What users are saying about
20 Ratings
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Score 7.7 out of 101
1 Ratings
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Score 10 out of 101

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Likelihood to Recommend

Aspect Workforce Management

Aspect Workforce Management works well in both small and large contact center environments. Administration of the product is relatively simple and straight forward, allowing for less downtime and improved system issue turnaround time
Jason Reaves profile photo

Skedulo

Because of how quick Skedulo picks resources for jobs, it has helped us eliminate at least one extra body.
Becky Norton profile photo

Pros

  • Aspect does a great job of projecting call volume and the number of employees required for each shift of the day.
  • The level of detail provided in the reports was outstanding.
  • I really liked the ability to schedule breaks and lunch based on call volume.
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  • Sets mileage boundaries
  • Sets product ability
  • Selects the closest consultants with the right product knowledge
  • Eliminates human scheduling errors
Becky Norton 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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  • Occasionally it will not locate an available consultant because they put their block in on top of a previous appointment -- overlapping causes issues
  • Fix it so the human errors of us inputting blocks is not so "perfect"
Becky Norton profile photo

Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
If I were in a position to use this type of software again, Aspect would be at the top of my list. The biggest factors I would consider would be the size and culture of the call center where it would be used.
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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

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
We used 2-3 systems before finding Skedulo, and it works excellent! The staff at Skedulo listens to what we need and works on updates constantly making it a more efficient tool.
Becky Norton profile photo

Return on Investment

  • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
  • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
  • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
FERENC CSATLÓS; MBA, PMP profile photo
  • Eliminated at least one customer service representative.... saving a salary
  • Better customer service because the calls are shorter.
Becky Norton 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

Skedulo

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