Aladtec vs Aspect Workforce Management

• First and foremost, outstanding customer service. They are always willing to solve any issues and do so in a timely manner.
• They are very open to new ideas and concepts from their customers to improve the overall product.
• The organization is very innovative. They are constantly striving to find new ways to make the program work for their customers.
• They provide outstanding training and support when needed or asked. Particularly when new employees are hired onto our department, Aladtec is willing to help train our new staff to the system. Being the program is so user friendly, we rarely have to do that, but is important to note they are willing to help.

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• The tool offers a great deal of flexibility in forecasting approaches. It allows you to track seasonality, growth, day of week factors, arrival patterns, store information on holidays and special events. You have the flexibility to forecast based on historical data or user defined data or a combination.
• Although somewhat complex to configure initially, the scheduling features are also quite flexible allow you to create schedule scenarios for the most unique situations.
• There are a great number of reports available in the tool and the tools offers you a variety of different options for pulling the same data making it much easier to analyze and trend. You can also set up routine reports to automatically run and export in a variety of different formats and save to shared drives or even email to specific users.
• The agent interface "Empower" it also very intuitive making it easy for agents to view their schedules, request time off, participate in shift bids and view their own performance reports.

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• The only item we would like to see is an online training module for our EMS staff. Being able to upload training items and quizzes for our staff to do under their user accounts would be a huge asset for our department and others. Similar to the Moodle training software.
• No other issues to note.

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• 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

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• Less time spent on scheduling. More time on staff management and operations.
• Affordable solution to scheduling and staff notifications. Very cheap compared to other similar vendors.
• Streamlined operations for our department by using this software and database. Staff can access what they need anytime they want by computer or cell phone.

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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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