Über Alvaria Workforce
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Alvaria Workforce Erfahrungen
Funktionsbewertung
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
I primarily use it to review forecast vs. actual and make staffing decisions such as opening...
functionality for the forecaster, planner, scheduler, operations and down to the call center employees
Vorteile
What I like about the software is that it is Customizable as departments change or organizational structure changes.
Nachteile
Seems like it could be simplified since it seems like it has an aged look and feel to it (core product).
Antwort von Alvaria
Joyce,
Thank you for reviewing Aspect Workforce Management and for the high marks! We are pleased to hear that the solution helps you to make informed staffing decisions and that you like the customization features. we also appreciate your constructive feedback. All of your input will be forwarded to our internal teams for review.
-The Aspect Team
- Branche: Fluggesellschaften/Luftfahrt
- Unternehmensgröße: 10’000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
The overall experience with the tool has been positive allowing us to support a virtual...
Configurable, robust, and integrated tool with Performance Management and Quality Management. Forecasting and real time management of agents.
Vorteile
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.
Nachteile
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.
Antwort von Alvaria
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
- Branche: Outsourcing/Offshoring
- Unternehmensgröße: 1’001–5’000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Aspect review
Aspect is horrible. We switched from on premise to hosted and then were told we needed to update our WFM but of course that came with a price. I would not recommend Aspect to anyone.
Vorteile
There is nothing positive to say. We have struggled with the system especially since we transitioned to hosted solution.
Nachteile
It does not give us everything we need. We have APM and have never been able to use it because the numbers have always been wrong.
Antwort von Alvaria
We are sorry that you have had such a bad experience with Aspect. We would like to make it right and have you talk to one of our product managers. I've provided my contact details so that I can connect you with the right folks at Aspect that can help get things back on track. Thank you for your honest feedback. We really appreciate it. -Shelley Hofman, Marketing Operations, Aspect Software, [email protected]
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Overall Aspect WFM provides a great way to add value and helps us achieve many if not all our...
Vorteile
The thing I like most about the software is that you can pretty much do anything you want with data to find any root cause or reporting issues. Also I enjoy the user interface and that Aspect tries to find ways to make things easier for the user. Overall the company I work with is built off of having good data and that is what I value most from Aspect. Finally I find Aspect's customer (associate) obsession to be far in superior to many other WFM clients. They try to make things not only better for reporting but also on the end user of the product (customer associate representative). They find ways to improve visibility, use, and functionality to this part of the WFM users.
Nachteile
The thing I like least about the software is having the flexibility to make any adjustments onsite or having not strong enough support to support the company I work for. Although Aspect has a great interface I'd like to see them expand on their customer support and ways for users to learn. Although the forums and online trainings are helpful I'd like to see more ways for the users to gain more knowledge in the different tools and communication channels that Aspect has.
- Branche: Telekommunikation
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Flexible, powerful system that does what it needs to.
The company as a whole reduced time spent on scheduling/headcount management by roughly a third, allowing us to reallocate that time. I was able to consolidate forecasting and scheduling from a number of different Excel workbooks into a single portal, reducing time spent and stress level immensely.
Vorteile
Ease of management. A call center of 100+ can be managed by one dedicated person, and configuring supervisor/management access is extremely easy. The updated web portal (Workforce Optimization) is organized and sharp, with more features in the pipeline
Nachteile
There is a LOT here. Without attention to detail and either good notes or memory, it's entirely possible to miss one item that has larger repercussions. Good news is that it's never too late to fix errors, and the support team I've worked with has been amazing about answering any question I have.
Antwort von Alvaria
Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear such good feedback from SecurityCoverage, and we¿re so happy that the solution saves time, reduces stress and improves productivity!
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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