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274 Aspect Workforce Optimization Reviews
Overall Review Sentiment for Aspect Workforce Optimization
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My favorite component of the Aspect suite is the workforce planning. I consider it the benchmark for all other workforce planning. The forecasting tools, scheduling tools, and intraday management are far superior to any other company Review collected by and hosted on G2.com.
The least component and where Aspect has struggled is maintaining an integral system for production/performance reporting. While the latest WFO piece has a lot of updated components and the UI has been changed greatly, the actual architecture behind the scenes leaves a lot to be desired. Putting a pretty face on something doesn't fix the issues behind what actually makes it work. Review collected by and hosted on G2.com.
Product solves for the common NorAm based scheduling models very easily. WFO UI is modern and relatively easy for agents to use. Review collected by and hosted on G2.com.
Update: Updating this review as the support has somehow gotten worse. Hold times of 15+ minutes are common. "Engineers" who don't know the product whatsoever. Truely disappointing from a company that used to be at the forefront of WFM Software.
The hosted product is extremely unreliable. Support frequently needs to be contacted to restart services to resolve issues. Aspect has offshored all of their Tier1 support resulting in time to resolution ~5x of what it used to be.
Additionally, Aspect is unable to support many of the common scheduling scenarios outside of the US. To name a few, differentiate between schedule preferences and availability, schedule PTO in advance prior to schedules being made "official," contracted start times/hours.
Lastly, the hosted product is not a true SaaS offering. Upgrades are costly and time-consuming. Their true SaaS product Via WFM does not support their existing APIs making it unusable for large enterprises with reporting needs as well. Review collected by and hosted on G2.com.
It is so easy to use and has a great interface to work with. can manage calls very easily without any hassle or errors being made. Review collected by and hosted on G2.com.
It could use a bit of colour, looks quite bland at first. Review collected by and hosted on G2.com.
What I like the best about Aspect Workforce Management is that there is so many different functions in the software. You can create and run several different reports to best fit your needs. It also it very easy to use and to teach others how to use it. Review collected by and hosted on G2.com.
One thing that I dislike about Aspect Workforce Management is that once you create a forecast or something like that you don't want to delete it because you don't want to get rid of historical data. But when you are doing it multiple times it is hard to clean up the software. Another thing that I dislike is how long it takes to run IDPs. Review collected by and hosted on G2.com.
I like that it's clear what you are doing when you are doing it, in WFO. There is no ambiguity. I do feel that more recently the feedback of customers is starting to make an impact in overall product design, which is nice to see. I also like that 18.2 introduced multi channel. With the ever changing ways our customers contact us and as we adjust the way we have to work to accommodate that, we need the tools to do so. Review collected by and hosted on G2.com.
in WFO, it's not always the easiest for our customers to use. There are many unnecessary clicks built into the process. Additionally it does not remember your search from module to module. Review collected by and hosted on G2.com.
I like how the tool has various ways for configuration which allows you to be creative and problem solve with outside of the box ideas. Review collected by and hosted on G2.com.
There is room for improvement with the processing power of the tool related to the system being hit with a big load of transactions at once but working with Aspect and their APS team, we found a way to improve. Review collected by and hosted on G2.com.
The only thing I like about this system is that it visually the layout is easy to read and understand Review collected by and hosted on G2.com.
This system can not handle high traffic or request. Since my company switched it has crashed several times. It often times out, fails request, or just doesn't work the way it was promised. This computer program may work for small business but for a major corporation avoid at all costs. The tech support is non existent for front end users, no explanation for why. I hate it and everyone else I speak to does as well. I hope my company cancels our partnership with Aspect and finds a company and program that can do what was promised. Review collected by and hosted on G2.com.
The software is the same basic functionaility throughout. For example, right click and add to create new things and use the same filters for all areas of the system. Also, that there are keyboard shortcuts to make using the software quicker. Review collected by and hosted on G2.com.
Staffing tolerances cannot be updated in groups (they have to be done one at a time). The system does not keep an audit trail for changes made to employee information. The request viewer in WFO is not very user friendly (have to click in each request to see the details and to find out what the request was even for). Review collected by and hosted on G2.com.
The ease of use and intuitive interfaces in the core application are easy to learn and understand. There is a clear delineation and level of use that users can expect to see and experience a learning curve as they become more familiar with the software. The navigation is straightforward, and the basic principles of the software are easy to understand. Review collected by and hosted on G2.com.
The one dislike I have of the software is that the individual modules don't clearly identify what you can expect to find in each one, which means users have to memorize or know where to find every action they wish to complete in order to perform their tasks. Review collected by and hosted on G2.com.
Aspect consolidates workforce planning tools into one place, I like that I'm able to do my work in one platform; forecasting scheduling. Review collected by and hosted on G2.com.
The training information on the application is not very helpful. I wish I would have known more about the help functions before attending ACE this year and I wish there was a blog or easy to reach location on training material that I could use as an admin, the user could use, and supportive roles could use. Review collected by and hosted on G2.com.
