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274 Aspect Workforce Optimization Reviews
Overall Review Sentiment for Aspect Workforce Optimization
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I like how easy it is to capture the data and record everything our customer agents are doing. Review collected by and hosted on G2.com.
I thought it was initially very difficult to set up the system...I also thought that your training wasn't that good. The training was very long and I felt like in that amount of time it wasn't necessary and the instructor seemed very confused himself sometimes. Review collected by and hosted on G2.com.
The Microsoft Office Calendar interface allows associates to see any changes made to their schedule, to include PTO approval, in near real-time. In fairness, this is a function that is in almost every other Workforce Management tool on the market today. Review collected by and hosted on G2.com.
This is far and away the worst forecasting tool I have seen on the market. Unless your call center takes a static amount of calls, this tool is not for you. The lift to get to a forecast is absurd and the only thing they forecast based on is previous year volumes rather than utilizing your client base population. Review collected by and hosted on G2.com.
I appreciate the ease in running different reports, as well as the ease in which Aspect talks to Avaya and Kronos. I also really like Empower! Most staff using it are very happy with being able to use a URL to view their schedule. The 'Help' index is really useful, too. I participate in a lot of the ASUGA webinars and they are wonderful. Review collected by and hosted on G2.com.
I would like to see more ease in building some of the rules, without having to have a consultant come in. I would like to be able to use more set up specific to our department without the risk of changing another department's settings. Perhaps that user error, but it often seems complicated. Review collected by and hosted on G2.com.
Our entire company is in one system and able to optimize based on business need. Review collected by and hosted on G2.com.
Reporting needs to be automated more and provide proactive recommendations. Review collected by and hosted on G2.com.
My favorite feature is that employees are ablrle to use the site from home and from their phones. Review collected by and hosted on G2.com.
I dislike the time constraints. Meaning that you can only put in requests 90 days in the future or more than 48 prior. Review collected by and hosted on G2.com.
A complete system, rather than several spreadsheets. Review collected by and hosted on G2.com.
Trial & error to make adjustments work.
should be off the shelf solutions library. Review collected by and hosted on G2.com.
The only thing I like about this system is being able to adjust my schedule independently, though the method of doing so is slow/archaic Review collected by and hosted on G2.com.
The system isn't set up to be user friendly at all. It's slow and tedious, as though it were launched in the 90's. The interface doesn't seem to take individual user needs into account at all. One can't view their schedule in a weekly or monthly increment without scrolling through individual days. Any click to open more information takes 20+ seconds to load. Review collected by and hosted on G2.com.
Aspect WFM does a great job with flexibility. It has a large number of ways to modify and run sample scenarios to allow you to answer a lot of different questions. The automatic approval process for segments is also very well done. Review collected by and hosted on G2.com.
Aspect seems to fail when things get overly complex. Trying to model groups that are not 1:1, with complex multiskills, often results in strange results. Review collected by and hosted on G2.com.
Analytic options, are the best feature of this tool, you just need to update information and system will create forecast, staffing what ever you need Review collected by and hosted on G2.com.
As of right now there is nothing I can say I dislike from this tool Review collected by and hosted on G2.com.
This program assisted with scheduling appointments, scheduling reminders, and with communication needs. It provides an easy mode of communication and completing and planning tasks. Review collected by and hosted on G2.com.
This program assisted with scheduling appointments in a more efficient manner, sending reminders to clients, and with communication needs between providers. It makes planning simple and easy to see. Review collected by and hosted on G2.com.
