The benefits and value of Aspect Workforce Management
February 22, 2014

The benefits and value of Aspect Workforce Management

FERENC CSATLÓS; MBA, PMP | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction

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 workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
  • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
  • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
One of the primary reason why we selected Aspect eWFM solution was because of the scenario based modeling functionality. In other solutions (such as IEX, Blue Pumpin..etc) this functionality is not available. In our industry it was critical to be able to use scenario based modeling and quickly react the call volume spikes.
- Support staff is knowledge and react quickly to client needs
- The Aspect team is always looking to improve their products; collect voice of the customer information and incorporate it into their product development.
- 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