Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

PRO Unlimited Wand VMS

5 Ratings
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Score 7.5 out of 101

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Likelihood to Recommend

Aspect Workforce Management

If the center I am assisting is less than 200 seats, it is not likely Aspect would make the list because of price. If the contact center is multi-media, there are other products that do a much better job forecasting requirements for emails, outbound and chat. I also don't like that it has so many modules/add-ons that you have to pay extra for. This system is well suited for larger calls centers that are multi-site but not too complex with multi-skills or media types. It would also be a much more appealing product if there was a hosted or SaaS version. it were Hosted.
Wendy Fowler profile photo

PRO Unlimited Wand VMS

When working with a VMS or MSP I must say PRO is one of the best to use. You are able to manage multiple clients within the same portal, very user-friendly, able to go to one location for all recruitment needs, management needs, sales and accounting needs. It helps organize recruitment needs and make sure that candidates are within budget. With this program, I do not have to worry about aging reports or outstanding invoices
Catherine Soto profile photo

Pros

  • Scenario based forecasting and staffing models (one of the primary reason why we replaced IEX tool)
  • Communication, alerts to end users; ability to set up text message functions when end users schedule is impacted
  • Ease of use
FERENC CSATLÓS; MBA, PMP profile photo
  • Quick responses to candidates feedback
  • Accurate time keeping with payroll and invoicing
  • Very user friendly and easy to navigate and cross train others
Catherine Soto profile photo

Cons

  • Back office support. Aspect needs to expand its product offerings to back office (processing) integration (forecasting and staffing)
  • Ability to combine forecasting and staffing capabilities for front office (call centers) and back office (processing) units.
  • Seamless integration with non-aspect phone systems (such as Avaya, Cisco, ...), call recording systems (Nice, Etalk...etc) and other non-Aspect solutions
FERENC CSATLÓS; MBA, PMP profile photo
  • It would be helpful in the beginning to see if the opportunity is exempt or non-exempt
  • The timing out of session could be extended a few more minutes longer
  • When adding a candidates email
  • Easier way to update a candidates profile and updated resume
Catherine Soto 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
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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
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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
In our current situation, we did not go after WAND as a tool. Our clients that we support currently use WAND as their VMS system. But if given a choice of having to choose a VMS I would choose WAND over all that I have used in the past. It keeps everything uniform.
Catherine Soto 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
  • Saves time on all aspects of organization
  • Only negative is that there is not a real connection with the managers from a Recruitment or Sales point of view - but understand they are prob bombarded by sales calls
  • Very helpful tool to keep process and procedures in place
Catherine Soto 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

PRO Unlimited Wand VMS

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