What users are saying about
20 Ratings
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Score 7.7 out of 101
4 Ratings
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Score 8.2 out of 101

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Likelihood to Recommend

Aspect Workforce Management

Aspect Workforce Management works well in both small and large contact center environments. Administration of the product is relatively simple and straight forward, allowing for less downtime and improved system issue turnaround time
Jason Reaves profile photo

IQNavigator

IQNavigator is excellent in a recruitment capacity and working with outside vendors as it allows for complete visibility into the process from start to finish. It ultimately allows our senior partners to also see where the budget is being spent on this tool and what we have gained from using it quarter after quarter. I think it might be less appropriate outside of recruitment or vendor relations. In my current role, we do not use it but I had used it actively and daily in my past position.
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Pros

  • Long range forecasting as well as forecasting using multiple models.
  • Schedule Testing - Being able to test your current or proposed schedules against various forecasts.
  • Real-Time Tracking, a lot of insight is given around if an agent was available and when.
Jason Reaves profile photo
  • End to end visibility throughout an entire process. Works well for any size organization.
  • Reporting which has helped us develop spreadsheets and future data for meetings and recruitment processes.
  • Customizing and flexible for all users and training.
No photo available

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
  • Mobile friendly capability.
  • Quick links could be useful for such a dynamic software so that you can find information easily and train others.
No photo available

Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
- Support staff is knowledge and react quickly to client needs- The Aspect team is always looking to improve their products; collect voice of the customer information and incorporate it into their product development.
FERENC CSATLÓS; MBA, PMP profile photo
No score
No answers yet
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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
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.
No photo available
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.
No photo available
No score
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Alternatives Considered

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 profile photo
IQNavigator is much easier to use than Fieldglass. When using Fieldglass, I felt like there was too much going on within the software and because of this, there was a lag. We chose IQ because it is more user-friendly and easier to train and use on a daily basis.
No photo available

Return on Investment

  • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
  • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
  • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
FERENC CSATLÓS; MBA, PMP profile photo
  • Positive reporting functions
  • Visibility from start to finish
  • Storing data from vendors and candidates information
No photo available

Pricing Details

Aspect Workforce Management

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

IQNavigator

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