11 Ratings
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Score 7.4 out of 101
21 Ratings
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Score 7.9 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman 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 Virtual Contact Center
8.4
Aspect Workforce Management
Agent dashboard
8x8 Virtual Contact Center
8.1
Aspect Workforce Management
Validate callers
8x8 Virtual Contact Center
7.9
Aspect Workforce Management
Outbound response
8x8 Virtual Contact Center
9.2
Aspect Workforce Management
Call forwarding
8x8 Virtual Contact Center
9.0
Aspect Workforce Management
Click-to-call (CTC)
8x8 Virtual Contact Center
8.4
Aspect Workforce Management
Warm transfer
8x8 Virtual Contact Center
8.4
Aspect Workforce Management
Predictive dialing
8x8 Virtual Contact Center
7.3
Aspect Workforce Management
Interactive voice response
8x8 Virtual Contact Center
7.7
Aspect Workforce Management
REST APIs
8x8 Virtual Contact Center
8.2
Aspect Workforce Management
Call scripts
8x8 Virtual Contact Center
9.0
Aspect Workforce Management
Call tracking
8x8 Virtual Contact Center
8.6
Aspect Workforce Management
Multichannel integration
8x8 Virtual Contact Center
9.1
Aspect Workforce Management
CRM software integration
8x8 Virtual Contact Center
8.5
Aspect Workforce Management

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.3
Aspect Workforce Management
Inbound call routing
8x8 Virtual Contact Center
9.6
Aspect Workforce Management
Omnichannel inbound routing
8x8 Virtual Contact Center
9.1
Aspect Workforce Management
Recording
8x8 Virtual Contact Center
8.2
Aspect Workforce Management
Quality management
8x8 Virtual Contact Center
8.8
Aspect Workforce Management
Call analytics
8x8 Virtual Contact Center
8.1
Aspect Workforce Management
Historical reporting
8x8 Virtual Contact Center
7.8
Aspect Workforce Management
Live reporting
8x8 Virtual Contact Center
9.0
Aspect Workforce Management
Customer surveys
8x8 Virtual Contact Center
5.5
Aspect Workforce Management

Pros

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman profile photo
  • Aspect does a great job of projecting call volume and the number of employees required for each shift of the day.
  • The level of detail provided in the reports was outstanding.
  • I really liked the ability to schedule breaks and lunch based on call volume.
No photo available

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • The configuration of the system is quite complex and very difficult to administer.
  • Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there.
  • RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace.
  • The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous.
Wendy Fowler profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Aspect Workforce Management8.5
Based on 6 answers
I do not currently use the product. My clients do and it is a good tool if you use it the right way.
Wendy Fowler profile photo

Usability

No score
No answers yet
No answers on this topic
Aspect Workforce Management8.0
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

No score
No answers yet
No answers on this topic
Aspect Workforce Management8.0
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

No score
No answers yet
No answers on this topic
Aspect Workforce Management9.0
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

We vetted out a variety of companies when we began searching for a new vendor, many of them have the technology that would have fit our needs, but the relationship piece became the focal point for us as a company. We spent a lot of time with the players within 8X8 and developed a relationship that will allow us to feel comfortable that they will be there for us in our times of need. Whether it be a bump in the night or a change that needs some serious attention from their team, we feel that they are partnering in our success.
Michael Furman profile photo
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

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • Staffing cost
  • Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them
  • Cross functioning teams, using the tools this application has to help manage different LOB's
Roy Huron profile photo

Pricing Details

8x8 Virtual Contact Center

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

8x8 Virtual Contact Center More Information

Aspect Workforce Management

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

Aspect Workforce Management More Information