20 Ratings
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Score 7.7 out of 101
2 Ratings
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Score 7.5 out of 101

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Likelihood to Recommend

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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ATOSS Staff Efficiency Suite

ATOSS is well suited for companies working with different work patterns and on different sites. It is also possible to block the changes for the past, which is really useful if payroll is centralized. The interfaces work with multiple systems as well. But in order to avoid having a huge database, it has to be carefully cleaned from time to time by a system admin, especially if you give access to multiple persons.
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Pros

  • Aspect does a great job of projecting call volume and the number of employees required for each shift of the day.
  • The level of detail provided in the reports was outstanding.
  • I really liked the ability to schedule breaks and lunch based on call volume.
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  • Planning Management: shift creation, work pattern, qualification management, hour or day-based planning.
  • Time management: sicknesses, extra hours validation.
  • Self-service for employees (vacation orders directly on the system).
  • Profile management by department/Cost Center... really precise.
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Cons

  • workforce app seems a little outdated and could be improved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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  • Reports are not so easy to use.
  • No document upload.
  • Some specific balances needed for our business are not easy to manage.
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Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
I do not currently use the product. My clients do and it is a good tool if you use it the right way.
Wendy Fowler profile photo
No score
No answers yet
No answers on this topic

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
No score
No answers yet
No answers on this topic

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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No score
No answers yet
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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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No score
No answers yet
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Alternatives Considered

While I am aware of several competitors, I have not used their software. IEX, Verint, and Cisco are other options among many.
Rachel Honeywood profile photo
I was not here when the tool was selected in 2010 but I was told that it was the more efficient system for our needs. Moreover, it was already well implanted in our geographical sector as well as in our market.
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Return on Investment

  • Improved service level: By utilizing the forecasting features and scheduling optimizers in the software, service level objections can be increased greatly- especially in a multi-skill environment.
  • Reduced workload for back-office employees: Being able to quickly schedule in bulk, quickly create forecasts, automate reports, and have agents' schedule requests automatically approved or denied can save massive amounts of time.
  • Agent efficency: By providing multiple tools to gauge agents' adherence, you can see massive improvements in the way your call center agents adhere to their schedule; which in turn, improves service level.
Rachel Honeywood profile photo
  • Less paper/Excel sheets: everything is centralized in the system
  • Time saving
  • Better communication: information is accessible faster and everywhere for the employees
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Pricing Details

Aspect Workforce Management

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

ATOSS Staff Efficiency Suite

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