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

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Likelihood to Recommend

Aspect Workforce Management

While I think this software could provide value to any company, the value would be less for very small companies. If you have a call center with 50 agents or less, for example, the value just may not be worth the time and investment. Though this software can be utilized for off-phone employees, it is designed for the call center in mind. Therefore, if you just want software to manage back-office employees you would not need or benefit as greatly from having the entire Aspect Workforce Management suite.
Rachel Honeywood profile photo

AsureForce Time & Labor Management

AsureForce Time would work well for a company with a large volume of non-exempt staff, but the workforce would have to have very simplistic needs. Complex business rules and structure wouldn't be accommodated well by this solution.
Tony Leifert, SHRM-CP profile photo

Pros

  • 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.
Rachel Honeywood profile photo
  • The sync functionality between the clocks and the software, particularly the new clocks, is a plus.
  • The Asure support team is very responsive.
Tony Leifert, SHRM-CP profile photo

Cons

  • 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
  • The way the business rules are set up doesn't lend itself to easily supporting our specific business/users.
  • The software doesn't interface with our HR/payroll solution as well as I'd hoped.
Tony Leifert, SHRM-CP profile photo

Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
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.
Rachel Honeywood profile photo
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Usability

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
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Support

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

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

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
This product was selected well before I began with my company, and we'll actually be moving off of it soon to Ultimate Software's time & attendance solution.
Tony Leifert, SHRM-CP profile photo

Return on Investment

  • 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
  • We spend a lot of time internally on support and set up. Part of this is due to how the software was made and part is due to how our business is structured and changes frequently.
  • We are able, though, to scale on top of it easily when we open new locations.
Tony Leifert, SHRM-CP profile photo

Pricing Details

Aspect Workforce Management

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

AsureForce Time & Labor Management

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