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,…
Global Optimization Platform with Powerful and very Flexible Features.
Great product and easy to use!
Best workforce tool out today
Save time, money, and increase service level in your call center!
Aspect Workforce Management - Improving Contact Center Efficiency
Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It
The benefits and value of Aspect Workforce Management
eWFM From the Eyes of a WFM Expert
Pricing
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…
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- Premium Consulting/Integration Services
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Alternatives Pricing
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Product Details
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What is Alvaria Workforce?
Alvaria Workforce Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
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Reviews and Ratings
(35)Community Insights
- 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.
Attribute Ratings
Reviews
(1-1 of 1)Save time, money, and increase service level in your call center!
- 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.
- 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.
- 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.
- Official Scheduling via Official Segment Worksheet or Official Schedule Editor
- Submitting schedule requests via Empower
- Running Reports
- Monitoring agents in RTA
- Adding new employees
- 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)