Aspect Workforce Management

Aspect Workforce Management

Por Aspect Software

¿Quién usa Aspect Workforce Management?

Centros de contacto con más de 150 agentes que desean administrar fácilmente su fuerza laboral a través de ubicaciones, canales y habilidades.

¿Qué es Aspect Workforce Management?

Aspect Workforce Management, una muy buena opción para centros de contacto con más de 150 agentes, pronostica con precisión los volúmenes de llamadas, programa de manera flexible los agentes en momentos específicos y realiza un seguimiento de la adhesión de los agentes en tiempo real. La interfaz de usuario gráfica moderna facilita el uso por parte de agentes, supervisores y personal de WFM. Los agentes pueden acceder de forma remota a su cronograma con notificaciones móviles y aplicaciones para teléfonos inteligentes. Los administradores pueden ejecutar potentes escenarios hipotéticos y recibir alertas cuando el desempeño esté fuera del umbral de tolerancia. Implementa de manera local, alojada o en la nube.

Información sobre Aspect Workforce Management

Aspect Software

http://www.aspect.com/

Fundada en 1973

Resumen de precios de Aspect Workforce Management

Aspect Workforce Management no está disponible en versión gratuita y no ofrece prueba gratis.

402915

Versión gratuita

No

Prueba gratis

No

Implementación

Instalado: Mac

En la nube, SaaS, web

Instalado: Windows

Móvil: nativo de iOS

Móvil: nativo de Android

Formación

En persona

En vivo en línea

Seminarios web

Documentación

Asistencia

En horario ininterrumpido (atiende un representante)

Horas laborables

En línea

Funciones de Aspect Workforce Management

Software de gestión de personal
Gestión de selección de personal
Gestión de subcontratistas
Gestión de tiempo y asistencia
Gestión del ciclo de vida de empleados
Mano de obra variable
Métricas de rendimiento
Planificación de personal
Presupuestos/previsiones
Previsión de trabajo
Seguimiento de competencias

Opiniones de Aspect Workforce Management

Mostrando 5 de 232 opiniones

En general
4.2/5
Facilidad de uso
3.9/5
Atención al cliente
3.9/5
Funcionalidades
4/5
Relación calidad-precio
3.8/5
Ellen R.
WFM Analyst
Externalización/deslocalización, 10,001+ empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    5/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    Sin valoración
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 4/1/2019

"Excellent Work Force Manegement tool"

Comentarios: I have had very good experiences with this product overall. Support when needed, the sheer customization, the overall feel of the program, the time it saves me for various tasks in maximizing my workload each day.

Puntos a favor: 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

Contras: 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.

Respuesta de proveedores

por Aspect Software el 7/1/2019

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

  • Fuente de la reseña 
  • Publicado el 4/1/2019
Abad O.
Analyst
Aerolíneas/aviación, 10,001+ empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    4/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    3/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    9/10
  • Fuente de la reseña 
  • Publicado el 30/7/2019

"Great Product, Some improvements needed"

Comentarios: Overall it has been a positive experience.

Puntos a favor: The program is easy to use and flexible to customize in house and problem solve.

Contras: There are some items and limitations with the difference between the mobile workforce and the desktop version that are currently now starting to align but need to better align. Also the processing power of processing thousands of requests seem to cause lots of latency and almost brings the tool to a hault.

  • Fuente de la reseña 
  • Publicado el 30/7/2019
Thomas C.
WFM SysAdmin
Ha utilizado el software durante: Más de dos años
  • Valoración global
    3/5
  • Facilidad de uso
    2/5
  • Características y funcionalidades
    3/5
  • Asistencia técnica
    4/5
  • Relación calidad-precio
    3/5
  • Probabilidad de recomendación
    5/10
  • Fuente de la reseña 
  • Publicado el 8/5/2017

"Large suite, lots of possibilities"

Comentarios: Automation at several levels.. but always looking for more.

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

Contras: 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.

Respuesta de proveedores

por Aspect Software el 2/6/2017

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

  • Fuente de la reseña 
  • Publicado el 8/5/2017
Stefanie R.
Sr. Analysts, Applications & Technology Support
Aerolíneas/aviación, 10,001+ empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    4/5
  • Facilidad de uso
    3/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    3/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    7/10
  • Fuente de la reseña 
  • Publicado el 7/5/2017

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

Comentarios: Configurable, robust, and integrated tool with Performance Management and Quality Management. Forecasting and real time management of agents.

Puntos a favor: 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.

Contras: 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.

Respuesta de proveedores

por Aspect Software el 14/6/2017

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

  • Fuente de la reseña 
  • Publicado el 7/5/2017
Elvira M.
Senior Specialist
Banca, 201-500 empleados
Ha utilizado el software durante: 6-12 meses
  • Valoración global
    4/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    4/5
  • Relación calidad-precio
    5/5
  • Probabilidad de recomendación
    8/10
  • Fuente de la reseña 
  • Publicado el 22/9/2018

"Efficient tool for consumer engagement and workforce optimization"

Puntos a favor: 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.

Contras: 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.

Respuesta de proveedores

por Aspect Software el 24/9/2018

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

  • Fuente de la reseña 
  • Publicado el 22/9/2018