Aspect Workforce Management vs Sparkrock

• 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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• It is easy to gather information for reports.
• It is fast to find information that is needed.
• It has diminished manual entry for payroll.

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• The configuration of the system is quite complex and very difficult to administer.
• Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there.
• RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace.
• The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous.

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• The scheduling module is missing a few key parts that would enhance our employee's use of the system.
• Payroll is not yet stable and there is difficulty posting payroll.
• Some of the pay controls do not work to the ability that we would like them to.

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• 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)

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• With using Kwiktag as part of our solution we are now able to provide our auditors with a computer and read-only access to our solution which has saved both parties considerable amount of manual labour in digging through files. Everything is available electronically at our fingertips.
• We have also saved extensive hours of filing. We use to file invoices for example, by vendor and now through the integration of Kwiktag we are able to file by batch.
• The solution has helped to transform the roles within our organization from being data input in nature to being more analytical in nature. This is a result of now having "real-time" data available at our fingertips.

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