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Aspect Workforce Management is a versatile solution that addresses various business problems related to workforce management in call …
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,…
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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…
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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 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 |
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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.
Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
December 09, 2014
Save time, money, and increase service level in your call center!
Score 10 out of 10
Vetted Review
Verified User
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.
- 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.
While I am aware of several competitors, I have not used their software. IEX, Verint, and Cisco are other options among many.
- 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)
Yes, but I don't use it
February 24, 2014
Aspect Workforce Management - Improving Contact Center Efficiency
Score 8 out of 10
Vetted Review
Verified User
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.
- 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.
- 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.
- Improved Service Levels / Customer Satisfaction
- Agent Schedule Flexibility, Agent Moral Improvments
- Reduced Overtime Requirements and Costs
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.
Score 8 out of 10
Vetted Review
Verified User
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.
- 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.
- 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.
- Aspect Workforce Management, when used as designed did a wonderful job of reducing wait times for customers.
- This software also reduced the amount of time that too many employees were sitting around with no calls waiting.
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.
- Vendor implemented
No
- The biggest issue encountered during implementation was that the scheduling had been done manually and in a fairly biased manner for many years and there was a big resistance to change that process.
No
February 22, 2014
The benefits and value of Aspect Workforce Management
Score 8 out of 10
Vetted Review
Verified User
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.
- 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
- 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
- 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)
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.
February 16, 2014
eWFM From the Eyes of a WFM Expert
Score 8 out of 10
Vetted Review
Verified 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 approximately a dozen implementations of the solution for my own WFM department and as a consultant. I currently support clients with training and process improvements of their WFM departments. The size of the companies I support range in size, complexity and industry.
- The tool offers a great deal of flexibility in forecasting approaches. It allows you to track seasonality, growth, day of week factors, arrival patterns, store information on holidays and special events. You have the flexibility to forecast based on historical data or user defined data or a combination.
- Although somewhat complex to configure initially, the scheduling features are also quite flexible allow you to create schedule scenarios for the most unique situations.
- There are a great number of reports available in the tool and the tools offers you a variety of different options for pulling the same data making it much easier to analyze and trend. You can also set up routine reports to automatically run and export in a variety of different formats and save to shared drives or even email to specific users.
- The agent interface "Empower" it also very intuitive making it easy for agents to view their schedules, request time off, participate in shift bids and view their own performance reports.
- The configuration of the system is quite complex and very difficult to administer.
- Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there.
- RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace.
- The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous.
- Improved service levels
- Increased productivity and efficiency
- Better planning, communication with leadership
- Improved lead time on hiring
- Agents are happier with vacation administration. There is no longer a flat # of employees allowed off each day.
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.