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NICE inContact vs Aspect Workforce Management Comparison

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Overview

Category Leaders

NICE inContact delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

For contact centers with 150+ agents, Aspect Workforce Management accurately forecasts call volumes, flexibly schedules agents...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$100/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$1
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

196

177

58

17

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

5

4

3

2

1

82

125

25

3

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time.
It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.
Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging.

Pros

Easy use and the good performance, I'm happy to use the solution. Try this solution is make me feels more easy to staff our agents with a complex customers forcasts.
The ability to set everything up from a scratch is great, you're able to set the FTEs at ease with its included calculator and have the team request what days they'll like to have off and so on.
The biggest pro to any Aspect software is their dedicated customer support who are always helpful, polite and more often than not go above and beyond.

Cons

Constant email outage notifications for products I dont have, and then when our system DOES fail (inevitably), the e-mail comes 20 minutes after the outage.
If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do.
But the numbers seemed wrong. So I pull Contact History, and select for abandons to show.

Cons

A struggle for the staff is the inability to enter PTO requests in a range or have the system automatically approve PTO day that are available if the submission was entered in a range.
What I dislike is speed problem on Aspect servers.
My complaint is that you have to put each every date that you need off verses just clicking a dates on a calendar.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review20 days ago

Key features

  • Total features108
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Employee Self Service
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Forecasting
  • Gamification
  • Historical Trend Analysis
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Job Scheduling
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Mobile Workforce Control
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Strategic Planning
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Total features38
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Employee Self Service
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Forecasting
  • Gamification
  • Historical Trend Analysis
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Job Scheduling
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Mobile Workforce Control
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Strategic Planning
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations1
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

NICE inContact vs. Aspect Workforce Management

See how NICE inContact and Aspect Workforce Management stack up against each other by comparing features, pricing, ratings, integrations, security & more.

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10+ YEARS RECOMMENDING SOFTWARE

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