Aspect Workforce Management

by Aspect Software

Who Uses Aspect Workforce Management?

Contact centers with 150+ agents that want to easily manage their workforce across locations, channels and skills.

What Is Aspect Workforce Management?

Available as a cloud, hosted or on-premise solution, Aspect Workforce Management is a forecasting, planning, scheduling, employee self-service and real-time management tool that ensures every employee and supervisor is delivering an exceptional customer experience while keeping costs low. The softwares core forecasting, scheduling and tracking capabilities allow organizations to accurately project future staffing requirements to support customer demand and back office task completion.

Aspect Workforce Management Details

Aspect Software

http://www.aspect.com/

Founded 1973

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Deployment

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Aspect Workforce Management pricing overview

Aspect Workforce Management does not have a free version and does not offer a free trial.


Free Version

No

Free Trial

No

Aspect Workforce Management Features

  • Budgeting/Forecasting
  • Contractor Management
  • Employee Lifecycle Management
  • Employee Scheduling
  • Labor Forecasting
  • Performance Metrics
  • Recruitment Management
  • Skills Tracking
  • Time & Attendance Management
  • Variable Workforce

View full list of Workforce Management Software

Aspect Workforce Management Alternatives

More Aspect Workforce Management alternatives

Aspect Workforce Management Reviews

Showing 5 of 233 reviews

Overall
4.2/5
Ease of Use
3.9/5
Customer Service
3.9/5
Features
4/5
Value for Money
3.8/5
Ellen R.
WFM Analyst
Outsourcing/Offshoring, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 04/01/2019

"Excellent Work Force Manegement tool"

Comments: I have had very good experiences with this product overall. Support when needed, the sheer customization, the overall feel of the program, the time it saves me for various tasks in maximizing my workload each day.

Pros: The software is easy to use, and is very customizable. There is a lot of support when needed. I've used other products before and prefer this software over others because of the multifaceted capabilities of this program

Cons: I want to give cons for a much balanced review, however I find it difficult to find anything I dislike about the program. It is so customizable, that if I were to say I didn't prefer the colors, I can customize those too! When I switched over from other programs, Aspect Workforce Management program saved me so much time, and is very easy to use. Tons of time was saved in my workload.

Vendor Response

by Aspect Software on 07/01/2019

Thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed feedback and the high marks! -The Aspect Team

  • Reviewer Source 
  • Reviewed on 04/01/2019
Abad O.
Analyst
Airlines/Aviation, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    3/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 30/07/2019

"Great Product, Some improvements needed"

Comments: Overall it has been a positive experience.

Pros: The program is easy to use and flexible to customize in house and problem solve.

Cons: There are some items and limitations with the difference between the mobile workforce and the desktop version that are currently now starting to align but need to better align. Also the processing power of processing thousands of requests seem to cause lots of latency and almost brings the tool to a hault.

  • Reviewer Source 
  • Reviewed on 30/07/2019
Thomas C.
WFM SysAdmin
Used the Software for: 2+ years
  • Overall Rating
    3/5
  • Ease of Use
    2/5
  • Features & Functionality
    3/5
  • Customer Support
    4/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 08/05/2017

"Large suite, lots of possibilities"

Comments: Automation at several levels.. but always looking for more.

Pros: good for manual pattern tracking, fast schedule generation, great for simple break optimization if you IDPs have been keep up-to-date.

Cons: We have a ton of groups that need to be maintained. There are still lots of opportunities for increasing efficiency within the software. When I need to do something.. I need to do it for dozens or hundreds of groups.. for dozen's or hundreds of times. This is software... Help us eliminate some more of the tedious work.

Vendor Response

by Aspect Software on 02/06/2017

Thank you for taking the time to review Aspect Workforce Management. We are glad to hear that you like the fast schedule generation and simple break optimziation, and are sorry that maintaining your groups has not been an easy process.

We appreciate your feedback and we have forwarded your comments on to our internal teams. Your account manager should be in touch soon regarding how we can make your experience with our solutions better.

Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

  • Reviewer Source 
  • Reviewed on 08/05/2017
Bernard G.
Cloud Consultant
Telecommunications, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    4/5
  • Value for Money
    1/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 18/07/2020

"Good solution but losing ground"

Comments: I worked for Aspect and have recommended it to clients. It still is very good

Pros: It is fully featured but is no longer as strong as when they acquired TCS management. It is losing out to InContact

Cons: Very complex solution that requires system integration to get it to work well but does have a rich feature set

  • Reviewer Source 
  • Reviewed on 18/07/2020
Verified Reviewer
Senior Analyst, Workforce Planning & Speech Analytics
Airlines/Aviation
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    3/5
  • Customer Support
    3/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 24/04/2018

"The logic makes sense, I wish the process for defining holiday factors and forecasting was better"

Pros: I like that it provides a system of record for schedule management, measuring forecast accuracy, and exporting valuable data on our contact center.

Cons: I wish the forecasting wizard was more robust. Our industry is heavily influenced by weather and we have not been successful using the forecast wizard for the "art" portion of a forecast. We will soon be launching multi-channel and we have heard a lot of things about multi-channel performance not working very well for forecasting, Aspect is having a hard time pairing us with one of their Customers who is successfully using it in that way.

Vendor Response

by Aspect Software on 26/04/2018

Thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that the tool is helping you with schedule management and accessing valuable data in your contact center. We also appreciate your feedback on the forecasting specifically for weather changes as well as multi-channel. We will forward your input on to our internal teams and will circle back with a more detailed response. Feel free to reach out to me directly if you'd like me to put you in touch with one of our product or implementation experts. -Shelley Hofman, Aspect Software, [email protected]

  • Reviewer Source 
  • Reviewed on 24/04/2018