Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

Mattersight Predictive Behavioral Routing

7 Ratings
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Score 8 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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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
  • Routing has helped reduce attrition.
Josh Slater 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
  • ISG could use more in depth reporting that is available on demand.
Josh Slater profile photo

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
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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
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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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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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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
  • We have seen a decrease in our overall average handle time.
  • We have experienced some agent dissatisfaction as the less effective agents may receive less calls while the more effective agents receive more calls.
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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