The platform has a wealth of automation built in so that we can build business rules and allow it to maintain those requirements. It allows us to grant the options to our employees without requiring additional overhead to support manual processes with WFM personnel. The system has been extremely stable for many years and our internal IT involvement is basically non-existent because any of our needs are handled by Aspect support. The integration points with our various systems and the flexibility to extract / export content makes leveraging the datapoints from the system very easy and rich. We've looked at other solutions over the years but none of them seem to be able to provide the degree of automation and capabilities, especially relative to the cost of the platform. The value for our operations is impressive. Review collected by and hosted on G2.com.
There are parts of the system that make the configuration feel very disjointed. For example, items related to the configuration of forecast or staff groups are spread through different sections of the UI without a space that brings it all together. It is great for flexibility, but makes validating the configuration a bit clunky. One other part that requires manual manipulation is the prediction of service results such as ASA or service level. It's challenging to get a routing set that matches the exact arrangement of a multi-skill routing system so the results don't regularly follow traditional Erlang calculations. The only way to manipulate the result is with inputs like unproductive shrinkage, customer patience factors, and/or FG-SG priorities. It would be much more beneficial and accurate if Aspect Workforce could use historical results to modify the factors to better predict the expected service results. Review collected by and hosted on G2.com.
