Aspect Workforce Management Reviews

24 Ratings
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Score 7.3 out of 100

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Reviews (1-8 of 8)

Roy Huron | TrustRadius Reviewer
August 09, 2018

Best workforce tool out today

Score 6 out of 10
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Likelihood to Recommend

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.
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Anonymous | TrustRadius Reviewer
November 06, 2018

Great product and easy to use!

Score 10 out of 10
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Likelihood to Recommend

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.
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Rachel Honeywood | TrustRadius Reviewer
December 09, 2014

Save time, money, and increase service level in your call center!

Score 10 out of 10
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Likelihood to Recommend

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.
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Wendy Fowler | TrustRadius Reviewer
February 15, 2014

eWFM From the Eyes of a WFM Expert

Score 8 out of 10
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Likelihood to Recommend

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.
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Jason Reaves | TrustRadius Reviewer
February 24, 2014

Aspect Workforce Management - Improving Contact Center Efficiency

Score 8 out of 10
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Likelihood to Recommend

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.
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FERENC CSATLÓS; MBA, PMP | TrustRadius Reviewer
February 22, 2014

The benefits and value of Aspect Workforce Management

Score 8 out of 10
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Likelihood to Recommend

- 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
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Anonymous | TrustRadius Reviewer
February 22, 2014

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

Score 8 out of 10
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Likelihood to Recommend

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