Aspect Software

Aspect Quality Management


4 / 5
10 reviews

Who Uses This Software?

Contact centers with Avaya, Cisco or Aspect ACDs seeking to enhance their quality management process with a richly featured and easy-to-use recording and quality monitoring solution.


Average Ratings

10 Reviews

  • 4 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • 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 Quality Management

Ideal for 100+ agents, Aspect Quality Management offers call recording capabilities which monitor agent audio and screen interactions in real time, and which calibrate agent quality scores to ensure consistency and fairness. Automate the quality process with advanced analytics to sample 100% of calls and perform ad hoc searches on interactions using keywords and phrases.


Aspect Quality Management Features

  • Archiving
  • Call Sharing
  • Distributed Call Recording
  • Event Triggered Recording
  • File Transfer
  • Instant Retrieval
  • On-Demand Recording
  • Recording Bookmarking
  • Scheduled Recording
  • Screen Activity Recording
  • Video Call Recording

Aspect Quality Management Reviews Recently Reviewed!


Good experience, its a flagship product for qualithy management

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: The UI is very intiuitive and easy to use, They have a solid product; however it's very difficult to get customer issues resolved. They pay well, however they are very difficult to deal with on actually getting paid your bonus, you have to fight with them on every metric to prove you accomplished it. It's a technology company owned by venture capitalists." We always fair in treatment - they were very understanding when I was let go and had a great severance package" The incredible amount of knowlegde and training I have obtained. I have had an opportunity to work at the largest banks in the world and have them listen to what I have to say at the age of 33. Multiple campuses to support and worked there during a complete cutover of networking, great challenge

Cons: Some of the integration from the on premise solution to the hosted/cloud needs some work with some of the other integration points (i.e. zipwire, and AQM classic ) needs to sundown the classic so you as a customer dont have ton continue to manage two systems.

Easy to use, everything in one place, great layout.

May 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money

Pros: I enjoy the ease of maneuvering around the application. The layout is great, both aesthetically and functionally.

Cons: The 30 minute timeout, regardless of whether you're active or not, is incredibly inconvenient. I have, on multiple occasions, been in the middle of creating a template when I get kicked out, and then I have to start all over. This is very frustrating, and it doesn't make much sense to have a tool that works this way.

Vendor Response

by Aspect Software on May 17, 2018

Allison, thank you for taking the time to review Aspect Quality Management and for the high ratings! We are pleased to hear that you like the layout and ease of use. We appreciate your input on the time out issue as well. The good news is that it looks to be a configurable setting. Our QM product manager will be reaching out to you to discuss shortly. Thank you again for input, we really appreciate it. -The Aspect Team

Aspect

Dec 05, 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: 10.0/10 Not
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Pros: It has brought great enhancements, specially for those working in a contact center environment, simplifying a lot of data in a few seconds, provides accurate data in terms of retrieving staffing, call volume, and trends, this tool is key for businesses successful since it brings everything summarized in this tool , additionally reports taken from the tool guarantee profitability as well when it comes to present scenarios and variability to clients.

Cons: As technology moves forwards, few of the things to be changed will be the view, not all, but certain clients are more visual to either get or give data, working on view in the tool will definitely bring more satisfaction to users.

Overall: More than welcome with the improvements shown lately.

Comprehensive recording/scoring system for contact center quality management

Apr 25, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The search and filter capabilities are very good to find the calls you are you looking for in order to review quickly

Cons: Performance across a company network can be slow with larger recordings. Upgrade process is expensive and cumbersome.

Overall: Accurate call recordings and great search capabilities.

Vendor Response

by Aspect Software on April 27, 2018

Steve - thank you for taking the time to review Aspect Quality Management and for the high marks! We are pleased to hear that you like the comprehensive recording and scoring as well as the search and filter capabilities. We also appreciate your feedback on the upgrade process. We will make sure to forward you input on to our internal teams to review. -The Aspect Team

Aspect's Quality Management products have been vital to our quality control.

Jun 07, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: It's easy to use, intuitive, and reliable. I really like the new workforce optimization quality over the traditional AQM hosted platform, it's made numerous enhancements to benefit the users.

Cons: I would like to see user administration out of the new WFO quality. It's currently the only reason our administrators need to access the AQM Legacy site. I'm sure Aspect is working on fully transitioning this over.

Overall: Ease of use, accessibility to calls, and reliability.

Vendor Response

by Aspect Software on June 07, 2017

Thank you for taking the time to review Aspect Quality Management. We are glad that you are finding it easy to use and that it's vital to your quality control. We appreciate your feedback and we have forwarded 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

The product works however the upstream systems make it less functional and useful

Apr 24, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The quality management team likes the ability to score and share the details with the agents and supervisors. Scoring feature is user friendly.

Cons: AS I mentioned above, upstream system's inability to send the metadata in an efficient manner basically reduces the tool's capabilities.

Vendor Response

by Aspect Software on April 26, 2018

Shiva - thank you for taking the time to review Aspect Quality Management. We are pleased to hear that the scoring feature is user friendly, and also appreciate the feedback on the upstream systems. Your input will be forwarded on to our internal teams for review and a product expert will likely reach out to you to follow up. Thanks again for taking the time to share your thoughts. -The Aspect Team

Increase my productivity . Better reportering. Increase the number of monitoring.

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: 8.0/10 Not
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Pros: Reports and formats are most friendly.

the info is share to team easier. Hability to coaching quick.

Cons: Hard implementation because our pbx is Avaya and old. Initial reporting not functioning correctly...

AQM is user friendly and easy to self learn.

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
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Pros: I like all of the options available to search by or identify a call or recording. It is easy to use, understand and use.

Cons: The complex configuration for off phone team screen recordings. It is hard to understand and let alone explain.

Overall: Great ability to find and zone in on different type of calls for coaching.

Vendor Response

by Aspect Software on April 26, 2018

Abad - thank you for taking the time to review Aspect Quality Management and for the high rating! We love hearing that the solution is easy to learn and that you like how you can search and identify calls easily. We also appreciate the feedback on the non-phone recordings. Your input will be forwarded to our internal teams for review so we can continue to improve our solutions. -The Aspect Team

The Aspect Quality Management tool has been quite disappointing since moving to the cloud. Not good.

Jun 07, 2017
2/5
Overall

3 / 5
Ease of Use

1 / 5
Features & Functionality

3 / 5
Customer Support

1 / 5
Value for Money

Pros: I like the ease of use, and how user-friendly it is to create searches, play call recordings, and score calls.

Cons: The fact that since we have moved to the cloud we do not have the ability to play screen recordings in AQM is very disappointing. AQM has been our primary Quality Monitoring tool, and now it does not work for our needs. I am glad that we have WFO, but I still think AQM should carry the same functionality.

Vendor Response

by Aspect Software on June 07, 2017

Thank you for your review of Aspect Quality Management. We are sorry to hear that you are not satisfied with the product. We have forwarded your comments to our internal teams and will have your Account Team reach out ASAP to see how we can better serve you. Thank you for the feedback. We really appreciate it so that we can continually improve our solutions. -The Aspect Team

Very good, asfter setup was completet it works great

May 09, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: dependability, it allows for very good final user acceptance, and overall system performance. Agent adaptation was great

Cons: Very slow during initial setup process, going from NICE to Aspect we had to learn to adapt but it has help eliminate a lot of EXCEL

Vendor Response

by Aspect Software on June 02, 2017

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