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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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Recent Reviews

TrustRadius Insights

Aspect Workforce Management is a versatile solution that addresses various business problems related to workforce management in call …
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Pricing

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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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  • No setup fee

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

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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.

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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 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!

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:

  1. 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.

  2. 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.

  3. 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

(1-8 of 8)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Aspect really makes it easy for your employees to be there when your customers need the help.
  • I can't speak to this as much since I was just customer service, but it was easy to see that Aspect made us aware of when we had more customers needing assistance so we were able to schedule around that. It's great being known for having excellent, easy-to-reach customer service and Aspect made that simple to achieve.
Rachel Honeywood | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 8 out of 10
Vetted Review
Verified User
  • 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.
FERENC CSATLÓS; MBA, PMP | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • 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)
Wendy Fowler | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • 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.
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