6 Ratings
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Score 7.7 out of 101
20 Ratings
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Score 7.7 out of 101

Add comparison

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

This software is best suited for medium to larger call centers. In my particular experience, the software did amazing things but the culture of the company was not ready for the shift required to let the software guide the decisions.
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
  • 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 made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
IEX - The best solution on the market. It is expensive but offers the best features and functionality. Verint Impact 360 - Verint is comparable although I think eWFM has better forecasting. I also like that Verint offers real-time adherence information and employee skills are automatically updated making skills-based forecasting and scheduling less complex. Calabrio - Intuitive, easy to administer but still has a lot of growing up to do. Community by WFMSG - Great starter WFM system and is the most reasonable tool on the market today. Ideal for smaller centers of less than 300 and their support is amazing! Monet - Intuitive, cost effective but does not offers some of the bidding features.
Wendy Fowler 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
  • Improved service levels
  • Increased productivity and efficiency
  • Better planning, communication with leadership
  • Improved lead time on hiring
  • Agents are happier with vacation administration. There is no longer a flat # of employees allowed off each day.
Wendy Fowler 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

Aspect Workforce Management

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