What users are saying about
17 Ratings
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Score 7.5 out of 101
22 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

8x8 Contact Center

8x8 works great for small to medium-sized organizations who require a contact center and don't have the right staff onsite to manage a hosted solution.
Danny Fuentes profile photo

Aspect Workforce Management

I would say Aspect is less appropriate with smaller businesses or businesses with a smaller amount of clients. Aspect is really useful if you have a lot of customers and employees as you have to schedule the employee breaks and time off around the business needs. A lot of smaller businesses don't need that ability since they might not have the demanding customers like a lot of larger companies would have.
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Aspect Workforce Management
Agent dashboard
8x8 Contact Center
7.5
Aspect Workforce Management
Validate callers
8x8 Contact Center
7.6
Aspect Workforce Management
Outbound response
8x8 Contact Center
7.7
Aspect Workforce Management
Call forwarding
8x8 Contact Center
7.6
Aspect Workforce Management
Click-to-call (CTC)
8x8 Contact Center
7.7
Aspect Workforce Management
Warm transfer
8x8 Contact Center
7.6
Aspect Workforce Management
Predictive dialing
8x8 Contact Center
7.0
Aspect Workforce Management
Interactive voice response
8x8 Contact Center
7.1
Aspect Workforce Management
REST APIs
8x8 Contact Center
8.2
Aspect Workforce Management
Call scripts
8x8 Contact Center
7.2
Aspect Workforce Management
Call tracking
8x8 Contact Center
8.5
Aspect Workforce Management
Multichannel integration
8x8 Contact Center
9.1
Aspect Workforce Management
CRM software integration
8x8 Contact Center
8.5
Aspect Workforce Management

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Aspect Workforce Management
Inbound call routing
8x8 Contact Center
8.6
Aspect Workforce Management
Omnichannel inbound routing
8x8 Contact Center
7.7
Aspect Workforce Management
Recording
8x8 Contact Center
8.2
Aspect Workforce Management
Quality management
8x8 Contact Center
8.5
Aspect Workforce Management
Call analytics
8x8 Contact Center
7.8
Aspect Workforce Management
Historical reporting
8x8 Contact Center
7.8
Aspect Workforce Management
Live reporting
8x8 Contact Center
9.0
Aspect Workforce Management
Customer surveys
8x8 Contact Center
5.5
Aspect Workforce Management

Pros

8x8 Contact Center

  • Agility of deployment
  • Mobility for users
  • Manageability
Danny Fuentes profile photo

Aspect Workforce Management

  • The tool offers a great deal of flexibility in forecasting approaches. It allows you to track seasonality, growth, day of week factors, arrival patterns, store information on holidays and special events. You have the flexibility to forecast based on historical data or user defined data or a combination.
  • Although somewhat complex to configure initially, the scheduling features are also quite flexible allow you to create schedule scenarios for the most unique situations.
  • There are a great number of reports available in the tool and the tools offers you a variety of different options for pulling the same data making it much easier to analyze and trend. You can also set up routine reports to automatically run and export in a variety of different formats and save to shared drives or even email to specific users.
  • The agent interface "Empower" it also very intuitive making it easy for agents to view their schedules, request time off, participate in shift bids and view their own performance reports.
Wendy Fowler profile photo

Cons

8x8 Contact Center

  • Software client would be ideal for specific cases
Danny Fuentes profile photo

Aspect Workforce Management

  • Some of the features can be difficult for a new user to learn. Once they have them down, the software functions wonderfully; however, the learning curve can be high.
  • While RTA is a great tool to utilize, the look has not changed in a long time. It has an 'old-school' software appearance that does not match the core system.
  • When dealing with huge sets of data (for example, changing schedules for an entire year for many agents), the software can hang for quite a while. While this is not a frequent occurence and can happen with any application, it can be frustrating for some users.
Rachel Honeywood profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Aspect Workforce Management

Aspect Workforce Management 8.5
Based on 6 answers
Aspect as a tool and as a company are both great. Working with the Aspect team, will make you feel like you are their most important and only customer. They admit when they are at fault and are willing to offer any assistance they can. We obtained many tools from Aspect as a respected and valued customer.
Jason Reaves profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Aspect Workforce Management

Aspect Workforce Management 8.0
Based on 1 answer
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
Rachel Honeywood profile photo

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Aspect Workforce Management

Aspect Workforce Management 8.0
Based on 1 answer
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
No photo available

Implementation

8x8 Contact Center

No score
No answers yet
No answers on this topic

Aspect Workforce Management

Aspect Workforce Management 9.0
Based on 1 answer
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
No photo available

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

Aspect Workforce Management

This was the first and only scheduling software that I had any experience with. I was not involved in the selection process, only the implementation and on going support.
No photo available

Return on Investment

8x8 Contact Center

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo

Aspect Workforce Management

  • Aspect Workforce Management, when used as designed did a wonderful job of reducing wait times for customers.
  • This software also reduced the amount of time that too many employees were sitting around with no calls waiting.
No photo available

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Aspect Workforce Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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