Aspect Quality Management

4 / 5 4 reviews

Who Uses This Software?

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


Average Ratings

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

Product Details

  • 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

As part of Aspect's workforce optimization suite, Aspect Quality Monitoring 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!

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
Likelihood to Recommend: 10.0/10 Not
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Extremely
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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 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

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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Extremely
Likely

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...

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
Likely
Extremely
Likely

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