Great product and easy to use!
Rating: 10 out of 10
November 06, 2018
Verified User
Vetted Review
Verified User
1 year of experience
Alvaria WorkforceFormerly 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,…
Learn from top reviewers
Global Optimization Platform with Powerful and very Flexible Features.
Rating: 9 out of 10
March 7, 2022Nice 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...
Great product and easy to use!
Rating: 10 out of 10
November 6, 2018Aspect 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 experienceBest workforce tool out today
Rating: 6 out of 10
August 9, 2018We are currently using it for forecasting/staffing models, and as a scheduler.
Save time, money, and increase service level in your call center!
Rating: 10 out of 10
December 9, 2014I 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 experienceAspect Workforce Management - Improving Contact Center Efficiency
Rating: 8 out of 10
February 24, 2014Aspect Workforce Management was used to Forecast Call Volumes and Trend Analysis for the Customer Service Departments. With the forecasts, Schedules would be generated that wo...
Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It
Rating: 8 out of 10
February 22, 2014Aspect 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 ...
Verified user
Analyst
2 years of experienceThe benefits and value of Aspect Workforce Management
Rating: 8 out of 10
February 22, 2014It 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...
FERENC CSATLÓS; MBA, PMP
Director - Other
VP, Enterprise Project Management Office (EPMO)
Erie Insurance Group
4 years of experienceeWFM From the Eyes of a WFM Expert
Rating: 8 out of 10
February 16, 2014Prior 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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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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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…
What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
Product Details
- About
- Tech 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 Systems | Unspecified |
|---|---|
| Mobile Application | No |
Comparisons
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Reviews and Ratings
(35)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
Aspect Workforce Management is a versatile solution that addresses various business problems related to workforce management in call centers. Users have found the platform to be powerful and easy to use, with customizable capabilities that meet their specific needs. The software's collaboration and communication features are particularly commendable, allowing project managers to easily interact with their teams and generate progress reports. This has been beneficial for both end users and consultants in multiple implementations across companies of different sizes and industries.
One of the primary use cases of Aspect Workforce Management is its ability to forecast call volumes and analyze trends in customer service departments. This enables the generation of schedules that best align with the demands throughout the day, optimizing resource allocation. Moreover, the software provides real-time adherence monitoring, ensuring that agents adhere to their schedules effectively. This reduces unnecessary overtime and costs.
By replacing manual scheduling processes, Aspect Workforce Management offers detailed reports that can be shared with upper management. These reports help address issues related to overstaffing, understaffing, and employee morale. The software is also widely utilized within organizations for scheduling breaks, lunches, and time off based on business needs.
Additionally, the availability of a mobile app adds convenience by allowing users to manage their schedules even when they are not in the office. However, some users have expressed a desire for improvements in the user interface of the app.
Overall, Aspect Workforce Management facilitates communication and synchronization among employees within large companies with multiple sites, enhancing operational efficiency in various workforce management scenarios.
Based on user reviews, the recommendations for Aspect are as follows:
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Consider the overall package and invest in vendor training. Users advise looking at the complete offering when considering Aspect. It is recommended to invest in vendor training and create a prioritized implementation plan to fully utilize all the features of Aspect. The application is considered only as good as the person using it, so correct setup and management are emphasized.
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Carefully vet Aspect's cloud environment and ensure support for schedule models. Reviewers recommend using Aspect for huge and multi-skilled contact centers but caution about carefully vetting out Aspect's cloud environment. It is advised to ensure that the required schedule models are fully supported by Aspect.
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Utilize Aspect Workforce Management and take advantage of available training. Users highly recommend getting Aspect Workforce Management. It is suggested to keep track of everything added to the tool since everything is linked together. Taking full advantage of all available training for Aspect, familiarizing oneself with the near time adherence view, and utilizing Aspect's great configuration support are also recommended.
It is important to note that these recommendations stem from user experiences and opinions.
Reviews
(1-7 of 7)Companies can't remove reviews or game the system. Here's why
Best workforce tool out today
Rating: 6 out of 10
August 09, 2018
RH
Vetted Review
Verified User
6 years of experience
Definitely the most intricate workforce tool out there, no others stack up, and this has the most in depth detail
Save time, money, and increase service level in your call center!
Rating: 10 out of 10
December 09, 2014
RH
Vetted Review
Verified User
7.5 years of experience
While I am aware of several competitors, I have not used their software. IEX, Verint, and Cisco are other options among many.
Aspect Workforce Management - Improving Contact Center Efficiency
Rating: 8 out of 10
February 24, 2014
JR
Vetted Review
Verified User
4 years of experience
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.
Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It
Rating: 8 out of 10
February 22, 2014
Verified User
Vetted Review
Verified User
2 years of experience
This was the first and only scheduling software that I had any experience with. I was not involved in the selection process, only the implementation and on going support.
The benefits and value of Aspect Workforce Management
Rating: 8 out of 10
February 22, 2014
FC
Vetted Review
Verified User
4 years of experience
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.
eWFM From the Eyes of a WFM Expert
Rating: 8 out of 10
February 16, 2014
WF
Vetted Review
Verified User
13 years of experience
IEX - The best solution on the market. It is expensive but offers the best features and functionality. Verint Impact 360 - Verint is comparable although I think eWFM has better forecasting. I also like that Verint offers real-time adherence information and employee skills are automatically updated making skills-based forecasting and scheduling less complex. Calabrio - Intuitive, easy to administer but still has a lot of growing up to do. Community by WFMSG - Great starter WFM system and is the most reasonable tool on the market today. Ideal for smaller centers of less than 300 and their support is amazing! Monet - Intuitive, cost effective but does not offers some of the bidding features.