Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

Verint Workforce Optimization

18 Ratings
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Score 6.8 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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Verint Workforce Optimization

Can we do this Cheaper? Do we need extra features that are not available out of the box? Are there competing products with a very similar feature set? Can we build WFM in house since this is just a DB and a webfront getting FTP data from PBX.
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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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  • Verint's product meets the business need to perform resource management
  • Call monitoring (audio and video capture)
  • Trainers truly understand the products and are very helpful when engaged during the implementations
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Cons

  • 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 profile photo
  • Products need to be able to support current operating system and Java revisions on a more timely basis
  • Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
  • Project managers need to understand the products better so they can be engaged better with the implementations
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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
Verint Workforce Optimization7.2
Based on 8 answers
My current company is a smaller family owned business (about 1500 employees) so the cost of bringing in this platform and the costs associated are a little high for the company budget. As I will move into a corporate structure again at some point in my future, I am sure I will use Verint again.
Joyce Schofield 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
Verint Workforce Optimization8.0
Based on 1 answer
Because its great
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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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Verint Workforce Optimization9.0
Based on 1 answer
Because its excellent tool
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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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Verint Workforce Optimization8.0
Based on 1 answer
I do not have any key insights regarding implementation of Verint
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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
IEX by nice has all the same features as far as WFM products go and the price is similar. However, in my opinion, Verint has the better user interface and, in turn, is easier on supervisors and agents alike .
Andrew Makula profile photo

Return on Investment

  • Aspect really makes it easy for your employees to be there when your customers need the help.
  • I can't speak to this as much since I was just customer service, but it was easy to see that Aspect made us aware of when we had more customers needing assistance so we were able to schedule around that. It's great being known for having excellent, easy-to-reach customer service and Aspect made that simple to achieve.
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  • System realibility (up time) has allowed delivery of services to the operations, which has allowed them to focus call center activities
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Pricing Details

Aspect Workforce Management

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

Verint Workforce Optimization

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