Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

Kronos Workforce Central

Top Rated
74 Ratings
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Score 6.7 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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Kronos Workforce Central

We use Kronos Workforce Central only for it's timekeeping and scheduling/forecasting capabilities. It absolutely meets our needs for these areas. The reporting functionality also serves us well; exporting reports in excel covers the needs for most teams that use the system. Finally, business leaders and local HR crews are able to run reports on the teams they support.
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Pros

  • Scheduling: The software not only provides ways to perform bulk scheduling and quick changes to hundreds (or thousands) of individuals at a time, it also provides optimizers for breaks, meetings, and projects; as well as shift and request bids, and a request management feature that allows automatic scheduling of vacation like segments without any user intervention after the initial setup.
  • Forecasting: The software provides many different ways to forecast. You can use user-supplied data or historical patterns. In addition, you can perform as many 'what-if' scenarios are you like to see how changes will affect your forecast and see how real-time schedule changes will impact the intra-day forecast before proceeding.
  • Adherence: The software provides several different adherence views. You can utilize RTA (Real-Time Adherence) to see what states your agents are in on the phone, as well as if they are adhering to their schedules. In addition, you can also access reports and a real-time comparison of schedules to ACD states in the core software. Agents are also able to see their historical adherence reports within a web based client, Empower.
  • Reporting: The software has a multitude of reports which can be set up with a feature called autorun to be automatically e-mailed or exported to a directory however often you need them to be. The filtering capabilities are vast, and if you have crystal reports you can create your own custom reports as well.
  • Security: The security features in the software are very detailed and advanced. Almost everything can be locked down, even the smallest of features. For example, if you do not want an agent to see bereavement in a schedule you can lock that. As many profiles can be created as are necessary.
  • Empower: The Empower module is a web-based application that provides wonderful functionality for agents and supervisors alike. Agents can view their schedules and make requests for schedule changes. They can also see their adherence, and even their personal account balances.
Rachel Honeywood profile photo
  • Rolling the timekeeping into the payroll system is much easier than with our previous system.
  • Kronos is extremely robust and has many features that we have not begin to use.
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Cons

  • I'm big on visuals, so I think the color scheme/font could be better - with all the money that went in to this application, a few more dollars could be used to make it look more appealing
  • Quick access, instead of launching x y z to get in. If it was easier on click to get in, it would have been great.
Roy Huron profile photo
  • Administration of the system is complex. There is no way that an organization with no formal IT department will be able to effectively able to manage the complexity of the system without some outside assistance. This wasn't a problem for our organization as we had a large, formal IT department, but we had four people involved in the build process and one person dedicating approximately 30% of their time to the day-to-day management of the system.
  • The server requirements are extremely robust for the system, utilizing more resources than I really think should be required. Although the system does support virtualization, you have to dedicate a significant amount of CPU and memory to each virtual machine to obtain peak performance.
  • Although you can import data from an extract, this is complex to do. Even if you have someone who is a SQL (this is the version we used) expert, developing importation scripts is difficult. Most likely, if you are doing a switch from a previous system, you will need third party assistance to develop the import / validation scripts.
Spencer Hamons, MSOL, CHCIO 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
Kronos Workforce Central5.0
Based on 11 answers
We have a sizable investment in this program. We are hard pressed to find another app that provides what we need at a price that would justify leaving Kronos.
Dan Hill 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
No score
No answers yet
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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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Kronos Workforce Central9.4
Based on 2 answers
Having no experience with Kronos prior to using it in March 2016, their customer service team taught me how to use it the right way after my initial training at work. I am well-versed in data analysis using Excel and Access primarily, so once I discovered that Kronos had a reporting feature built in, I've used the feature quite a few times to help our properties evaluate their production costs and make good labor decisions. I give Kronos a 10 because once a person takes the time to learn how to use the software, they'll realize that Kronos is far more effective than most, and gives users more ways to access their information where and when they want to.
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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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No score
No answers yet
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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
Workforce Central was our selection because it capable of being virtualized (using VMWare), utilized SQL as the back-end database versus Oracle (which was cheaper to license and talent was easier to find), and because the price-point beat out their competitors. We did end up spending more money than anticipated on consulting services, but that was due to continual changes to the project scope as more features were found to be useful.
Spencer Hamons, MSOL, CHCIO 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
  • The application has made documenting employee hours and overtime calculation user friendly. The experience in using the timeclock and PC has been a positive experience for staff.
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Screenshots

Aspect Workforce Management

Pricing Details

Aspect Workforce Management

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

Kronos Workforce Central

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details
Contact sales for pricing information at 1 (800)-225-1561.