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Aspect Workforce
Was ist Aspect Workforce?
Aspect Workforce Management ist ideal für Kontaktcenter mit mehr als 100 Agenten geeignet und bietet dynamisch kombinierte Personalvorhersagen und Zeitplanung für Voice-, Multi-Session-Chat-, E-Mail- und soziale Kanäle. Nutzer können auch leistungsstarke Was-wäre-wenn-Szenarien ausführen, um den Personalstand unter verschiedenen Geschäftsbedingungen anzuzeigen. Bereitstellung vor Ort, gehostet oder in der Cloud.
Wer verwendet Aspect Workforce?
Kontaktcenter mit über 100 Agenten, die ihre Belegschaft über Standorte, Kanäle und Fähigkeiten hinweg einfach verwalten möchten.
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Bewertungen über Aspect 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.
Antwort von Alvaria
vor 7 Jahren
Collin - thank you for taking the time to review Aspect Workforce Management and for the high marks! We are thrilled to hear that it's providing value for you, and that it's helping you to automate and simplfy your contact center processes. We also appreciate your feedback on configuration. We will forward your input on to our internal teams for review so that we can continue to improve our solutions. -The Aspect Team
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).
Antwort von Alvaria
vor 7 Jahren
Joyce, Thank you for reviewing Aspect Workforce Management and for the high marks! We are pleased to hear that the solution helps you to make informed staffing decisions and that you like the customization features. we also appreciate your constructive feedback. All of your input will be forwarded to our internal teams for review. -The Aspect Team
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.
Antwort von Alvaria
vor 6 Jahren
We are sorry that you have had such a bad experience with Aspect. We would like to make it right and have you talk to one of our product managers. I've provided my contact details so that I can connect you with the right folks at Aspect that can help get things back on track. Thank you for your honest feedback. We really appreciate it. -Shelley Hofman, Marketing Operations, Aspect Software, shelley.hofman@aspect.com
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.
I've used Aspect for Realtime, scheduling, forecasting, IDP, and vendor management.
Vorteile:
It is very comprehensive. I've used it for reporting and Realtime, scheduling, forecasting, IDP, and vendor management of our agents.
Nachteile:
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.
Antwort von Alvaria
vor 7 Jahren
Cory, Thank you for your review of Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team
