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

Tracking for payroll is fantastic. We have eliminated a time clock because of XenCALL's accuracy in tracking clock in and out.
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Feature Rating Comparison

Preview Dialer

Aspect Workforce Management
XenCALL
8.0
Call notes & tags
Aspect Workforce Management
XenCALL
8.0

Core Dialer

Aspect Workforce Management
XenCALL
10.0
Outbound dialing
Aspect Workforce Management
XenCALL
10.0
Inbound routing
Aspect Workforce Management
XenCALL
10.0
Click-to-call
Aspect Workforce Management
XenCALL
10.0
Campaign & list management
Aspect Workforce Management
XenCALL
10.0

Call Follow-up and Quality Assurance

Aspect Workforce Management
XenCALL
8.0
Follow-up calls
Aspect Workforce Management
XenCALL
6.0
Dialer reporting & analytics
Aspect Workforce Management
XenCALL
10.0

Pros

  • 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.
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  • Call logging
  • Agent monitoring
  • Agent reporting
  • File organization
Tish Cator profile photo

Cons

  • Easier usability. Aspect has been working with Microsoft to make the platform look and feel more like any other MS Office Product, but there is much room for improvement.
  • Drag and Drop features would be a useful option. Allowing schedules to be modified by drag and drop segments, would improve the speed at which changes occur.
  • MS Outlook integration, where schedule changes can be emailed automatically to agents.
Jason Reaves profile photo
  • Agent reporting in terms of dropped call/lost phone number- always an issue
  • Dispatching boards - confirmation boards
  • System lagging when low amount of agents on system
Tish Cator profile photo

Likelihood to Renew

Aspect Workforce Management8.5
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 profile photo
No score
No answers yet
No answers on this topic

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
No answers on this topic

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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No score
No answers yet
No answers on this topic

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
No answers on this topic

Alternatives Considered

BambooHR is also easy to use and the user interface is friendly, but from my experience, it is better for smaller companies or companies that don't have a lot of clientele that they need to work around. The user interface of PARiM is more confusing as well and not as streamlined as Aspect's.
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Vici dial - This was only a calling software and it stored notes, it did not have the exclusive reporting XenCALL has.
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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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  • Lots of calls for new clients
  • Burning through leads quickly
  • Emailing clients' promos directly from CRM
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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

XenCALL

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details
XenCALL offers live, one-on-one demos at no charge and a free trial period without any purchase commitments. Contact us for a custom quote.