Alvaria Workforce

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.