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Aspect Workforce Management Review

Aspect Workforce Management
Our score: 8.7 User satisfaction: N/A

What is Aspect Workforce Management?

Aspect Workforce Management is an employee management solution which offers contact center and staffing solutions for medium and large-sized contact centers. It is a part of Aspect’s workforce optimization suite, a comprehensive collection of workforce, quality, and performance solutions for contact centers. Aspect Workforce Management helps contact center managers, supervisors, and agents ensure that they have enough staff resources to meet service demand without compromising productivity. The software has a forecasting capability, which allows users to determine the impact of variations in service demand, staff, and budget.

Furthermore, Aspect Workforce Management enables agents to autonomously manage their schedules. They will be able to manage their time off, vacations, and shifts remotely through its mobile app or touch-tone IVR. It helps agents feel better about their job and work environment; boosting their morale, providing them mobility, and improving their productivity. The employee management solution also has a simple graphical user interface which can be accessed using all major web browsers.

Overview of Aspect Workforce Management Benefits

Aspect Workforce Management is considered as an agent-friendly solution for contact centers that are managing customer-facing inbound, outbound, and back office staff resources. This is because it provides agents with the flexibility and mobility to manage their own schedules.

The software caters to the needs of a generation of working people called millennials. Millennials are characterized as employees who value their freedom and who balance their work with their personal life. Hence, Aspect Workforce Management allows agents to view and manipulate their schedules on the fly from anywhere, providing them with a sense of autonomy. Moreover, they can set their preferred schedules; and the software provides a rich selection of schedule preferences: hours/week, shift length, start/stop times, days per week, lunchtime preferences, and more.

Through the aid of the Aspect Workforce Management mobile app or touch-tone IVR, agents, as well as supervisors, can view and change their schedules. The touch-tone IVR option in managing schedules is a component of the modern IVR (Interactive Voice Response) system that Aspect is using. A touch-tone IVR gathers responses through touch-tone telephone keypad entry.

Aspect Workforce Management also helps contact centers balance their staffing supply with service demand. It ensures them that they have a sufficient number of agents who will handle the required work under different scenarios. These scenarios can include an increase in the volume of calls or disruption in the workforce due to training and other offline activities. Interestingly, the contact center solution offers users the capability to predict the workforce requirements using “what-if” scenarios. Furthermore, it helps them schedule agents needed across all support or interaction channels: voice, chat, email, social media, and multi-session.

The software has the capability to automatically calculate shrinkage, which is a measurement of how much time is lost in a contact center as a result of offline activities: bathroom breaks, callbacks, paperwork, team meetings or training. Shrinkage is used to determine the number of agents that need to be scheduled for a given shift so calls will be efficiently handled.

Overview of Aspect Workforce Management Features

  • Self-service staff scheduling
  • Agents/supervisor self-service
  • Employee Scheduling
  • Shift Templates
  • Workforce Mobile Support
  • Custom  Schedule Reports
  • Staff Resource Forecasting
  • Unlimited “What-If” Scenarios
  • Multi-Channel Communication
  • Multi-Channel Simulator
  • Mobile Workforce Control
  • Adherence Monitoring
  • Workforce Analytics
  • Historical Pattern Updates
  • Strategic Planning
  • Web-Based GUI Access

Aspect Workforce Management Position In Our Categories

Knowing that businesses have distinct business-related demands, it is only sensible that they avoid preferring a one-size-fits-all, ”best” software system. Nonetheless, it would be hard to find such a software system even among widely used software products.
The right step to do would be to shortlist the different significant functions that demand scrutiny including crucial features, budget, skill aptitude of staff, organizational size, etc. After which, you must perform the product research thoroughly. Have a look at some of these Aspect Workforce Management analyses and scrutinize each of the software systems in your shortlist in detail. Such comprehensive research makes sure you take out ill-fitting applications and pay for the system that delivers all the aspects your company requires.

Position of Aspect Workforce Management in our main categories:

TOP 100

Aspect Workforce Management is one of the top 100 HR Software products

If you are interested in Aspect Workforce Management it might also be a good idea to analyze other subcategories of HR Software listed in our database of SaaS software reviews.

Enterprises have diverse wants and requirements and no software application can be just right in such a situation. It is futile to try to find a perfect out-of-the-box software system that meets all your business needs. The smart thing to do would be to customize the system for your special needs, staff member skill levels, finances, and other elements. For these reasons, do not hurry and pay for well-publicized trendy applications. Though these may be widely used, they may not be the best fit for your unique requirements. Do your homework, check out each short-listed system in detail, read a few Aspect Workforce Management HR Software reviews, speak to the maker for clarifications, and finally settle for the product that presents what you need.

How Much Does Aspect Workforce Management Cost?

Aspect Workforce Management Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Aspect Workforce Management’s enterprise pricing is available only upon request. Please get in touch with the company’s sales department for details, and ask for a quote.

User Satisfaction

Positive Social Media Mentions 0
Negative Social Media Mentions 0

We realize that when you make a decision to buy HR Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Aspect Workforce Management reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Aspect Workforce Management. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

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Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
  • Windows Mobile

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Dutch

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Aspect Workforce Management Comparisons

Aspect Workforce Management user reviews

Nightmare

Read full review >
Anonymous Reviewer
1/5

Overall Impression

1/5

Customer Support

1/5

Value for Money

1/5

Ease of Use

Published on: 30.11.2017 Company Size: More than 100 Employees Industry: N/A

What are Aspect Workforce Management pricing details?

Aspect Workforce Management Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Aspect Workforce Management’s enterprise pricing is available only upon request. Please get in touch with the company’s sales department for details, and ask for a quote.

What integrations are available for Aspect Workforce Management?

Aspect Workforce Management supports integrations with Bright Pattern, a cloud-based multi-channel call center software; and Aspect Zipwire, a contact center app.

Aspect Workforce Management average rating:

Average score
1/5 (1 user reviews)
1/5

Overall Impression

1/5

Customer Support

1/5

Value for Money

1/5

Ease of Use

Write your own review of this product

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The most favorable review

Anonymous Reviewer

PROS: Aspect Workforce Management does the bare minimum I would expect for a HR management product. It provides staff rosters. No other features are used. I am only an end user so can only comment from that perspective.

CONS: The user interface is so hard to use that even the most technically minded people have to sit and follow links trying to decipher where they should go. The associated app is so full of bugs it barely functions, and there has been no action to fix those bugs in what looks like years of 1 star reviews.

Reviewed 2 years ago

Read full review >

The least favorable review

Anonymous Reviewer

PROS: Aspect Workforce Management does the bare minimum I would expect for a HR management product. It provides staff rosters. No other features are used. I am only an end user so can only comment from that perspective.

CONS: The user interface is so hard to use that even the most technically minded people have to sit and follow links trying to decipher where they should go. The associated app is so full of bugs it barely functions, and there has been no action to fix those bugs in what looks like years of 1 star reviews.

Reviewed 2 years ago

Read full review >

More reviews from 1 actual users:

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Nightmare

Read full review >
Anonymous Reviewer
1/5

Overall Impression

1/5

Customer Support

1/5

Value for Money

1/5

Ease of Use

Published on: 30.11.2017 Company Size: More than 100 Employees Industry: N/A

PROS: Aspect Workforce Management does the bare minimum I would expect for a HR management product. It provides staff rosters. No other features are used. I am only an end user so can only comment from that perspective.

CONS: The user interface is so hard to use that even the most technically minded people have to sit and follow links trying to decipher where they should go. The associated app is so full of bugs it barely functions, and there has been no action to fix those bugs in what looks like years of 1 star reviews.

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Reviewed By Nestor Gilbert
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