Alvaria Workforce Features

I like the scheduling. And I like the IDP's and that I can build multiple IDP scenarios. I also like that I can configure the superstates. And I like that I can create multiple schedule scenarios.

querying the database. It is really hard to query the database. It would be helpful if there was online training or some kind of training or a class or an online class. Or even if someone from Aspect could come in a help.

Thank you for taking the time to review Aspect Workforce Management. We appreciate your feedback on querying the database and training, and we have forwarded all of your comments on to our internal teams so that we can better serve you. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team Added note: our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities. Check it out when you have time!

When a person does not have a math degree this product works very well. I have enjoyed forecasting with the software. I would say these three things that I like most about the software: ease of use, ability to pull data to excel, and finally the ability to tell the story through data.

Customer service need attention and while the customized service option just create confusion when we also pay for training. We just need one person who can help us solve our problem.

- Ease of use / user friendly - Regular updates - Many functions that other software lacks (copy and paste functionality for example) - Easily export data in multiple formats

- A little dated in comparison with some other software I have used - Automatic log outs

Thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that you like the ease of use and would recommend the tool to anyone. In response to the software being dated, you might not be on the latest version. In 2016 we dramatically updated the interface and many customers really like it. You can see what that looks like here: https://www.aspect.com/solutions/workforce-optimization/workforce-management-software. Thanks again for your feedback. We will forward it on internally for review. -The Aspect Team

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.

Some of the auto run parameters. I would like the ability to start multiple auto runs (10-12) at a time and let them run. I would also like to choose a tracking date for auto runs. 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.

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

Very customizable for our crazy union/labor rules. I like that there are many ways to get to the same outcome. I learn something new every day with this product. -----------------------------------

Documentation is very poor. It takes a lot of hunting around to figure out issues. ------------------------------------------------------------------

Thank you for taking the time to review Aspect Workforce Management. We are happy that you find the tool robust that works well for your union rules. And we have taken note on your feedback on documentation. We appreciate your feedback and we have forwarded your all comments on to our internal teams so that we can better support you.. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team Added note: our Active Learning portal has recently undergone enhancements for easier navigation and improved search capabilities. If you haven't tried it yet, check it out!

I like the workforce real time tracking that his available. It is very useful when tracking attendance. It gives a clear picture that help eliminate the debate with associate dispute because the software is very accurate and precise. I also like the scheduling piece especially when updating multiple agents at once. For the most part the system is very user friendly.

What I least like about the system may not be an aspect issue but trying to get clear concise instruction on how to set up to insure that the intra day data that is being used is correct.

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

The integration of forecasting and real time data into one software that allows me to schedule 100s of employees ensuring we are meeting our client requirements.

Although contacting customer support always results in a positive experience, the help files themselves in the program do nothing more than describe sections of the software without explaining how they could be used practically.

Thank you for the detailed review of Aspect Workforce Management! We appreciate your feedback and will forward it on internally. -The Aspect Team

Staffing and scheduling and that we have this integrated throughout. The fact that we can run all our contacts through the system is a great feature

Forecasting is outdated. It's not as accurate as it used to be and the Erlang C model is the way of the past. Alternative forecasting models would be better

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

Schedule management, forecasting and tracking. My team is able to administer the tool easily after training and easily train end users as well. The benefits of the tool are outstanding for capacity planning!

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

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

Lots of options, fairly easy navigation. WFM features being added make forecasting and scheduling more effective. I like the improved optimizer options for meetings, breaks, and project time off.

Employee user and Regular user interface. Too complicated. Not the same screens as Empower. Users are not able to navigate between viewing schedules in WFO and adding exceptions. No memorization with the movement of columns and filters.

Oonagh, Thank you for your review of Aspect Workforce Management. We are pleased to hear that you find the solution useful and efficient, and also appreciate your feedback on the user interface. Your input will be forwarded on to our internal teams to review so that we can continue to improve our solutions. -The Aspect Team

The new meeting opts tool to quickly schedule agents and meetings. The being able to use the cross reference feature is cool. Once you set something up its like a web try to figure out use a forecast of routing set is use etc...

Being able to forecast data with having a 5 year gap. Also the WFO piece is looking more web base and it very hard to use. The not having a arrow to flow in the software not very user friendly.

Thank you for taking the time to review Aspect Workforce Management and for the high marks! We are happy to hear that you can quickly schedule agents, and appreciate your constructive feedback on ease of use as well. Your input will be forwarded to our internal teams so we can continue to improve our solutions. -The Aspect Team

Really powerful in creating forecasts for volume, ATT, shrinkage, and schedules for our various phone teams.

Feels like it is software in the past, yester-year. We are in 2017 and need to have the power of the call forecasting, schedule, time-off management, etc. for the numerous ways our Customers contact us. Along with bringing that level of flexibility to our employees.

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. It sounds like you may be upgrading later this year which will provide you with the latest features and functionality, plus a modern user interface. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

All the offerings in functions and features. I am really liking the Back Office and Multi-Channel features. The ability to have single and multi-skill. We can do so much!

When WFO had the last release to 8.1 not all features and screens remained. Then with 8.2 it still didn't come back. We want it back!

Tina - thank you for taking the time to review Aspect Workforce Management and the high rating! We are so pleased to hear that you like the back office, multi-channel and multi-skill features. We also appreciate your feedback on the features needed in the latest version. Your input will be forwarded to our internal teams so we can continue to improve the solution and hopefully get you the features you need. -The Aspect Team

I do believe that the call forecasting tools are extremely beneficial to the call center environment.

I believe that some of the formulas could be a little more easily customizable. I wish there was a capability to design a call queue with a queue for schedule purposes.

Thank you for taking the time to review Aspect Workforce Management. We are thrilled to hear that the forecasting tools are extremely beneficial to your call center, and \we appreciate your constructive feedback as well. Your comments have been forwarded 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

The ability to maneuver between functions is very easy. Also from a training standpoint, it is one of the easiest systems to train new users on.

Reporting options could have more flexibility. Like to have more updaters. Having multiple processes hitting one updater can be an issue.

Robert - thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that you've had an overall good experience with the product, and that it is one of the easiest systems to train new users on. We also appreciate your feedback on reporting and updates. We'll forward all of your feedback on to our internal teams to review so we can continue to improve our solutions. -The Aspect Team

I like that the software allows you to configure it to your business needs. I like that ability to save views. This allows for timesaving daily navigation.

I would like to see a more dynamic view for permission groups. Potentially a way to view reporting to determine where checkmarks may have been missed when granting permissions to users.

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

The product as so many great features as the Forecasting piece is outstanding, creating schedules, managing intraday, manage shrinkage, and tracking performance.

I have used Aspect WFM for long time when I was with other companies they are the best.

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.

The architecture is older, reporting capabilities need upgrading. 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. Would like to see additional roles available to allow access to different parts of the system instead of being held to 3 basic categories. Integrations and support of the various products are often supported by different groups and cross knowledge when needing support of the tools can be a challenge.

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

The thing I like most about the software is that you can pretty much do anything you want with data to find any root cause or reporting issues. Also I enjoy the user interface and that Aspect tries to find ways to make things easier for the user. Overall the company I work with is built off of having good data and that is what I value most from Aspect. Finally I find Aspect's customer (associate) obsession to be far in superior to many other WFM clients. They try to make things not only better for reporting but also on the end user of the product (customer associate representative). They find ways to improve visibility, use, and functionality to this part of the WFM users.

The thing I like least about the software is having the flexibility to make any adjustments onsite or having not strong enough support to support the company I work for. Although Aspect has a great interface I'd like to see them expand on their customer support and ways for users to learn. Although the forums and online trainings are helpful I'd like to see more ways for the users to gain more knowledge in the different tools and communication channels that Aspect has.

I find most of the Workforce Management features intuitive and easy to navigate. I rely on the Help file to refresh my memory on certain definitions or functions, and most of the time it is very helpful and beneficial and gives clear explanations. There are a handful of areas that are lacking in clear definition, but they are not commonly used so it's not a huge issue. The onsite support and training from Aspect consultants is extremely helpful, as every consultant is easily able to understand our struggles and business practices.

Not directly about the software, but my company has experienced some customer service woes when issues or concerns are reported to Aspect, in terms of the speed of response and sense of urgency to resolve. Our concerns have been voiced loudly enough though that the concerns are being addressed and mitigated now, so I am optimistic about the future.

Shannon - thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed positive and constructive feedback and will make sure to forward it on to our internal teams so we can continue to improve how we serve customers. Thanks again! -The Aspect Team

I like that it provides a system of record for schedule management, measuring forecast accuracy, and exporting valuable data on our contact center.

I wish the forecasting wizard was more robust. Our industry is heavily influenced by weather and we have not been successful using the forecast wizard for the "art" portion of a forecast. We will soon be launching multi-channel and we have heard a lot of things about multi-channel performance not working very well for forecasting, Aspect is having a hard time pairing us with one of their Customers who is successfully using it in that way.

Thank you for taking the time to review Aspect Workforce Management. We are pleased to hear that the tool is helping you with schedule management and accessing valuable data in your contact center. We also appreciate your feedback on the forecasting specifically for weather changes as well as multi-channel. We will forward your input on to our internal teams and will circle back with a more detailed response. Feel free to reach out to me directly if you'd like me to put you in touch with one of our product or implementation experts. -Shelley Hofman, Aspect Software, shelley.hofman@aspect.com.

good for manual pattern tracking, fast schedule generation, great for simple break optimization if you IDPs have been keep up-to-date.

We have a ton of groups that need to be maintained. There are still lots of opportunities for increasing efficiency within the software. When I need to do something.. I need to do it for dozens or hundreds of groups.. for dozen's or hundreds of times. This is software... Help us eliminate some more of the tedious work.

Thank you for taking the time to review Aspect Workforce Management. We are glad to hear that you like the fast schedule generation and simple break optimziation, and are sorry that maintaining your groups has not been an easy process. We appreciate your feedback and we have forwarded your comments on to our internal teams. Your account manager should be in touch soon regarding how we can make your experience with our solutions better. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

The software is easy to use, and is very customizable. There is a lot of support when needed. I've used other products before and prefer this software over others because of the multifaceted capabilities of this program

I want to give cons for a much balanced review, however I find it difficult to find anything I dislike about the program. It is so customizable, that if I were to say I didn't prefer the colors, I can customize those too! When I switched over from other programs, Aspect Workforce Management program saved me so much time, and is very easy to use. Tons of time was saved in my workload.

Thank you for taking the time to review Aspect Workforce Management. We appreciate the detailed feedback and the high marks! -The Aspect Team

I think forecasting feature is my most liked feature in Aspect. It saves time and gives the opportunity to react business needs very quickly. Aspect Workforce Management is essential platform for all kind of businesses. In order to be successful in the market you need to make sales and of course for high sales you need many customers. In orders to gain many customers the key factor is customer satisfaction. Aspect Workforce Management helps businesses to reach high customer satisfaction with less effort. Aspect gains it with a lot of rich features and smart predictions.

What I dislike is speed problem on Aspect servers. It is not permanent problem but sometimes you can observe overloading and as a result response rate of running tasks slows down due to high volume of requests to server.

Elvira, thank you for taking the time to review Aspect Workforce Management and the high rating! We are so glad you like the forecasting and that it helps you to reach high customer service with less effort. We also appreciate your feedback on the speed of the system which could be due to WFM or due other network constraints as well. We appreciate the feedback and will forward it on to our product team. -Aspect Software