27 Ratings
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Score 8 out of 100
10 Ratings
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Score 5.6 out of 100

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.
Anonymous | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

Verint is very well suited for the corporate enterprise market as it has sufficient granular permission controls, feature rich and scalable. Their pricing model is also very cost effective as it doesn't punish you for being successful (getting lots of submissions or responses). If you are considering Verint, you should ask very specific questions for functionality to make sure it is covered.
Ahmad Rahman | TrustRadius Reviewer

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 | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

  • Scalable: no issues with volume for sending out emails nor reporting.
  • Feature Rich: very well equipped.
  • Support: excellent knowledge base and even better live support
  • Pricing: very cost effective pricing models
Ahmad Rahman | TrustRadius Reviewer

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 | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

  • Admin User interface: feels a bit dated, though functionally it works well.
  • Reporting: Lots of options, but could use some design improvements to "prettify" the reporting
Ahmad Rahman | TrustRadius Reviewer

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 | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management) 10.0
Based on 1 answer
Stable, competitive, reliable, cost effective and exceeds our needs. Great vendor/customer relationship. Most importantly, amazing support.
Ahmad Rahman | TrustRadius Reviewer

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 | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management) 7.0
Based on 1 answer
Overall usability is easy and while I have been using it for years and used to it, new users seem to be able to create surveys without any training or hand holding. Simply create a login and they can figure it out themselves quickly because of the intuitive nature of the layout.Verint could use to improve or update the user interface as it seems very dated visually.
Ahmad Rahman | TrustRadius Reviewer

Support Rating

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.
Anonymous | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management) 10.0
Based on 2 answers
Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.
Ahmad Rahman | TrustRadius Reviewer

Implementation Rating

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.
Anonymous | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

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 | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

No answers on this topic

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 | TrustRadius Reviewer

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

  • Deeper customer relationships
  • Insights into customer desires
  • "Free" customer feedback
Ahmad Rahman | TrustRadius Reviewer

Pricing Details

Aspect Workforce Management

General

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

Verint Enterprise Experience (formerly Verint Enterprise Feedback Management)

General

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

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