What users are saying about

Five9

Top Rated
18 Ratings

Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

Five9

Top Rated
18 Ratings
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Score 8.5 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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Five9

If your leads need multiple contacts and a lot of nurturing via various forms of communication over a long period of time, InsideSales might be better.If your agent script can shoot off in dozens of different directions during a call, due to their outdated agent script tech, Five9 may not be the best option.If you are handling high volume of calls that are more of a one-and-done type situation, Five9 is an efficient, smart, and aggressive dialing solution.If you are wanting a dialer that is trusted, has been around a while, and is NOT a bare bones solution, Five9 likely has the solution to complex dialing problems you haven't even thought of yet.
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Feature Rating Comparison

Workforce Optimization (WFO)

Aspect Workforce Management
Five9
9.0
Quality management
Aspect Workforce Management
Five9
9.0

Pros

  • 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 profile photo
  • 24/7 Customer Support is based in the Philipines and, although sometimes time consuming, they resolve problems and have solutions 99% of the time in my experience.
  • California-based account reps are responsive and very involved and interested in our needs.
  • Five9's robust administrator settings, supervisor functionality, and customizable reports are very handy and meet almost any need you could think of.
Corbin McCabe profile photo

Cons

  • The configuration of the system is quite complex and very difficult to administer.
  • Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there.
  • RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace.
  • The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous.
Wendy Fowler profile photo
  • The agent script is one long page. You can write it in HTML yourself or get customer service to put it into HTML format for you for free.
  • I've found the agent script to be outdated and lacking in tech function.
  • Sometimes there is a lot of pressure from account reps to increase the quantity of agent licenses. This can be frustrating during slow times in business.
  • Aquiring international numbers can take several weeks. It would be nice if that process was quicker, and if international plans were more affordable.
Corbin McCabe profile photo

Likelihood to Renew

Aspect Workforce Management8.5
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 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
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.
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No score
No answers yet
No answers on this topic

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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When we chose Five9, it was largely due to the research of features and functionality, plus hearing good things about it from other contact centers in our area. One huge edge that Five9 has compared with other dialers...is that you don't pay per minute of talk time (unless it's long distance).Competitors like InsideSales charge for licenses AND all minutes...essentially doubling your costs or more in some scenarios.Also Five9 has a lot wider range of options and settings than a lot of its competitors.
Corbin McCabe profile photo

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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  • During almost 4 years using Five9, there have been 5-10 outages for minutes to hours at a time that cost us a lot of money and caused frustration.
  • Although this happens very rarely, these times can be painful for a business where time is money and when we're not on the phones, we're losing thousands.
  • Overall, Five9 has been a pleasure to work with and has allowed us to open up and grow a huge source of income for the business.
Corbin McCabe 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