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.