20 Ratings
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Score 7.7 out of 101
7 Ratings
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Score 8 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.
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Mattersight Predictive Behavioral Routing

Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.
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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
  • Mattersight is every effective in working closely with their customers to ensure understanding of the process.
  • Mattersight provides high level reporting that shows the impact the system is having within the business.
  • When the calls are able to be routed, the reduction in handle time can be easily calculated.
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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 test scenario should have included all call types (including transfers).
  • PBR should be able to work simultaneously across different switches (because of the size of our organization, we may have to split a sales queue across two switches - while PBR can optimize within a switch, optimizing across switches is preferred).
  • Include agent personality identification and communication training with the rollout.
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Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
While I support other customers who utilize the software, the response from our customers is over-whelmingly positive. Many customers who have not had any type of workforce management software in the past use spreadsheets to schedule and forecast agents. This can be extremely complicated and a nightmare to control. The time saved by having a product that can quickly complete these functions for you is worth the investment. Also, we have several customers who had no way to track what their agents are doing and have found many problems in their call-center with the software. After rolling out a program where their adherence was tracked and actually 'mattered', they were able to see increased efficency from their agents.
Rachel Honeywood profile photo
No score
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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
Mattersight Predictive Behavioral Routing8.0
Based on 1 answer
No answer on this topic is available.

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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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
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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
The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
Brian Gillespie profile photo

Return on Investment

  • Staffing cost
  • Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them
  • Cross functioning teams, using the tools this application has to help manage different LOB's
Roy Huron profile photo
  • Reduced AHT.
  • Increased retained revenue.
  • Increased retained RGUs.
Brian Gillespie profile photo

Pricing Details

Aspect Workforce Management

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

Aspect Workforce Management More Information

Mattersight Predictive Behavioral Routing

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Calculate the Impact of Predictive Behavioral Routing on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

Mattersight Predictive Behavioral Routing More Information