What users are saying about

Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

Blackboard Learn

124 Ratings
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Score 7.1 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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Blackboard Learn

Blackboard has been a very stable and heavily utilized product for us. SIS integration was fairly easy between Blackboard and Banner and allows a seamless automation of course creations and enrollment adds and drops.One area that a potential customer would want to look into is Blackboard's mobile applications and future development in this area, to see if what they currently offer is satisfactory for the customers needs, since this is one area Blackboard needs to improve upon.
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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
  • Blackboard is very easy for novice technology users to pick up and begin to build a course. They have really expanded on their online help documentation over the last couple years to facilitate new users to the product.
  • It is very easy to integrate Blackboard with our SIS system for automatic course creation and enrollment adds and drops. We have automated everything and have little to no hands-on for higher administrative tasks.
  • Behind the Blackboard Support is quick to respond when tickets are opened requesting software updates, application bugs, usage questions, etc.
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Cons

  • 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 profile photo
  • The email service operated only within Blackboard. In order to have messages forwarded out of the system, one needed to change the settings. This led to a number of emails being lost, especially when students were not familiar with the system.
  • Posting course readings online could be problematic because students would not take the time to read articles on their computer or devices. Hard copies tended to get better results.
  • Discussion boards could sometimes be hard to track. Replies to user comments could get lost in the board, resulting in a lack of response.
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Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
If I were in a position to use this type of software again, Aspect would be at the top of my list. The biggest factors I would consider would be the size and culture of the call center where it would be used.
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Blackboard Learn4.6
Based on 11 answers
There are several aspects of Desire2Learn that outweigh the benefits of using Blackboard. I find that the Desire2Learn system is a bit more user friendly and looks more up-to-date. However, the decision to renew systems is not up to me because the entire University uses the same system. Regardless, I think I would choose Desire2Learn over Blackboard because of its improved user interface.
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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
Blackboard Learn7.7
Based on 4 answers
It is very usable for both faculty and students. The interface is pretty intuitive and most students can use it without a lot of additional training. Faculty do need some training to effectively use the interface, but they usually get it pretty quickly. We have had to create some additional programming to give faculty a way to delve deeper into the content.
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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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Blackboard Learn4.6
Based on 2 answers
The majority of tickets are answered and resolved quickly, but every once in a while a ticket gets "escalated" and then the next tier of support is much slower in following up.
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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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Blackboard Learn10.0
Based on 1 answer
Blackboard's Managed Hosting was top-notch in getting us up and running quickly.
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Alternatives Considered

This was the first and only scheduling software that I had any experience with. I was not involved in the selection process, only the implementation and on going support.
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The decision to go with Blackboard was made by my university's IT department. They are sticking with it.
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Return on Investment

  • Aspect Workforce Management, when used as designed did a wonderful job of reducing wait times for customers.
  • This software also reduced the amount of time that too many employees were sitting around with no calls waiting.
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  • Blackboard has had a neutral impact on our business objectives in that some faculty use it more than others. We don't hear much about Blackboard unless a feature is broken.
  • I do think that Blackboard is very frustrating for many faculty to use.
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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

Blackboard Learn

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