Alvaria Workforce (formerly Aspect Workforce Management), is a suite of software which combines call center workforce management with advanced analytics features like call recording, speech analytics, eLearning for training, data sharing for schedule optimization across call center or branch locations, and desktop analytics for monitoring and analyzing discrete actions like employee keystrokes and application usage. The Basic, Advanced, and Enterprise tiers include…
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SAP SuccessFactors HCM
Score 8.4 out of 10
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SAP SuccessFactors is a suite of HR/HCM products covering these capability areas: core HR and payroll, recruiting and onboarding, learning and development, performance and compensation management, workforce analytics and planning, and employee experience management.
Easy workforce management tool and the dashboard is well designed with multiple accessible functionalities. This platform allows easy data collection across other project management systems and the analytics which the tool provides are excellent and very reliable project planning and easy scheduling with effective and excellent management functionalities and initial implementing is also an easy process.
It is a strong system that pays off once it's fully tailored to your organization. If your company has well-defined HR processes, SuccessFactors will likely integrate seamlessly. We've automated processes that previously required departments to spend weeks on back-and-forth emails. We've partnered with Capgemini to fully suck out the most out of its technical customization.
The product is straightforward to use. The product allows instant edits if a mistake is made and is very helpful in keeping track of individual employee working hours.
Use of the platform ensures that your business is connected to a global workforce experience powered by modern HR technologies and AI.
Implementation of the software ensures an excellent workforce experience and accelerates overall business performance.
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.
I think just overall the configuration can be a little bit hard on the backend user, like myself, knowing which screens to go to. Better documentation on how we configure things would be a great resource for employees in the HR field that are making those backend changes.
While I support other customers who utilize the software, the response from our customers is over-whelmingly positive. Many customers who have not had any type of workforce management software in the past use spreadsheets to schedule and forecast agents. This can be extremely complicated and a nightmare to control. The time saved by having a product that can quickly complete these functions for you is worth the investment. Also, we have several customers who had no way to track what their agents are doing and have found many problems in their call-center with the software. After rolling out a program where their adherence was tracked and actually 'mattered', they were able to see increased efficency from their agents.
It is the product that the Business is fully committed to for co-ordinately HR processes. Employee and Manage Self-Service has allow our business to reduce the overheads in our HR operating mode. The integration with 3rd party products is now in place and further developments will only increase its importance. SuccessFactors provide regular enhancements and has a support model in line with our business requirements.
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.
Generally works as it needs to but there is room for improvement. Notifications are an example where they come from different places whereas they should be centralised and standardised. We would love to have time management and award interpretation in SAP SuccessFactors HCM instead of a third party system however the lack of rostering functionality makes this unusable
Until now we have not had serious availability problems with SuccessFactors, we had Microsoft Active Directory and SSO with ADFS and we had availability problems but because of problems with ADFS, we migrated to Azure AD and with that the availability problems of SuccessFactors because of ADFS went away. The only windows of unavailability that we have had are those that we are communicated to do maintenance and upgrades.
The performance is very good, the truth is that we have not had serious performance problems, some complex reports may take a little longer, but considering the complexity and the amount of records it is an acceptable time. We have never received a complaint from users regarding page loading speed.
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.
SAP SuccessFactors has been a easy to implement tool with low risks for a sensitive thing like employee feedback. It provides powerful performance in the backend functionalities, and at the same time a great look and feel for the employees. Totally recommended.
The in-person training was with a consultancy, we have taken several courses, all very specific. They have been reports in ecp, general configuration of ec, reports and IAS
We use SAP Learning, and we like it very much, the topics are updated along with the products, we have access to the SFX customer certifications and we have done them all, in general the SAP learning platform is very good and complete.
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.
As we were new with all this, we would greatly appreciate if we had assitance directly from SAP so we can implement the modules with all of its features and best practices. Unfortunately, we notice that the partner left some thing incomplete.
I have used NICE IEX Workforce Management in addition to Aspect Workforce Management, both tools are great at what they do. Aspect however builds its forecast model continuously, adding more information to the model everyday, where are with IEX, the model has to be built each and every time from used selections each week. IEX does not have a historical base model to reference, where Aspect does.
SAP SuccessFactors is a very user-friendly application, it stacks up very well against competition, such as Oracle PeopleSoft HCM. We selected SAP SuccessFactors because we are already using a lot of other SAP solutions, such as SAP S/4 HANA and SAP Business Technology Platform. It allows us to have single-sign on and one vendor with multiple solutions.
The scalability and flexibility of SuccessFactors is unbeatable. It is very easy to scale the product to new countries and areas, and with the help of CPI it can be easily integrated.
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)
