Aspect Workforce

It's a very solid product that is providing us great value and enhancing our business

Pros:

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.

Cons:

The configuration isn't intuitive and required us to get onsite support. Once we did that, it was awesome.

I primarily use it to review forecast vs. actual and make staffing decisions such as opening up OT

Comments: functionality for the forecaster, planner, scheduler, operations and down to the call center employees

Pros:

What I like about the software is that it is Customizable as departments change or organizational structure changes.

Cons:

Seems like it could be simplified since it seems like it has an aged look and feel to it (core product).

Aspect review

Comments: Aspect is horrible. We switched from on premise to hosted and then were told we needed to update our WFM but of course that came with a price. I would not recommend Aspect to anyone.

Pros:

There is nothing positive to say. We have struggled with the system especially since we transitioned to hosted solution.

Cons:

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.

Keep your workforce organized

Pros:

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.

Cons:

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.

I've used Aspect for Realtime, scheduling, forecasting, IDP, and vendor management.

Pros:

It is very comprehensive. I've used it for reporting and Realtime, scheduling, forecasting, IDP, and vendor management of our agents.

Cons:

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.

Wow excellent software

Pros:

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

Cons:

Nothing to said very comfortable with everything

bad software

Comments: I like this aplication to make the schedule management is a perfect aplication.

Pros:

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.

Cons:

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

Good program

Pros:

Is very easy to use. And friendly can check everything about mi shift time and anything update about muy schedule

Cons:

When make a update about Vacation take much to see or in this case can't update ontime and can't make a notification about your late or change schedule

Make things easier

Comments: It's a pretty nice tool, I really like it and use it every day.

Pros:

I can have historical data to run actual information and have an accurate view for the future.

Cons:

It has a lot of functions and it's difficult to understand some of them.

Aspect Workforce Management

Comments: I think that's good, but needs some polish to works fine.

Pros:

I use to used it to track my vacations, meeting hours and schedules in general. I think that is easy to use, but sometimes you can't find what are you looking for in the first try.

Cons:

Sometimes, when you want to see some information (reports), you got to try several times, because it has loading problems. In the other hand, some information appear duplicated, like vacations request and is hard to correct it.

Very smart

Pros:

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

Cons:

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

The overall experience with the tool has been positive allowing us to support a virtual workforce.

Comments: Configurable, robust, and integrated tool with Performance Management and Quality Management. Forecasting and real time management of agents.

Pros:

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.

Cons:

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.

Great system. Helps us accomplish WFM tasks quickly & easily.

Pros:

Flexibility in scenarios. Simple real Time management options. Data is easily exported for dynamic reporting locall.

Cons:

Complexity of multi channel forecasting/scheduling. Can't add custom formulas to IDPs that use data that is already existing in the database.

Great Product!

Comments: I love the ease of use. Our company has a lot of customization that complicates the software and we have come up on a bit of latency. In the future it would be interesting to see how Aspect can help us understand how this could be a better fit for our company use.

Pros:

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

Cons:

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

Aspect

Comments: it is very good for manage the attendance and schedules.

Pros:

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

Cons:

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

eWFM review

Pros:

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.

Cons:

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).

Great Scheduling Software!

Comments: The biggest pro to any Aspect software is their dedicated customer support who are always helpful, polite and more often than not go above and beyond. Anytime I've called with a question, even more difficult ones, the support were able to help and always took the time to explain things.

Pros:

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.

Cons:

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.

WFM has been essential for managing our call center but we have had a few bumps with non-call mgmt

Pros:

Really powerful in creating forecasts for volume, ATT, shrinkage, and schedules for our various phone teams.

Cons:

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.

Alvaria Workforce Review

Pros:

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.

Cons:

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

Scheduling function is the best except for schedule creation. Forecasting needs to be easier

Comments: Working to automate scheduling processes and make the schedulers and agents life easier in the contact center.

Pros:

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

Cons:

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.

I use eWFM daily as well as my team. It is a great system to manage the agents and manage the day.

Comments: The ability to monitor current performance and to predict future performance.

Pros:

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.

Cons:

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.

Choicest in class Workforce Management

Comments: Alvaria eWFM is the best in class in my opinion.

Pros:

A mobile app, Robust intraday performance analysis & reporting

Cons:

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

I did not realize how much my company is lacking with the software until attending the conference.

Pros:

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.

Cons:

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.

Excellent tool to handle attendance

Pros:

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.

Cons:

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

WFM/WFO meets the needs of our organization

Comments: Great resource management against current and future demand.

Pros:

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.

Cons:

In the latest ugrade, we feel that the shift preferences that are used for bidding is not as useful has the previous version.