Aspect Workforce Management


Logotipo do Aspect Workforce Management

 

235 avaliações (4/5)
 
Aspect Workforce Management is an employee management solution for midsize to high volume call centers that can be deployed on-premise or hosted in the cloud.  Aspect Workforce Management enables users to forecast staffing requirements across all customer-facing inbound, outbound, and back office resources in call centers. The solution allows for scheduling of voice, multi-session chat, email, social media and other interaction channels. It can also generate automatic historical pattern updates and calculation of shrinkage. The solution includes an employee self-service portal that is also accessible through the mobile app available for iOS and Android devices. Employees can enter scheduling preferences, trade shifts, request time off and view their schedule.
 

Aspect Workforce Management - Dashboard
 
  • Aspect Workforce Management - Dashboard
    Dashboard
Sistemas operacionais compatíveis:
Mac OS, Navegador web (independente o SO), Windows 8, Windows 10

235 avaliações do Aspect Workforce Management

 

Ellen R. Especialidade: Terceirização/Deslocalização Número de funcionários:  10 000+ funcionários Número de funcionários:  10 000+ funcionários

04/01/2019

04/01/2019

Fonte da avaliação: Capterra

Excellent Work Force Manegement tool

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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.

Vantagens

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

Desvantagens

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.

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Resposta: Aspect Software 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

Abad O. Especialidade: Companhias aéreas/Aviação Número de funcionários:  10 000+ funcionários Número de funcionários:  10 000+ funcionários

30/07/2019

30/07/2019

Fonte da avaliação: Capterra

Great Product, Some improvements needed

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Overall it has been a positive experience.

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

Desvantagens

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.

Thomas C.

08/05/2017

08/05/2017

Fonte da avaliação: Capterra

Large suite, lots of possibilities

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

Vantagens

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

Desvantagens

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.

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Resposta: Aspect Software 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

Avaliador Verificado Especialidade: Companhias aéreas/Aviação

24/04/2018

24/04/2018

Fonte da avaliação: Capterra

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

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Vantagens

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

Desvantagens

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.

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Resposta: Aspect Software 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]

Elvira M. Especialidade: Bancos Número de funcionários:  201-500 funcionários Número de funcionários:  201-500 funcionários

22/09/2018

22/09/2018

Fonte da avaliação: Capterra

Efficient tool for consumer engagement and workforce optimization

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Vantagens

I think forecasting feature is my most liked feature in Aspect. It saves time and gives the opportunity to react business needs very quickly. Aspect Workforce Management is essential platform for all kind of businesses. In order to be successful in the market you need to make sales and of course for high sales you need many customers. In orders to gain many customers the key factor is customer satisfaction. Aspect Workforce Management helps businesses to reach high customer satisfaction with less effort. Aspect gains it with a lot of rich features and smart predictions.

Desvantagens

What I dislike is speed problem on Aspect servers. It is not permanent problem but sometimes you can observe overloading and as a result response rate of running tasks slows down due to high volume of requests to server.

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Resposta: Aspect Software 24/09/2018

Elvira, thank you for taking the time to review Aspect Workforce Management and the high rating! We are so glad you like the forecasting and that it helps you to reach high customer service with less effort. We also appreciate your feedback on the speed of the system which could be due to WFM or due other network constraints as well. We appreciate the feedback and will forward it on to our product team. -Aspect Software