What users are saying about

Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

PlayVox

4 Ratings
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Score 8.9 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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PlayVox

It's very well suited for customer support interaction evaluations, as well as agent coaching sessions, and in organizations where "support agent" tends to be an entry-level position within the organization. It's good if the interactions fall within a certain set of likely issues that can be addressed within a limited set of appropriate responses. I can see it being less useful in areas where employees need more specialized knowledge or the knowledge requirements for the position are more specialized. I likely wouldn't use this for a smaller specialized team, like an escalations team or developer support team, or a team that requires broader latitude to address issues effectively.
Sarah Holdgrafer profile photo

Pros

  • easy and quick to use- you don't have to waste hours explaining how to use WFM with your employees
  • reliable- multiple employees can be making changes and testing staffing changes without the site crashing
  • easy to balance employee scheduling with your business needs
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  • 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

  • Due to the level of detail offered via statistics this program can become overwhelming for new users and especially upper management who just needs to see the highlights.
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  • The UI is not quite as intuitive as it might be. It took some time to understand where to access specific functions and what each function was specifically for (we wrote an internal guide to help our leads and agents use it effectively)
  • We are about to implement for our sales team as well, which will use PlayVox a bit differently than our support team - more focused on coachings and less focused on evaluating specific interactions. It would be great to have separate teams like this clearly delineated within a single PlayVox instance, but still allow support and sales agents to interact and recognize each other in the community section.
  • As an admin, it would be great to change views so I could see what users at the agent level see.
Sarah Holdgrafer profile photo

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
PlayVox9.0
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 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
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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

While I am aware of several competitors, I have not used their software. IEX, Verint, and Cisco are other options among many.
Rachel Honeywood profile photo
We liked the UI of Maestro, but it lacked several of the additional features provided by PlayVox (esp. the social elements, recognition, coaching collaboration, and karma points). Also, PlayVox support has been amazing. They've actually implemented several feature requests we had, and worked closely with us to develop the best experience on this platform. Maestro support was not nearly as responsive.
Sarah Holdgrafer profile photo

Return on Investment

  • Improved service level: By utilizing the forecasting features and scheduling optimizers in the software, service level objections can be increased greatly- especially in a multi-skill environment.
  • Reduced workload for back-office employees: Being able to quickly schedule in bulk, quickly create forecasts, automate reports, and have agents' schedule requests automatically approved or denied can save massive amounts of time.
  • Agent efficency: By providing multiple tools to gauge agents' adherence, you can see massive improvements in the way your call center agents adhere to their schedule; which in turn, improves service level.
Rachel Honeywood profile photo
  • Our CSAT has improved between 6%-10% across the board since implementing PlayVox
  • Employee satisfaction has improved, resulting in better team morale and less agent turnover
  • Employees report understanding the expectations on any interaction, and coaching directly to them makes them feel more confident they are doing their jobs well, and more certain they can get the help they need if any area needs improvement. They feel, generally, that the company is more invested in them.
Sarah Holdgrafer 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

PlayVox

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