Aspect Workforce Erfahrungen

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

Vorteile:

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.

Nachteile:

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

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

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

Vorteile:

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.

Nachteile:

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.

Aspect review

Kommentare: 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.

Vorteile:

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

Nachteile:

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.

Overall Aspect WFM provides a great way to add value and helps us achieve many if not all our goals.

Vorteile:

The thing I like most about the software is that you can pretty much do anything you want with data to find any root cause or reporting issues. Also I enjoy the user interface and that Aspect tries to find ways to make things easier for the user. Overall the company I work with is built off of having good data and that is what I value most from Aspect. Finally I find Aspect's customer (associate) obsession to be far in superior to many other WFM clients. They try to make things not only better for reporting but also on the end user of the product (customer associate representative). They find ways to improve visibility, use, and functionality to this part of the WFM users.

Nachteile:

The thing I like least about the software is having the flexibility to make any adjustments onsite or having not strong enough support to support the company I work for. Although Aspect has a great interface I'd like to see them expand on their customer support and ways for users to learn. Although the forums and online trainings are helpful I'd like to see more ways for the users to gain more knowledge in the different tools and communication channels that Aspect has.

Flexible, powerful system that does what it needs to.

Kommentare: The company as a whole reduced time spent on scheduling/headcount management by roughly a third, allowing us to reallocate that time. I was able to consolidate forecasting and scheduling from a number of different Excel workbooks into a single portal, reducing time spent and stress level immensely.

Vorteile:

Ease of management. A call center of 100+ can be managed by one dedicated person, and configuring supervisor/management access is extremely easy. The updated web portal (Workforce Optimization) is organized and sharp, with more features in the pipeline

Nachteile:

There is a LOT here. Without attention to detail and either good notes or memory, it's entirely possible to miss one item that has larger repercussions. Good news is that it's never too late to fix errors, and the support team I've worked with has been amazing about answering any question I have.

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

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

Vorteile:

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

Nachteile:

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

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

Vorteile:

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

Nachteile:

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

Keep your workforce organized

Vorteile:

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.

Nachteile:

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.

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

Vorteile:

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

Nachteile:

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

Scheduling made easy

Kommentare: Like the software, and looking forward to use it at it’s full potential

Vorteile:

Forecasting and real time views to control our staffing

Nachteile:

Delay I’m accessing part of the processes When having over 15,000 profiles. Need more dynamic resources

The Classic Phone Center Software

Kommentare: Great solution for forecasting and scheduling traditional inbound phone operations

Vorteile:

Nice suite of tools for Forecasting and Scheduling for the contact center. Options to forecast long term and short. Precise intraday staffing looks. Scheduling tools to manage long range base position and request management.

Nachteile:

Limited support for non-phone forecasting and staffing. Difficult to care for the scheduling needs in a global 'Gig' economy

Product is easy to use, however support and "help" is not very reliable.

Vorteile:

The product is easy of use and customer friendly. We were recently upgraded to 8.1 and the change was seamless. Training support came onsite to walk us through post upgrade. The support person was very helpful

Nachteile:

When we do have questions, we have trouble finding answers via the help function or if we have to call the help desk, they often don't have the answers or take long to find the answers for us. The ASUGA is more helpful with that respect

Workforce Senior Analyst- 5 years

Vorteile:

I like the ease on forecasting and updating patterns. With our old workforce software I had to use spreadsheets to create my forecast and then input that into the program. With Aspect I have confidence that the forecast will be accurate with the actual data that is coming in.

Nachteile:

The Empower system is not user friendly. We are in the process of migrating to a new Aspect version and with that we will be going into WFO. I have seen demos on it and know that we will have more agent use and less frustration.

I've used for years and there are ups and downs. Staffing and scheduling is great but forecast lack

Kommentare: Unified IP lets us collect all of our contacts in one spot. Real time dashboards also help our agents aware of their performance as well as the company performance in real time views.

Vorteile:

Staffing and scheduling and that we have this integrated throughout. The fact that we can run all our contacts through the system is a great feature

Nachteile:

Forecasting is outdated. It's not as accurate as it used to be and the Erlang C model is the way of the past. Alternative forecasting models would be better

Great product and great relationship with Aspect!

Kommentare: Capacity management, schedule management and reporting/tracking. This tool helps us to run our operation and to manage employee time with ease.

Vorteile:

Schedule management, forecasting and tracking. My team is able to administer the tool easily after training and easily train end users as well. The benefits of the tool are outstanding for capacity planning!

Nachteile:

Would like to see more out of the box reporting or ability to create additional reporting easily within the tool

Useful, efficient

Vorteile:

Lots of options, fairly easy navigation. WFM features being added make forecasting and scheduling more effective. I like the improved optimizer options for meetings, breaks, and project time off.

Nachteile:

Employee user and Regular user interface. Too complicated. Not the same screens as Empower. Users are not able to navigate between viewing schedules in WFO and adding exceptions. No memorization with the movement of columns and filters.

Top of the Line Service, Product Features Set it Apart from All Others

Kommentare: Overall the best company I have dealt with when it comes to listening to the voice of the customer. Unlike Verint, Calabrio or IEX, they are more interested in you being successful and less about trying to sell you something.

Vorteile:

Best WFM Software on the market. Beats other products hands down in forecasting, scheduling, reporting and employee engagement. Best support of any WFM platform I have seen. Truly engaged with the customers.

Nachteile:

Aspect/Alvaria needs to be a better job and being pro-active in training and teaching it's users how to get the most from their products. They have made some improvement in this space recently but still have some hills to climb.

Overall I think the product is great, just hard to be able to fully use and design for my use.

Vorteile:

Tons of features. When I think to myself "this would be awesome of Aspect can do this" 7 out of 10 times it can.

Nachteile:

That 3 out of 10 times that my needs aren't in the system are rough. A lot of times it is on the ease of use of features that the 3 out of 10 pops up. Also has been difficult to get information without having to pay for it.

Aspect underpins the main stay of our business, enabling efficiencies to be delivered

Kommentare: workforce effiecencies

Vorteile:

Software is easy and intuitive to use, and delivers on its capabilities for scheduling, love the hosted option for my future strategy.

Nachteile:

The inability to get planners to use something else from excel, it is a shame it is not yet available to be hosted in a true cloud platform - either azure or AWS

Daily use of RTA and Aspect to observe and manage the real time activity of our company (nationwide)

Kommentare: Empower is easy for our agents to understand. The use of most features in Aspect are easy to explain and training new hires on the use is easy.

Vorteile:

RTA, Empower and scheduling features are incredibly easy to use and manage. My job relies very heavily on these features.

Nachteile:

The forecasting feature does not work well in our environment. I would like to see more available conditionally formatting to improve RTA view.

Best Workforce System

Vorteile:

I like the ease of use from the administrator to the end user.

Nachteile:

We are on the cloud and there is a limit to get access to the tables.

WFM is a good product, the WFO suite is great for our agents

Kommentare: The software has help with efficiencies and has enable agent empowerment.

Vorteile:

The agent dashboard is great! Agent experience is very nice, they enjoy the ability to see their schedules and flexibility to change their breaks.

Nachteile:

We are on version 8.0 and supervisors and admins don't have access to the dashboard but are expected to support agents. We are looking forward to upgrading to a newer version to enable shift trades through WFO.

User friendly and intuitive product.

Vorteile:

I like how easy it is to use. Most things are self explanatory, or the help button is a simple click away if needed. Most components flow together seamlessly.

Nachteile:

MOST components are self explanatory and easy to use. Others have very vague descriptions, meanings, and the Help button does not provide specific detail.

Features and functionality work well for their intended purposes

Vorteile:

The versatility of the systems configuration allows us to modify the system to better suite our needs. Our business is ever changing and having an adaptive system is a must.

Nachteile:

The modeling used in forecasting limits Omni channel associate forecasting and many of the eWFM tools are not intuitive and the placement of interacting components can be convoluted.

overall good

Vorteile:

features easy to adapt. Easy administration. easy upgrades reporting tool capabilities easily integrated with Genesys

Nachteile:

additional features needed Less Frequent upgrades Expensive premium maintenance additional reporting capabilities