Aspect Workforce Optimization Reviews - Page 9

WFO - Workforce Optimization is a great tool to use. It is web based and easy to roll out to your team. Using the WFM is great as well very detailed and thorough. Review collected by and hosted on G2.com.

Set up is the most difficult part. A lot of preparation is needed, but it is worth it. Once that is complete it works great. Review collected by and hosted on G2.com.

I like the flexibility and ease of use Aspect Workforce Management allows. It is a very straight forward system. Review collected by and hosted on G2.com.

Sometimes the configuration constraints of AWM are a bit cumbersome. It has great flexibility within the parameters set but sometimes I would like to step outside of those boundaries and perform other tasks that are not allowed. Review collected by and hosted on G2.com.

The ability to make effective intra-day decisions including live OT and voluntary unpaid time off. The ability to quickly optimize breaks, lunches, and other off-phone activities as business needs change. Review collected by and hosted on G2.com.

One feature that would be nice for the purposes of monitoring my real-time team's performance would be some tracking of acknowledging and responding to RTA alerts. If RTA could linked into Skype or Teams to provide template messages to agents for alerts that would be great as well. Review collected by and hosted on G2.com.

We have had some difficulties with communication with aspect, 18 months into our contract. We often need help or some guidance to support our business needs. It’s sometimes difficult to be a happy customer when aspect can be quite rigid with the support. Regardless of this the product itself is good and Aspect seem on board with feedback and generally seem to do what they can to highlight difficult areas. Review collected by and hosted on G2.com.

I have touched on it in my previous answer but the support structure is very rigid. Review collected by and hosted on G2.com.

The navigational ease through out the system. Everything link together nicely. Review collected by and hosted on G2.com.

The ability not to be able to delete FG/SG and superstates once their is data associated to them. Review collected by and hosted on G2.com.

I love the ability to customize all of my forecasting parameters and create scenario after scenario for changing business needs. The adherence and RTA are both great for my real time analysts. Review collected by and hosted on G2.com.

Long and difficult implementation process. Professional services was expensive and I didn't feel that we got the most out of it. Review collected by and hosted on G2.com.

Best forecasting and Scheduling system in the market today. The end user interface is solid and Aspect has made vast improvements on this end in the last 5 years. Back office/Chat forecasting tool is superior to all competitors. Review collected by and hosted on G2.com.

Support isn't what it used to be. Seldom is there a first call resolution when you call their help desk. Also long range forecasting/capacity planning is lacking. Review collected by and hosted on G2.com.

I like the flexibility and ease of use AWM allows. It is a very straight forward system. I definitely like the UI. Review collected by and hosted on G2.com.

Sometimes the configuration constraints of AWM are a bit cumbersome. It has great flexibility within the parameters set but sometimes I would like to step outside of those boundaries and perform other tasks that are not allowed. Review collected by and hosted on G2.com.

I like the ability to auto-run reports and query database to build custom reporting. I am generally able to get what I need in terms of reporting and analytics. Review collected by and hosted on G2.com.

I would like to see a more functional automated forecasting process and a more robust shift creation tool. We have had more accurate forecasts and are able to create more diverse schedules doing it manually outside of the tool which is cumbersome. Review collected by and hosted on G2.com.