Aspect Workforce Optimization Competitors and Alternatives

Read reviews of Aspect Workforce Optimization competitors and alternatives

Real User
Customer Service Manager at a consumer goods company with 51-200 employees
Mar 19 2020

What is most valuable?

I have found the ease of use of the ACD to be most valuable along with the inView dashboard. It is so easy to manage your own call routing without needing to be a… more»

How has it helped my organization?

NICE CXone has had a HUGE impact on our contact center. It took us from a place where we had no visualize on contact volumes, handle times, ASA, etc. to a place where we… more»

What needs improvement?

I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific. The ACD/QM reporting and the dashboards inside… more»

What's my experience with pricing, setup cost, and licensing?

Make a list of what you are looking for in a system. Pick 3 or 4 features that are an absolute must-have. Then build a comparison chart to fill out while you are having… more»

Which solution did I use previously and why did I switch?

We previously used a very basic version of Mitel. It was not their CCaaS, just basically a phone hunt group. Calls would round-robin until somebody picked it up, sometimes… more»

What other advice do I have?

We have absolutely loved this platform. The implementation team was awesome and the ongoing service and support is phenomenal. I can look in the knowledge base for answers… more»

Which other solutions did I evaluate?

Yes, we evaluated Mitel, Genesys, Aspect, Zentalk.