What users are saying about

Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

XenCALL

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

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

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
  • 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
- Support staff is knowledge and react quickly to client needs- The Aspect team is always looking to improve their products; collect voice of the customer information and incorporate it into their product development.
FERENC CSATLÓS; MBA, PMP profile photo
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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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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
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Alternatives Considered

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 profile photo
Vici dial - This was only a calling software and it stored notes, it did not have the exclusive reporting XenCALL has.
Tish Cator profile photo

Return on Investment

  • 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
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  • Lots of calls for new clients
  • Burning through leads quickly
  • Emailing clients' promos directly from CRM
Tish Cator profile photo

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.