20 Ratings
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Score 7.7 out of 101
Top Rated
20 Ratings
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Score 7.8 out of 101

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Likelihood to Recommend

Aspect Workforce Management

- The solution is well suited for front office contact center operations. It's ability to do scenario based planning is a big benefit- If you are implementing it for back office (processing) or a combination of front and back office solutions you may want to consider other solutions- The reason I rated high is because we used it for front office, call center operations
FERENC CSATLÓS; MBA, PMP profile photo

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

Feature Rating Comparison

Contact Center Software

Aspect Workforce Management
NICE inContact CXone
8.6
Agent dashboard
Aspect Workforce Management
NICE inContact CXone
9.0
Validate callers
Aspect Workforce Management
NICE inContact CXone
8.0
Outbound response
Aspect Workforce Management
NICE inContact CXone
7.0
Call forwarding
Aspect Workforce Management
NICE inContact CXone
8.0
Warm transfer
Aspect Workforce Management
NICE inContact CXone
8.0
Interactive voice response
Aspect Workforce Management
NICE inContact CXone
9.0
REST APIs
Aspect Workforce Management
NICE inContact CXone
9.0
Call scripts
Aspect Workforce Management
NICE inContact CXone
10.0
Call tracking
Aspect Workforce Management
NICE inContact CXone
10.0
CRM software integration
Aspect Workforce Management
NICE inContact CXone
8.0

Workforce Optimization (WFO)

Aspect Workforce Management
NICE inContact CXone
6.1
Inbound call routing
Aspect Workforce Management
NICE inContact CXone
9.0
Omnichannel inbound routing
Aspect Workforce Management
NICE inContact CXone
9.0
Recording
Aspect Workforce Management
NICE inContact CXone
1.0
Quality management
Aspect Workforce Management
NICE inContact CXone
1.0
Call analytics
Aspect Workforce Management
NICE inContact CXone
7.0
Historical reporting
Aspect Workforce Management
NICE inContact CXone
7.0
Live reporting
Aspect Workforce Management
NICE inContact CXone
6.0
Customer surveys
Aspect Workforce Management
NICE inContact CXone
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
  • Makes the process of feeding data into the system seamless
  • Can crawl the web and collect data from thousands of websites, essentially anywhere your brand is being talked about
  • Does a great job of collecting social media data
  • User friendly in terms of creating dashboards
Justin Sarni 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
  • Needs to reduce noise (ie advertisements) from data collected from around the web
  • Categorization is tedious and takes an extremely long time, especially with high volumes of data
  • Overall, the system runs slowly. Some days it's better than others.
Justin Sarni 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
NICE inContact CXone5.7
Based on 8 answers
In my current job we do not use Attensity. I work as an HR analyst we have all/most of the data we need as structured data. We have very little unstructured data. It would not be a good fit for our team.
Alan Bainbridge profile photo

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
NICE inContact CXone7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

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
NICE inContact CXone7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

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
NICE inContact CXone7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce profile photo

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
We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.
Onavie Boyce 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
  • We found a quality problem that was emerging. Since the issue sounded like normal use of the product, we were not sensitive to the rapid increase in what our consumers were reporting. The tool made us curious as to why the use issue was growing. We had a problem.
  • Engineers were able to gather point of use details from our end users with out the large effort of reading comments
Onavie Boyce 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

NICE inContact CXone

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