in the insurance industry for 7 years

May 08, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Easily reading schedules for agents, the adherence view function that can point out to agents what time frames they are out of adherence

Cons: running Intraday can take a lot of time, especially the multidimensional option. WFO for agents is not the best or easiest to read and understand.

Overall: Love all the enhancements and new features. Looking forward to mobile apps

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate feedback from long-time customers like you, and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I have enjoyed using Workforce Management and it is the only tool I have ever used.

May 08, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like that it allows me to locate items easily with the retrieve segment option. I use this constantly in any way that I can think of to find data. I often will retrieve multiple segments and then filter the list of employees down so I can find which ones are missing a segment code for example.

Cons: I like least the feature that is missing... I could really use a feature to schedule coaching sessions bi-weekly and monthly meetings on say the third Thursday of each month.

Overall: It is better than using Excel which I started with.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

WFM has been essential for managing our call center but we have had a few bumps with non-call mgmt

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Really powerful in creating forecasts for volume, ATT, shrinkage, and schedules for our various phone teams.

Cons: Feels like it is software in the past, yester-year. We are in 2017 and need to have the power of the call forecasting, schedule, time-off management, etc. for the numerous ways our Customers contact us. Along with bringing that level of flexibility to our employees.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. It sounds like you may be upgrading later this year which will provide you with the latest features and functionality, plus a modern user interface. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

The product is very user friendly, but limited on a few things. Looking forward to the new updates

May 08, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The look, colors etc. The shortcuts, copy features are amazing. Super easy to use, able to adapt to your own liking

Cons: not being able to save certain searches. Delete button is too close to others such as save. All have mistakenly deleted and had to start over

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Overall, I am very satisfied with the product and have recommended it to several other companies.

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The flexibility to work with many business models even within the same organization. It is an analyst's product, not a point and clicker.

Cons: Not specifically intuitive, especially for anyone who has never actual had a usable WFM product. There are several areas menu items you may see, but not all the available parameters apply, in particular within forecasting. Several legacy items still show in the menu options that are no longer valid.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Large suite, lots of possibilities

May 08, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

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.

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

Vendor Response

by Aspect Software on June 02, 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

New to Aspect, active learning not user friendly

May 08, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Visibility to agent schedules and segment codes. Intraday view is easy to understand and view for multiple work groups

Cons: Hard to say being that I am new to using Aspect. Hard to find easy accessible resources for self serve help

Vendor Response

by Aspect Software on June 14, 2017

Thank you for taking the time to review Aspect Workforce Management. We are glad that you are already finding the solution user friendly! We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being a valued Aspect customer. -The Aspect Team Added note: Our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities. If you haven't tried it yet, check it out!

It's been really good and has made us more efficient with schedules.

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like how I can compare all agents productivity based on teams. I also like how you can easily see everyone based on department.

Cons: I wish you could carry over a segment already scheduled for an agent if they are getting a new schedule or at least the system could alert you.

Overall: lots, including scheduling

The product allows us to schedule our agents as we need them.

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The software is very much customizable to fit our needs. We always get the changes we need.

Cons: Sometimes we have a lot of work that is manual when it comes time to do our shift bid work.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled that you gave us a 5-star rating! We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Great product and support. There are a few items that need enhancement

May 08, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use for Core product. The flexibility to control access as well as being creative in routing sets.

Cons: Changes to WFO for regular users. Changes are positive however they are not user friendly for those that do not have a strong WFM background. Requires a lot of in depth training. Several features need to be enhanced to mirror the core product features - sorting, saving preferences (columns, employee selection, etc).

Overall: Increased efficiency, schedule flexibility, agent satisfaction (mobile app)

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled to get the high marks, and appreciate the constructive feedback as well. We have forwarded your comments on to our internal teams so we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Easy to use and quick to implement

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like the ability to use the forecasting module for Budget and staff forecasts. The ability to multi skill and see staffing numbers is impactful to my business

Cons: Real time management. Seems behind other WFM software companies We are looking for a product that is easy to update and add exceptions for adherence tracking

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

our main workforce management tool

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: the releases address items we've identified which keep making the product better.... Aspect is listening to it's customers

Cons: There is not much I do not like, but I'd have to say only knowing the pieces that I use when it has so much more to offer, but I have so little time to explore.

Overall: customer care reporting, analytics, performance management

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We love the high marks and are so happy that you feel we are listening to our customers. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Good overall application.

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Ability to generate schedules and forecast volumes. I like the ease of use for the WFO platform....

Cons: Small inconsistencies like time stamps and duration fields are on some areas but not others.......

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Enabling. customizable, flexible

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Provides stability, encompasses years of experience. Typically a way to get anything desired done.

Cons: Sometimes requires multiple steps to accomplish basic need, can be too complex for basic needs. Not always intuitive.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management and your 4+ star rating for the product. We appreciate all of the feedback you provided and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Aspect/WFO software admin

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Like the custom report / the new WFO interface is more agent friendly. Compliance no longer is rounded a huge plus

Cons: Aspect support knowledge/ when calling support it takes several attempts to get to tier III. They need more knowledge.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams so that we can better support you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Workforce Senior Analyst- 5 years

May 08, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your positive and constructive feedback, and have forwarded your comments on to our internal teams so we can continue to improve how we serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I did not realize how much my company is lacking with the software until attending the conference.

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I like the workforce real time tracking that his available. It is very useful when tracking attendance. It gives a clear picture that help eliminate the debate with associate dispute because the software is very accurate and precise. I also like the scheduling piece especially when updating multiple agents at once. For the most part the system is very user friendly.

Cons: What I least like about the system may not be an aspect issue but trying to get clear concise instruction on how to set up to insure that the intra day data that is being used is correct.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

good system, however running into some slowness when saving segments

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: variety of functions, and applications, user friendly, another useful part is reporting, able to pull necessary information for better center performance

Cons: not easy to navigate, running into some challenges, on the tracking part, unable to save a segment within the same day frame, I believe in the past able to put all time within same day frame

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that you would likely recommend the product! We also appreciate your constructive feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Workforce is great for forecasting and scheduling

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Workforce Management is great for forecasting, scheduling, Intraday Patterns, staffing hours, superstates, and scenarios

Cons: I wish there were more abilities to create more tracking and formulas, the ability to bring in ATT & ACTW from Avaya would be great!

Overall: staffing & scenarios, tracking and forecasting

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled that you gave us a 5-star rating! We appreciate your constructive feedback as well, and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I really like this software for Workforce Management

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It is user friendly, has many options for call center use. love the capabilities and and the support they offer our company

Cons: wish they add more reports on agent adherence. The trainings between upgrades can be challenging. I wish they had more specialized training with upgrades.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams so we can improve our support and training. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Longtime Aspect user, since they were TCS.

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Compared to other software's we have viewed, Aspect has the most flexibility for schedule and PTO bids. They also allow customization for our outsource model.

Cons: Training between upgrades. Although they provide elearning, we would appreciate direct and specialized training for our team, without a large cost.

I do not find the product to be very user-friendly.

May 08, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: I like the new design in 8.2 - Configuration, Tracking, etc. and the options listed under each item.

Cons: There are some features that do not satisfy the goal. For example - PTO bid - it's automated but not fully functional. The round by round takes too long. Why not set it up where agent bids on the # of schedules based upon how they are ranked.

Overall: The basics of forecasting and scheduling.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Good scheduling software product and forecasting functionality is great.

May 08, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Forecasting functionality, scheduling and real time management options are great. It enables us to maximize agent resources.

Cons: Not very user intuitive and requires specific training to be able to leverage the tools. Online training is ok but could be enhanced.

Overall: Able to schedule agents efficiently and manager real time operations.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are happy that the our solution can help you maximize agent resources, and will look into how we can improve training. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

This software meets most of our WFM needs. Some limitations accom. union rules for scheduling.

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: WFO interface! The ability to increase self-service scheduling and customized reporting for our users.

Cons: Inflexibility with scheduling rules. We have complex union rules around agent rotation and seniority. We need to rotate scheduling requests by agent, not by schedule (e.g. we can't use the roster function)

Overall: Forecasting and scheduling efficiencies and automation. Scheduling notifications and automated reporting using autoruns save a lot of time.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that you love the interface are able to increase self-service scheduling. We appreciate your constructive feedback as well, and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

World Class Forecasting and Scheduling Tool.

May 08, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Feature rich product. Options are almost limitless. Offers a lot of flexibility for both scheduling and forecasting

Cons: Tough to use right out of the box. Requires some real WFM experience to understand scenario/modeling.

Overall: Forecasting tool makes it easy to determine staffing requirements.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We love to hear the words "World Class Forecasting and Scheduling Tool" and are so pleased that you are happy with the product. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Excellent WFO Suite

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I am a long time WFO user and love everything about it. I really love the speed and reliability of the 8.x products.

Cons: Web technologies can be a little slow when you have a large user base. It may need some work on scalability

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear such good feedback from Citi and that you "love everything about it." We appreciate your feedback and we have forwarded all of your comments on to our internal teams to review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Overall a strong tool for managing workforce

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The WFM application suite provides a wide array of useful tools for both agents and administrative staff.

Cons: The main eWFM client is sometimes hard to navigate, and the Windows-only environment ends up requiring additional hardware and software to run in a Mac environment.

Overall: Streamlined management of required headcount and day-to-day scheduling of support staff.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management and giving us a 4+ rating! We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I have worked with Aspect from implementation to system management

May 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use for end users, they have the ability to control their day. This frees up time for the management team as well as the WFM team (I originally ran TCS).

Cons: Need better ability to update IDP's and or system reports in real time. We are continually trying to improve our same day processes.

Overall: We see an increase in schedule adherence and productivity.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We are happy that you find the solution easy to use and have seen an improvement in adherence and productivity. We appreciate your feedback and we have forwarded all of your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I use this product for forecasting volumes. The product has some great features

May 07, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Auto run features to schedule reports
Forecasts accuracy is generally very good.
Ability to schedule reports and download them later is a great feature.
Ability to normalize for holidays is great

Cons: The slowness of the interface is a major problem. I face a lot of delays in the system
It would be great to have a database connection to national holidays across countries auto incorporated.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your positive and constructive feedback, and we have forwarded your comments on to our internal teams so we can continually improve. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Strong platform. Would love some more robust forecasting options.

May 07, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Front-line employee options and interface. Ability to manage their own schedule. The meeting and schedule optimizers are solid.

Cons: More forecast modeling options. Multiple different methodologies in order to find what works best for your own business.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Documentation is poor; Very robust tool

May 07, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Very customizable for our crazy union/labor rules. I like that there are many ways to get to the same outcome. I learn something new every day with this product.
-----------------------------------

Cons: Documentation is very poor. It takes a lot of hunting around to figure out issues.
------------------------------------------------------------------

Overall: Better management of staff

Vendor Response

by Aspect Software on June 14, 2017

Thank you for taking the time to review Aspect Workforce Management. We are happy that you find the tool robust that works well for your union rules. And we have taken note on your feedback on documentation. We appreciate your feedback and we have forwarded your all comments on to our internal teams so that we can better support you.. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team Added note: our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities. If you haven't tried it yet, check it out!

user friendly

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like the different reporting that is available. It is also user friendly. With the MILA allows agents to be more in control of their schedules.

Cons: I do not like the break optimizer; it does not seem to catch trends. Aspect is also difficult to use for small work groups.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Via Customer Engagement Center. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I feel the product is easy to use once you are trained on it, but the scheduling tool needs more

May 07, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: The agents find the schedule change requests and trades easy to use. The IDP is good per queue. Easy set up

Cons: The support with the product takes in my opinion far to long to troubleshoot. If level 1 does not understand the issues please escalate immediately

Overall: Worked great coming from a home grown system.

Vendor Response

by Aspect Software on June 14, 2017

Thanks for your feedback on Aspect Workforce Management. We strive to provide fast, knowledgeable support and have shared this input with our Customer Care team. We truly appreciate your feedback and value having you as a customer. -The Aspect Team

Nice product, needs additional features representative of multiple companies.

May 07, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Ease of training, agent view is extremely positive. Design of product is on its way. Real-time monitoring is very helpful.

Cons: Support and features need to be resolved and implemented in a timely manner. Scheduling function needs help.

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your positive and constructive feedback and we have forwarded your comments on to our internal teams so that we can continually improve how we serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

like the functionality

May 07, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The varying levels of reporting info, summary and agent details. The administration is heavy for thousands of users

Cons: expensive and hard to administer for thousands of users. Need mass maintenance and upload or API interface.

Overall: performance management information and scheduling. It would be nice to have a mobile option

Vendor Response

by Aspect Software on June 04, 2017

Thank you for taking the time to review Aspect Workforce Management. We are glad that you like the functionality and have forwarded your feedback on the heavy administration on to our internal teams so we can continue to improve the solution. Thank you for your feedback and being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Daily use of RTA and Aspect to observe and manage the real time activity of our company (nationwide)

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: RTA, Empower and scheduling features are incredibly easy to use and manage. My job relies very heavily on these features.

Cons: The forecasting feature does not work well in our environment. I would like to see more available conditionally formatting to improve RTA view.

Overall: Empower is easy for our agents to understand. The use of most features in Aspect are easy to explain and training new hires on the use is easy.

Vendor Response

by Aspect Software on June 04, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled that it's so easy for you to use and appreciate the high marks. We also appreciate your constructive feedback, and we have forwarded all of your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

For the most part I like eWFM, I would like to see additional features, querying the DB is hard

May 07, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like the scheduling. And I like the IDP's and that I can build multiple IDP scenarios. I also like that I can configure the superstates. And I like that I can create multiple schedule scenarios.

Cons: querying the database. It is really hard to query the database. It would be helpful if there was online training or some kind of training or a class or an online class. Or even if someone from Aspect could come in a help.

Overall: I get a lot of benefits from this software. We get scheduling benefits and tracking benefits and we get the benefits from the IDP's. I think we would benefit a lot from the using the scheduling scenarios more. We also get benefits from reporting.

Vendor Response

by Aspect Software on June 14, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback on querying the database and training, and we have forwarded all of your comments on to our internal teams so that we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team Added note: our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities. Check it out when you have time!

AQM is a great capture system for call reviews

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: AQM- The ability to search on many fields team, agent time, DNIS. Ability to capture call for review .

Cons: upgrade to newer version decreased search functions, and display ability to pull a greater number of calls

Overall: great agent coaching

Vendor Response

by Aspect Software on June 04, 2017

Thank you for taking the time to review Aspect. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Scheduling function is the best except for schedule creation. Forecasting needs to be easier

May 07, 2017
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

Cons: 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.

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

Vendor Response

by Aspect Software on June 14, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that the "scheduling function is the best", and also appreciate your constructive feedback on the forecasting. We have forwarded all of your comments on to our internal teams so we can continually improve how we serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team Added note: We are working on new forecasting and scheduling elements in our web interface. Your Account Team can help provide you with information on this.

Daily use of forecasting and agent scheduling

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Software is easy to use and is very easy to set new forecast and staffing groups. You can easily set up new applications to have a breakdown of many groups within eWFM.

Cons: Would like to have an easier way to import schedules when building new sites within eWFM. Would like an easier way to import applications to create new forecast and staffing groups.

Overall: easy daily function for scheduling agents and tracking real time metrics

Vendor Response

by Aspect Software on June 04, 2017

Thank you for taking the time to review Aspect Workforce Management. We are happy to hear that the software is easy to use, and appreciate your constructive feedback as well. You comments have been forwarded to our internal teams so we can continually improve how we are doing things here at Aspect. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I love APM and look forward to upgrading

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: APM - quick metric views and ability to view different dimensions quickly. Also, like role based security allowing different users different viewing capability

Cons: APM - I am frustrated with the interface with workforce, specifically, the supervisor hierarchy does not have history.

Overall: Our agents love it and review APM daily. Our supervisors rely on the metrics to manage their team and support their goals.

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management and Aspect Performance Management. We are thrilled to hear that you and your agents love APM, and appreciate your constructive feedback as well. Your comments have been forwarded on to our our internal teams so that we can continually improve our products. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Solid product, but could use a good amount of love on the UX side.

May 07, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Super powerful, lots of features, ability to do things in different ways or combine functionality.

Cons: Usability, lack of improvement on the user experience and user driving design, no clear inclusion of previous feedback from power users (shown by lack of change over many years)

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams so we can continually improve our solutions and how we serve customers. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

I consistently use WFM and Unified IP

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I do believe that the call forecasting tools are extremely beneficial to the call center environment.

Cons: I believe that some of the formulas could be a little more easily customizable. I wish there was a capability to design a call queue with a queue for schedule purposes.

Overall: Call routing and overall scheduling\forecasting

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that the forecasting tools are extremely beneficial to your call center, and \we appreciate your constructive feedback as well. Your comments have been forwarded on to our internal teams so that we can continually improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

We have used this product for many years for workforce scheduling

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: For the most part, the core application is very stable and we tend to not have issues with it not functioning as expected.

Cons: Inflexibility with the structure such as the configuration process with the forecast groups and the time zones.

Overall: We are able to efficiently schedule for our call centrist but are looking to expand to webchat.

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Easy to understand

May 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Multiple views of agents. Non-client based. The support provided by Aspect is stellar. Reponses are quick and there is not a "it's not my job" attitude.

Cons: Shift bidding tricky in a multi-contact center Union environment. Without the enterprise version it is difficult to view real-time data.

Overall: Much better visibility into how agents are spending their time. We also have it tied to Kronos so we can pass time allocation directly to payroll.

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that our support has been stellar! We also appreciate your constructive feedback, and we have forwarded all your comments on to our internal teams so we can continually improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Have utilized WFM since it was TCS, almost 20 years of use.

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

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

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

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

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate both your positive and constructive feedback, and have forwarded your comments on to our internal teams so we can continue to improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Have used it for years and it is solid yet core factions have not changed since I started using it

May 07, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: IDPS
Superstates
WFO
Employ tree flexibility on assignments
Open Database Connectivity
datacenter

Cons: COST!!!!!!
COST!!!!!!
overall Decrees in Customer Service from account management
No real upgrades to core features FST and RTA

Overall: Call center improvements

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. We appreciate your candid feedback on the functionality and cost. We have forwarded your comments on to our internal teams so we can continue to improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Have used TCS / eWFM since 1997. Typically the best WFM product for all features, functionality

May 07, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: With all the years of use and upgrades that I have gone through, the software tends to be meet and sometimes exceed the overall needs of the customer

Cons: Needs to be quicker to market for new technologies so that its user base can adapt as quickly as its internal customers

Overall: years of usage

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Workforce Management. We love hearing from long-time customers like you and are happy that you think it's the best WFM product for all the features and functionality. We also appreciate the constructive feedback, and have forwarded all of your comments on to our internal teams so we can continue to improve development of the product. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team