Alvaria Workforce Erfahrungen

Vorteile

The software is easy to use, and is very customizable. There is a lot of support when needed. I've used other products before and prefer this software over others because of the multifaceted capabilities of this program

Nachteile

I want to give cons for a much balanced review, however I find it difficult to find anything I dislike about the program. It is so customizable, that if I were to say I didn't prefer the colors, I can customize those too! When I switched over from other programs, Aspect Workforce Management program saved me so much time, and is very easy to use. Tons of time was saved in my workload.

Vorteile

The product as so many great features as the Forecasting piece is outstanding, creating schedules, managing intraday, manage shrinkage, and tracking performance.

Nachteile

I have used Aspect WFM for long time when I was with other companies they are the best.

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Vorteile

good for manual pattern tracking, fast schedule generation, great for simple break optimization if you IDPs have been keep up-to-date.

Nachteile

We have a ton of groups that need to be maintained. There are still lots of opportunities for increasing efficiency within the software. When I need to do something.. I need to do it for dozens or hundreds of groups.. for dozen's or hundreds of times. This is software... Help us eliminate some more of the tedious work.

Vorteile

The program is easy to use and flexible to customize in house and problem solve.

Nachteile

There are some items and limitations with the difference between the mobile workforce and the desktop version that are currently now starting to align but need to better align.

Also the processing power of processing thousands of requests seem to cause lots of latency and almost brings the tool to a hault.

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.

Vorteile

I think forecasting feature is my most liked feature in Aspect. It saves time and gives the opportunity to react business needs very quickly. Aspect Workforce Management is essential platform for all kind of businesses. In order to be successful in the market you need to make sales and of course for high sales you need many customers. In orders to gain many customers the key factor is customer satisfaction. Aspect Workforce Management helps businesses to reach high customer satisfaction with less effort. Aspect gains it with a lot of rich features and smart predictions.

Nachteile

What I dislike is speed problem on Aspect servers. It is not permanent problem but sometimes you can observe overloading and as a result response rate of running tasks slows down due to high volume of requests to server.

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.

Vorteile

ease of use for the product. the customer service for when we have issues is also great. love our tech team.

Nachteile

some of the new features get moved around during upgrades and aren't documented or provided in the documentation.

Vorteile

I love that I can see my breaks and meetings, and request time off- all from the same convenient place!

Nachteile

There is nothing bad I can think of. I would be miserable without Alvaria.

Vorteile

It is very comprehensive. I've used it for reporting and Realtime, scheduling, forecasting, IDP, and vendor management of our agents.

Nachteile

it is complicated to set up. The revert button is too close to the save button. It is difficult to get the data feeds from our BPO/Vendor partners.

Vorteile

I have been using one version of it or another for the past 25 years. I know it and can navigate around it and can optimize my use of it for most things I need.

Nachteile

Navigation could be improved. If I have to change something about my forecast run, I would like to NOT have to exit out back to some other area... I want to just lick or be able to open another window even if I am in the middle of creating a run. The latest version has issues with the ID Timeline navigating slowly and after several months there is no solution at hand. I would also like alternative ways to determine schedule optimization (e.g. for the trial schedule I have created - even if done manually, optimize the place of the shifts and breaks before I start assigning).

Vorteile

Very customizable for our crazy union/labor rules. I like that there are many ways to get to the same outcome. I learn something new every day with this product.
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Nachteile

Documentation is very poor. It takes a lot of hunting around to figure out issues.
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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.

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.

Vorteile

Software is easy to use and is very easy to set new forecast and staffing groups. You can easily set up new applications to have a breakdown of many groups within eWFM.

Nachteile

Would like to have an easier way to import schedules when building new sites within eWFM. Would like an easier way to import applications to create new forecast and staffing groups.

Vorteile

APM - quick metric views and ability to view different dimensions quickly. Also, like role based security allowing different users different viewing capability

Nachteile

APM - I am frustrated with the interface with workforce, specifically, the supervisor hierarchy does not have history.

Vorteile

I really enjoy that this softwar can automatically link with my services like my ACD. This enables me to be able to save time in my day to day management of my data. I also enjoy the ability to group the agents in the appropriate buckets.

Nachteile

There are several steps needed to setup one item in this software. You have to go to several places to get one thing configured.

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.

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.

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!

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

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.

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.

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.

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.