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Compare Aspect Workforce and ServiceNow Customer Service Management 
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At a Glance
Market Segments
Enterprise (63.1% of reviews)
Enterprise (60.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Aspect Workforce
Star Rating
(303)4.2 out of 5
Market Segments
Enterprise (63.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Aspect WorkforceServiceNow Customer Service Management
Star Rating
(237)4.4 out of 5
Market Segments
Enterprise (60.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementAspect Workforce vs ServiceNow Customer Service Management
When assessing the two solutions, reviewers found ServiceNow Customer Service Management easier to use, set up, and administer. Reviewers also preferred doing business with ServiceNow Customer Service Management overall.
- Reviewers felt that ServiceNow Customer Service Management meets the needs of their business better than Aspect Workforce.
- When comparing quality of ongoing product support, reviewers felt that ServiceNow Customer Service Management is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of ServiceNow Customer Service Management over Aspect Workforce.
Pricing
Entry-Level Pricing
Aspect Workforce
No pricing availableServiceNow Customer Service Management
No pricing availableFree Trial
Aspect Workforce
No trial information availableServiceNow Customer Service Management
Free Trial is available
Ratings
Meets Requirements
8.5
257
8.7
161
Ease of Use
7.9
259
8.4
178
Ease of Setup
7.2
165
7.9
117
Ease of Admin
7.5
153
8.4
78
Quality of Support
7.9
242
8.3
143
Has the product been a good partner in doing business?
8.4
149
8.5
80
Product Direction (% positive)
8.5
250
9.2
146
Features by Category
Ticket and Case Management
Not enough data
9.0
61
|
Verified
Not enough data
8.9
61
|
Verified
Not enough data
8.7
61
|
Verified
Not enough data
8.3
58
Not enough data
8.7
60
|
Verified
Not enough data
8.4
59
|
Verified
Not enough data
8.9
58
|
Verified
Not enough data
8.7
58
|
Verified
Generative AI
Not enough data
7.2
33
Not enough data
7.0
32
Agentic AI - Help Desk
Not enough data
7.3
22
Not enough data
7.3
22
Not enough data
7.3
22
Communication Channels
Not enough data
8.6
60
|
Verified
Not enough data
8.7
60
|
Verified
Not enough data
8.0
53
|
Verified
Not enough data
7.4
52
|
Verified
Not enough data
7.7
50
|
Verified
Platform
Not enough data
7.3
54
|
Verified
Not enough data
8.2
61
|
Verified
Not enough data
8.6
60
|
Verified
Not enough data
8.2
59
|
Verified
Not enough data
8.6
60
|
Verified
Not enough data
8.6
61
|
Verified
Workforce Management
8.9
49
|
Verified
8.1
25
8.2
46
|
Verified
8.2
25
9.0
49
|
Verified
8.1
24
8.9
47
|
Verified
8.0
23
7.6
38
|
Verified
7.8
21
Administration
8.0
48
|
Verified
8.5
25
8.0
48
|
Verified
8.7
26
8.0
47
|
Verified
8.3
26
8.0
48
|
Verified
8.1
23
8.6
49
|
Verified
8.0
23
Conversational Platform
Not enough data
8.6
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.6
6
Support Automation
Not enough data
8.3
6
Not enough data
9.2
6
Not enough data
7.5
6
Not enough data
7.2
6
Generative AI
Not enough data
8.3
5
Not enough data
8.3
5
Customer Support
Not enough data
7.9
13
Not enough data
7.1
12
Not enough data
8.2
13
Automation
Not enough data
8.7
13
Not enough data
8.3
13
Not enough data
8.3
13
Artificial Intelligence
Not enough data
8.5
13
Not enough data
8.2
12
Not enough data
8.1
12
Generative AI
Not enough data
8.5
10
Not enough data
8.3
9
Not enough data
8.5
9
Communication
Not enough data
8.3
24
|
Verified
Not enough data
8.9
23
|
Verified
Not enough data
8.5
24
Not enough data
8.4
23
Not enough data
8.2
23
Internal Use
Not enough data
8.2
61
|
Verified
Not enough data
8.6
23
|
Verified
Not enough data
8.3
21
Not enough data
8.9
24
Not enough data
8.5
24
|
Verified
Not enough data
8.5
24
|
Verified
Generative AI
Not enough data
6.9
21
Self-Service Experience
Not enough data
7.9
43
Not enough data
7.8
39
Not enough data
7.4
39
Not enough data
6.4
38
Not enough data
7.7
40
Self-Service Platform
Not enough data
8.0
42
Not enough data
8.0
41
Not enough data
7.6
39
Not enough data
8.0
41
Agentic AI - Customer Self-Service
Not enough data
6.6
15
Not enough data
7.0
15
Not enough data
7.2
15
Not enough data
7.1
15
Not enough data
7.3
15
Not enough data
7.2
15
Not enough data
7.1
15
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
6.9(won by default)
7
Not enough data
9.0(won by default)
7
Not enough data
7.3(won by default)
5
Channels
Not enough data
9.4(won by default)
6
Not enough data
7.7(won by default)
5
Not enough data
7.7(won by default)
5
Not enough data
7.3(won by default)
5
Not enough data
7.5(won by default)
6
Insight
Not enough data
7.2(won by default)
6
Not enough data
6.9(won by default)
6
Not enough data
7.8(won by default)
6
Not enough data
8.3(won by default)
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform
8.3
6
Not enough data
8.6
6
Not enough data
9.3
5
Not enough data
8.6
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.7
6
Not enough data
9.7
6
Not enough data
Workforce Management Platform Features
8.9
6
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
9.7
5
Not enough data
9.4
6
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
9.3
5
Not enough data
9.7
5
Not enough data
9.7
6
Not enough data
Categories
Categories
Shared Categories
Aspect Workforce and ServiceNow Customer Service Management are categorized as Contact Center Workforce
Unique Categories
Aspect Workforce is categorized as Workforce Management
ServiceNow Customer Service Management is categorized as Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Conversational Support
Reviews
Reviewers' Company Size
Aspect Workforce
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Financial Services
11.9%
Telecommunications
10.2%
Insurance
7.5%
Information Technology and Services
6.8%
Retail
6.1%
Other
57.3%
Information Technology and Services
35.8%
Telecommunications
5.8%
Computer Software
5.8%
Financial Services
4.4%
Hospital & Health Care
4.0%
Other
44.2%
Alternatives
Discussions
What factors affect the FTE calculation? How the shrinkage module impact that calculation ?
1 Comment
CC
The IDPs do not consider the shrinkage calculations that you input on eWFM, it only considers the segments that the agents have on their schedule. Read more
Where is the best place to retrive training docs?
1 Comment
SH
For training documentation or questions, please go to https://www.aspect.com/support. You can either chat/call our support team directly, or log in to the...Read more
What does aspect software do?
1 Comment
SL
Aspect/Alvaria is a workforce management software tool. This tool helps with forecasting call arrival patterns, scheduling workforce to optimize service...Read more
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