Aspect Workforce Management

Aspect Workforce Management

(95)
4.0 out of 5 stars

As part of our comprehensive workforce optimization suite, Aspect Workforce Management delivers mathematically accurate blended forecasts and scheduling of voice, multi-session chat, email, social media and other interactions channels. Aspect WFM provides a modern UI with icon and widget-based dashboards, a mobile app and automated agent/supervisor chatbot to greatly simplify the agent task of viewing, changing and maintaining schedules.

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Aspect review by User in Financial Services
User in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Aspect"

What do you like best?

I love that tracking capabiliy of the scheduling and the capability to submit requests for updates to the schedule

What do you dislike?

I believe it is probably just a systematic setting but I dislike the capability to update the schedule easily

What business problems are you solving with the product? What benefits have you realized?

Aspect allows to manage the productivity of our department and team members

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Aspect review by User in Entertainment
User in Entertainment
Validated Reviewer
Verified Current User
Review Source

"Aspect forecasting"

What do you like best?

The forecasting module is setup to either manually input forecast or auto-generate based on historical

What do you dislike?

Integration with other systems for non-phone work, must be purchases in a separate add-on for back office work. Only distribution available is an erlang model, need to have more options.

Recommendations to others considering the product

Have the Aspect team spend the time shadow the current workforce planning and staffing process and take the appropriate time to setup correctly in Aspect. Otherwise you'll find a lot of wasted effort re-creating routing sets for forecast groups and skills.

What business problems are you solving with the product? What benefits have you realized?

Forecasting and staffing for contact center workload, accuracy of reporting from the system (assuming all setup and configuration is correct)

What Contact Center Workforce solution do you use?

Thanks for letting us know!
Aspect review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Takes time to change to the Aspect WFM approach to planning, but it does some things very well."

What do you like best?

Request checking, personal account management and group allowances. The Superstate Analysis has definitely made a difference. Aspect WFO is a good enhancement in terms of look.

What do you dislike?

Aspect RTA is far to restrictive and would be better designed to provide all selected employees with their schedule activity, actual activity and status of adherence. The need to 'model' our queues, routing and groups rather than configure something closer to our actual ACD configuration is often frustrating.

Recommendations to others considering the product

Revamp Aspect RTA to provide a simpler view. Work on a more resilient forecasting module that can be based on more than historical trends. Allow schedules to be viewed and edited in a resolved view.

What business problems are you solving with the product? What benefits have you realized?

Non-productive time management (meetings, coaching, etc.) and the ability to allow everyone to self-serve has been very useful. Fundamentally, it is the ability to use IDP to review net staffing that is the hub of what we do.

Aspect review by <span>Jonathan C.</span>
Jonathan C.
Validated Reviewer
Verified Current User
Review Source

"Aspect - Leader in Workforce Management"

What do you like best?

Aspect Workforce Management is a very robust system with a whole host of features to better help manage our workforce. The core software provides a number of reporting options as well as functions to help creatively solve staffing challenges. Aspect also provides services (such as APIs and web-services) that allow us to integrate our own tools into the system for a seamless advisor experience.

What do you dislike?

The software does have a steep learning curve simply because there is so much built into it. I've been working with it for over 10 years and still find new features I didn't know existed.

Recommendations to others considering the product

We suggest working closely with Aspect during implementation and being honest and upfront about your needs. As mentioned, the tool offers a lot in functionality and reconfiguring the tool to fit changing business needs can be an issue. Also take advantage of the Aspect community forums. Aspect itself will teach you the basics but the community users are very helpful with best practices which really lets you get the most out of the tool.

What business problems are you solving with the product? What benefits have you realized?

We use Aspect Workforce Management to staff our call centers. We have over 16,000 employees and Aspect is the only product we have found that can handle this scale.

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Aspect WFM - Ok but old"

What do you like best?

My favourite points with WFM is the layout and ease of use in terms of consistency.

What do you dislike?

The program itself, or at least the version I am using is somewhat dated and clunky.

Recommendations to others considering the product

I'd consider other programs first before making the decision.

What business problems are you solving with the product? What benefits have you realized?

I use the program for it's intended uses, forecasting, scheduling and real time management. It does the job for all aspects however it'd be better to have functionality to copy / paste to Excel.

Aspect review by User
User
Validated Reviewer
Review Source

"excellent course"

What do you like best?

beautiful course, done very well and detailed

What do you dislike?

nothing special great system, the only thing that is often slow, at least in our network

What business problems are you solving with the product? What benefits have you realized?

deepening of the system we already use daily

Aspect review by <span>Jason H.</span>
Jason H.
Validated Reviewer
Verified Current User
Review Source

"Daily user of Aspect for a numer of years now"

What do you like best?

My favorite component of the Aspect suite is the workforce planning. I consider it the benchmark for all other workforce planning. The forecasting tools, scheduling tools, and intraday management are far superior to any other company

What do you dislike?

The least component and where Aspect has struggled is maintaining an integral system for production/performance reporting. While the latest WFO piece has a lot of updated components and the UI has been changed greatly, the actual architecture behind the scenes leaves a lot to be desired. Putting a pretty face on something doesn't fix the issues behind what actually makes it work.

Recommendations to others considering the product

Make sure there is a constant communication flow from Aspect. They can be slack in this department.

What business problems are you solving with the product? What benefits have you realized?

Aspect WFM allows us to forecast accurately, schedule effectively while meeting our service level goals. It also allows our agents to self manage their schedules without leadership presence.

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"I like Aspect"

What do you like best?

I like that you can add exceptions/schedules in bulk in the edits

What do you dislike?

I dislike that you cannot update certain items in bulk

Recommendations to others considering the product

hands on training is best

What business problems are you solving with the product? What benefits have you realized?

I do like that I can optimize breaks/staffing on a per interval basis which really helps in solving some scheduling bumps (highs and lows)

Aspect review by <span>chris b.</span>
chris b.
Validated Reviewer
Review Source

"WFM manager"

What do you like best?

The reporting capabilities are great. The datacenter is very useful.

What do you dislike?

Setting up segments codes and superstates, linking routing sets and forecast groups, it's difficult to easily see how/where each are connected. it would be nice to be able to see what segments codes are linked to each Aux code. Building flexible schedules is a cumbersome process.

What business problems are you solving with the product? What benefits have you realized?

Ability to provide detailed agent specific reports, ie schedule adherence, that allows operations to ability to easily coach outliers.

Aspect review by User
User
Validated Reviewer
Review Source

"Works well"

What do you like best?

I like the fact that it can be logged into from anywhere - and that there are trade boards

What do you dislike?

The fact that trades must be done so that no one goes over the provincial max - if there is a trade it must be done manually if that happens

What business problems are you solving with the product? What benefits have you realized?

scheduling issues

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Functionality and flexible scheduling tool, it’s a must for any call center workforce."

What do you like best?

I like how almost anything in the scheduling module is linked and you can almost any information from one spot.

What do you dislike?

Saving multiple updates at once, if one does not update for any reason none of you changes will save.

Recommendations to others considering the product

This product provides ease of use and Functionality

What business problems are you solving with the product? What benefits have you realized?

The flexibility of managing schedules and the ease of having to make last minute changes to schedules.

Aspect review by <span>Mico F.</span>
Mico F.
Validated Reviewer
Verified Current User
Review Source

"WFM as a tool."

What do you like best?

Its Forecasting Capabilities, generate various reports.

What do you dislike?

Its take some proper training to familirize with this tool.

Recommendations to others considering the product

Its a user-friendly tool with lots of potential and will be providing your business needs in regards to staffing and forecasting and on generating statistics.

What business problems are you solving with the product? What benefits have you realized?

Provides detailed client needs.

Aspect review by Industry Analyst / Tech Writer
Industry Analyst / Tech Writer
Validated Reviewer
Review Source

"its amazing"

What do you like best?

immediately updated. self-serve system for our contact center reps.

What do you dislike?

I cannot customize for my business needs

What business problems are you solving with the product? What benefits have you realized?

Helps achieve our metrics/KPIs

Aspect review by <span>Karl M.</span>
Karl M.
Validated Reviewer
Verified Current User
Review Source

"Very helpful and easy to navigate."

What do you like best?

The color scheme is very easy on my eyes.

What do you dislike?

Nothing that I can think of, honestly.

What business problems are you solving with the product? What benefits have you realized?

I've only used it to fix scheduling conflicts so far.

Aspect review by <span>Abram Jefffrey B.</span>
Abram Jefffrey B.
Validated Reviewer
Verified Current User
Review Source

"Smooth operator"

What do you like best?

Creating budget forecasts and pretty much everything in the forecasts tab.

The ability to memorize and export reports.

What do you dislike?

No interactive view of a day to day schedule of all employees. I would like an interface wherein you can adjust schedules on sort of a real time thing. This way you can see (on a daily perspective of all employees) where some activities are stacked and move them accordingly.

Recommendations to others considering the product

Try it. it's way better than Avaya Aura.

What business problems are you solving with the product? What benefits have you realized?

getting right staffed. it's very efficient.

Aspect review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Great Software"

What do you like best?

can copy and paste lists of employee IDs

What do you dislike?

can't do anything else while generating schedules

Recommendations to others considering the product

Whether SVL based or hours based, this software is what you need to schedule both small and large groups of employees in a dynamic way.

What business problems are you solving with the product? What benefits have you realized?

Meeting client requirements

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Aspect Workforce"

What do you like best?

I was able to learn quickly on how to use this tool. It is very user friendly.

What do you dislike?

I have not come across anything that I dislike.

What business problems are you solving with the product? What benefits have you realized?

I am able to keep better track of my schedule.

Aspect review by <span>Matthew  M.</span>
Matthew M.
Validated Reviewer
Verified Current User
Review Source

"Operations Manager using Aspect"

What do you like best?

The simplicity of the program. I can quickly access the necessary information quickly to analyze my staffing.

What do you dislike?

It could be more of a dislike on the part of my company, however available reporting at a user level seems lacking.

Recommendations to others considering the product

Utilizing the filters when searching for large groups is helpful.

What business problems are you solving with the product? What benefits have you realized?

Schedule adherence is being solved via Aspect

Aspect review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Aspect "

What do you like best?

Forecasting functions- very accurate and works well with how we route our calls

What do you dislike?

Scheduling functions- needs to be simplified, too many steps and out dated

Recommendations to others considering the product

Use it fully not in pieces

What business problems are you solving with the product? What benefits have you realized?

Staffing challenges, gives very accurate view of what

Aspect review by <span>Michael M.</span>
Michael M.
Validated Reviewer
Verified Current User
Review Source

"Loaded with info"

What do you like best?

I like the options available, depending on specific business needs

What do you dislike?

Some of the training content requires multiple passes to understand.

Recommendations to others considering the product

Great tool for any contact center

What business problems are you solving with the product? What benefits have you realized?

We're working to better understand what our people are doing with their 40 hours a week.

Aspect review by <span>Scott B.</span>
Scott B.
Validated Reviewer
Verified Current User
Review Source

"Resource Managementment"

What do you like best?

The employee data center and it's use as a centralized data source. The ability to export to various file formats and manipulate the data.

What do you dislike?

Some of the delays and having to use it through a Citrix Server.

What business problems are you solving with the product? What benefits have you realized?

Maintaining service levels, scheduling meetings and managing the call center.

Aspect review by Administrator
Administrator
Validated Reviewer
Review Source

"It’s great"

What do you like best?

The best user friendly program I’ve had the opportunity the use

What do you dislike?

I have not found anything that I dislike

What business problems are you solving with the product? What benefits have you realized?

Great scheduling tool and adherence

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Assist with Aspect Workforce Managment Technology Department"

What do you like best?

Aspect displays extremely easy navigation. Aspect is also easy to read and review staff performance and needs.

What do you dislike?

There is nothing that I dislike about Aspect.

Recommendations to others considering the product

N/A

What business problems are you solving with the product? What benefits have you realized?

I'm able to keep track of CSR performance and needs.

Aspect review by <span>Angel M.</span>
Angel M.
Validated Reviewer
Review Source

"Excellent!!!"

What do you like best?

It's very intuitive and also nice to view compare to other tools that are just old and gray.

What do you dislike?

Sometime it is pretty slow and also it remembers old pw on browser, you have to delete cookies in order to sign back in with a password update.

What business problems are you solving with the product? What benefits have you realized?

We use it for staffing, real time updating segments to the agents be aware of their schedule.

Aspect review by Consultant
Consultant
Validated Reviewer
Verified Current User
Review Source

"Aspect Empower"

What do you like best?

The forecasting options with scenarios and the reports available.

What do you dislike?

Schedule Test which has to be re done after every changes in the schedule

Recommendations to others considering the product

Good tool to work

What business problems are you solving with the product? What benefits have you realized?

To achieve the optimized schedules and thus achieving scheduling efficiency.

Aspect review by User
User
Validated Reviewer
Review Source

"Great Tool"

What do you like best?

It makes pulling reports very easy. Also, the tool is simply great in monitoring staffing gaps.

What do you dislike?

Sometimes the slow response, other than that everything is great.

Recommendations to others considering the product

Everything is great.

What business problems are you solving with the product? What benefits have you realized?

Daily behavioral reports, and staffing availability.

Aspect review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"eWFM Review"

What do you like best?

I like how easy it is to traverse the database and retrieving data to load into our in house solutions.

What do you dislike?

I don't have any dislikes that would impact the application.

What business problems are you solving with the product? What benefits have you realized?

I utilize the data to resolve compliance, timesheets, and payroll inquires.

Aspect review by Administrator
Administrator
Validated Reviewer
Review Source

"Good system for wfm"

What do you like best?

Forecasts and schedules provided by ewfm

What do you dislike?

That the values aren’t editable. Like sl. Calculations don’t match actual results.

What business problems are you solving with the product? What benefits have you realized?

Agility forecasting and scheduling

Aspect review by Administrator in Outsourcing/Offshoring
Administrator in Outsourcing/Offshoring
Validated Reviewer
Verified Current User
Review Source

"Aspect eWFM is versatile scheduling tool "

What do you like best?

Scheduling and Forecasting modules can give you infinite options to solve almost scheduling and forecasting issues

What do you dislike?

There are some things that can be improve but the positive outweighs the negative that it is almost insignificant

What business problems are you solving with the product? What benefits have you realized?

Scheduling issues. Giving agents more flexibility in terms of their scheduling preference

Aspect review by <span>Joshua L.</span>
Joshua L.
Validated Reviewer
Review Source

"Aspect's functionality is competitive and comprehensive and the user interface is very intuitive."

What do you like best?

I'd have to say the official and trial segment worksheets. I get so much functionality out of both of those tools. The filtering ability is fantastic.

What do you dislike?

I wish Aspect was able to deal with time changes better for organizations operating in multiple states. I work out of Arizona, but the company is based in Philadelphia, and it's quite a cumbersome process to ensure schedules will behave as expected when it comes time to shift for DST. Reporting could also be better. It's difficult to find metrics that should be readily available, such as base scheduled, or shrinkage stats.

Recommendations to others considering the product

It's always best to figure out the needs of your own organization, but in my opinion, while the price point is a bit higher than other workforce software programs out there, you definitely get your money's worth. Aspect provides the whole package.

What business problems are you solving with the product? What benefits have you realized?

Scheduling, forecasting, and reporting. Efficiencies of scale. For example, the sequential shift bid tool is very easy to work with and saves a lot of time, especially when working with multiple lines of business.

Aspect review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Review Source

"Aspect Workforce Management "

What do you like best?

copying and pasting ph#s instead of dialing

What do you dislike?

lags and freezes often. I have to reboot my whole PC to get it to work properly sometimes

Recommendations to others considering the product

I think it is a good tool headed in the right direction, especially for call centers that frequently transfer between departments and make outbound calls

What business problems are you solving with the product? What benefits have you realized?

it is more efficient than manually dialing and transferring

Aspect review by Administrator in Insurance
Administrator in Insurance
Validated Reviewer
Verified Current User
Review Source

"Aspect has been great to use and work with since we began utilizing it in 2016"

What do you like best?

How easy the scheduling is and seeing what times are best during the work day to schedule meetings, etc.

What do you dislike?

Forecasting isn't quite accurate. With our business, our calls fluctuate from year to year and Aspect takes into consideration the past 2 years call volumes.

What business problems are you solving with the product? What benefits have you realized?

Working creating a new IDP and have ran across some challenges, but still hopeful it will get resolved.

Aspect review by <span>Roberto V.</span>
Roberto V.
Validated Reviewer
Verified Current User
Review Source

"All in all WFM Solution"

What do you like best?

In a traditional WFM environment, Aspect WFM combines the three main pillars, forecasting, scheduling and real time management into one package.

What do you dislike?

It lacks intercommunication features, where WFM personnel could have options to counteroffer options for failed time off requests. Additionally, the WFO logon screen needs to be brought back displaying a username and password box in the web page instead of a pop up box, in order to provide better error messaging.

What business problems are you solving with the product? What benefits have you realized?

Scheduling and staffing are the prime problems being solved. Once we tied the plan to the day to day life of the agent, integrating time off solutions, scheduling visibility and planning, Aspect provides a robust solution to managing the call center.

Aspect review by <span>Chris G.</span>
Chris G.
Validated Reviewer
Verified Current User
Review Source

"Can get the job done, still needs improvements"

What do you like best?

Fairly simple and user friendly program, as long as you are making basic changes and updates.

Drag segment options and useful Search functions

What do you dislike?

-Slow. Running off local PC connected to server half way across the States, creates so much lag and response when doing simple tasks or running reports. I can connect (with limited user connections) to a remote server and run the same reports about 4 times faster than on my local PC.

-Nearly impossible to remove forecast groups unless you can properly follow the insane amount of steps in the correct order for each group.

-Limited on proper data reports that can be pulled from the system.

Recommendations to others considering the product

Needs better live views for ACTUAL data

What business problems are you solving with the product? What benefits have you realized?

Forecasting for staffing in call centers. If all data can be programmed correctly, there is a very simplified way to pull suggested staffing goals without too much effort. The lead up to said end goal however can be extremely time consuming.

Aspect review by <span>Manuel A.</span>
Manuel A.
Validated Reviewer
Verified Current User
Review Source

"Not the best around"

What do you like best?

I like that that it has several output options for reports (.xls, .csv, .pdf, etc.).

What do you dislike?

I don't like how the work segmentes and superstates are aligned.

What business problems are you solving with the product? What benefits have you realized?

Staffing levels and forecast for contact center management.

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Aspect WFM"

What do you like best?

User friendly, easy to navigate, beneficial

What do you dislike?

BSL's do not automatically feed over which is crucial

What business problems are you solving with the product? What benefits have you realized?

We use it for everything and it is very simple to use.

Aspect review by <span>Santosh K.</span>
Santosh K.
Validated Reviewer
Review Source

"Using from 5 Years Great Tool"

What do you like best?

Forecasting and Scheduling accurate. Also reporting.

What do you dislike?

The retest of schedules to find the final results.

Recommendations to others considering the product

Yes as a forecasting and scheduling tool

What business problems are you solving with the product? What benefits have you realized?

Forecast Accuracy, Scheduling power and reporting technologies.

Aspect review by <span>Madhu J.</span>
Madhu J.
Validated Reviewer
Verified Current User
Review Source

"Aspect WFM user 9 years"

What do you like best?

Forecasting and Scheduling features. Reporting at its best.

What do you dislike?

Testing of schedules whenever a change is made on schedule.

Recommendations to others considering the product

Great tool to work with when you need more accuracy in Reporting, Forecasting and scheduling.

What business problems are you solving with the product? What benefits have you realized?

Forecasting with great accuracy with proper scenario input.

Scheduling single and multi skill.

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Informative"

What do you like best?

I use it to submit I segments for my schedule

What do you dislike?

I do not have any dislikes for this system

What business problems are you solving with the product? What benefits have you realized?

schedule updates

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"HEALTH CONCIERGE"

What do you like best?

More detail description on scheduling and entering time exceptions

What do you dislike?

at first it was a little hard to get used to because compared to the other system being used this one requires more step in to making changes to our schedules.

What business problems are you solving with the product? What benefits have you realized?

Aspect Workforce Management is a very important counterpart in our scheduling changes at work.

Aspect review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"WFM Scheduling Analyst"

What do you like best?

I like the report capability of the software and the ease of use. Allows you to schedule a few different ways to fit your need.

What do you dislike?

It's the only software of it's kind that I've used so I don't have anything else to compare it to... can't really think of anything that I dislike

Recommendations to others considering the product

Just go for it!

What business problems are you solving with the product? What benefits have you realized?

I have been able to create and implement effective and efficient schedule bids. A couple major benefits are cost savings as well as better service to our customers.

Aspect review by <span>Sarah S.</span>
Sarah S.
Validated Reviewer
Review Source

"Flexibility is the name of the game"

What do you like best?

I love being able to run forecast scenarios against live schedule sets and have the flexibility to input my own volumes.

What do you dislike?

Not everything is intuitively named - if you don't reference the glossary at times you may be confused as to what you're looking at.

Recommendations to others considering the product

shop around and test out lots of products - that way when you decide to go with aspect, you know you're getting what you need.

What business problems are you solving with the product? What benefits have you realized?

we are able to make business decisions and recommendations for staffing and shrink based on what we see within the Aspect tool

Aspect review by <span>kandance c.</span>
kandance c.
Validated Reviewer
Review Source

"easy to use "

What do you like best?

easy to use and understand like the step by step

What do you dislike?

I like all the aspects no other information

What business problems are you solving with the product? What benefits have you realized?

schedule

Aspect review by <span>LaKerry  S.</span>
LaKerry S.
Validated Reviewer
Verified Current User
Review Source

"Product needs more development "

What do you like best?

I like that you Aspect shows you the hold times when a representative places a caller on hold.

What do you dislike?

1.The loading process for calls with video is terrible.2. I don't like that you can only select 10 calls at a time.3. searching for a specific representative call is hard. This process should be simple.

Recommendations to others considering the product

Better way to locate a rep call without having to go through multiple screens to type the agent name.

What business problems are you solving with the product? What benefits have you realized?

Being able to view video footage of the representative screen, I'm able to see if the reps are checking alerts and disconnecting on calls.

Aspect review by <span>Angela W.</span>
Angela W.
Validated Reviewer
Verified Current User
Review Source

"Easy to use scheduling software"

What do you like best?

The system is organized in an easy to follow manner. The online and instructor led trainings are a nice addition to the software.

What do you dislike?

It would be beneficial to include ALLOCATE with all versions of the software.

What business problems are you solving with the product? What benefits have you realized?

We utilize vendors but do not include their schedules so add interval staffing to staff adjustments.

Aspect review by Administrator
Administrator
Validated Reviewer
Review Source

"Call Center Analyst"

What do you like best?

the ease of readability of the reports and the options given to view schedules in WFO Dashboard

What do you dislike?

the increased steps that need to be taken on certain task, i.e. the increased number of steps for the start or end of Daylight savings; and the Aspect Training courses, if you complete the course, your transcript doesn't show the completion. This is mainly for the self paced courses

What business problems are you solving with the product? What benefits have you realized?

the Superstate reports allow us to give better reporting to our customers

Aspect review by <span>Melanie B.</span>
Melanie B.
Validated Reviewer
Verified Current User
Review Source

"I love using aspect, i am able to do so many things other scheduling software is unable to do"

What do you like best?

I like that I am able to create and manipulate schedules and hold shift bids through aspect. I also like that I am able to control the group allowance balances within aspect and by line of business.

What do you dislike?

the configuration process seems very tedious, if you don't know what you're doing it's easy to get lost or mess something up. Though I know it's necessary, it does seem like it could be more user friendly

Recommendations to others considering the product

really understand the configuration of everything. once you understand that, it makes everything else much easier.

What business problems are you solving with the product? What benefits have you realized?

able to see schedule deficiencies and fill voids, monitor schedule adherence. scheduling long term is easy and efficient.

Aspect review by <span>COLETTE B.</span>
COLETTE B.
Validated Reviewer
Review Source

"Workforce Management Intraday Analyst & Facilita"

What do you like best?

The ability to Alter the Agent Aux state when a agent is currently in the wrong AUX. Helps with the sites AHT

What do you dislike?

It does not give you Real Time Data. We use this system to piggyback another internal system.

What business problems are you solving with the product? What benefits have you realized?

The capability to control agents status.

Aspect review by Administrator in Medical Practice
Administrator in Medical Practice
Validated Reviewer
Review Source

"Aspect Workforce management is Amazing!"

What do you like best?

The ability for the agents to submit requests with rules in place to approve, deny or waitlist.

What do you dislike?

Not much to dislike about the product. It is easy to use and beneficial for all.

What business problems are you solving with the product? What benefits have you realized?

Maximizing the benefit of having most items processed electronically rather than manually with paper.

Aspect review by <span>Daniel L.</span>
Daniel L.
Validated Reviewer
Review Source

"Aspect eWFM Review"

What do you like best?

Detail in the application and easy to navigate

What do you dislike?

Repetitive nature of updating NCO and AHT patterns, should be auto run with warnings on zero actual data intervals

Recommendations to others considering the product

Definitely do it, it will reduce time wasted by analysts

What business problems are you solving with the product? What benefits have you realized?

Scheduling efficiency and workforce optimisation

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Good software"

What do you like best?

Different things are good to work on and help the users to be quick managing data.

What do you dislike?

In some casis procedures to produce reports or data are too complicated, too many passages to remember.

What business problems are you solving with the product? What benefits have you realized?

Mainly the shifts management and the real-time decisions.

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Supervisor"

What do you like best?

ability to see screens that are recorded

What do you dislike?

I am unable to save "search" results, so this causes it to take a while to use

What business problems are you solving with the product? What benefits have you realized?

the ability to see screens in order to review quality

Aspect review by <span>Jose B.</span>
Jose B.
Validated Reviewer
Review Source

"Positive."

What do you like best?

Its ease of use, and clearly outlined steps to complete a task.

What do you dislike?

Forecasts do not allow the user to enter a longer time frame than a week for the analysis.

What business problems are you solving with the product? What benefits have you realized?

setting the daily schedules, and forecasts.

Aspect review by <span>Gabriel O.</span>
Gabriel O.
Validated Reviewer
Verified Current User
Review Source

"Very complete tool"

What do you like best?

I can work on my forecasts and do some scenarios to see if my projections are good or wrong

What do you dislike?

Depending on the time, the tool works slowly

What business problems are you solving with the product? What benefits have you realized?

I'm working on forecasts and creating official schedules

Aspect review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Aspect Tracking Essentials"

What do you like best?

The ability to know all the navigating options and shortcuts you c an use in eWFM.

What do you dislike?

I like everything. The learning list is very helpful

Recommendations to others considering the product

All good. Add more options for computation exercises and interactive.

What business problems are you solving with the product? What benefits have you realized?

We manage staffing. Filter options and shift trade.

Aspect review by Administrator
Administrator
Validated Reviewer
Review Source

"It was not made for back office work. "

What do you like best?

I like the search its easy to use and find recordings

What do you dislike?

its complicated and the help is not easy to follow when trying to set up a back office group

An easier to follow guide would help to make it easier for set up.

Recommendations to others considering the product

this is good for phone people but not back office.

What business problems are you solving with the product? What benefits have you realized?

scheduling and tracking time spent on the back office work.

Aspect review by <span>Jason B.</span>
Jason B.
Validated Reviewer
Review Source

"Good tools for forecasting"

What do you like best?

Historical + growth rate forecasting with Erlang C

What do you dislike?

Real Time Adherence is not as good as Impact 360 or ad hoc reporting I would also like better tools to see what is going into the average and historical + Growth rate forecasting

Recommendations to others considering the product

It's good, but could be better. For forecasting for large groups with less complexity it is among the best tools I have used.

What business problems are you solving with the product? What benefits have you realized?

Forecasting for a largest LOB in Wells Fargo with achieving success in forecasting

Aspect review by <span>Joshua H.</span>
Joshua H.
Validated Reviewer
Verified Current User
Review Source

"Best overall WFM suite"

What do you like best?

The overall flexibility in handling multiple scenarios, various sizes of business/teams, and ability to export data is what makes Aspect stand above others.

What do you dislike?

Aspect's weaknesses are the overall user friendliness and dated interface.

What business problems are you solving with the product? What benefits have you realized?

Ability to create and utilize forecasts and schedules for multiple scenarios. The flexibility of reporting has also allowed data to be automated and streamlined for other processes.

Aspect review by <span>Louise A.</span>
Louise A.
Validated Reviewer
Verified Current User
Review Source

"Long term user"

What do you like best?

Very current solutions. Meets our needs. The Aspect team is always interested in hearing what new features we would recommend.

What do you dislike?

The training subscription model does not meet our needs. I prefer paying for the training I need, when I need it and for the people on my team who need it.

Recommendations to others considering the product

Leader in Workforce Management solutions!

What business problems are you solving with the product? What benefits have you realized?

Effective intra-day management that allow us to respond quickly in real-time. Great service levels that are important to our guests.

Aspect review by Industry Analyst / Tech Writer
Industry Analyst / Tech Writer
Validated Reviewer
Verified Current User
Review Source

"A great tool for mass scheduling."

What do you like best?

Exporting the Official Segment Worksheet to Excel.

What do you dislike?

The Schedule Summary doesn't have all Detail Segments selected by default, and there's a limitation on how many can be selected.

What business problems are you solving with the product? What benefits have you realized?

I'm responsible for scheduling 60+ appointments on a weekly basis. Being able to drop the entire staff's schedules into Excel to plan around everyone's schedules has been very helpful. The process of creating these segments in Official Segment Worksheet is also very robust.

Aspect review by Internal Consultant
Internal Consultant
Validated Reviewer
Verified Current User
Review Source

"Aspect WFM"

What do you like best?

Aspect WFM is an industry leading WFM Tool that provides a ton of functionality and granularity around scheduling workforce, forecasting, and planning. It's super powerful.

What do you dislike?

WFM is anything but user friendly. Training new people to it is extremely time consuming, doing simple things can take an unnecessary amount of time, flexibility is not a strong point (doing things differently from what Aspect advises, even if it doesn't fit your business, is a huge pain), and managing users is done in multiple different parts with a level of complexity that borders on the absurd.

Recommendations to others considering the product

Carefully review your needs to ensure you are not spending additional manual effort to incorporate Aspect into your workflow.

What business problems are you solving with the product? What benefits have you realized?

Schedule generation is second to none. It's extremely powerful when using optimization for breaks/lunches. WFM is very good at tackling multiple staffgroups with with large agent numbers across multiple sites.

Aspect review by Administrator
Administrator
Validated Reviewer
Review Source

"Upgrade to 8.2"

What do you like best?

I have found that this upgrade allows the Admin team to control access to the system and remove the desktop versions from end users.

What do you dislike?

I find Aspects support and knowledge are lacking with this upgrade. I have open tickets that continually are referred to a higher but no resolution is in sight.

Recommendations to others considering the product

Plan out how you want the system prior to install. Ask a lot of questions about how your company will use the tool. Once questions are ask continue to follow up.

What business problems are you solving with the product? What benefits have you realized?

We are currently moving from adding everything into the system, to cleaning and streamlining our processes. This allows us to explore options such as Preference Based scheduling and other forms to automate the WFM team.

Aspect review by <span>Suresh P.</span>
Suresh P.
Validated Reviewer
Review Source

"Greate tool to have for call Centre"

What do you like best?

I use for vacation bit, monthly proactive schedule and Aspect is the great tool to do my job

What do you dislike?

I am very much satisficed with Aspect and it is very friendly user software that help my day to day work

Recommendations to others considering the product

absolutely. Also I attend Aspect work shops as well

What business problems are you solving with the product? What benefits have you realized?

Great benefit

Aspect review by User
User
Validated Reviewer
Verified Current User
Review Source

"Great Workforce application"

What do you like best?

The integration that you can have between the telecom servers and Aspect's ewfm, makes several functions very easy to work with. As well as the reporting functions. Deep and complete.

What do you dislike?

I know they are outside reasons, but when there is data loss and the administrators are unable to recover the lost data threads.

Recommendations to others considering the product

It's an application with sufficient depth and enough room to learn.

the implementation of new tools makes it so good. The WFO portal, ewfm and there are a lot of more tools that Aspect has available for this platform that will make appreciate the complete and robust experience.

What business problems are you solving with the product? What benefits have you realized?

Attendance and schedule compliance is a difficult subject.

with Aspect WFM application makes everything transparent and better to tackle those areas of oportunity.

Aspect review by <span>.</span>
.
Validated Reviewer
Verified Current User
Review Source

"Best scheduling application for a call center!"

What do you like best?

Customizable reports is a big plus. The speed of the application is vital to our operations. The multiple options is very instrumental to our staffing needs.

What do you dislike?

The only thing that I would suggest improvement is the user interface experience. It is lacking intuitive vision. Although it is easy to use. Its is also easy to get lost.

Recommendations to others considering the product

I would recommend some kind of on site training. You need to practice using it in order to get acclimated.

What business problems are you solving with the product? What benefits have you realized?

Our buisness is in the 24 hour call center environment with multiple shift start times. Aspect solved the issue of scheduling breaks and lunches to adhere with our regulations.

Aspect review by <span>Ericka J.</span>
Ericka J.
Validated Reviewer
Verified Current User
Review Source

"Aspect Review"

What do you like best?

It will easy to use even for people are aren't really computer friendly. I like that it lets me see my schedule an week and advance so that I know when my breaks and lunches are. I like that I could figure out how to use it by just viewing it and going over it. It don't take some long guide that i had to read to learn how to use it

What do you dislike?

There is nothing I dislike I feel like it a simple system

Recommendations to others considering the product

its really simple to use and try not to get frustrated while using it just take it a day at a time

What business problems are you solving with the product? What benefits have you realized?

Aspect helps me to know what my schedule is and breaks. It also helps me to put in segments when im unable to login on time

Aspect review by Administrator in Telecommunications
Administrator in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Director of Telecommunications"

What do you like best?

The addition of WFO during our upgrade to 8.2 SP2

What do you dislike?

Changes to Workforce 8.2 requiring 64BIT OS and 64BIT Microsoft Office to be installed to utilize the user interface.

Recommendations to others considering the product

Highly Recommended

What business problems are you solving with the product? What benefits have you realized?

Flex Time, agent moral.

Aspect review by <span>Yan M.</span>
Yan M.
Validated Reviewer
Verified Current User
Review Source

"Tools to make work faster and more efficient"

What do you like best?

Sometimes we have tools at our disposal, but we might not know the best ways to use it. Aspect gives the support for users to solve doubts and courses to learn how to make the best out of each tool.

Then we are able to learn what we need for each role in the Corporation, finding faster ways to generate schedules and forecasts for planning purposes.

What do you dislike?

On some days the traffic is high on the servers, and since Aspect uses a virtual environment to host the tools, we have issues with connection now and then, but only for a short while. On these days, tools run slightly slower than usual, but we are able to work with it without bigger problems.

Recommendations to others considering the product

If you use other softwares, compare all the tools you can have on each to see if it is Worth the investment.

What business problems are you solving with the product? What benefits have you realized?

Headcount planning for the business. We deal with Technical Support through chat and phone, so we need fast planning to work with demands and hiring if needed. We had benefits with Aspect because it got easier to work with historical data and to compile everything.

The software generate the Schedule set studies withing customizable patterns and even break and lunch schedules, which is great. It makes the best out of staff potential.

Aspect review by Administrator
Administrator
Validated Reviewer
Review Source

"Aspect Review"

What do you like best?

All the robust tools offered and reporting.

What do you dislike?

The progression of issues reported or bug fixes seem to be stretched out.

What business problems are you solving with the product? What benefits have you realized?

Its being used mainly for reporting and identity management.

Aspect review by Administrator in Airlines/Aviation
Administrator in Airlines/Aviation
Validated Reviewer
Verified Current User
Review Source

"Awesome Tool"

What do you like best?

I like the flexibility and ease of use AWM allows. It is a very straight forward system.

What do you dislike?

Sometimes the configuration constraints of AWM are a bit cumbersome. It has great flexibility within the parameters set but sometimes I would like to step outside of those boundaries and perform other tasks that are not allowed.

Recommendations to others considering the product

Great tool to work with!

What business problems are you solving with the product? What benefits have you realized?

As an Analyst for JetBlue, We use AWM for everything from scheduling to team member management. One benefit is it provides the ability for housing all of the information in one central location.

Aspect review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Works as designed"

What do you like best?

The bidding options available. You can do prefernce and request bidding.

What do you dislike?

Monitoring, it's not efficient at real-time monitoring

What business problems are you solving with the product? What benefits have you realized?

WFM bidding has solved our bidding process where we do different types of bids for various workgroups.

Aspect review by <span>Olga L.</span>
Olga L.
Validated Reviewer
Verified Current User
Review Source

"10+ years with Aspect"

What do you like best?

Agent interface, the ability to schedule and email automated reports, Automated IDP loads

What do you dislike?

Cumbersome and not intuitive, does not work well for small group forecasting. Difficult to on-board new associates as a lot of training required to use the system.

Recommendations to others considering the product

Do your research and ensure all your needs and wants are covered

What business problems are you solving with the product? What benefits have you realized?

trying to manage multiple workgroups across multiple locations and trying to manage staff efficiently. Using Aspect, we are able to cut down the time it takes to produce schedules for multiple workgroups.

Aspect review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Review Source

"Excellent workflow, well laid out."

What do you like best?

As a product, Aspect has significantly evolved over the years. It's well thought out, and gives at-a-glance workforce information with minimal fuss.

What do you dislike?

Manual employee group selections and segment pass/fail review could be easier.

What business problems are you solving with the product? What benefits have you realized?

Finding productivity gaps and scheduling issues.

Aspect review by <span>Keith B.</span>
Keith B.
Validated Reviewer
Verified Current User
Review Source

"Overwhelmed To Awesome"

What do you like best?

The AutoRun features which auto update NCO and AHT, application delivers exceptional schedules with varied labor resources.

What do you dislike?

Configuration! Although I hold 30 years in the WFM field, I was new to Aspect WFO. Learning the "terminology" specific to Aspect and the relationship between modules started as a difficult period for me. The support team and the learning curriculum's understood I was fresh and provided the knowledge necessary to get the app up and running, while explaining the processes and linking terminology. All said and done, my worries were not warranted.

Recommendations to others considering the product

Attend the configuration classes to learn how the app functions, it will be critical for taloring WFO to suit your business needs!

What business problems are you solving with the product? What benefits have you realized?

Currently our organization is deploying the basic inbound scheduling and the agent desktop for viewing. Once this becomes a normal routine for agents, the time off (Calendar) and shift trades will launch. Making the agents responsible for their success has made them understand they do control there time to meet KPI's.

Aspect review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Many features"

What do you like best?

There are several things you can do with this software. We use it to link our agent's payroll with their schedule.

What do you dislike?

Can be over complicated and gets expensive with having to buy each module you want to use.

Recommendations to others considering the product

MAke sure it will integrate with your ACD or other contact streams

What business problems are you solving with the product? What benefits have you realized?

Scheduling and payroll

Aspect review by <span>MIguel I.</span>
MIguel I.
Validated Reviewer
Review Source

"Very usefull"

What do you like best?

I really like the way that the information is showed, plus that the posibility of take a virtual class is an advantage for theuser

What do you dislike?

There are somo aspects you could improve like the programation of the courses in a better schedule

What business problems are you solving with the product? What benefits have you realized?

Im a new hire and its very usefull for me to improve mi knowledge about the WFM

Aspect review by User
User
Validated Reviewer
Review Source

"Very powerful tool to manage medium-large call centers"

What do you like best?

Good features in terms of real time management, large range of reports available, the interface in WFO is very user-friendly and a lot of data are available for supervisor/agents

What do you dislike?

It requires some experience to learn how to use the software

What business problems are you solving with the product? What benefits have you realized?

Creating accurate forecast

Producing automatic schedules for large number of employees defining setup rules (number of week ends, schedule preference ecc)

Producing accurate reports

Aspect review by <span>Joni J.</span>
Joni J.
Validated Reviewer
Review Source

"Great System"

What do you like best?

I like that Aspect WFM is user friendly and easy to follow. It's nice to have options of checking both daily information as well as historical data.

What do you dislike?

I wish there was a way to customize or build reports for data we may be looking for.

What business problems are you solving with the product? What benefits have you realized?

This system allows for scheduling and tracking data for our call centers

Aspect review by <span>Alicia H.</span>
Alicia H.
Validated Reviewer
Review Source

"Don't have access"

What do you like best?

Being able to add PTO group allowances for departments

What do you dislike?

That we haven't had access to use to system

Recommendations to others considering the product

I don't know since we haven't had access to work in the system

What business problems are you solving with the product? What benefits have you realized?

Less manual work once the system is actually up and running

Aspect review by Executive Sponsor in Marketing and Advertising
Executive Sponsor in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"Aspect WFM"

What do you like best?

Flexibility of services and skilling to allow for greater fluidity of business practices.

What do you dislike?

Configuration seems to be a lot of heavy lifting. There are a variety of online resources available for continued learning, and we have had several onsite implementation workshops, but as a business converting to a WFM tool for the first time, I feel like a start to finish training and configuration approach would have been much more beneficial for us.

Recommendations to others considering the product

So many options and lots of flexibility!

What business problems are you solving with the product? What benefits have you realized?

We will be converting from a manual forecasting and scheduling process with excel workbooks to a more automated and accurate approach.

Aspect review by Administrator
Administrator
Validated Reviewer
Review Source

"Its good "

What do you like best?

Mangement of Team Heirarchy and this is intergartion with Perforamance Mangement

What do you dislike?

Little bit complicated for Administration

What business problems are you solving with the product? What benefits have you realized?

Biggest problem in business, not able to report using heirrachy, with WFM now we are able to achieve this functionalty

Aspect review by <span>Claire (Cyle) C.</span>
Claire (Cyle) C.
Validated Reviewer
Verified Current User
Review Source

"Great Layout and Easy To Use"

What do you like best?

I really love the layout of Aspect on my desktop, my dashboard has the important information I need but it's still super easy to make any changes. I love the staffing information that shows how many agents will be at the center, and my personal account shows my PTO, and accrued PTO on any given day in the future so it's super easy for me to plan ahead for vacations.

What do you dislike?

I don't love the layout/design on the app? It just looks a little outdated but it still is handy for when I need to make changes when I'm out of the office. It doesn't keep me logged in for as long as I would like (it usually logs me out after a few days) but I don't use it too often on my phone so it's not a large problem.

Recommendations to others considering the product

It's great to use and very useful. The insights provided really streamline your office/workplace and make you and your team more productive and efficient.

What business problems are you solving with the product? What benefits have you realized?

AWM is really useful for coordinating schedule changes with my team at work, and to coordinate meetings around breaks and lunches since we all have different shifts. If someone is scheduled to be out of office we don't even need to verify with them in person we can just check their Aspect to see if it's official on there. Also we can schedule breaks and lunches in line with business needs, so if it's supposed to be really busy around 6:30 PM we know not to put our breaks around that time since the center needs the staffing.

Aspect review by <span>Britny F.</span>
Britny F.
Validated Reviewer
Verified Current User
Review Source

"It’s ok"

What do you like best?

I like that I’m able to see my schedule weeks in advance.

What do you dislike?

The program runs slow and is quirky. It crashes a lot.

What business problems are you solving with the product? What benefits have you realized?

Allows people to see their schedules ahead of time to plan ahead.

Aspect review by Administrator in Hospitality
Administrator in Hospitality
Validated Reviewer
Review Source

"Clunky"

What do you like best?

There's nothing to really like about this software

What do you dislike?

It is clunky and unintuitive. I doubt the creators use it themselves. If it could sync with other applications that'd be great. It seems to have bells and whistles without functionality.

Recommendations to others considering the product

Look at other stuff first. Minimize in the long run software that works quickly is more useful than software that does too much.

What business problems are you solving with the product? What benefits have you realized?

Scheduling agents. It does allow me to account for agents time and it allows them to manage their own time and when they use pto. It works well time accounting.

Aspect review by User in Financial Services
User in Financial Services
Validated Reviewer
Review Source

"Would be Nice if it worked in other browsers"

What do you like best?

Aspect is an easy to use utility to submit requests for days off, and at a glance it's easy to see what your schedule will be, and alter it in a moment. You can also see adherence to scheduling guidelines, and view the schedules of those on your team as well, to see overall PTO availability.

What do you dislike?

This tool doesn't work well outside of internet explorer. Certain aspects of Aspect work within google Chrome but the ability to request days, or use any of the widgets seem to be disabled. Chrome compatibility is a big issue.

Recommendations to others considering the product

Ensure that your company functions on a Windows platform, as this doesn't work too well in many other browsers outside of internet explorer.

What business problems are you solving with the product? What benefits have you realized?

It allows us to easily communicate vacation requests within a customer service environment, and to manage our schedule with many different code offerings. Submitting time off is a breeze, and the communication with supervisors is seamless.

Aspect review by <span>Andrea U.</span>
Andrea U.
Validated Reviewer
Verified Current User
Review Source

"Why Aspect"

What do you like best?

Im able to request all my days off and check my current schedule as it usually updates regularly.

What do you dislike?

The lack of info when a request gets denied

What business problems are you solving with the product? What benefits have you realized?

It helps with advisor schedules so we know when we have meetings, breaks and lunches.

Aspect review by User in Retail
User in Retail
Validated Reviewer
Verified Current User
Review Source

"Aspect"

What do you like best?

It is pretty easy to use once you get the hang of it

What do you dislike?

It is not necessarily user friendly and doesn't run optimally on all browsers

Recommendations to others considering the product

does what it needs to

What business problems are you solving with the product? What benefits have you realized?

My schedule is easy to access and read, it can be accessed at home

Aspect review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"great product for managing work schedule"

What do you like best?

I can review my schedule with ease. Adjusting work time and requesting the time off and overtime are easy to be done.

What do you dislike?

buttons seem to be same and sometimes I made changes and clicked the wrong buttons that deleted the changes I made.

Recommendations to others considering the product

It is really user friendly and forecasting tool makes it easier to determine staffing requirements.

What business problems are you solving with the product? What benefits have you realized?

mostly I used this application for scheduling so it is really good to see the big picture of my work schedule. So, it is beneficial when I made a lot of changes to my schedule.

Aspect review by User
User
Validated Reviewer
Review Source

"Nice features, a bit complicated"

What do you like best?

The program is accessed via online internet or intranet. I like the ability to integrate the login with the currently used central log in. This program has some nice features and is able to be widely customized.

What do you dislike?

Some of the functions, things like schedule swapping, are overly complicated to use and have new and different terminology to learn.

Recommendations to others considering the product

Be sure it can be customized in the direction that you’d like it to be.

What business problems are you solving with the product? What benefits have you realized?

I like the ability to access almost anywhere, but it can be clunky and is not as user friendly as it should be.

Aspect review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Amazing Way to Manage Schedules"

What do you like best?

I really like the ease of schedule editing and overall ease of use.

What do you dislike?

I have yet to find anything that I don't like about Aspect Workforce Management.

Recommendations to others considering the product

I definitely recommend this system to any company that needs a workforce management system that is easy to use and extremely user friendly.

What business problems are you solving with the product? What benefits have you realized?

The business problems being solved are easy schedule changing. The biggest benefit I've noticed is being able to see upcoming paid time off availability based on accrual dates.

Aspect review by <span>Juliet L.</span>
Juliet L.
Validated Reviewer
Review Source

"I'm in IT..."

What do you like best?

Aspect makes the work seem seamless. The support staff are there to personally ensure our system is running and doing the right things.

What do you dislike?

Real Time Adherence for chat is outdated. The system is made for single voice calls. An agent can have up to three chats at one time. If the agent changes to available, RTA will display available even though they are on two other chats.

What business problems are you solving with the product? What benefits have you realized?

We are now realizing the benefits of intraday reporting with our current chat partner. Also, the mobile application has driven employee satisfaction.

Aspect review by Administrator
Administrator
Validated Reviewer
Review Source

"Still better than hosted"

What do you like best?

I like that the interface is quick and responsive

What do you dislike?

Needs more of the feature accessible via browser

What business problems are you solving with the product? What benefits have you realized?

We run a very optimized call center and WFM allows us to do that.

Aspect review by <span>Tony S.</span>
Tony S.
Validated Reviewer
Review Source

"A Complete Product"

What do you like best?

Aspect Workforce Management has been around a long time and they have continued to grow and refine this product. You can be confident that it will satisfy all of your workforce management needs. It is very reliable and has minimal down time.

What do you dislike?

The reports are still very much the same as they have been for years. I would like to see more graphical reporting. This may come out in the new Aspect Via product. You have to wait on reports to be produced and some business process to run. It would be better if you could multi-task.

Recommendations to others considering the product

Hire at least one or two experienced individuals that really know the system to mentor others. It will allow the rest of your team to learn from them and become experienced more quickly.

What business problems are you solving with the product? What benefits have you realized?

We use Aspect Workforce Management for managing daily operations. It helps us identify any areas where we need additional staffing or less staffing and allows us to make decisions on how to meet service levels before we experience any patient impact.

Aspect review by Administrator in Utilities
Administrator in Utilities
Validated Reviewer
Review Source

"Aspect eWFM Review"

What do you like best?

I love how easy the eWFM application is to use. I have had the opportunity of Managing Business Analysts with varying application skillsets that have been very successful in their ability to learn and work in this application.

What do you dislike?

An area that I have found issue with is the lack of reporting capabilities that come within the canned reports. I wish that the application provided a wider range available items and drill downs to analyze.

Recommendations to others considering the product

I definitely appreciate the support we have received from a handful of the Aspect support group. The sales group has been easy to do business with. I do wish that the sales team was a bit more familiar with their products when going through the discovery / sales meetings.

What business problems are you solving with the product? What benefits have you realized?

The business problems being solved within the application are predictive call volumes by interval. We all use the scheduling component for shift bid and pto bidding.

Aspect review by <span>Thomas P.</span>
Thomas P.
Validated Reviewer
Review Source

"WFM"

What do you like best?

I like the familiarity of Aspect support team with our business and the information we get on upgrades and enhancements.

What do you dislike?

Some of our issues take longer to resolve than I would like.

Recommendations to others considering the product

Talk to Aspect to familiarize them with your business and needs. They are knowledgeable and can solve any issues or needs.

What business problems are you solving with the product? What benefits have you realized?

Aspect has been our workforce management tool for 13 years. It meets many of the needs of our company and allows to do everything from short range forecasts, to scheduling, to Real Time Adherence monitoring as well as allow leaders and agents to request segments through Empower. We enjoy working with our Aspect team on enhancements and updates to various functionality.

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