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Aspect Workforce Optimization description
Aspect Workforce Optimization is a suite of tools designed to help you manage and improve your customer service team. It offers features like workforce forecasting and scheduling, quality management through call recording and analysis, and performance tracking to help improve agent productivity. This solution is best suited for medium to large contact centers aiming to streamline their operations and enhance customer satisfaction.
Who is Aspect Workforce Optimization best for
Aspect Workforce Optimization helps medium to large contact centers enhance agent productivity and customer satisfaction. It offers workforce forecasting, scheduling, quality management, and performance tracking. Users praise the comprehensive scheduling, real-time adherence tracking, and detailed reporting. However, some users have reported slow performance and limited customization options.
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Best fit for medium to large contact centers.
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Ideal for Retail, Hospitality, Transportation, Logistics, Media, Entertainment, Software, IT, Telecommunications, Legal, Marketing, and Professional Services.
Aspect Workforce Optimization reviews
We've summarised 273 Aspect Workforce Optimization reviews (Aspect Workforce Optimization G2 reviews) and summarised the main points below.
- Comprehensive scheduling and forecasting features are highly praised.
- Real-time adherence tracking and intraday management tools are valuable.
- Detailed reporting capabilities provide valuable insights.
- User-friendly interface in newer versions (WFO).
- Mobile app provides convenient access to schedules and requests.
- Slow performance and system crashes are frequently reported.
- Limited customization options, especially for reporting and integrations.
- Dated user interface, particularly in older versions.
- Complex setup and configuration process can be challenging for new users.
- Support response times and quality can be inconsistent
Aspect Workforce Optimization alternatives
Microsoft Power PlatformBetter for data analysis and process automation. Easier to use, and integrates with Microsoft products. More momentum as a Microsoft Power Platform alternative. Less suited to large enterprises, not focused on contact centers.Read more
Microsoft 365 E5 ComplianceBetter for compliance and data governance. More suitable for larger enterprises, particularly those in regulated industries. Easier to use but more complex to implement. Has more momentum but pricier.Read more
ComplianceBetter for compliance and data governance. More suitable for businesses of all sizes, especially enterprises. Has faster website traffic growth. Easier to use, more reliable and performant, but harder to implement and less scalable. Negative pricing sentiment.Read more
Genesys Cloud EXBetter suited for enterprise-level businesses. Lacks specific industry fit information. Fewer user reviews and no user feedback available.Read more
Microsoft Azure DevOpsBetter fit for software development teams. More integrations with Microsoft products. Has growing website traffic momentum. Easier to implement and use. More scalable. Negative pricing sentiment.Read more
SAP Customer Data SolutionsBetter for creating a single customer view. More suitable for companies in manufacturing, consumer goods, or education. Implementation can be more difficult. SAP Customer Data Solutions is a strong Aspect Workforce Optimization competitor for marketing and customer data management.Read more
Aspect Workforce Optimization FAQ
What is Aspect Workforce Optimization and what does Aspect Workforce Optimization do?
Aspect Workforce Optimization is a software suite that streamlines contact center operations. It provides tools for workforce forecasting, scheduling, quality management, and performance tracking, ultimately boosting agent productivity and customer satisfaction. It's ideal for medium to large contact centers.
How does Aspect Workforce Optimization integrate with other tools?
Aspect Workforce Optimization integrates with other systems through APIs. It offers limited customization options for integrations, which can be a drawback for some users. However, real-time adherence tracking and intraday management tools are valuable features.
What the main competitors of Aspect Workforce Optimization?
Top alternatives to Aspect Workforce Optimization include Genesys Cloud EX, a robust platform known for its comprehensive features and scalability. Other competitors like Microsoft Power Platform offer versatile tools for data analysis and automation. Consider SAP Customer Data Solutions for a focused approach to managing customer data.
Is Aspect Workforce Optimization legit?
Aspect Workforce Optimization is a legitimate software solution. User reviews on platforms like G2 and Glassdoor suggest that it is safe and functional, although some users have reported performance issues and a complex setup process. Consider exploring user reviews for more specific feedback on the software's safety and legitimacy.
How much does Aspect Workforce Optimization cost?
I cannot find pricing details for Aspect Workforce Optimization. Contact Aspect directly for product pricing and determine if the product's features are worth the cost.
Is Aspect Workforce Optimization customer service good?
Aspect Workforce Optimization's customer service receives mixed reviews. While some users appreciate the knowledgeable support staff and their familiarity with client businesses, others report slow response times and difficulties in resolving complex issues. A more consistent and proactive support approach could greatly benefit users.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.