Aspect Quality Management Features

Aspect Quality Management

Call quality monitoring & management for call centers

4.4/5 (15 reviews)

Aspect Quality Management Feature Summary

  • Recording bookmarking
  • Scheduled recording
  • Archiving
  • Screen activity recording
  • Event triggered recording
  • Quality evaluation
  • Automated analytics
  • Integrate performance management tools
  • Coaching workflows
  • QA calibration
  • View variance among evaluations at form and question level
  • Playback interactions from the variance page
  • Create multiple calibration events
  • Email notifications
  • Automatically categorize calls
  • Speech analytics technology
  • Create an objective baseline for calibration
  • Enable ad hoc search on interactions
  • Listen to recorded interactions
  • Responsive web design supports all major browsers
  • Key performance indicators (KPIs)
  • Dashboards
  • Assess hold time and average call handling time
  • Custom reporting on specific business goals

Competitor Feature Comparison

Activity Dashboard
Ad hoc Query
Archiving & Retention
Automatic Notifications
Call Center Management
Call Monitoring
Call Recording
Call Reporting
Call Tracking
Categorization
Customer Service Analytics
Email Notifications
Monitoring
Performance Appraisal
Performance Management
Performance Reports
Quality Assurance
Real Time Data
Real Time Monitoring
Video Call Recording
Visual Analytics
Workflow Management
Learn moreCompare App
Activity Dashboard
Ad hoc Query
Archiving & Retention
Automatic Notifications
Call Center Management
Call Monitoring
Call Recording
Call Reporting
Call Tracking
Categorization
Customer Service Analytics
Email Notifications
Monitoring
Performance Appraisal
Performance Management
Performance Reports
Quality Assurance
Real Time Data
Real Time Monitoring
Video Call Recording
Visual Analytics
Workflow Management
Visit WebsiteCompare App
Activity Dashboard
Ad hoc Query
Archiving & Retention
Automatic Notifications
Call Center Management
Call Monitoring
Call Recording
Call Reporting
Call Tracking
Categorization
Customer Service Analytics
Email Notifications
Monitoring
Performance Appraisal
Performance Management
Performance Reports
Quality Assurance
Real Time Data
Real Time Monitoring
Video Call Recording
Visual Analytics
Workflow Management
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Aspect Quality Management Feature Reviews

13 reviewers had the following to say about Aspect Quality Management's features:

Allison Corley

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

2017-06-07

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

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

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Steve Bluhm

Comprehensive recording/scoring system for contact center quality management

2018-04-25

Accurate call recordings and great search capabilities.

Pros

The search and filter capabilities are very good to find the calls you are you looking for in order to review quickly

Cons

Performance across a company network can be slow with larger recordings. Upgrade process is expensive and cumbersome.

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


Steve - thank you for taking the time to review Aspect Quality Management and for the high marks! We are pleased to hear that you like the comprehensive recording and scoring as well as the search and filter capabilities. We also appreciate your feedback on the upgrade process. We will make sure to forward you input on to our internal teams to review. -The Aspect Team

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charles opiyo

helps improve performance

2019-04-30

it is a good system anyway

Pros

every time I go for coaching with my supervisor and I listen to my recorded calls, it gives me a chance to improve.

Cons

Sometimes my team leader tells me some calls have not been recorded or are recorded with poor voice quality

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
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Loyce Namulondo

AQM

2019-05-21

It works for me. Even when i am off work, i can always check in when i get back to get the different interactions.

Pros

Ability to monitor real time activity of employees.

Cons

Some times the screen capture functionality does not work, only recording audio sound.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Gerald Salazar

Aspect

2018-12-05

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Brandon Grigsby

Aspect's Quality Management products have been vital to our quality control.

2017-06-07

Ease of use, accessibility to calls, and reliability.

Pros

It's easy to use, intuitive, and reliable.

Cons

I would like to see user administration out of the new WFO quality. It's currently the only reason our administrators need to access the AQM Legacy site. I'm sure Aspect is working on fully transitioning this over.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Thank you for taking the time to review Aspect Quality Management. We are glad that you are finding it easy to use and that it's vital to your quality control. We appreciate your feedback and we have forwarded your comments on to our internal teams to review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

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Sandra Ashaba

Serves the role

2019-05-30

Keeping tabs on quality by listening in to recorded calls stored in AQM, it is very handy

Pros

AQM captures calls and has enough capacity to store as far back as a year, calls are clear when played and features are easy to find

Cons

sometimes the calls will refuse to play and the error responses are not friendly to users, a specialist has to be the resolver

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
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Janelle Hernandez

Increase my productivity . Better reportering. Increase the number of monitoring.

2017-05-09

Pros

Reports and formats are most friendly.

Cons

Initial reporting not functioning correctly...

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
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Shiva Gorthi

The product works however the upstream systems make it less functional and useful

2018-04-25

Pros

The quality management team likes the ability to score and share the details with the agents and supervisors.

Cons

AS I mentioned above, upstream system's inability to send the metadata in an efficient manner basically reduces the tool's capabilities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Aspect Software


Shiva - thank you for taking the time to review Aspect Quality Management. We are pleased to hear that the scoring feature is user friendly, and also appreciate the feedback on the upstream systems. Your input will be forwarded on to our internal teams for review and a product expert will likely reach out to you to follow up. Thanks again for taking the time to share your thoughts. -The Aspect Team

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Elias Alirio Moran Saget

Great visual for schedules

2019-07-29

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.

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Isaac Kanalo

Quality and record keeping as easy as 123...

2019-04-17

With Aspect quality management it is easy to find out what kind of service was offered to client and find ways of making the experience even better.

Pros

I use it to keep logs of each and every conversation/ interaction between my staff and clients at all times. Comes in handy in gap identification and coaching

Cons

It does not capture 100% of all interactions

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
Read more
Robert Glover

Good experience, its a flagship product for qualithy management

2018-04-25

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.

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

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Allison Corley

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

2018-05-10

Pros

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

Cons

This is very frustrating, and it doesn't make much sense to have a tool that works this way.

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


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

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