27 Ratings
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Score 8 out of 100
137 Ratings
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Score 6.9 out of 100

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.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Aspect Workforce Management
Avaya OneCloud CCaaS
7.9
Agent dashboard
Aspect Workforce Management
Avaya OneCloud CCaaS
8.2
Validate callers
Aspect Workforce Management
Avaya OneCloud CCaaS
7.6
Outbound response
Aspect Workforce Management
Avaya OneCloud CCaaS
8.5
Call forwarding
Aspect Workforce Management
Avaya OneCloud CCaaS
8.4
Click-to-call (CTC)
Aspect Workforce Management
Avaya OneCloud CCaaS
7.9
Warm transfer
Aspect Workforce Management
Avaya OneCloud CCaaS
8.4
Predictive dialing
Aspect Workforce Management
Avaya OneCloud CCaaS
6.2
Interactive voice response
Aspect Workforce Management
Avaya OneCloud CCaaS
8.7
REST APIs
Aspect Workforce Management
Avaya OneCloud CCaaS
7.7
Call scripts
Aspect Workforce Management
Avaya OneCloud CCaaS
8.3
Call tracking
Aspect Workforce Management
Avaya OneCloud CCaaS
8.7
Multichannel integration
Aspect Workforce Management
Avaya OneCloud CCaaS
8.0
CRM software integration
Aspect Workforce Management
Avaya OneCloud CCaaS
6.7

Workforce Optimization (WFO)

Aspect Workforce Management
Avaya OneCloud CCaaS
8.1
Inbound call routing
Aspect Workforce Management
Avaya OneCloud CCaaS
7.5
Omnichannel inbound routing
Aspect Workforce Management
Avaya OneCloud CCaaS
8.1
Recording
Aspect Workforce Management
Avaya OneCloud CCaaS
8.6
Quality management
Aspect Workforce Management
Avaya OneCloud CCaaS
8.4
Call analytics
Aspect Workforce Management
Avaya OneCloud CCaaS
7.7
Historical reporting
Aspect Workforce Management
Avaya OneCloud CCaaS
8.0
Live reporting
Aspect Workforce Management
Avaya OneCloud CCaaS
8.1
Customer surveys
Aspect Workforce Management
Avaya OneCloud CCaaS
8.0
Customer interaction analytics
Aspect Workforce Management
Avaya OneCloud CCaaS
8.0

Pros

Aspect Workforce Management

  • 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.
Wendy Fowler | TrustRadius Reviewer

Avaya OneCloud CCaaS

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

Cons

Aspect Workforce Management

  • Some of the features can be difficult for a new user to learn. Once they have them down, the software functions wonderfully; however, the learning curve can be high.
  • While RTA is a great tool to utilize, the look has not changed in a long time. It has an 'old-school' software appearance that does not match the core system.
  • When dealing with huge sets of data (for example, changing schedules for an entire year for many agents), the software can hang for quite a while. While this is not a frequent occurence and can happen with any application, it can be frustrating for some users.
Rachel Honeywood | TrustRadius Reviewer

Avaya OneCloud CCaaS

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

Likelihood to Renew

Aspect Workforce Management

Aspect Workforce Management 8.5
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 | TrustRadius Reviewer

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 13 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

Usability

Aspect Workforce Management

Aspect Workforce Management 8.0
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 | TrustRadius Reviewer

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 6 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

Support Rating

Aspect Workforce Management

Aspect Workforce Management 8.0
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.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.7
Based on 8 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

Implementation Rating

Aspect Workforce Management

Aspect Workforce Management 9.0
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.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.

Alternatives Considered

Aspect Workforce Management

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 | TrustRadius Reviewer

Avaya OneCloud CCaaS

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

Return on Investment

Aspect Workforce Management

  • Staffing cost
  • Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them
  • Cross functioning teams, using the tools this application has to help manage different LOB's
Roy Huron | TrustRadius Reviewer

Avaya OneCloud CCaaS

  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
Anonymous | TrustRadius Reviewer

Pricing Details

Aspect Workforce Management

General

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

Avaya OneCloud CCaaS

General

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

Rating Summary

Likelihood to Recommend

Aspect Workforce Management
8.9
Avaya OneCloud CCaaS
7.1

Likelihood to Renew

Aspect Workforce Management
8.5
Avaya OneCloud CCaaS
8.0

Usability

Aspect Workforce Management
8.0
Avaya OneCloud CCaaS
8.0

Reliability and Availability

Aspect Workforce Management
Avaya OneCloud CCaaS
7.0

Performance

Aspect Workforce Management
Avaya OneCloud CCaaS
10.0

Support Rating

Aspect Workforce Management
8.0
Avaya OneCloud CCaaS
7.7

Implementation Rating

Aspect Workforce Management
9.0
Avaya OneCloud CCaaS
9.1

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