What users are saying about
Top Rated
21 Ratings
20 Ratings
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Score 7.7 out of 101
Top Rated
21 Ratings
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Score 8.2 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

Five9

The Five9 Virtual Contact Center works well for all different forms of business. It integrates very well into a sales environment and provides a lot of tools to increase sales and productivity. It also works extremely well for a non-sales environment, such as our own. We may not utilize all the features that relate to sales, but Five9 does have every feature that we have need of to provide the highest level of customer support to our clients.
No photo available

Feature Rating Comparison

Contact Center Software

Aspect Workforce Management
Five9
7.9
Agent dashboard
Aspect Workforce Management
Five9
7.0
Validate callers
Aspect Workforce Management
Five9
8.0
Outbound response
Aspect Workforce Management
Five9
8.0
Call forwarding
Aspect Workforce Management
Five9
6.0
Warm transfer
Aspect Workforce Management
Five9
7.0
Predictive dialing
Aspect Workforce Management
Five9
8.0
Call tracking
Aspect Workforce Management
Five9
9.0
Multichannel integration
Aspect Workforce Management
Five9
9.0
CRM software integration
Aspect Workforce Management
Five9
9.0

Workforce Optimization (WFO)

Aspect Workforce Management
Five9
9.0
Inbound call routing
Aspect Workforce Management
Five9
9.0
Recording
Aspect Workforce Management
Five9
9.0
Quality management
Aspect Workforce Management
Five9
9.0
Call analytics
Aspect Workforce Management
Five9
9.0
Historical reporting
Aspect Workforce Management
Five9
9.0
Live reporting
Aspect Workforce Management
Five9
9.0

Pros

  • Great user interface, easy to maneuver
  • The support/help functionality integrated into the application is very easy to use. From every function, overlaying support to website accessibility - very easy for users
  • The in depth details you can get from eworkforce, for forecasting you can predict and include so much detail. Makes it extremely simple to build very intricate models
Roy Huron profile photo
  • Provides easy to use infrastructure for IVR deployment. It took our Contact Center less than 2 business days to successfully implement five9 into our environment.
  • Blended functionality has allowed us to increase revenue per day by allowing for transparent transition from IB to OB.
  • Reporting has helped increase agent productivity and afforded us transparency when attempting to improve agent's ability to handle more calls in a typical 8 hour shift
  • Real time reporting (Supervisor Desktop) allows for immediate access to agents positions and states. We have utilized this tool by allowing all agents to have access and to manage their non-ready time with their peers. Service Levels are 90/10, along with lower than 10-15 ASAs.
Sean Conyette 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
  • Depending on bandwidth you have with your provider there can be drops in service.
  • Agents have struggled with doing three way calling and then passing that customer to the next department without disconnecting the entire call.
  • I would like to see the historical not disappear from the history once you have logged off for lunch. I have found that the accounts I worked on in the early portion of the day would be erased once I have logged back on. There were times where agents needed to do follow-up and found it difficult to see what they have listed and that at times can lead to a call to the customer which is what we want to avoid because it takes you away from available status even longer.
Anthony Tate 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
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.
No photo available
No score
No answers yet
No answers on this topic

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.
No photo available
No score
No answers yet
No answers on this topic

Alternatives Considered

BambooHR is also easy to use and the user interface is friendly, but from my experience, it is better for smaller companies or companies that don't have a lot of clientele that they need to work around. The user interface of PARiM is more confusing as well and not as streamlined as Aspect's.
No photo available
I looked at 10 solutions and for the price along with the functionality, ease of use, ease of integration and new features such as agent desktop. I believe this solution provided the biggest bang for your buck.
Sean Conyette 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.
No photo available
  • Positive - ease of use.
  • Positive - for our purposes we make outbound cold calls for recruitment, being able to streamline a list of 1000 nurses in 1 day makes this product perfect for us.
Kristin Page 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

Five9

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