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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…

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 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

(1-1 of 1)
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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.
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.
  • 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.
If I were in a position to use this type of software again, Aspect would be at the top of my list. The biggest factors I would consider would be the size and culture of the call center where it would be used.
  • 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.
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
No
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