We are currently using it for forecasting/staffing models, and as a scheduler.
Companies can't remove reviews or game the system. Here's why
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.
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.
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.
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.
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.
Staffing, forecasting and time mangement.
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 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.