AgileOne AccelerationVMS

2 Ratings
Score 7.9 out of 101

Aspect Workforce Management

20 Ratings
Score 7.7 out of 101

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Likelihood to Recommend

AgileOne AccelerationVMS

With so many agencies submitting candidates and only a few being reviewed at a time the chance of a candidate making it to a review and in front of a hiring manager is low.
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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.
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Pros

  • Centralized location
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  • Scheduling: The software not only provides ways to perform bulk scheduling and quick changes to hundreds (or thousands) of individuals at a time, it also provides optimizers for breaks, meetings, and projects; as well as shift and request bids, and a request management feature that allows automatic scheduling of vacation like segments without any user intervention after the initial setup.
  • Forecasting: The software provides many different ways to forecast. You can use user-supplied data or historical patterns. In addition, you can perform as many 'what-if' scenarios are you like to see how changes will affect your forecast and see how real-time schedule changes will impact the intra-day forecast before proceeding.
  • Adherence: The software provides several different adherence views. You can utilize RTA (Real-Time Adherence) to see what states your agents are in on the phone, as well as if they are adhering to their schedules. In addition, you can also access reports and a real-time comparison of schedules to ACD states in the core software. Agents are also able to see their historical adherence reports within a web based client, Empower.
  • Reporting: The software has a multitude of reports which can be set up with a feature called autorun to be automatically e-mailed or exported to a directory however often you need them to be. The filtering capabilities are vast, and if you have crystal reports you can create your own custom reports as well.
  • Security: The security features in the software are very detailed and advanced. Almost everything can be locked down, even the smallest of features. For example, if you do not want an agent to see bereavement in a schedule you can lock that. As many profiles can be created as are necessary.
  • Empower: The Empower module is a web-based application that provides wonderful functionality for agents and supervisors alike. Agents can view their schedules and make requests for schedule changes. They can also see their adherence, and even their personal account balances.
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Cons

  • There are so many other agencies submitting candidates it is hard to make a placement
  • Only a few candidates are reviewed at a time and sent to the hiring managers
  • Lack of feedback
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  • 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
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Likelihood to Renew

No score
No answers yet
No answers on this topic
Aspect Workforce Management8.5
Based on 6 answers
If I were in a position to use this type of software again, Aspect would be at the top of my list. The biggest factors I would consider would be the size and culture of the call center where it would be used.
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Usability

No score
No answers yet
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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.
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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.
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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.
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Alternatives Considered

We have made several placements through Fieldglass - not sure how their review process differs from Agile-1
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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.
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Return on Investment

  • Have not made a placement through Agile-1 yet
  • Lack of feedback leaves us wondering why our candidate was not a fit
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  • 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.
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Pricing Details

AgileOne AccelerationVMS

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