Aspect Workforce Management Reviews & Product Details

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.