TrustRadius 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,8
Aspect Workforce Management
22 Ratings
Score 8.3 out of 101
<a href='' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>TRScore

Aspect Workforce Management Reviews

Aspect Workforce Management
22 Ratings
<a href='' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

Do you work for this company?

Show Filters 
Hide Filters 
Showing 1 of 22 Aspect Workforce Management ratings and reviews.
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Job Type

Reviews (1-1 of 1)

Companies can't remove reviews or game the system. Here's why.
Rachel Honeywood profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source


Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
Read Rachel Honeywood's full review

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