8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Aspect Workforce Management

20 Ratings
Score 7.7 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms 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
8.8
Aspect Workforce Management
Agent dashboard
8x8 Virtual Contact Center
8.0
Aspect Workforce Management
Validate callers
8x8 Virtual Contact Center
9.0
Aspect Workforce Management
Outbound response
8x8 Virtual Contact Center
10.0
Aspect Workforce Management
Call forwarding
8x8 Virtual Contact Center
10.0
Aspect Workforce Management
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Aspect Workforce Management
Warm transfer
8x8 Virtual Contact Center
9.0
Aspect Workforce Management
Predictive dialing
8x8 Virtual Contact Center
8.0
Aspect Workforce Management
Interactive voice response
8x8 Virtual Contact Center
8.0
Aspect Workforce Management
Call scripts
8x8 Virtual Contact Center
9.0
Aspect Workforce Management
Call tracking
8x8 Virtual Contact Center
9.0
Aspect Workforce Management

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Aspect Workforce Management
Inbound call routing
8x8 Virtual Contact Center
10.0
Aspect Workforce Management
Recording
8x8 Virtual Contact Center
9.0
Aspect Workforce Management
Quality management
8x8 Virtual Contact Center
9.0
Aspect Workforce Management
Call analytics
8x8 Virtual Contact Center
8.0
Aspect Workforce Management
Historical reporting
8x8 Virtual Contact Center
7.5
Aspect Workforce Management
Live reporting
8x8 Virtual Contact Center
9.0
Aspect Workforce Management

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • easy and quick to use- you don't have to waste hours explaining how to use WFM with your employees
  • reliable- multiple employees can be making changes and testing staffing changes without the site crashing
  • easy to balance employee scheduling with your business needs
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
  • workforce app seems a little outdated and could be improved
  • more room for customization- not necessary but employees like to have a little creative outlet so it could be good to allow changes to the dashboard look
  • removing the requests from the inbox is a little time consuming- you have to delete each request manually one by one, there isn't a way to batch delete them
No photo available

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 made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
While I am aware of several competitors, I have not used their software. IEX, Verint, and Cisco are other options among many.
Rachel Honeywood profile photo

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
  • Aspect really makes it easy for your employees to be there when your customers need the help.
  • I can't speak to this as much since I was just customer service, but it was easy to see that Aspect made us aware of when we had more customers needing assistance so we were able to schedule around that. It's great being known for having excellent, easy-to-reach customer service and Aspect made that simple to achieve.
No photo available

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

Aspect Workforce Management

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