Aspect Workforce Management Reviews & Product Details

Service Associate
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Ease of use, real time display for hours availability and need Review collected by and hosted on G2.com.

What do you dislike?

the product intraday staffing could be easier to read. Like, different verbiage or separate the tabs for available time off or available additional time instead of having them on the same screen Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

real time display is crucial, understanding business need and call volume for the day Review collected by and hosted on G2.com.

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Response from Shelley Hofman of Aspect

Jennifer, thank you for the review of Aspect Workforce Management and for the 5-star rating! We are so glad you find it easy to use and appreciate your feedback on the different tabs. We will forward all of your feedback to our product teams to review so we can continually improve our solutions.

Shelley Hofman | Marketing Operations | Aspect Software | shelley.hofman@aspect.com

Aspect Workforce Management Overview

What is Aspect Workforce Management?

Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience. Agents can also manage their scheduling needs, including sequential shift bids and schedule trades, through a consistent user interface on both desktop and the Aspect Workforce Mobile app.

Aspect Workforce Management Details
Product Description

Aspect Workforce Management accurately forecasts call volumes, flexibly schedules agents at specific times and tracks agent adherence in real-time. Modern graphical UI makes it easy to use for agents, supervisors and WFM staff. Agents can remotely access their schedule with mobile notifications and smartphone app. Admins can run powerful "what-if" scenarios and get alerts when performance is out of tolerance. Deploy on-premise, hosted or cloud.

How do you position yourself against your competitors?

With Aspect Workforce Management software, large contact centers can:
-Accurately forecast call volumes to ensure appropriately skilled agents are staffed at the right times to accommodate customer interactions, without overstaffing
-Obtain a clear view of key metrics and perform essential tasks through a simplified, highly visual web interface designed to increase productivity
-Flexibly schedule agents at specific times and track real-time agent adherence to scheduled hours
-Conduct unlimited "what-if" scenarios to see the impact of variations in staff availability and contact volumes
-Test multiple demand and staffing models and plan for unexpected events before a schedule is finalized
-Use intra-day tracking to compare actual vs. forecasted contact and staffing statistics for both inbound and outbound resources in 15-minute intervals. Receive alerts when schedule adherence is out of tolerance.
-Empower agents to take greater control of schedule requests with desktop and mobile self-service options including schedule trades, sequential shift bidding, time-off balance checking and requests, and more


Seller Details
Seller
Aspect Software, Inc.
Company Website
Year Founded
1973
HQ Location
Westford, MA
Twitter
@AspectSoftware
12,756 Twitter followers
LinkedIn® Page
www.linkedin.com
1,602 employees on LinkedIn®
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Aspect Workforce Management Screenshots

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Aspect Workforce Management Reviews

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Workforce Planning Consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I have used many different versions of this software, from v4.4 & up to v20.

Each upgrade has brought something new & beneficial.

Most recently I would say that the Employee Datacentre has been the best addition.

I would recommend taking the time to learn all the functionalities & then decide what you need to run your business & then come an expert in them. Review collected by and hosted on G2.com.

What do you dislike?

Over the years I have started to understand the language of Aspect, to the point I'd like to add it on my CV as an additional language skill.

Once you get your head into that space, things start to make sense.

The forecasting functionality could be improved, as I believe a lot of customers will create these externally & then upload them. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Speak to existing users, they are better than the sales reps & should supply you with an honest review.

Once you go Aspect, you wont want to go anywhere else. Those who did, often go back. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I have transitioned holiday & overtime booking into WFO. This removed the reliance of a separate solution. The previous "interface" was a manual data extraction & rekeying which was prone to error & delay.

Having all the planning processes in the same application has delivered straight through processing & immediate updating.

With the current "working from home" situation, Advisors are also able to see their shifts/breaks remotely. Previously they were reliant on printed out timsheets. Review collected by and hosted on G2.com.

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wfm administrator
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Has all the features you need to run a complex contact center environment. Forecasting, Scheduling and Real Time Management all in one tool. Review collected by and hosted on G2.com.

What do you dislike?

Can take a while to learn how to use it. I highly recommend that your company purchase the subscription training support. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Get trained. Take the time to learn from experts on how to use the tool. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Staffing, forecasting, real time agent management. A one stop shop to optimize your contact center. Aspect is by far the best out there for doing this. Their forecast model is extremely powerful, and yes it does take some time to learn how to use it but once you do....well the sky is the limit. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Ease of usage and design, Its easy to explore as all tabs are very systematic. Review collected by and hosted on G2.com.

What do you dislike?

Sometime interactions are difficult, for example you cannot see real time changes in SL with changing attributes every time you need to run the report with modified assumptions. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Its a complete solution, Be it Generating monthly forecast or breaking them on intraday pattern , requiring schedule or offering OT , it ease up all your hassles and that becomes further easy by specific reporting options. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Aspect Workforce Management is the Best in Class Workforce Management System. It has a powerful forecasting and Scheduling System. Review collected by and hosted on G2.com.

What do you dislike?

Takes a little while to learn how to set up and use. But once you master the product you can do amazing things. Could use an upgrade on some of the forecasting options which would make it much easier to run multiple scenarios. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do your research. I would only recommend for operations of at least 150 FTE or more. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Takes a while to learn how to use it. It doesn't come out of the box ready to use. However Aspect offers top notch professional services who can be there to guide and assist. Using Aspect we have been able to identify gaps in our BPO network performance. That has saved us a lot of money. Review collected by and hosted on G2.com.

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Response from Amy Cornelius of Aspect

James -

Thank you for taking the time to provide a review on Aspect Workforce Management, and for your feedback that Aspect is the Best in Class Workforce Management System. I will share your thoughts on the upgrade to the forecasting options with our Product Management Team, so that we can continue to improve our products and how we serve you. Again, thank you for the stellar review!

Amy Cornelius | Sr. Digital Marketing Manager | Aspect Software | amy.cornelius@aspect.com

Licensed Substitute Teacher
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like the initial interface that shows me my day’s schedule and break times. Also, if any meetings or additional segments are included by a manager, those show as well. Review collected by and hosted on G2.com.

What do you dislike?

A main drawback for me is when I need to submit time off or a schedule adjustment, the process for that is not straightforward. If I did not know how to use the system I would have to do some digging to find the location to do this. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The problem of scheduling thousands of WFH employees all over the world is simplified with Aspect in addition to giving them access to their schedules is simplified. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Aspect WFM provides so many opportunities for automation and self service. From providing Team Leaders the ability to manage and understand staffing levels to Team Members being able to manage their own attendance. Aspect WFM improves the efficiency of our WFM Team. Review collected by and hosted on G2.com.

What do you dislike?

It does take a lot of set up in order for you to get product to full capabilities. It take many hours of configuration to get the product to its fullest potential. It sometimes can be a bit confusing, but Aspect is always there to help out in getting a clear understanding of what is going on. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With Aspect WFM, we are solving for the ability for the Team Members to do a lot more self service. By having an avenue where Team Members are able to report their absence via mobile instead of calling in on a hotline , it has eliminated the need to the team to have to monitor the hotline on a content basis. Review collected by and hosted on G2.com.

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Response from Amy Cornelius of Aspect

Joel,

Thank you for taking the time to provide a detailed review on Aspect Workforce Management. We love hearing that Aspect WFM improves the efficiency of your team. I have forwarded your input on to your Account Team and our Product Management Team, so that we can continue to improve our products and how we serve you. They will likely be reaching out soon. Again, thank you for taking the time to share your feedback!

Amy Cornelius | Sr. Digital Marketing Manager | Aspect Software | amy.cornelius@aspect.com

Client Services Director
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Aspect WFM offers many possibilities for automation and self-service. From the ability of a team leader to handle as well as understand their employees to the ability of team members to manage their services, Aspect WFM has made our WFM team more efficient. The basic software functionality is the same throughout the process. For instance, by right-clicking on "add", new things are created and the same filters are used for all parts of a system. There are also shortcut keys that make the software easier to use. Review collected by and hosted on G2.com.

What do you dislike?

An extensive configuration is required to provide the product with all the necessary functions. Many hours of configuration are required for the product to reach its full potential. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

A perfect tool for working in a call center. No matter what you are now using to manage your calls, it cannot be compared to the functionality offered by Aspect WFM. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

At Aspect WFM we focus on the ability of team members to be more self-centered. Allowing team members to report absences on their phones instead of calling the hotline. The team no longer has to control the hotline. Review collected by and hosted on G2.com.

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SMS Ops. Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I think forecasting is the function I value most in Aspect. It has saved me much time and is very sensitive to business needs. It is an important platform. To succeed in the market, you have to sell and of course you need many clients to get high profits. To attract many customers, the most important factor is their satisfaction. The Aspect has been helping companies to achieve at lower costs better result. Aspect wins thanks to its many rich features and intelligent forecasting. Review collected by and hosted on G2.com.

What do you dislike?

I do not like the speed of Aspect servers. It is not a constant problem, but sometimes it can get clogged up, which causes routine operations due to the large number of queries to the server. Reactivity decreases. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

In general, I have very good experience with this product. If necessary, help is provided. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The software has brought me many benefits. We use delivery and tracking services and we use them. I believe we could use the delivery program even more. Tracking also gives us an advantage. It saves us time and allows us to react very quickly to operational needs. Review collected by and hosted on G2.com.

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Tools Coordinator
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The extent of complexity and the capacity to customize the tool as needed. It is beneficial to set the standard of service, working hours, efficiency of the employee, historical records, view of leakage etc. It also has the potential to provide a parent-child relationship between categories of contacts connected to agents who are specialized in managing them. It provides routing sets which can be managed by single qualified or multi-skilled individuals. The integration and management of forecast and schedules is simple. Features such as monitoring multichannel performance, measuring shrinkage and determining staffing tolerances are very useful for wide contact centres. Review collected by and hosted on G2.com.

What do you dislike?

Availability to access details, besides the segment on schedule reports. System monitoring is not consistent with the current business application infrastructure or is up-to-date. Not readily available standard API's. The incorporation of agent schedules and the access to a scheduling program is not normal. UI is old and has trouble with latency since it is a cloud framework. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Adaptable workforce management system for huge and muti-skilled contact centres, easy to use. Be sure that the technology systems of the company can effectively be combined into the monitoring and application criteria framework. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

For the operation of several contact centers and about 10000 employees, we use Aspect Workforce to simplify and automate scheduling, shift contracts and realtime management. Review collected by and hosted on G2.com.

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Board President/CEO
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Accurate forecasting, alarms, RTA, Reporting. With the latest versions, the system is much easier to use. WFO UI is very user friendly Review collected by and hosted on G2.com.

What do you dislike?

All concerns have been addressed by upgrades Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Look at the overall package Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Agent productivity has increased. Easier to manage staff in real time Review collected by and hosted on G2.com.

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Workforce Management Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The forecasting ability. It allows one for forecast well in advance and offers many "what-if" scenario forecasting Review collected by and hosted on G2.com.

What do you dislike?

The product needs to be revamped. the look has not changed for many years Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The application is only as good as the person using it, it is not as simple as pressing a button and the job is done. It will great assist you but like all products you have to set it up correctly and manage it then it will function well. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Effective planning of staffing requirements. Alarm notifications for schedules that are not being followed Review collected by and hosted on G2.com.

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AO
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Good overall system for forecasting, scheduling, and real time management. Huge help when generating forecasting & schedules, and for tracking offline activities. Review collected by and hosted on G2.com.

What do you dislike?

Web options are improving in recent versions, which is an overdue upgrade. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Invest in the vendor training, and work with the vendor to create a prioritized implementation plan. There are a TON of features, and you'll want to utilize all of them to achieve maximum ROI. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Makes creating schedules for employees quick & painless. Web (WFO) interface is easy to use, and easily extendable to front line users. Review collected by and hosted on G2.com.

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Manager, WFM and Business Analysis
Management Consulting
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

My favorite component of the Aspect suite is the workforce planning. I consider it the benchmark for all other workforce planning. The forecasting tools, scheduling tools, and intraday management are far superior to any other company Review collected by and hosted on G2.com.

What do you dislike?

The least component and where Aspect has struggled is maintaining an integral system for production/performance reporting. While the latest WFO piece has a lot of updated components and the UI has been changed greatly, the actual architecture behind the scenes leaves a lot to be desired. Putting a pretty face on something doesn't fix the issues behind what actually makes it work. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure there is a constant communication flow from Aspect. They can have a tendency to drop off so stay on top of this Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Aspect WFM allows us to forecast accurately, schedule effectively while meeting our service level goals. It also allows our agents to self manage their schedules without leadership presence. Review collected by and hosted on G2.com.

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Response from Shelley Hofman of Aspect

Jason,

Thank you for taking the time to provide a detailed review on Aspect Workforce Management. We love hearing that you consider our solution the benchmark for all other workforce planning, that it allows you to forecast accurately, and that your agents can easily self-manage their schedules. We also appreciate your feedback on the architecture and needing more consistent communication. I have forwarded all of your input on to your Account Team and our Product Management Team so that we can continue to improve our products and how we serve you. They will likely be reaching out soon. Again, thank you for taking the time to share your feedback. We truly appreciate it!

Shelley Hofman | Marketing Operations | Aspect Software | shelley.hofman@aspect.com

AE
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Product solves for the common NorAm based scheduling models very easily. WFO UI is modern and relatively easy for agents to use. Review collected by and hosted on G2.com.

What do you dislike?

Update: Updating this review as the support has somehow gotten worse. Hold times of 15+ minutes are common. "Engineers" who don't know the product whatsoever. Truely disappointing from a company that used to be at the forefront of WFM Software.

The hosted product is extremely unreliable. Support frequently needs to be contacted to restart services to resolve issues. Aspect has offshored all of their Tier1 support resulting in time to resolution ~5x of what it used to be.

Additionally, Aspect is unable to support many of the common scheduling scenarios outside of the US. To name a few, differentiate between schedule preferences and availability, schedule PTO in advance prior to schedules being made "official," contracted start times/hours.

Lastly, the hosted product is not a true SaaS offering. Upgrades are costly and time-consuming. Their true SaaS product Via WFM does not support their existing APIs making it unusable for large enterprises with reporting needs as well. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Carefully vet out their "cloud" environment. They will often refer to their legacy hosted environment as "the cloud" when it is not a true SaaS product.

Ensure the schedule models your teams need to use are fully supported. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Short term forecasting, scheduling, Review collected by and hosted on G2.com.

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Response from Amy Cornelius of Aspect

We are sorry to hear that you are not satisfied with the product. Your feedback has been sent to our WFM product team and they will be responding shortly in the comment section as well. If you'd like to connect with them directly, you can send an email to amy.cornelius@aspect.com and we'll connect you.

Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It is so easy to use and has a great interface to work with. can manage calls very easily without any hassle or errors being made. Review collected by and hosted on G2.com.

What do you dislike?

It could use a bit of colour, looks quite bland at first. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

An amazing tool in the call centre environment, whatever you are using now to manage calls is not better than what aspect has to offer. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Aspect gives me the power to control my schedule and the calls that I take with ease, allowing me to access many options from the initial screen, which allows me to work more efficiently throughout the day. The design is very simplistic and gives you easy access to everything. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

What I like the best about Aspect Workforce Management is that there is so many different functions in the software. You can create and run several different reports to best fit your needs. It also it very easy to use and to teach others how to use it. Review collected by and hosted on G2.com.

What do you dislike?

One thing that I dislike about Aspect Workforce Management is that once you create a forecast or something like that you don't want to delete it because you don't want to get rid of historical data. But when you are doing it multiple times it is hard to clean up the software. Another thing that I dislike is how long it takes to run IDPs. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are running a call center, I recommend you to use Aspect Workforce Management because it keeps all of your historical data in the software and is easy to use. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With Aspect Workforce Management, I am solving how to update the forecast volume, ASA and AHT but filling out the monthly factors, growth rate and holiday factors. The benefits that I am realizing is that there is so many different functions in the systems and the reports are easy to pull and run. Review collected by and hosted on G2.com.

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Workforce Management Advisor
Computer Hardware
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like that it's clear what you are doing when you are doing it, in WFO. There is no ambiguity. I do feel that more recently the feedback of customers is starting to make an impact in overall product design, which is nice to see. I also like that 18.2 introduced multi channel. With the ever changing ways our customers contact us and as we adjust the way we have to work to accommodate that, we need the tools to do so. Review collected by and hosted on G2.com.

What do you dislike?

in WFO, it's not always the easiest for our customers to use. There are many unnecessary clicks built into the process. Additionally it does not remember your search from module to module. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be sure to build your solution out and get consultation on how to use and keep your training up to date. The tool is very large and does a lot of things and if you do not make the investment to understand the tool end to end, your are not maximizing your investment. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are solving workforce solutions to ensure we have the right people at the right time. We also use it for building scenarios when our business changes. Review collected by and hosted on G2.com.

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Analyst Applications & Technology Support
Airlines/Aviation
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like how the tool has various ways for configuration which allows you to be creative and problem solve with outside of the box ideas. Review collected by and hosted on G2.com.

What do you dislike?

There is room for improvement with the processing power of the tool related to the system being hit with a big load of transactions at once but working with Aspect and their APS team, we found a way to improve. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be very specific with your requirements and even thought right out of the box, the tool might not provide or work like you need it to. Give Aspect the opportunity to problem solve with out of the box ideas. Also do not be afraid to come up with your own wild out of the box suggestions and watch it happen. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Better frontline access and tools for time off and time off. This includes the mobile application which allows our crewmembers to be on the move and be aware of their schedules. Review collected by and hosted on G2.com.

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Automation Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
Aspect Workforce Management
UA
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The only thing I like about this system is that it visually the layout is easy to read and understand Review collected by and hosted on G2.com.

What do you dislike?

This system can not handle high traffic or request. Since my company switched it has crashed several times. It often times out, fails request, or just doesn't work the way it was promised. This computer program may work for small business but for a major corporation avoid at all costs. The tech support is non existent for front end users, no explanation for why. I hate it and everyone else I speak to does as well. I hope my company cancels our partnership with Aspect and finds a company and program that can do what was promised. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My overall time and adherence has been negatively impacted based on the amount of time and errors for trying to submit basic functions in this program . Review collected by and hosted on G2.com.

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Response from Amy Cornelius of Aspect

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and are sorry to hear that you aren't satisfied with the system. We are glad to know that you like the interface usability and layout. Your input will be forwarded to our Product Team so that they can continue to improve the solution. And they may likely reach out to you to see if there is anything we can do to improve the experience for you. Thank you again for your feedback. We really appreciate it.

Amy Cornelius | Senior Marketing Manager | Aspect Software | amy.cornelius@aspect.com

AA
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The software is the same basic functionaility throughout. For example, right click and add to create new things and use the same filters for all areas of the system. Also, that there are keyboard shortcuts to make using the software quicker. Review collected by and hosted on G2.com.

What do you dislike?

Staffing tolerances cannot be updated in groups (they have to be done one at a time). The system does not keep an audit trail for changes made to employee information. The request viewer in WFO is not very user friendly (have to click in each request to see the details and to find out what the request was even for). Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Optimal staffing, budgeting and forecasting; abiltiy for agents to self-serve; Review collected by and hosted on G2.com.

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Response from Amy Cornelius of Aspect

Thank you for taking the time to provide a 4.5 star review on Aspect Workforce Management! We are happy to hear you are optimizing staffing, budgeting and forecasting in your organization using Aspect. I have forwarded all of your input on to our Product Management Team so that we can continue to improve our products and how we serve you.

Amy Cornelius | Senior Marketing Manager | Aspect Software | amy.cornelius@aspect.com

Sr. WFM Analyst / Long Range Forecast & Planning
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The ease of use and intuitive interfaces in the core application are easy to learn and understand. There is a clear delineation and level of use that users can expect to see and experience a learning curve as they become more familiar with the software. The navigation is straightforward, and the basic principles of the software are easy to understand. Review collected by and hosted on G2.com.

What do you dislike?

The one dislike I have of the software is that the individual modules don't clearly identify what you can expect to find in each one, which means users have to memorize or know where to find every action they wish to complete in order to perform their tasks. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are using Aspect Workforce Management to streamline and optimize schedules, shift bids, schedule striping, and real time management in order to manage multiple contact centers and almost 3000 associates. Review collected by and hosted on G2.com.

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WFM Scheduler
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Aspect consolidates workforce planning tools into one place, I like that I'm able to do my work in one platform; forecasting scheduling. Review collected by and hosted on G2.com.

What do you dislike?

The training information on the application is not very helpful. I wish I would have known more about the help functions before attending ACE this year and I wish there was a blog or easy to reach location on training material that I could use as an admin, the user could use, and supportive roles could use. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Build a strong relationship with your BAC and know who to reach out to at Aspect. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As a scheduler for internal customer its important for me to provide a holistic recommendation on scheduling. I can do this easily in the application. Review collected by and hosted on G2.com.

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