What users are saying about
21 Ratings
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Score 7.9 out of 101
15 Ratings
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Score 8.2 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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Calabrio ONE

Calabrio has been great for our education environment. We have the ability to access live calls, recorded calls and evaluate based on the duration of calls. I would like to see the Reporting tab transformed and allow for more customizable reports. Overall, we have had success with Calabrio and we look forward to our partnership.
Beth Bax profile photo

Pros

  • Scenario based forecasting and staffing models (one of the primary reason why we replaced IEX tool)
  • Communication, alerts to end users; ability to set up text message functions when end users schedule is impacted
  • Ease of use
FERENC CSATLÓS; MBA, PMP profile photo
  • Quality Management (call recordings, evaluations of said calls) is an area where Calabrio has done a particularly good job. It is a solid product and they continue to refine it.
  • Customer Service - since we purchased the product, customer service has always been spot on for Calabrio - they have worked hard to ensure their existing customers remain happy while continuing to evolve and bring on new customers.
  • Innovation - with their ear to the ground, so to speak, Calabrio forges ahead and does a great job of implementing features per customer requests and makes every effort to ensure the needs are taken care of either via API or upgrade feature.
Joel Severson profile photo

Cons

  • I'm big on visuals, so I think the color scheme/font could be better - with all the money that went in to this application, a few more dollars could be used to make it look more appealing
  • Quick access, instead of launching x y z to get in. If it was easier on click to get in, it would have been great.
Roy Huron profile photo
  • Calabrio's scheduling module has room for improvement. I recommend adding options that will allow you to quickly add or delete multiple exceptions for a group or an individual.
  • Calabrio should add an option the will automatically optimize existing breaks and lunches based on the schedule rules and updates to schedules since they were initially published.
  • I'd like to have a feature in Calabrio that will automatically approve or deny employees requests for vacation based on the staffing number and other staff rules that are set.
  • For shift bidding, I'd like to have the option to create several schedule types and have Calabrio create the best coverage based on the available staff and the existing forecast.
  • In my practice, I have found that some reports have stats that should be weighed but are presented as a standard average (arithmetic mean) instead.
  • I'd like to have granular reporting on staff shrinkage that has occurred in the past so that I can use that data for future staff planning.
Nathaniel Brown profile photo

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
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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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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
No answers on this topic

Alternatives Considered

Definitely the most intricate workforce tool out there, no others stack up, and this has the most in depth detail
Roy Huron profile photo
Switched over from an older system that was often confusing, had an old look and feel to it, and bad customer service.
Sara de la Fuente profile photo

Return on Investment

  • Aspect really makes it easy for your employees to be there when your customers need the help.
  • I can't speak to this as much since I was just customer service, but it was easy to see that Aspect made us aware of when we had more customers needing assistance so we were able to schedule around that. It's great being known for having excellent, easy-to-reach customer service and Aspect made that simple to achieve.
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  • It worked well for a client/call center that needed 100% call recordings. Now, it did not achieve 100% but it was pretty close and saved us penalty fees in general by meeting our SLAs.
Usama Ahmed profile photo

Screenshots

Aspect Workforce Management

Pricing Details

Aspect Workforce Management

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

Calabrio ONE

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details