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
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
The overall experience with the tool has been positive allowing us to support a virtual...
Configurable, robust, and integrated tool with Performance Management and Quality Management. Forecasting and real time management of agents.
Vorteile
The system if very configurable and you are able to run rules against the business specific needs by various teams or work groups. System is robust from the backend of the tool. The system is very stable and runs with out issue on the WFM product. Being configurable adds to the complexity of the system, so this inherently lowers the ease of use of the product as rules have various touch points.
Nachteile
The architecture is older, reporting capabilities need upgrading. The ability to support a multichannel environment and run the scheduling of agents around the specific real time rules is in need of work and capabilities. Would like to see additional roles available to allow access to different parts of the system instead of being held to 3 basic categories. Integrations and support of the various products are often supported by different groups and cross knowledge when needing support of the tools can be a challenge.
Antwort von Alvaria
Thanks Stefanie for the positive and constructive feedback. We look forward to continuing to work with your team to implement WFM multi-channel functionality and our newest versions of Performance and Quality Management capabilities. -The Aspect Team
- Branche: Outsourcing/Offshoring
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Aspect review
Aspect is horrible. We switched from on premise to hosted and then were told we needed to update our WFM but of course that came with a price. I would not recommend Aspect to anyone.
Vorteile
There is nothing positive to say. We have struggled with the system especially since we transitioned to hosted solution.
Nachteile
It does not give us everything we need. We have APM and have never been able to use it because the numbers have always been wrong.
Antwort von Alvaria
We are sorry that you have had such a bad experience with Aspect. We would like to make it right and have you talk to one of our product managers. I've provided my contact details so that I can connect you with the right folks at Aspect that can help get things back on track. Thank you for your honest feedback. We really appreciate it. -Shelley Hofman, Marketing Operations, Aspect Software, [email protected]
Die besten Alternativen zu Alvaria Workforce
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Overall Aspect WFM provides a great way to add value and helps us achieve many if not all our...
Vorteile
The thing I like most about the software is that you can pretty much do anything you want with data to find any root cause or reporting issues. Also I enjoy the user interface and that Aspect tries to find ways to make things easier for the user. Overall the company I work with is built off of having good data and that is what I value most from Aspect. Finally I find Aspect's customer (associate) obsession to be far in superior to many other WFM clients. They try to make things not only better for reporting but also on the end user of the product (customer associate representative). They find ways to improve visibility, use, and functionality to this part of the WFM users.
Nachteile
The thing I like least about the software is having the flexibility to make any adjustments onsite or having not strong enough support to support the company I work for. Although Aspect has a great interface I'd like to see them expand on their customer support and ways for users to learn. Although the forums and online trainings are helpful I'd like to see more ways for the users to gain more knowledge in the different tools and communication channels that Aspect has.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I'm a longtime user and find the system easy to understand and use the more time goes by.
Vorteile
I find most of the Workforce Management features intuitive and easy to navigate. I rely on the Help file to refresh my memory on certain definitions or functions, and most of the time it is very helpful and beneficial and gives clear explanations. There are a handful of areas that are lacking in clear definition, but they are not commonly used so it's not a huge issue. The onsite support and training from Aspect consultants is extremely helpful, as every consultant is easily able to understand our struggles and business practices.
Nachteile
Not directly about the software, but my company has experienced some customer service woes when issues or concerns are reported to Aspect, in terms of the speed of response and sense of urgency to resolve. Our concerns have been voiced loudly enough though that the concerns are being addressed and mitigated now, so I am optimistic about the future.
Antwort von Alvaria
Shannon - thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed positive and constructive feedback and will make sure to forward it on to our internal teams so we can continue to improve how we serve customers. Thanks again! -The Aspect Team
- Branche: Gastgewerbe
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Alvaria WFM Review
Vorteile
Alvaria WFM is very easy to use. A majority of the modules are intuitive and make scheduling and forecasting a breeze.
Nachteile
One things that I have often wanted within the tool is the ability to use conditional logic to perform request management for our end users.
- Branche: Einzelhandel
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Best Workforce System
Vorteile
I like the ease of use from the administrator to the end user.
Nachteile
We are on the cloud and there is a limit to get access to the tables.
- 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: 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: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Aspect IS the Best WFM Product
I have used the product for about 20+ years when it was TCS and it always had the best features and function for the IDP and time off tracking. Currently love the datacenter functions
Vorteile
I enjoy the IDP and the time off request tracking with hours
Nachteile
I wish there were easier ways to use the software in union environments.
- Branche: Verbraucherdienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
The Classic Phone Center Software
Great solution for forecasting and scheduling traditional inbound phone operations
Vorteile
Nice suite of tools for Forecasting and Scheduling for the contact center. Options to forecast long term and short. Precise intraday staffing looks. Scheduling tools to manage long range base position and request management.
Nachteile
Limited support for non-phone forecasting and staffing. Difficult to care for the scheduling needs in a global 'Gig' economy
Antwort von Alvaria
Travis, thank you for taking the time to review Aspect WFM. I have great news to share with you. We actually roiled our multi- channel/ non-voice scheduling and forecast in Aspect WFM as part of our 2016 release, and have been enhancing those features in every release. We are also adding brand new functionality to help manage the gig work in a more effective way. We look forward to your company upgrading to our most recently release so you can take advantage of these improvements. Thanks again for your review and your business! - Chrissy Cowell, Director, Workforce Optimization, Product Management
- Branche: Telekommunikation
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Reliable and works well
We gain productivity from holding our Associates to compliance. Team of workforce managers that take on the scheduling responsibility instead of our team leads doing it.
Vorteile
There are lots of features with the Aspect Software and you keep adding new functionality. Always a positive experience when calling in for assistance.
Nachteile
The Learning curve for new associates is long. Would appreciate some refresher training for more tenured associates.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management and the high rating! We appreciate your positive and constructive feedback, and we have forwarded your comments on to our internal teams so we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
Added note: our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities. If you haven't tried it yet, check it out!
- Branche: Sicherheit & Untersuchungen
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Workforce Senior Analyst- 5 years
Vorteile
I like the ease on forecasting and updating patterns. With our old workforce software I had to use spreadsheets to create my forecast and then input that into the program. With Aspect I have confidence that the forecast will be accurate with the actual data that is coming in.
Nachteile
The Empower system is not user friendly. We are in the process of migrating to a new Aspect version and with that we will be going into WFO. I have seen demos on it and know that we will have more agent use and less frustration.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your positive and constructive feedback, and have forwarded your comments on to our internal teams so we can continue to improve how we serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Fluggesellschaften/Luftfahrt
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
WFM/WFO meets the needs of our organization
Great resource management against current and future demand.
Vorteile
The software handles the needs of our Users against the demands of our business. In a collective bargaining environment the tool has flexed to allow us to manage our Agents schedules against the needs of our call centers.
Nachteile
In the latest ugrade, we feel that the shift preferences that are used for bidding is not as useful has the previous version.
Antwort von Alvaria
Jeff - thank you for taking the time to review Aspect Workforce Management. We are glad to hear that the solution has helped you to manage your agent schedules against the needs of your call center. We also appreciate the feedback on the latest shift bidding features. Your input will be forwarded on to our internal teams for review so that we can continue to improve our solutions and how we serve customers. -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
I have enjoyed using Workforce Management and it is the only tool I have ever used.
It is better than using Excel which I started with.
Vorteile
I like that it allows me to locate items easily with the retrieve segment option. I use this constantly in any way that I can think of to find data. I often will retrieve multiple segments and then filter the list of employees down so I can find which ones are missing a segment code for example.
Nachteile
I like least the feature that is missing... I could really use a feature to schedule coaching sessions bi-weekly and monthly meetings on say the third Thursday of each month.
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: Versicherung
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
This software meets most of our WFM needs. Some limitations accom. union rules for scheduling.
Forecasting and scheduling efficiencies and automation. Scheduling notifications and automated reporting using autoruns save a lot of time.
Vorteile
WFO interface! The ability to increase self-service scheduling and customized reporting for our users.
Nachteile
Inflexibility with scheduling rules. We have complex union rules around agent rotation and seniority. We need to rotate scheduling requests by agent, not by schedule (e.g. we can't use the roster function)
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that you love the interface are able to increase self-service scheduling. We appreciate your constructive feedback as well, 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: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I have only used Aspect in my entire WFM career. However, it is very intuitive and very easy...
Being able to provide my customers with the demand and schedules they need in order for them to be successful.
Vorteile
It's ease of use. I have used WFM over 15 years and have been able to figure out the functionality of each module within the software.
Nachteile
It is not as adaptable to my needs as I would like it. Some of the things that I wish I could do more effectively is to be able to use week of month factors which has been greatly needed as of late. We have used the cycle cuts as a workaround.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback (especially from a long time customer like you!) 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: Einzelhandel
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Excellent Product. Takes some time to learn, but once you understand how it works it is GREAT!
It makes an impossible job possible. Best in the business support, and a great training environment.
Vorteile
Feature rich product, has all the bells and whistles you would expect. Agent UI is the best in the business on the new 8.0 versions and above.
Nachteile
Takes some experience to learn how to use the product. You can't just flip a switch to get it to do what you want. But once it is configured correctly it is a powerful ally.
Antwort von Alvaria
Thank you so much for taking the time to review Aspect Workforce Management. We are thrilled to hear that it "makes the impossible job possible" and that you gave it such high marks! We appreciate your feedback and have forwarded all of your comments on to our internal teams for review. 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
We recently upgraded to Aspect Workforce Management 8.2 SP 2 and have had problems clearing...
The system is more robust and nimble. It has allowed us to find new options in scheduling in our call centers.
Vorteile
Ease of use for end users is is top notch. Frontline supervisors and Agents have more capability than previous builds.
Nachteile
New training is required as the new system has "features" nor previously available. This has required multiple calls to Aspect to resolve as the training provided on their website does not match the live version.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We are glad to hear that it's easy to use and more nimble. Regarding your problems with clearing data and with training, we have passed this information on to our support team and they will be reaching out shortly to see if they can help. -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
Have utilized WFM since it was TCS, almost 20 years of use.
Overall a very attractive and competitive offering that is unfortunately pricing itself out of contention for users and potential users.
Vorteile
Ease of use in setting up architecture.
Flexibility in setup and architecture.
Current functionality around time off and schedule automation.
Nachteile
Steeply increasing cost that does not match rate of innovation and enhancement with product.
Decreasing level of support and engagement from Aspect account management.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate both your positive and constructive feedback, and have forwarded your comments on to our internal teams so we can continue to improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Fluggesellschaften/Luftfahrt
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I use WFM for contact center scheduling
We were able to stop outsourcing our workforce management system and own it in house.
Vorteile
I enjoy the Employee Datacenter as well as break optimization. It creates a smooth easy way to create good clean schedules.
Nachteile
It can have somewhat of a steep learning curve for our users, and for a large scale environment certain shared rules can create difficulties.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We are so happy that the solution has enabled you to bring your workforce management in-house and that it's easy to use. We appreciate your positive and constructive feedback, and have forwarded your comments on to our internal teams for review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Gastgewerbe
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
WFM is a good product, the WFO suite is great for our agents
The software has help with efficiencies and has enable agent empowerment.
Vorteile
The agent dashboard is great! Agent experience is very nice, they enjoy the ability to see their schedules and flexibility to change their breaks.
Nachteile
We are on version 8.0 and supervisors and admins don't have access to the dashboard but are expected to support agents. We are looking forward to upgrading to a newer version to enable shift trades through WFO.
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 AccorHotels, and we¿re so happy that you like the dashboards! We value having you as a customer and hope your upgrade goes smoothly. -The Aspect Team
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
User friendly and intuitive product.
Vorteile
I like how easy it is to use. Most things are self explanatory, or the help button is a simple click away if needed. Most components flow together seamlessly.
Nachteile
MOST components are self explanatory and easy to use. Others have very vague descriptions, meanings, and the Help button does not provide specific detail.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We are so happy that you find the product user friendly and intuitive! We appreciate your feedback and we have forwarded both your positive and constructive feedback on to our internal teams so we can continually improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Einzelhandel
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Features and functionality work well for their intended purposes
Vorteile
The versatility of the systems configuration allows us to modify the system to better suite our needs. Our business is ever changing and having an adaptive system is a must.
Nachteile
The modeling used in forecasting limits Omni channel associate forecasting and many of the eWFM tools are not intuitive and the placement of interacting components can be convoluted.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your positive and constructive feedback, and have forwarded your comments on to our internal teams so we can continue to improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
- Branche: Computer-Software
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
overall good
Vorteile
features easy to adapt.
Easy administration.
easy upgrades
reporting tool capabilities
easily integrated with Genesys
Nachteile
additional features needed
Less Frequent upgrades
Expensive premium maintenance
additional reporting capabilities
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. We appreciate your positive and constructive feedback, and have forwarded your comments on to our internal teams for review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team
Added note: We're adding new WFM features regularly, as well as SaaS deployment models that ease the upgrade process. Your Account team can help provide you with information on this.
