Alvaria Workforce Features

Alvaria Workforce

Workforce management for on-premise, hosted or in the cloud

4.21/5 (239 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Approval Process Control
Attendance Management
Attendance Tracking
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
Automatic Call Distribution
Blended Call Center
Budgeting/Forecasting
CRM
Calendar Management
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scheduling
Call Scripting
Call Transfer
Campaign Management
Chat/Messaging
Communication Management
Compliance Management
Compliance Tracking
Computer Telephony Integration
Contact Database
Contact Management
Contractor Management
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Drag & Drop
Email Management
Employee Database
Employee Management
Employee Scheduling
Employee Self Service
Employee Time Tracking
Event Triggered Actions
Feedback Management
IVR / Voice Recognition
Inbound Call Center
Labor Forecasting
Leave Tracking
List Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Predictive Dialer
Progressive Dialer
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Reminders
Reporting & Statistics
Reporting/Analytics
SMS Messaging
Self Service Portal
Service Level Agreement (SLA) Management
Shift Swapping
Sick Leave Tracking
Skills Tracking
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Telemarketing Management
Template Management
Text to Speech
Third Party Integrations
Time Off Management
Timesheet Management
Vacation/Leave Tracking
Variable Workforce
VoIP
VoIP Connection
Voice Mail
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Approval Process Control
Attendance Management
Attendance Tracking
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
Automatic Call Distribution
Blended Call Center
Budgeting/Forecasting
CRM
Calendar Management
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scheduling
Call Scripting
Call Transfer
Campaign Management
Chat/Messaging
Communication Management
Compliance Management
Compliance Tracking
Computer Telephony Integration
Contact Database
Contact Management
Contractor Management
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Drag & Drop
Email Management
Employee Database
Employee Management
Employee Scheduling
Employee Self Service
Employee Time Tracking
Event Triggered Actions
Feedback Management
IVR / Voice Recognition
Inbound Call Center
Labor Forecasting
Leave Tracking
List Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Predictive Dialer
Progressive Dialer
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Reminders
Reporting & Statistics
Reporting/Analytics
SMS Messaging
Self Service Portal
Service Level Agreement (SLA) Management
Shift Swapping
Sick Leave Tracking
Skills Tracking
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Telemarketing Management
Template Management
Text to Speech
Third Party Integrations
Time Off Management
Timesheet Management
Vacation/Leave Tracking
Variable Workforce
VoIP
VoIP Connection
Voice Mail
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Approval Process Control
Attendance Management
Attendance Tracking
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
Automatic Call Distribution
Blended Call Center
Budgeting/Forecasting
CRM
Calendar Management
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scheduling
Call Scripting
Call Transfer
Campaign Management
Chat/Messaging
Communication Management
Compliance Management
Compliance Tracking
Computer Telephony Integration
Contact Database
Contact Management
Contractor Management
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Drag & Drop
Email Management
Employee Database
Employee Management
Employee Scheduling
Employee Self Service
Employee Time Tracking
Event Triggered Actions
Feedback Management
IVR / Voice Recognition
Inbound Call Center
Labor Forecasting
Leave Tracking
List Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Predictive Dialer
Progressive Dialer
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Reminders
Reporting & Statistics
Reporting/Analytics
SMS Messaging
Self Service Portal
Service Level Agreement (SLA) Management
Shift Swapping
Sick Leave Tracking
Skills Tracking
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Telemarketing Management
Template Management
Text to Speech
Third Party Integrations
Time Off Management
Timesheet Management
Vacation/Leave Tracking
Variable Workforce
VoIP
VoIP Connection
Voice Mail
Workflow Configuration
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


210 reviews

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


460 reviews

Alvaria Workforce Feature Reviews

25 reviewers had the following to say about Alvaria Workforce's features:

Lisa H.

like the functionality

2017-05-07

performance management information and scheduling.

Pros

The varying levels of reporting info, summary and agent details.

Cons

Need mass maintenance and upload or API interface.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We are glad that you like the functionality and have forwarded your feedback on the heavy administration on to our internal teams so we can continue to improve the solution. Thank you for your feedback and being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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Amanda M.

Great product and great relationship with Aspect!

2017-05-07

This tool helps us to run our operation and to manage employee time with ease.

Pros

Schedule management, forecasting and tracking.

Cons

Would like to see more out of the box reporting or ability to create additional reporting easily within the tool

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear such good feedback from Athene. We have forwarded all of your comments on to our internal teams so that we can continually improve our solutions. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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Anonymous
A verified reviewer

Great system. Helps us accomplish WFM tasks quickly & easily.

2018-04-25

Pros

Simple real Time management options.

Cons

Can't add custom formulas to IDPs that use data that is already existing in the database.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management and for the high marks! We are pleased to hear that you are happy with the solution, and also appreciate your feedback on the complexity of multi-channel. We will forward all of your input on to our internal teams for review so we can continue to improve our solutions. -The Aspect Team

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Joyce B.

our main workforce management tool

2017-05-08

customer care reporting, analytics, performance management

Pros

the releases address items we've identified which keep making the product better.... Aspect is listening to it's customers

Cons

There is not much I do not like, but I'd have to say only knowing the pieces that I use when it has so much more to offer, but I have so little time to explore.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We love the high marks and are so happy that you feel we are listening to our customers. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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Sohni A.

Good software to use when you don't have a better software to use

2017-11-27

Pros

Good features in terms of real time management, Functionality in finding root cause problems and reporting issues

Cons

Not good Value for money Only good for manual pattern tracking Needs to be more efficient

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our product development teams. -Aspect Software

Read more
neha v.

A good workforce management software

2018-10-04

Overall I was satisfied with the usage of this software

Pros

It exposes APIs and Web Services for easy integration

Cons

Performance needs to be further optimized.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Neha, thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and will forward it on to our product teams to review. -Aspect Software

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Rodolph C.

Management

2019-12-16

A greate tool on-line, to have were we can track and set up all kind of the employees information

Pros

In my organitation, we didn't have any way to know if we were working or not, this tool have help the management team to know the production of the employees

Cons

Some times we have problemas to open some of the task that this tool , and when we see the reports theres no info about it

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Carlos A.

WFM has been an integral part of building our business.

2017-05-07

Staffing efficiencies Schedule optimization Web access to PTO for our staff Real time reporting for our management team

Pros

The ability to forecast and schedule efficiencies for our staff. IDPs provide a great snap shot of the day/interval.

Cons

The learning curve for new users can be a bit overwhelming. Reporting has also been a challenge for our admin team in the early stages.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Swaroop K.

Aspect WFM Review

2019-01-04

Tracking a live contact center and using the statistics has helped to increase the productivity of CC.

Pros

WFM has a very nice feature for Tracking and live Updates

Cons

The UI needs to be more improvised and fetching reports .

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Andrew S.

This software meets most of our WFM needs. Some limitations accom. union rules for scheduling.

2017-05-08

Scheduling notifications and automated reporting using autoruns save a lot of time.

Pros

The ability to increase self-service scheduling and customized reporting for our users.

Cons

Inflexibility with scheduling rules. We have complex union rules around agent rotation and seniority. We need to rotate scheduling requests by agent, not by schedule (e.g. we can't use the roster function)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that you love the interface are able to increase self-service scheduling. We appreciate your constructive feedback as well, and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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judy w.

challenging in a multi skill environment

2018-04-24

none, we only replaced our software because our old software was no longer supported

Pros

user friendly, multiple ways to access employee data, schedules, easy access, stable

Cons

IDP in a multi skill environment, everything is interconnected, can't delete groups that are no longer used. reports are weak

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Judy,
Thank you for reviewing Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams to review. Your Account Manager or one of our product experts should be in touch shortly to address your concerns and see where we can help.
-The Aspect Team

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Stefanie R.

The overall experience with the tool has been positive allowing us to support a virtual workforce.

2017-05-07

Forecasting and real time management of agents.

Pros

The system if very configurable and you are able to run rules against the business specific needs by various teams or work groups. System is robust from the backend of the tool. The system is very stable and runs with out issue on the WFM product. Being configurable adds to the complexity of the system, so this inherently lowers the ease of use of the product as rules have various touch points.

Cons

The ability to support a multichannel environment and run the scheduling of agents around the specific real time rules is in need of work and capabilities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thanks Stefanie for the positive and constructive feedback. We look forward to continuing to work with your team to implement WFM multi-channel functionality and our newest versions of Performance and Quality Management capabilities. -The Aspect Team

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Anonymous
A verified reviewer

The software

2018-04-24

Pros

The WFO UI is easy to navigate.

Cons

There are many useful canned reports, but more customizable reporting would be good.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for your review of Aspect Workforce Management and your high rating! We are pleased to hear that you like the tracking, reporting and UI. And we appreciate your feedback on the customization. Your input is important to us and we'll make sure to forward this on to our internal teams for review.
-The Aspect Team

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Shawn R.

I have worked with Aspect/TCS for 21 years and Love it, great updates/products

2017-05-08

Employee empowerment

Pros

The versatility and ease of use of the product, the service that I receive from the help desk, employees are super friendly

Cons

Aspect Learning is not very user friendly/understand it's going to be revamped :-) The adherence view using aux codes and the nightly AP report aren't easily able to be mirrored for reporting aux code adherence in a nightly feed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We love hearing from our long-time fans like you! We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Joseph M.

Been using WFM software for approx. 11 months now, and really starting to see what it can do!

2018-04-24

Pros

Scheduling with employee preferences.

Cons

Would like to see the interface abit more updated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Joseph,
Thank you for taking the time to review Aspect Workforce Management and for the high marks! We appreciate your feedback and will forward it on to our internal teams to review.
-The Aspect Team

Read more
Ye Y.

Choicest in class Workforce Management

2021-09-30

Alvaria eWFM is the best in class in my opinion.

Pros

A mobile app, Robust intraday performance analysis & reporting

Cons

I don't have any except the cost and support. it is an expensive solution.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Scott M.

I have worked with Aspect from implementation to system management

2017-05-08

We see an increase in schedule adherence and productivity.

Pros

This frees up time for the management team as well as the WFM team (I originally ran TCS).

Cons

Need better ability to update IDP's and or system reports in real time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We are happy that you find the solution easy to use and have seen an improvement in adherence and productivity. We appreciate your feedback and we have forwarded all of your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Jack C.

I use eWFM daily as well as my team. It is a great system to manage the agents and manage the day.

2017-05-08

The ability to monitor current performance and to predict future performance.

Pros

For the agents, it is a great system to track their schedule and with notification manager, we can let them know right away if we change their schedule due to business needs.

Cons

They run on current date and if they fail or are delayed, it will default to the next day so now you have to manually export the report.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We are so happy that it helps you more easily manage your agents. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Cory H.

I've used Aspect for Realtime, scheduling, forecasting, IDP, and vendor management.

2018-04-24

Pros

I've used it for reporting and Realtime, scheduling, forecasting, IDP, and vendor management of our agents.

Cons

It is difficult to get the data feeds from our BPO/Vendor partners.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Cory,
Thank you for your review of Aspect Workforce Management. We appreciate your feedback and will forward it on to our internal teams for review.
-The Aspect Team

Read more
Jose M.

good system, however running into some slowness when saving segments

2017-05-08

Pros

variety of functions, and applications, user friendly, another useful part is reporting, able to pull necessary information for better center performance

Cons

not easy to navigate, running into some challenges, on the tracking part, unable to save a segment within the same day frame, I believe in the past able to put all time within same day frame

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that you would likely recommend the product! We also appreciate your constructive feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Michelle G.

Amazing Product

2017-05-08

Massive return on my investment, happy employees, happier management, more time to do analysis versus data collecting.

Pros

The scalability and flexibility to manage any scenario that comes up. The look and feel is cutting edge!

Cons

Skill Group scheduling and limited forecasting. Wish there was more quick scenarios (all in one screen versus multiple tabs/multiple places).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We love hearing from Aspect power users and partners like you. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect partner - we truly value our relationship with you. -The Aspect Team

Read more
Tyson C.

Very useful

2019-07-31

Pros

I also like the self service and automation of OT and VTO.

Cons

Forecasting wizard and shift creation have some opportunities for improvement.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Steven T.

Easy to use and quick to implement

2017-05-08

Pros

I like the ability to use the forecasting module for Budget and staff forecasts. The ability to multi skill and see staffing numbers is impactful to my business

Cons

Real time management.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Kanika R.

I use this product for forecasting volumes. The product has some great features

2017-05-07

Pros

Ability to schedule reports and download them later is a great feature. Ability to normalize for holidays is great

Cons

I face a lot of delays in the system It would be great to have a database connection to national holidays across countries auto incorporated.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Workforce Management. We appreciate your positive and constructive feedback, and we have forwarded your comments on to our internal teams so we can continually improve. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Read more
Harsimran S.

Aspect workforce review

2019-01-01

Pros

Ability to add new workflow to run reports

Cons

User interface is not friendly and lack of data tables usage

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more