My favorite component of the Aspect suite is the workforce planning. I consider it the benchmark for all other workforce planning. The forecasting tools, scheduling tools, and intraday management are far superior to any other company Review collected by and hosted on G2.com.

The least component and where Aspect has struggled is maintaining an integral system for production/performance reporting. While the latest WFO piece has a lot of updated components and the UI has been changed greatly, the actual architecture behind the scenes leaves a lot to be desired. Putting a pretty face on something doesn't fix the issues behind what actually makes it work. Review collected by and hosted on G2.com.

Powerful Forecasting & Scheduling Tools

The platform uses intelligent forecasting algorithms with historical data and unlimited “what-if” simulation capabilities—helping businesses better plan staffing and reduce overtime and last-minute scrambles.

aspect.com

Call Design

Reviewers often highlight the strength of its forecasting features: "The forecasting piece is outstanding… creating schedules, managing intraday, managing shrinkage, and tracking performance." Review collected by and hosted on G2.com.

Forecasting Limitations

Multi-skill and multi-site forecasting is often cumbersome—users must forecast individually for each skill or site, which limits scalability:

“Forecasting has to be done per skill and per site individually.”

Similarly, forecasts for back-office and multi-skill volumes can be tedious or inaccurate Review collected by and hosted on G2.com.

Easy to mass schedule for team meetings, center wide training. Flex scheduling is invaluable for the changes in our business from week to week. Their support team is great. We meet weekly with them to troubleshoot, discuss what is new and possible upgrades that would help with our objectives. We are currently upgrading from Azure cloud to AWS cloud in order to take advantage of the entire suite of offerings. The integration when purchased several years ago was quick and easy. Review collected by and hosted on G2.com.

I would like for our entire suite of telephony and Aspect Workforce to be with the same vendor partner, but that is no fault of Aspect. Review collected by and hosted on G2.com.

What stands out the most about Aspect Workforce is its ability to integrate advanced analytics with real-time management. I think what makes it especially valuable is the precision it offers in forecasting and scheduling, helping businesses optimize resources while avoiding overstaffing or understaffing. It’s also great how it allows businesses to adjust on the fly based on real-time data, which can be a game changer for customer service-oriented industries. Review collected by and hosted on G2.com.

One of the potential downsides of Aspect Workforce is that its complexity can be a bit overwhelming for smaller teams or businesses with simpler needs. Review collected by and hosted on G2.com.

From a user experience standpoint, the platform is generally intuitive, though some legacy interface elements—like the reliance on Internet Explorer—could benefit from modernization. The adherence tracking and forecasting capabilities are particularly strong, helping us maintain operational efficiency and responsiveness Review collected by and hosted on G2.com.

on a personal experience it way too manual in adjusting schedules, whereas it should have some enablement in Intraday timeline to move meal or blocks of segments without getting into the individual schedules. Review collected by and hosted on G2.com.

The forecasting and scheduling features are very accurate, which makes it easier to align staffing with call volumes.

It helps reduce manual work by automating shift scheduling and adherence tracking.

The real-time adherence monitoring is very useful to ensure productivity in the team. Review collected by and hosted on G2.com.

Reporting could be more flexible with customizable dashboards and easier export options.”

“Mobile access is limited; it would be helpful if more features were. available on the app Review collected by and hosted on G2.com.

Aspect is a great tool to keep track of your personal schedule, request time off, and keep track of adherence. Review collected by and hosted on G2.com.

Don't like how you request have to a either package or segment for time off requests. It needs to be more streamlined and easier to navigate Review collected by and hosted on G2.com.

The best thing is liked about this software is that we can predict call, chats or email volumes based on history and we can create agent schedules to cover the demand. Review collected by and hosted on G2.com.

The only thing that I disliked in this software is its interface. The interface is a bit old-fashioned. Review collected by and hosted on G2.com.

My favorite thing about Aspect is the Intraday Timeline. Being able to clearly and concisely who is working when, what breaks and lunches they are on. The pictures really help to give a straightforward picture. Review collected by and hosted on G2.com.

Pulling reports seems to be difficult especially when it comes to download time as well as transferring it over to an excel document. Any time Excel is being used in tandem with Aspect there are multiple complications and work arounds needed. Review collected by and hosted on G2.com.

The thing I like about this software is that it allows to align staff with demand which imprtoves efficiency and reduces costs. Review collected by and hosted on G2.com.

The thing I disliked about the software is that it takes time for a beginner to understand all the features and get used-to-it. Review collected by and hosted on G2.com.