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https://dudodiprj2sv7.cloudfront.net/product-logos/T7/TN/3MG7ABZC59PT.pngBest workforce tool out todayWe are currently using it for forecasting/staffing models, and as a scheduler.,Great user interface, easy to maneuver The support/help functionality integrated into the application is very easy to use. From every function, overlaying support to website accessibility - very easy for users The in depth details you can get from eworkforce, for forecasting you can predict and include so much detail. Makes it extremely simple to build very intricate models,I'm big on visuals, so I think the color scheme/font could be better - with all the money that went in to this application, a few more dollars could be used to make it look more appealing Quick access, instead of launching x y z to get in. If it was easier on click to get in, it would have been great.,6,Staffing cost Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them Cross functioning teams, using the tools this application has to help manage different LOB's,INX InControl,Ascentis Payroll, Campfire, NICE Workforce OptimizationGreat product and easy to use!Aspect 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 schedule time off for employees. There is an app as well which makes it easy to arrange your schedule even when you're not in the office. The app could use some updating, as far as the user interface is concerned, but it's still convenient to have. Aspect WFM is an excellent way for all employees to stay in sync, especially with large companies where it can be challenging to communicate with other sites.,easy and quick to use- you don't have to waste hours explaining how to use WFM with your employees reliable- multiple employees can be making changes and testing staffing changes without the site crashing easy to balance employee scheduling with your business needs,workforce app seems a little outdated and could be improved more room for customization- not necessary but employees like to have a little creative outlet so it could be good to allow changes to the dashboard look removing the requests from the inbox is a little time consuming- you have to delete each request manually one by one, there isn't a way to batch delete them,10,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.,BambooHR and PARiM,Workday Financial Management, Salesforce Analytics Cloud, Intercom, Atlassian Confluence, JIRA Service DeskSave time, money, and increase service level in your call center!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.,10,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.,,10,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,8eWFM From the Eyes of a WFM ExpertPrior 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.,8,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.,,8Aspect Workforce Management - Improving Contact Center EfficiencyAspect 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.,8,Improved Service Levels / Customer Satisfaction Agent Schedule Flexibility, Agent Moral Improvments Reduced Overtime Requirements and Costs,,8
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Aspect Workforce Management
20 Ratings
Score 7.7 out of 101
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Aspect Workforce Management Reviews

Aspect Workforce Management
20 Ratings
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Score 7.7 out of 101
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Roy Huron profile photo
August 09, 2018

Aspect Workforce Management Review: "Best workforce tool out today"

Score 6 out of 10
Vetted Review
Verified User
Review Source
We are currently using it for forecasting/staffing models, and as a scheduler.
  • Great user interface, easy to maneuver
  • The support/help functionality integrated into the application is very easy to use. From every function, overlaying support to website accessibility - very easy for users
  • The in depth details you can get from eworkforce, for forecasting you can predict and include so much detail. Makes it extremely simple to build very intricate models
  • I'm big on visuals, so I think the color scheme/font could be better - with all the money that went in to this application, a few more dollars could be used to make it look more appealing
  • Quick access, instead of launching x y z to get in. If it was easier on click to get in, it would have been great.
It is well suited to call centers, where it is extremely needed and can save so much money on overstaffing and getting the staff you currently have optimized.
Read Roy Huron's full review
No photo available
November 06, 2018

Aspect Workforce Management Review: "Great product and easy to use!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
Aspect 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 schedule time off for employees. There is an app as well which makes it easy to arrange your schedule even when you're not in the office. The app could use some updating, as far as the user interface is concerned, but it's still convenient to have. Aspect WFM is an excellent way for all employees to stay in sync, especially with large companies where it can be challenging to communicate with other sites.
  • easy and quick to use- you don't have to waste hours explaining how to use WFM with your employees
  • reliable- multiple employees can be making changes and testing staffing changes without the site crashing
  • easy to balance employee scheduling with your business needs
  • workforce app seems a little outdated and could be improved
  • more room for customization- not necessary but employees like to have a little creative outlet so it could be good to allow changes to the dashboard look
  • removing the requests from the inbox is a little time consuming- you have to delete each request manually one by one, there isn't a way to batch delete them
I would say Aspect is less appropriate with smaller businesses or businesses with a smaller amount of clients. Aspect is really useful if you have a lot of customers and employees as you have to schedule the employee breaks and time off around the business needs. A lot of smaller businesses don't need that ability since they might not have the demanding customers like a lot of larger companies would have.
Read this authenticated review
Rachel Honeywood profile photo
December 09, 2014

Aspect Workforce Management Review: "Save time, money, and increase service level in your call center!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
While I think this software could provide value to any company, the value would be less for very small companies. If you have a call center with 50 agents or less, for example, the value just may not be worth the time and investment. Though this software can be utilized for off-phone employees, it is designed for the call center in mind. Therefore, if you just want software to manage back-office employees you would not need or benefit as greatly from having the entire Aspect Workforce Management suite.
Read Rachel Honeywood's full review
Wendy Fowler profile photo
February 15, 2014

Aspect Workforce Management Review: "eWFM From the Eyes of a WFM Expert"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
If the center I am assisting is less than 200 seats, it is not likely Aspect would make the list because of price. If the contact center is multi-media, there are other products that do a much better job forecasting requirements for emails, outbound and chat. I also don't like that it has so many modules/add-ons that you have to pay extra for. This system is well suited for larger calls centers that are multi-site but not too complex with multi-skills or media types. It would also be a much more appealing product if there was a hosted or SaaS version. it were Hosted.
Read Wendy Fowler's full review
Jason Reaves profile photo
February 24, 2014

Review: "Aspect Workforce Management - Improving Contact Center Efficiency"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Aspect Workforce Management works well in both small and large contact center environments. Administration of the product is relatively simple and straight forward, allowing for less downtime and improved system issue turnaround time.
Read Jason Reaves's full review
FERENC CSATLÓS; MBA, PMP profile photo
February 22, 2014

Review: "The benefits and value of Aspect Workforce Management"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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 solution is well suited for front office contact center operations. It's ability to do scenario based planning is a big benefit
- If you are implementing it for back office (processing) or a combination of front and back office solutions you may want to consider other solutions
- The reason I rated high is because we used it for front office, call center operations
Read FERENC CSATLÓS; MBA, PMP's full review
Franklin Veach profile photo
February 14, 2014

User Review: "Aspect Workforce Management"

Score 8 out of 10
Vetted Review
Verified User
Review Source
Staffing, forecasting and time mangement.
  • Forecasting
  • Scheduling management
  • Trades between agents, needs to be easier to use
Read Franklin Veach's full review
No photo available
February 22, 2014

Review: "Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
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About Aspect Workforce Management

Aspect Software headquartered in Massachusetts offers Aspect Workforce Management, 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.

Aspect Workforce Management Technical Details

Operating Systems: Unspecified
Mobile Application:No