What users are saying about
23 Ratings
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Score 7.9 out of 101
9 Ratings
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Score 8.9 out of 101

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.
No photo available

PlayVox

In a call center, this program is perfect. The variety of ways it can be used are all beneficial to my organization. Pie charts? Check! Bar graphs? Yes, sir! Light-hearted chit chat? Definitely. The only time I could see this program not work is in an environment that is very structured and serious. This program allows us, as agents, to have a little fun.
Shauna Stermer profile photo

Pros

Aspect Workforce Management

  • 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

PlayVox

  • The evaluation forms are easy to create and use, and can be fully customized to represent the rubrics and metrics you've developed for your teams
  • The platform provides good permissions and collaborative functions. Leads, managers, and others roles can have specific views for their teams, share amongst other managers and leads for input, track coachings, and manage other lead responsibilities independent of specific evaluations.
  • The social element for the agents seems to have improved team morale, as agents, leads, and managers can recognize individuals and teams using badges and karma points.
Sarah Holdgrafer profile photo

Cons

Aspect Workforce Management

  • 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

PlayVox

  • Lack of guides on how to use PlayVox for the most efficiency
  • Lack of guides on what scorecards should be used in particular areas
  • Scorecards constructor should have 2 modes: simple and advanced. Sometimes we didn't have some needed functions in particular scorecards.
  • It would be great to have a customer success consultant who would guide you to reach good numbers
  • Really poor/boring video manuals
No photo available

Likelihood to Renew

Aspect Workforce Management

Aspect Workforce Management 8.5
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

PlayVox

PlayVox 9.0
Based on 1 answer
It's an excellent tool that makes our support team better and happier. PlayVox support is also extremely responsive and helpful.
Sarah Holdgrafer profile photo

Usability

Aspect Workforce Management

Aspect Workforce Management 8.0
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

PlayVox

No score
No answers yet
No answers on this topic

Support

Aspect Workforce Management

Aspect Workforce Management 8.0
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

PlayVox

PlayVox 7.0
Based on 1 answer
I gave this rating because we never really have any issues with the program. Team Managers, Chat Assists and others are there for assistance if something should go wrong, but reaching out to the PlayVox support is something I have never experienced. I have never seen it crash, nor have any issues that required me to contact support for assistance.
Shauna Stermer profile photo

Implementation

Aspect Workforce Management

Aspect Workforce Management 9.0
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

PlayVox

No score
No answers yet
No answers on this topic

Alternatives Considered

Aspect Workforce Management

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

PlayVox

MaestroQA is one that we evaluated at the same time as PlayVox. What we found is that MaestroQA wasn't as user-friendly. With how we ramp up so quickly every season, we needed a platform that new team could get into and understand quickly.
Tonya Kinney profile photo

Return on Investment

Aspect Workforce Management

  • 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

PlayVox

  • PlayVox has allowed us to centralize ALL quality assurance across ALL departments.
  • PlayVox has allowed our entire QA team the opportunity to work remotely instead of in-office.
Michael Jacobson profile photo

Pricing Details

Aspect Workforce Management

General

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

PlayVox

General

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

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