Overview

What is Alvaria Workforce?

Alvaria Workforce (formerly Aspect Workforce Management), is a suite of software which combines call center workforce management with advanced analytics features like call recording, speech analytics, eLearning for training, data sharing for schedule optimization across call center or branch locations,…

Global Optimization Platform with Powerful and very Flexible Features.

Rating: 9 out of 10

March 7, 2022

Vetted ReviewVerified User

Nice and very powerful and easy management platform and the interface is quite easy for all users to easily custom all the necessary capabilities and get ready to work. The ca...

Rahim Khan

Engineer - Information Technology

DevOps Engineer

Gumtree Australia

2 years of experience

Great product and easy to use!

Rating: 10 out of 10

November 6, 2018

IncentivizedVetted ReviewVerified User

Aspect Workforce Management is used across the company by both employees and their supervisors as a way to schedule breaks and lunches around business needs, as well as schedu...

Verified user

Representative

1 year of experience

Best workforce tool out today

Rating: 6 out of 10

August 9, 2018

IncentivizedVetted ReviewVerified User

We are currently using it for forecasting/staffing models, and as a scheduler.

Roy Huron

Manager - Customer Service

Workforce Manager

Aspire Health, Inc.

6 years of experience

Save time, money, and increase service level in your call center!

Rating: 10 out of 10

December 9, 2014

Vetted ReviewVerified User

I work with a company that provides cloud computing services for multiple telephony/call center applications including Aspect Workforce Management. Aspect Workforce Management...

Rachel Honeywood

Engineer - Information Technology

Tier 3 Support Engineer

United States Advanced Networks (USAN)

7.5 years of experience

eWFM From the Eyes of a WFM Expert

Rating: 8 out of 10

February 16, 2014

Vetted ReviewVerified User

Prior to being a consultant, I was an end user of Aspect eWFM products. I have been using the Aspect WFM products since the product was known as TCS. I have participated in ap...

Wendy Fowler

Consultant - Professional Services

Director of Consulting

Quality Service Solutions, LLC

13 years of experience

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Pricing

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Alvaria Workforce

N/A

Unavailable

What is Alvaria Workforce?

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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Alternatives Pricing

Verint Workforce Management

N/A

Unavailable

What is Verint Workforce Management?

Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations. The solution scales to accommodate a varying number of…

Zoom Contact Center

$69

per month per user

What is Zoom Contact Center?

Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.

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Product Details

About
Tech Details

What is Alvaria Workforce?

The Basic, Advanced, and Enterprise tiers include increasingly advanced sets of analytics and workforce management capabilities.

Alvaria Workforce Technical Details

Operating Systems	Unspecified
Mobile Application	No

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Comparisons

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Reviews From Top Reviewers

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The benefits and value of Aspect Workforce Management

Rating: 8 out of 10

February 22, 2014

FERENC CSATLÓS; MBA, PMP

VP, Enterprise Project Management Office (EPMO)

Erie Insurance Group (Broadcast Media, 10,001+ employees)

Vetted Review

Verified User

4 years of experience

Use Cases and Deployment Scope

It is being used across the organization. My department replaced the IEX workforce management system. The region I managed wee had over 1500 call center associates. Aspect WFM enabled us to create scenario based forecasting and staffing model, then select the best scenario for staffing and scheduling purposes.

Pros

Scenario based forecasting and staffing models (one of the primary reason why we replaced IEX tool)
Communication, alerts to end users; ability to set up text message functions when end users schedule is impacted
Ease of use

Cons

Back office support. Aspect needs to expand its product offerings to back office (processing) integration (forecasting and staffing)
Ability to combine forecasting and staffing capabilities for front office (call centers) and back office (processing) units.
Seamless integration with non-aspect phone systems (such as Avaya, Cisco, ...), call recording systems (Nice, Etalk...etc) and other non-Aspect solutions

Likelihood to Recommend

- The solution is well suited for front office contact center operations. It's ability to do scenario based planning is a big benefit
- If you are implementing it for back office (processing) or a combination of front and back office solutions you may want to consider other solutions
- The reason I rated high is because we used it for front office, call center operations

Return on Investment

The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)

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.

Likelihood to Renew

- 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.

Save time, money, and increase service level in your call center!

Rating: 10 out of 10

December 09, 2014

Rachel Honeywood

Tier 3 Support Engineer

United States Advanced Networks (USAN) (Telecommunications, 51-200 employees)

Vetted Review

Verified User

7.5 years of experience

Use Cases and Deployment Scope

I work with a company that provides cloud computing services for multiple telephony/call center applications including Aspect Workforce Management. Aspect Workforce Management addresses many business problems such as administration, scheduling, forecasting, reporting, and adherence. It really is a one stop solution to managing the workforce of a company's call center. Not only does Aspect Workforce Management improve service level in a call center environment, it also increases efficiency of not only agents but also back office professionals.

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.

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.

Likelihood to Recommend

While I think this software could provide value to any company, the value would be less for very small companies. If you have a call center with 50 agents or less, for example, the value just may not be worth the time and investment. Though this software can be utilized for off-phone employees, it is designed for the call center in mind. Therefore, if you just want software to manage back-office employees you would not need or benefit as greatly from having the entire Aspect Workforce Management suite.

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.

Alternatives Considered

While I am aware of several competitors, I have not used their software. IEX, Verint, and Cisco are other options among many.

Likelihood to Renew

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.

Easy Tasks

Official Scheduling via Official Segment Worksheet or Official Schedule Editor
Submitting schedule requests via Empower
Running Reports
Monitoring agents in RTA
Adding new employees

Difficult Tasks

Forecasting (the initial setup if you are not familar with the software)
Scheduling via preference-based or a staffing forecast (the initial setup if you are not familar with the software)
Schedule Trades (This feature was enhanced in this version of the software. The value add is great, however it is a learning curve)

Mobile Interface Availability and Impressions

Yes, but I don't use it

Usability

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.

Aspect Workforce Management - Improving Contact Center Efficiency

Rating: 8 out of 10

February 24, 2014

Jason Reaves

Analyst Workforce Management

Walgreens (Hospital & Health Care, 1001-5000 employees)

Vetted Review

Verified User

4 years of experience

Use Cases and Deployment Scope

Aspect Workforce Management was used to Forecast Call Volumes and Trend Analysis for the Customer Service Departments. With the forecasts, Schedules would be generated that would best fit the requirements needed throughout a given day, while Agent Monitoring also took place to make sure that agents were adhering to the schedules provided through real-time adherence. By improving staffing alignment with requirements, we were able to reduce unnecessary overtime and costs.

Pros

Long range forecasting as well as forecasting using multiple models.
Schedule Testing - Being able to test your current or proposed schedules against various forecasts.
Real-Time Tracking, a lot of insight is given around if an agent was available and when.

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.

Likelihood to Recommend

Aspect Workforce Management works well in both small and large contact center environments. Administration of the product is relatively simple and straight forward, allowing for less downtime and improved system issue turnaround time.

Return on Investment

Improved Service Levels / Customer Satisfaction
Agent Schedule Flexibility, Agent Moral Improvments
Reduced Overtime Requirements and Costs

Alternatives Considered

I have used NICE IEX Workforce Management in addition to Aspect Workforce Management, both tools are great at what they do. Aspect however builds its forecast model continuously, adding more information to the model everyday, where are with IEX, the model has to be built each and every time from used selections each week. IEX does not have a historical base model to reference, where Aspect does.

Likelihood to Renew

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.

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