Nutzerbewertungen im Überblick
Über Alvaria Workforce
Alvaria Workforce (ehemals Aspect Workforce Management) ist eine leistungsstarke Kontaktcentersoftwarelösung, die Prognosen, Planung, Terminplanung, Mitarbeiterselfservice und Echtzeitmitarbeiterverfolgung bietet, um sicherzustell...
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- Branche: Krankenhausversorgung & Gesundheitswesen
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
It's a very solid product that is providing us great value and enhancing our business
Vorteile
It's automating and simplifying our daily/weekly/monthly processes. It allows everyone in our business to access data that is appropriate for them, from staff to managers to workforce to dept heads.
Nachteile
The configuration isn't intuitive and required us to get onsite support. Once we did that, it was awesome.
Antwort von Alvaria
Collin - thank you for taking the time to review Aspect Workforce Management and for the high marks! We are thrilled to hear that it's providing value for you, and that it's helping you to automate and simplfy your contact center processes. We also appreciate your feedback on configuration. We will forward your input on to our internal teams for review so that we can continue to improve our solutions. -The Aspect Team
- Branche: Fluggesellschaften/Luftfahrt
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
The logic makes sense, I wish the process for defining holiday factors and forecasting was...
Vorteile
I like that it provides a system of record for schedule management, measuring forecast accuracy, and exporting valuable data on our contact center.
Nachteile
I wish the forecasting wizard was more robust. Our industry is heavily influenced by weather and we have not been successful using the forecast wizard for the "art" portion of a forecast. We will soon be launching multi-channel and we have heard a lot of things about multi-channel performance not working very well for forecasting, Aspect is having a hard time pairing us with one of their Customers who is successfully using it in that way.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that the tool is helping you with schedule management and accessing valuable data in your contact center. We also appreciate your feedback on the forecasting specifically for weather changes as well as multi-channel. We will forward your input on to our internal teams and will circle back with a more detailed response. Feel free to reach out to me directly if you'd like me to put you in touch with one of our product or implementation experts. -Shelley Hofman, Aspect Software, [email protected]
- Branche: Versicherung
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Customer Service Opportunity
I am a strong believer in the product but again the current customer service set up needs attention. It has gotten better but having all of the agents in one room where I can here other people talking to other agents very difficult message being sent in that process.
Vorteile
When a person does not have a math degree this product works very well. I have enjoyed forecasting with the software. I would say these three things that I like most about the software: ease of use, ability to pull data to excel, and finally the ability to tell the story through data.
Nachteile
Customer service need attention and while the customized service option just create confusion when we also pay for training. We just need one person who can help us solve our problem.
Die besten Alternativen zu Alvaria Workforce
- Branche: Versicherung
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
The software
Vorteile
There is a lot you can do with the software. There is a lot you can do with creative scheduling. The tracking and reporting are great too. The WFO UI is easy to navigate.
Nachteile
Because you can do so much and it is so cusomizable, missing one step or checking the wrong box can cause problems. There are many useful canned reports, but more customizable reporting would be good.
Antwort von Alvaria
Thank you for your review of Aspect Workforce Management and your high rating! We are pleased to hear that you like the tracking, reporting and UI. And we appreciate your feedback on the customization. Your input is important to us and we'll make sure to forward this on to our internal teams for review.
-The Aspect Team
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I primarily use it to review forecast vs. actual and make staffing decisions such as opening...
functionality for the forecaster, planner, scheduler, operations and down to the call center employees
Vorteile
What I like about the software is that it is Customizable as departments change or organizational structure changes.
Nachteile
Seems like it could be simplified since it seems like it has an aged look and feel to it (core product).
Antwort von Alvaria
Joyce,
Thank you for reviewing Aspect Workforce Management and for the high marks! We are pleased to hear that the solution helps you to make informed staffing decisions and that you like the customization features. we also appreciate your constructive feedback. All of your input will be forwarded to our internal teams for review.
-The Aspect Team
- Branche: Gastgewerbe
- Unternehmensgröße: 51-200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Gets the job done, but it's not user friendly.
We were looking for schedule optimization for our contact center and purchased Aspect. Not sure I would make the same investment today as there are newer, better options available.
Vorteile
Pretty powerful; especially forecasting tools.
Nachteile
How cumbersome it is to update all staff, queues, etc. The UI looks like it was built in 1995. It's very expensive for what has to be a (still) powerful, but antique, application.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. It sounds like you are on an older version of the solution. We've had a highly simplified, web-based UI for a few years now. You can see what's new at https://www.aspect.com/solutions/workforce-optimization. Scroll down to the Aspect in Action section. The videos give a good feel for the newer interface. Your Account Manager can get a demo set up for you, or feel free to contact me directly and I can put you in touch with your account team. Thanks, Shelley Hofman | Aspect Software | [email protected]
- Branche: Immobilien
- Unternehmensgröße: 5.001-10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Keep your workforce organized
Vorteile
The ability to set everything up from a scratch is great, you're able to set the FTEs at ease with its included calculator and have the team request what days they'll like to have off and so on.
One of the better tools is you're able to run a simulation of the schedules for certain amount of weeks without making it official and it'll help you understand everything better and show it to upper management.
Nachteile
Creating everything from a scratch can be confusing if you don't know what you're doing but at the end it's worth it.
- Branche: Outsourcing/Offshoring
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great system. Helps us accomplish WFM tasks quickly & easily.
Vorteile
Flexibility in scenarios. Simple real Time management options. Data is easily exported for dynamic reporting locall.
Nachteile
Complexity of multi channel forecasting/scheduling. Can't add custom formulas to IDPs that use data that is already existing in the database.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management and for the high marks! We are pleased to hear that you are happy with the solution, and also appreciate your feedback on the complexity of multi-channel. We will forward all of your input on to our internal teams for review so we can continue to improve our solutions. -The Aspect Team
- Branche: Outsourcing/Offshoring
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Scheduling made easy
Like the software, and looking forward to use it at it’s full potential
Vorteile
Forecasting and real time views to control our staffing
Nachteile
Delay I’m accessing part of the processes When having over 15,000 profiles. Need more dynamic resources
Antwort von Alvaria
?Thank you for your feedback on Aspect Workforce Management and the high rating. The software should be able to handle more than 15,000 profiles without a delay. You can open a support ticket to have our team investigate this issue at https://aspect.force.com/CustomerCenter or call +1-800-999-4455.? -The Aspect Team
- Branche: Telekommunikation
- Unternehmensgröße: 5.001-10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Aspect - Workplace Workhorse
I find that it does an excellent job as an end user or an administrator.
Vorteile
I love Aspect for managing employees. I've worked the production desk at a call center, and no software does the job of managing those schedules as well as Aspect.
Nachteile
It can be clunky and hard to use. The language doesn't always makes sense, and it seems like there is a lot of extra steps for the end user.
- Branche: Telekommunikation
- Unternehmensgröße: 5.001-10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Aspect is King of the Ring!
Rocky at times, but as of the recent change in ownership, we have only had good experiences and interactions.
Vorteile
Love the new Multi-Channel features that were rolled out with version 18. The flexibility available within the product allows for out of the box thinking, and features that are able to solve for challenges that are unique to an organization. User administration and system automation are key functions that are of great use.
Nachteile
Ease of use in terms of WFO. Some of the layouts are not as simple and intuitive as they could be, especially when it comes to the agent dashboards. Creating a better experience for the agents would really assist in the adoption of WFO's use from an agent perspective.
- Branche: Rundfunk
- Unternehmensgröße: 1.001-5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Product is easy to use, however support and "help" is not very reliable.
Vorteile
The product is easy of use and customer friendly. We were recently upgraded to 8.1 and the change was seamless. Training support came onsite to walk us through post upgrade. The support person was very helpful
Nachteile
When we do have questions, we have trouble finding answers via the help function or if we have to call the help desk, they often don't have the answers or take long to find the answers for us. The ASUGA is more helpful with that respect
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
Added note: Did you know that our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities? It may be a great resource for you and your team.
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I did not realize how much my company is lacking with the software until attending the...
Vorteile
I like the workforce real time tracking that his available. It is very useful when tracking attendance. It gives a clear picture that help eliminate the debate with associate dispute because the software is very accurate and precise. I also like the scheduling piece especially when updating multiple agents at once. For the most part the system is very user friendly.
Nachteile
What I least like about the system may not be an aspect issue but trying to get clear concise instruction on how to set up to insure that the intra day data that is being used is correct.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Telekommunikation
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great Scheduling Software!
The biggest pro to any Aspect software is their dedicated customer support who are always helpful, polite and more often than not go above and beyond. Anytime I've called with a question, even more difficult ones, the support were able to help and always took the time to explain things.
Vorteile
The integration of forecasting and real time data into one software that allows me to schedule 100s of employees ensuring we are meeting our client requirements.
Nachteile
Although contacting customer support always results in a positive experience, the help files themselves in the program do nothing more than describe sections of the software without explaining how they could be used practically.
Antwort von Alvaria
Thank you for the detailed review of Aspect Workforce Management! We appreciate your feedback and will forward it on internally. -The Aspect Team
- Branche: Einzelhandel
- Unternehmensgröße: 501-1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I've used for years and there are ups and downs. Staffing and scheduling is great but...
Unified IP lets us collect all of our contacts in one spot. Real time dashboards also help our agents aware of their performance as well as the company performance in real time views.
Vorteile
Staffing and scheduling and that we have this integrated throughout. The fact that we can run all our contacts through the system is a great feature
Nachteile
Forecasting is outdated. It's not as accurate as it used to be and the Erlang C model is the way of the past. Alternative forecasting models would be better
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate both your positive and constructive feedback. Your comments have been forwarded on to our internal teams so that we can continually improve our solutions and how we serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Versicherung
- Unternehmensgröße: 1.001-5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great product and great relationship with Aspect!
Capacity management, schedule management and reporting/tracking. This tool helps us to run our operation and to manage employee time with ease.
Vorteile
Schedule management, forecasting and tracking. My team is able to administer the tool easily after training and easily train end users as well. The benefits of the tool are outstanding for capacity planning!
Nachteile
Would like to see more out of the box reporting or ability to create additional reporting easily within the tool
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear such good feedback from Athene. We have forwarded all of your comments on to our internal teams so that we can continually improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Bankwesen
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Useful, efficient
Vorteile
Lots of options, fairly easy navigation. WFM features being added make forecasting and scheduling more effective. I like the improved optimizer options for meetings, breaks, and project time off.
Nachteile
Employee user and Regular user interface. Too complicated. Not the same screens as Empower. Users are not able to navigate between viewing schedules in WFO and adding exceptions. No memorization with the movement of columns and filters.
Antwort von Alvaria
Oonagh,
Thank you for your review of Aspect Workforce Management. We are pleased to hear that you find the solution useful and efficient, and also appreciate your feedback on the user interface. Your input will be forwarded on to our internal teams to review so that we can continue to improve our solutions.
-The Aspect Team
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Overall great support in the upgrade process to continue our business with WFM
Vorteile
The new meeting opts tool to quickly schedule agents and meetings. The being able to use the cross reference feature is cool. Once you set something up its like a web try to figure out use a forecast of routing set is use etc...
Nachteile
Being able to forecast data with having a 5 year gap. Also the WFO piece is looking more web base and it very hard to use. The not having a arrow to flow in the software not very user friendly.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management and for the high marks! We are happy to hear that you can quickly schedule agents, and appreciate your constructive feedback on ease of use as well. Your input will be forwarded to our internal teams so we can continue to improve our solutions. -The Aspect Team
- Branche: Freizeit, Reisen & Tourismus
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
WFM has been essential for managing our call center but we have had a few bumps with non-call...
Vorteile
Really powerful in creating forecasts for volume, ATT, shrinkage, and schedules for our various phone teams.
Nachteile
Feels like it is software in the past, yester-year. We are in 2017 and need to have the power of the call forecasting, schedule, time-off management, etc. for the numerous ways our Customers contact us. Along with bringing that level of flexibility to our employees.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams.
It sounds like you may be upgrading later this year which will provide you with the latest features and functionality, plus a modern user interface.
Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
My experience has been positive with the WFM product and Aspect Professional Services.
Automation and self service.
Vorteile
All the offerings in functions and features. I am really liking the Back Office and Multi-Channel features. The ability to have single and multi-skill. We can do so much!
Nachteile
When WFO had the last release to 8.1 not all features and screens remained. Then with 8.2 it still didn't come back. We want it back!
Antwort von Alvaria
Tina - thank you for taking the time to review Aspect Workforce Management and the high rating! We are so pleased to hear that you like the back office, multi-channel and multi-skill features. We also appreciate your feedback on the features needed in the latest version. Your input will be forwarded to our internal teams so we can continue to improve the solution and hopefully get you the features you need. -The Aspect Team
- Branche: Telekommunikation
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Have used TCS / eWFM since 1997. Typically the best WFM product for all features, functionalit...
years of usage
Vorteile
With all the years of use and upgrades that I have gone through, the software tends to be meet and sometimes exceed the overall needs of the customer
Nachteile
Needs to be quicker to market for new technologies so that its user base can adapt as quickly as its internal customers
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We love hearing from long-time customers like you and are happy that you think it's the best WFM product for all the features and functionality. We also appreciate the constructive feedback, and have forwarded all of your comments on to our internal teams so we can continue to improve development of the product. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Bankwesen
- Unternehmensgröße: 201-500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I consistently use WFM and Unified IP
Call routing and overall scheduling\forecasting
Vorteile
I do believe that the call forecasting tools are extremely beneficial to the call center environment.
Nachteile
I believe that some of the formulas could be a little more easily customizable. I wish there was a capability to design a call queue with a queue for schedule purposes.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that the forecasting tools are extremely beneficial to your call center, and \we appreciate your constructive feedback as well. Your comments have been forwarded on to our internal teams so that we can continually improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Overall, I am very satisfied with the product and have recommended it to several other...
Vorteile
The flexibility to work with many business models even within the same organization. It is an analyst's product, not a point and clicker.
Nachteile
Not specifically intuitive, especially for anyone who has never actual had a usable WFM product. There are several areas menu items you may see, but not all the available parameters apply, in particular within forecasting. Several legacy items still show in the menu options that are no longer valid.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Overall a very good experience
Vorteile
The ability to maneuver between functions is very easy. Also from a training standpoint, it is one of the easiest systems to train new users on.
Nachteile
Reporting options could have more flexibility. Like to have more updaters. Having multiple processes hitting one updater can be an issue.
Antwort von Alvaria
Robert - thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that you've had an overall good experience with the product, and that it is one of the easiest systems to train new users on. We also appreciate your feedback on reporting and updates. We'll forward all of your feedback on to our internal teams to review so we can continue to improve our solutions. -The Aspect Team
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I find value in the eWorkforce Management for most facets of my support within our locations.
The software is moving in a growing direction that supports many facets of our environment.
Vorteile
I like that the software allows you to configure it to your business needs. I like that ability to save views. This allows for timesaving daily navigation.
Nachteile
I would like to see a more dynamic view for permission groups. Potentially a way to view reporting to determine where checkmarks may have been missed when granting permissions to users.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
