Aspect Quality Management Pricing, Features, Reviews & Alternatives

Aspect Quality Management

Call quality monitoring & management for call centers

4.4/5 (15 reviews)

Aspect Quality Management overview

What is Aspect Quality Management?

Aspect Quality Management software enables contact center managers to monitor and measure the performance of individual agents through key performance indicators (KPIs), identify customer experience issues, and track overall business performance. Users can evaluate customer interactions from the perspective of a supervisor, agent, and customer, sample calls using built-in speech analytics, and perform ad hoc searches using keywords and phrases.

Aspect Quality Management provides call centers with call recording capabilities for monitoring agent audio and screen interactions in real time. The system calibrates agent quality scores for consistency and fairness, and automates the quality process with advanced analytics. Users can also integrate performance management tools for full coaching workflows and balanced scorecards. Users are able to playback all recorded interactions via the variance page, and view variance across evaluations at both form and question level. Calibration results can also be exported to Excel for deeper analysis.

Contact center managers can automate the entire quality process with Aspect Quality Management’s built-in speech analytics technology which enables users to sample 100% of calls, and automatically categorizes all calls to help users keep tabs on what is happening across the business. Users are able to create objective baselines for calibration, as well as perform ad hoc searches on interactions by entering keywords or phrases. All recorded interactions can be listened to directly within the Aspect Quality Management evaluation interface.
www.aspect.com

Pricing

Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
Aspect Quality Management screenshot

Aspect Quality Management user reviews

Excellent
8

Very good
6

Average
0
Poor
1

Terrible
0
Value for money
Features
Ease of use
Customer support
  4.2
  4.3
  4.4
  3.8
Elias Alirio M.

Great visual for schedules

Used daily for 1-2 years
Reviewed 2019-07-29
Review Source: Capterra

I like this product since it helps people keep track of their activities.

Pros
I like that segments for different activities in the day can be color coded so they are easily recognizable by people. I also find the fact that memos can be included in the segments very useful since this can tell workers what they need to do when they do not have access to emails for security reasons making communication overall extremely easy.

Cons
The only issue that I have encountered is that at times when people input the wrong password to access their schedule, it blocks them from accessing. This has required in my experience that they close their browser, which can make the whole start of the shift complicated to some of them. If employees use web based software in the browser they opened it in, they may need to reopen the whole thing.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Robert G.

Good experience, its a flagship product for qualithy management

Used daily for 2+ years
Reviewed 2018-04-25
Review Source: Capterra

Pros
The UI is very intiuitive and easy to use, They have a solid product; however it's very difficult to get customer issues resolved. They pay well, however they are very difficult to deal with on actually getting paid your bonus, you have to fight with them on every metric to prove you accomplished it. It's a technology company owned by venture capitalists." We always fair in treatment - they were very understanding when I was let go and had a great severance package" The incredible amount of knowlegde and training I have obtained. I have had an opportunity to work at the largest banks in the world and have them listen to what I have to say at the age of 33. Multiple campuses to support and worked there during a complete cutover of networking, great challenge

Cons
Some of the integration from the on premise solution to the hosted/cloud needs some work with some of the other integration points (i.e. zipwire, and AQM classic ) needs to sundown the classic so you as a customer dont have ton continue to manage two systems.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Allison C.

The Aspect Quality Management tool has been quite disappointing since moving to the cloud. Not good.

Used daily for 6-12 months
Reviewed 2017-06-07
Review Source: Capterra

Pros
I like the ease of use, and how user-friendly it is to create searches, play call recordings, and score calls.

Cons
The fact that since we have moved to the cloud we do not have the ability to play screen recordings in AQM is very disappointing. AQM has been our primary Quality Monitoring tool, and now it does not work for our needs. I am glad that we have WFO, but I still think AQM should carry the same functionality.

Response from Aspect Software


Thank you for your review of Aspect Quality Management. We are sorry to hear that you are not satisfied with the product. We have forwarded your comments to our internal teams and will have your Account Team reach out ASAP to see how we can better serve you. Thank you for the feedback. We really appreciate it so that we can continually improve our solutions. -The Aspect Team

Rating breakdown

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Ease of use
Features
Customer support

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Allison C.

Easy to use, everything in one place, great layout.

Used daily for 2+ years
Reviewed 2018-05-10
Review Source: Capterra

Pros
I enjoy the ease of maneuvering around the application. The layout is great, both aesthetically and functionally.

Cons
The 30 minute timeout, regardless of whether you're active or not, is incredibly inconvenient. I have, on multiple occasions, been in the middle of creating a template when I get kicked out, and then I have to start all over. This is very frustrating, and it doesn't make much sense to have a tool that works this way.

Response from Aspect Software


Allison, thank you for taking the time to review Aspect Quality Management and for the high ratings! We are pleased to hear that you like the layout and ease of use. We appreciate your input on the time out issue as well. The good news is that it looks to be a configurable setting. Our QM product manager will be reaching out to you to discuss shortly. Thank you again for input, we really appreciate it. -The Aspect Team

Rating breakdown

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Ease of use
Features
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Gerald S.

Aspect

Used daily for 1-2 years
Reviewed 2018-12-05
Review Source: Capterra

More than welcome with the improvements shown lately.

Pros
It has brought great enhancements, specially for those working in a contact center environment, simplifying a lot of data in a few seconds, provides accurate data in terms of retrieving staffing, call volume, and trends, this tool is key for businesses successful since it brings everything summarized in this tool , additionally reports taken from the tool guarantee profitability as well when it comes to present scenarios and variability to clients.

Cons
As technology moves forwards, few of the things to be changed will be the view, not all, but certain clients are more visual to either get or give data, working on view in the tool will definitely bring more satisfaction to users.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Aspect Quality Management pricing

Contact Aspect Software for detailed pricing information.

Aspect Quality Management features

Activity Dashboard
Alerts/Notifications
Call Monitoring
Call Recording

API (302 other apps)
Access Controls/Permissions (188 other apps)
Call Routing (177 other apps)
Chat/Messaging (221 other apps)
Collaboration Tools (166 other apps)
Communication Management (203 other apps)
Contact Management (236 other apps)
Customizable Branding (160 other apps)
Data Import/Export (166 other apps)
Live Chat (193 other apps)
Mobile Access (230 other apps)
Real-Time Chat (147 other apps)
Reporting & Statistics (239 other apps)
Reporting/Analytics (320 other apps)
Third Party Integrations (279 other apps)
Video Conferencing (183 other apps)

Additional information for Aspect Quality Management

Benefits

Aspect Quality Management's highly simplified, web-based graphical user interface supports all major browsers.

Built-in speech analytics allow users to sample 100% of calls and automatically categorizes them to help users stay on top of what is happening within business.

Listen to recorded interactions directly from within Aspect Quality Management's evaluations interface.

Monitor each individual agents’ audio and screen interactions in real time and calibrate quality scores for consistency and perceived fairness.

Track the contact center's overall performance including success of first-call resolution, post-call measures of customer satisfaction, and more.