Aspect Workforce

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 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

Aspect Workforce is a very intuitive and user-friendly tool. I really came to rely upon it's robust scheduling abilities allowing me to do group edits of agent's schedules. This really helps make quick work of making sure we have people where we need them, when they're needed.

I also really came to appreciate the real-time analytics and report generation features of Alvaria Workforce. It really helped us make timely decisions based on actual real-time performance, which helped improve productivity and performance.

Nachteile

While Aspect Workforce is a very powerful tool for Real-Time Analysts and Workforce Schedulers, there leaves to me a little bit desired with regards to its forecasting capabilities with regards to multiple skills and multiple sites. So far, forecasting has to be done per skill and per site individually.

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.

Vorteile

Easy ability to update and adjust schedule blocks

Nachteile

I haven't run into any issues that would cause me to say there is something i like least.

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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Warum Aspect Workforce gewählt wurde

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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

I like the user experience and the intraday staffing capabilities. It does a great job of allowing users easy access to view balances, request days off, and request schedule changes.

Nachteile

There should be more customization built in, such as allowing agents to flex shifts based on call volume.

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

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.

Vorteile

It's a nice way to keep everything organized in one place

Nachteile

Don't care for the orange and grey theme

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.

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.

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.

Vorteile

easy to understand how to use and how to configure.
the graphics are friendly and the color options have all the necessary.

Nachteile

The integration with the data base need a good understanding of the application and the resources than will be using to avoid configuration issues.

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

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.

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.

Vorteile

Alvaria Workforce is a great tool that has made scheduling, forecasting and employee management a breeze. The tool is easy to use and to train on.

Nachteile

I don't like that PTO balances can't be integrated with ADP.

Vorteile

The scheduling module, RTA and Empower work really well for our organization. These are the best I have seen out there.

Nachteile

The schedule creation functionality is very difficult to utilize and the forecasting functionality also is not easy to use. Verints forecasting functionality is a lot easier to use.

Vorteile

For the agents, it is a great system to track their schedule and with notification manager, we can let them know right away if we change their schedule due to business needs.

Nachteile

Some of the auto run parameters. I would like the ability to start multiple auto runs (10-12) at a time and let them run. I would also like to choose a tracking date for auto runs. They run on current date and if they fail or are delayed, it will default to the next day so now you have to manually export the report.

Vorteile

A mobile app, Robust intraday performance analysis & reporting

Nachteile

I don't have any except the cost and support. it is an expensive solution.

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

HR Uses this tool to handle attendance, there is too many codes, example: SICK, LATE, DLYD (Delay), OFFS (Offsite, when you work out of the office or Working from home), you can manage your vacations (Like user) there is special codes for working in holidays or sundays.

Nachteile

We didn't get a class showing the use of this tool, try and error.

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

i like we are able to see how many hrs are open to take

Nachteile

its not easy to use , i feel its too many steps and not easy to read

Vorteile

I love how organized it is to be able to show you everything about schedule.

Nachteile

The only thing I do not like is you can not submit when you want days off.

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

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.

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.

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

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).

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.

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.

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.

Vorteile

I love the ease of use. Out of the box the software is easy to understand and pretty straight forward.

Nachteile

The software does have some round about ways and unnecessary clicks that could be removed but overall it is an enjoyable application.

Vorteile

I like the scheduling. And I like the IDP's and that I can build multiple IDP scenarios. I also like that I can configure the superstates. And I like that I can create multiple schedule scenarios.

Nachteile

querying the database. It is really hard to query the database. It would be helpful if there was online training or some kind of training or a class or an online class. Or even if someone from Aspect could come in a help.

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

Ease of management. A call center of 100+ can be managed by one dedicated person, and configuring supervisor/management access is extremely easy. The updated web portal (Workforce Optimization) is organized and sharp, with more features in the pipeline

Nachteile

There is a LOT here. Without attention to detail and either good notes or memory, it's entirely possible to miss one item that has larger repercussions. Good news is that it's never too late to fix errors, and the support team I've worked with has been amazing about answering any question I have.

Vorteile

Best WFM Software on the market. Beats other products hands down in forecasting, scheduling, reporting and employee engagement. Best support of any WFM platform I have seen. Truly engaged with the customers.

Nachteile

Aspect/Alvaria needs to be a better job and being pro-active in training and teaching it's users how to get the most from their products. They have made some improvement in this space recently but still have some hills to climb.

Vorteile

I like it's simplicity. The ease of setting up access for agents, editing schedules, and even forecasting.

Nachteile

Sometimes can be slow. Aspect hosts our database and it seems to lock up sometimes, especially when running queries.

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

Works well, all in one solution for workforce management. Allows us to forecast, schedule and optimize our workforce intraday and gives us reporting necessary to coach and improve our workforce.

Nachteile

permissions are clunky, it's a little difficult to get setup and going. You will most likely need a dedicated FTE just to manage permissions and cleanup

Vorteile

The software allows to edit segments of time in an easy way. The various segments allow for imputing time for overtime, projects, and many other features

Nachteile

Sometimes the time it takes to have the system updated to reflect changes is just too long.

Vorteile

Very like it, I use it for many years, I miss this dialer, and all the functionallity . Very good platform

Nachteile

Nothing to said very comfortable with everything

Vorteile

Shows my daily schedule broken up into blocks

Nachteile

Everything else, it lags when loading anything at all and has to be signed in to every 5 min. Updates aren’t auto either

Vorteile

The application is flexible to customize in your house or view any information about the request. You can access to RTA. Best software for schedule management.

Nachteile

The aplication sometimes has slow performance also this aplication has a problem, Automatic log outs

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

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.

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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