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3 Ratings
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Score 9.1 out of 101
21 Ratings
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Score 7.9 out of 101

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Likelihood to Recommend

Aladtec

While most of my Aladtec experience is with public safety agencies, I cannot imagine an industry or service that would not benefit from an Aladtec system. Affordable, reliable, efficient and user-friendly - Aladtec offers a product that most companies simply can only dream about.
Andrew Blackwood profile photo

Aspect Workforce Management

If the center I am assisting is less than 200 seats, it is not likely Aspect would make the list because of price. If the contact center is multi-media, there are other products that do a much better job forecasting requirements for emails, outbound and chat. I also don't like that it has so many modules/add-ons that you have to pay extra for. This system is well suited for larger calls centers that are multi-site but not too complex with multi-skills or media types. It would also be a much more appealing product if there was a hosted or SaaS version. it were Hosted.
Wendy Fowler profile photo

Pros

  • Real-time, all the time! Because of the no-delay "in the cloud" database any updates or changes to the schedule are instant. No one can see incorrect versions of the work schedule.
  • Excellent customer support. From the first call, the staff at Aladtec has been very friendly, helpful and always receptive. If we have a need for additional functionality, they want to know how they can help. Frequently this results in system upgrades - FREE - and often features are added we never would have thought about.
  • Custom and comprehensive. I have worked in several places who use Aladtec. While each looks similar and is easy to navigate and use, the differences in each service are reflected in the Aladtec product. I genuinely believe Aladtec can be applied successfully in any organization.
Andrew Blackwood profile photo
  • Scenario based forecasting and staffing models (one of the primary reason why we replaced IEX tool)
  • Communication, alerts to end users; ability to set up text message functions when end users schedule is impacted
  • Ease of use
FERENC CSATLÓS; MBA, PMP profile photo

Cons

  • Any specific improvements I have already mentioned to Aladtec and (I'm thrilled to report) several have already been implemented. They even made system accommodations for colorblind users - an industry first!
  • I am excited to see further development of the custom forms so we can merge to a completely paperless schedule & payroll system.
  • Although there is no specific fleet management tool, we have worked with Aladtec's Customer Support pros to develop a ways to accurately record all of our vehicles for scheduling maintenance, in-service and down time.
Andrew Blackwood profile photo
  • Back office support. Aspect needs to expand its product offerings to back office (processing) integration (forecasting and staffing)
  • Ability to combine forecasting and staffing capabilities for front office (call centers) and back office (processing) units.
  • Seamless integration with non-aspect phone systems (such as Avaya, Cisco, ...), call recording systems (Nice, Etalk...etc) and other non-Aspect solutions
FERENC CSATLÓS; MBA, PMP profile photo

Likelihood to Renew

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Aspect Workforce Management8.5
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

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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.
Rachel Honeywood profile photo

Support

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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

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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

The features, functionality, user-friendliness and cost were all factors. Aladtec surpassed all 4 of the other systems we evaluated, most especially with their customer support. We have not had major problems but the few minor glitches we had (all our fault, admittedly) were resolved quickly. The staff not only responded immediately but they made sure we fully understood what happened, helping us prevent future frustrations.
Andrew Blackwood profile photo
One of the primary reason why we selected Aspect eWFM solution was because of the scenario based modeling functionality. In other solutions (such as IEX, Blue Pumpin..etc) this functionality is not available. In our industry it was critical to be able to use scenario based modeling and quickly react the call volume spikes.
FERENC CSATLÓS; MBA, PMP profile photo

Return on Investment

  • In the first 12 months of use we saved nearly 13x our investment in overtime alone. The following year we realized an average of 46 hours per week of time saved in workforce management.
  • We have seen no negative impacts from the use of Aladtec. Our only regret is not having it earlier.
Andrew Blackwood profile photo
  • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
  • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
  • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
FERENC CSATLÓS; MBA, PMP profile photo

Pricing Details

Aladtec

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details
Aladtec is an annual subscription based on the number of people the customer has using the system, so it's fairly priced for any size organization.

Aspect Workforce Management

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