Aspect Workforce Review
OUR SCORE 87%
- What is Aspect Workforce
- Product Quality Score
- Main Features
- List of Benefits
- Technical Specifications
- Available Integrations
- Customer Support
- Pricing Plans
- Other Popular Software Reviews
What is Aspect Workforce ?
Aspect Workforce is a reliable employee management software built for midsized organizations. It is a robust solution that includes quality, workforce, and performance features to streamline the management of contact centers. The platform enables supervisors, agents, and contact center managers to effectively manage the available staff resources to deliver exceptional service without compromising productivity. Besides, Aspect Workforce includes a powerful forecasting feature architected to help managers determine the effect of altering staff, budget or service demand. It enables agents to easily manage their vacations, shifts, and time-offs. Overall, Aspect Workforce boosts the morale of agents, increases mobility, and improves their productivity. Some of its main features include strategic planning, web-based GUI, shift templates, custom schedule reports, multichannel communications, employee scheduling, supervisor/agent self-service, and mobile workforce support.Product Quality Score
Aspect Workforce features
Main features of Aspect Workforce are:
- Multi-Channel Communication
- Employee Scheduling
- Self-service staff scheduling
- Strategic Planning
- Historical Pattern Updates
- Multi-Channel Simulator
- Shift Templates
- Unlimited “What-If” Scenarios
- Workforce Analytics
- Custom Schedule Reports
- Staff Resource Forecasting
- Mobile Workforce Control
- Agents/supervisor self-service
- Workforce Mobile Support
- Adherence Monitoring
- Web-Based GUI Access
Aspect Workforce Benefits
The main benefits of Aspect Workforce are its easy to manage schedules, manage staff resources with ease, and improve productivity. Here are more details:
Manage Schedules
Aspect Workforce is designed with Millennials in mind. The solution provides robust schedule management features that enable modern contact center agents to balance their work with personal life. With the application, agents can easily view and modify their schedules anywhere, anytime. Besides, agents can set the desired schedules using the rich set of preferences which include shift length, hours/week, days per week, stop/start times, and lunchtime preferences.
Manage Staff Resources with Ease
In addition, Aspect Workforce is designed to help contact center managers balance staff resources with the service demand. The software ensures that the contact center has enough agents to handle the available work under different scenarios. Even when there is an increase in the volume of calls, offline activities, or interruption of the workforce due to training, Aspect Workforce ensures the desired targets are achieved. What is best is that the solution comes with a capability to forecast workforce demands thanks to the reliable “what if” scenarios.
Improve Productivity
Better still, Aspect Workforce features an automatic shrinkage calculation tool. The shrinkage tool makes it easy to compute the amount of time lost due to offline activities such as callbacks, bathroom breaks, training, or meetings. It enables contact center managers to calculate the number of agents required to efficiently handle calls, even when interruptions occur. This coupled with other productivity tools, increases the productivity of the agents in the call center.
Technical Specifications
Devices Supported
- Web-based
- iOS
- Android
- Desktop
Customer types
- Small business
- Medium business
- Enterprise
Support Types
- Phone
- Online
Aspect Workforce Integrations
The following Aspect Workforce integrations are currently offered by the vendor:
- Aspect Zipwire
- Bright Pattern
Video
Customer Support
Pricing Plans
Aspect Workforce pricing is available in the following plans:
