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Alvaria Workforce

Alvaria Workforce
Formerly Aspect Workforce Management

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,…

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Learn from top reviewers

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...
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Rahim Khan
Engineer - Information Technology
DevOps Engineer
Gumtree Australia
Alvaria Workforce2 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...
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Verified user
Representative
Alvaria Workforce1 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.
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Roy Huron
Manager - Customer Service
Workforce Manager
Aspire Health, Inc.
Alvaria Workforce6 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...
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Rachel Honeywood
Engineer - Information Technology
Tier 3 Support Engineer
United States Advanced Networks (USAN)
Alvaria Workforce7.5 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...
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Wendy Fowler
Consultant - Professional Services
Director of Consulting
Quality Service Solutions, LLC
Alvaria Workforce13 years of experience
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Pricing

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Alvaria Workforce

Alvaria Workforce

N/A
Unavailable

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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

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, and desktop analytics for monitoring and analyzing discrete actions like employee keystrokes and application usage.

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

Alvaria Workforce Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews From Top Reviewers

View all reviews
(1-5 of 8)

Great product and easy to use!

Rating: 10 out of 10
Incentivized
November 06, 2018
Verified User
Representative in Customer Service
Entertainment Company, 10,001+ employees
Vetted Review
Verified User
Alvaria Workforce
1 year of experience
Use Cases and Deployment Scope
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 schedule time off for employees. There is an app as well which makes it easy to arrange your schedule even when you're not in the office. The app could use some updating, as far as the user interface is concerned, but it's still convenient to have. Aspect WFM is an excellent way for all employees to stay in sync, especially with large companies where it can be challenging to communicate with other sites.
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
Cons
  • workforce app seems a little outdated and could be improved
  • more room for customization- not necessary but employees like to have a little creative outlet so it could be good to allow changes to the dashboard look
  • removing the requests from the inbox is a little time consuming- you have to delete each request manually one by one, there isn't a way to batch delete them
Likelihood to Recommend
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.

Aspect Workforce Management - Improving Contact Center Efficiency

Rating: 8 out of 10
February 24, 2014
JR
Jason Reaves
Analyst Workforce Management
Walgreens (Hospital & Health Care, 1001-5000 employees)
Vetted Review
Verified User
Alvaria Workforce
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.

Global Optimization Platform with Powerful and very Flexible Features.

Rating: 9 out of 10
March 07, 2022
RK
Rahim Khan
DevOps Engineer
Gumtree Australia (Internet, 51-200 employees)
Vetted Review
Verified User
Alvaria Workforce
2 years of experience
View profile
Use Cases and Deployment Scope
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 capability offered to the project managers on easy team communication and faster on multiple progress reports creation and very excellent collaboration solution.
Pros
  • Easy to present clean project reports.
  • Excellent tool on task management.
  • Easy management of multiple project documents.
Cons
  • To the user with no experience with similar tools its not that easy to get started.
  • Support needs improvement.
  • Multiple project reporting is very tricky.
Likelihood to Recommend
Easy workforce management tool and the dashboard is well designed with multiple accessible functionalities. This platform allows easy data collection across other project management systems and the analytics which the tool provides are excellent and very reliable project planning and easy scheduling with effective and excellent management functionalities and initial implementing is also an easy process.

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

Rating: 10 out of 10
December 09, 2014
RH
Rachel Honeywood
Tier 3 Support Engineer
United States Advanced Networks (USAN) (Telecommunications, 51-200 employees)
Vetted Review
Verified User
Alvaria Workforce
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.

Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It

Rating: 8 out of 10
February 22, 2014
Verified User
Analyst in Customer Service
Utilities Company, 1001-5000 employees
Vetted Review
Verified User
Alvaria Workforce
2 years of experience
Use Cases and Deployment Scope
Aspect Workforce Management was being used to schedule call center representatives at a 24 hour center with approximately 50-60 phone reps. Before using Aspect all scheduling was done manually and there were many problems with being over and under staffed as well as issues with employee morale. The Aspect program offered many solutions to these problems including very detailed reports that could be passed along to upper management.
Pros
  • Aspect does a great job of projecting call volume and the number of employees required for each shift of the day.
  • The level of detail provided in the reports was outstanding.
  • I really liked the ability to schedule breaks and lunch based on call volume.
Cons
  • Due to the level of detail offered via statistics this program can become overwhelming for new users and especially upper management who just needs to see the highlights.
Likelihood to Recommend
This software is best suited for medium to larger call centers. In my particular experience, the software did amazing things but the culture of the company was not ready for the shift required to let the software guide the decisions.
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