Challenges
What challenges or issues were you facing that led you to seek a solution like ours?
We used Aspect for many years. When we changed our ACD solution from Avaya to Genesys, a low cost or no cost WFM solution was provided through Genesys. At the time, the manager implementing the new solution was also over WFM. That manager made the decision to use the free / low cost option without doing due diligence to determine if a Genesys WFM solution would meet all the business requirements. In a short time frame, 10-15 additional people were required to be "helpers" to meet the needs of the business because the automated solutions we had developed in Aspect and the reporting requirements could not be met with the Genesys software.
Were there any specific requirements you had?
We allow agents to take time off in as little as one minute increments. Also, we needed a system that could auto approve timeoff requests based on business needs. This was not possible with Genesys. Also, we maintain our attendance policy that is affecting pay in an unbiased automated manner in Aspect. This also was not possible in the Genesys solution.
Solutions
Why did you choose Aspect as your WFM solution?
Because of the limitations and the extra manpower required to handle WFM tasks, we needed to change back to a solution of find one different than what Genesys was able to provide.
How did our solutions help solve and/or mitigate your problems?
The automation of processes and the integration with our Kronos payroll system filled a lot of gaps for us.
What role did our Customer Success team play in helping to achieve your goals?
At the time we went back to Aspect / Alvaria, we were already aware of the capabilities. We did put together an RFP and sent it out to three different WFM / WEM software providers and had meetings with them. Ultimately, Aspect / Alvaria was the winner of the RFP. I think at that time, there was a good group of folks at Alvaria that were able to not only answer but to expound upon the questions to provide additional detail we hadn't thought about.
How does our product/service compare to others you've used in the past, if any?
I would say it is leaps and bounds ahead of some of the other solutions we have looked at. I actually attended a training session for using Genesys' upgraded solution in an online class. We were implementing Genesys Cloud vs Genesys Engage. In that training we were able to respond to other participants either privately or publicly. I remember one of the participants was asking Genesys how we would view certain metrics or how we could generate a report to see information in a more meaningful way. Genesys advised her request could not be met. I chatted her on the side and asked her what WFM software she had used over her 25 years in the WFM field. She advised she had used Blue Pumpkin, Verint, Nice, Genesys, Aspect and that nothing so far held a candle to Aspect.
Outcomes
What set Alvaria apart from competitors?
The ability to customize in so many different areas of the applications. It is like giving us a blank slate but still having instructions on how to build upon the blank slate.
Share your thoughts on how Alvaria’s solutions have specifically impacted your role in the organization.
I am in IT at this point but I still support Aspect software and am in the applications nearly daily. In 2003, we had a premised based version of the tool. I took over using it from someone else and quickly realized the power of the application and the many areas that weren't being utilized from the previous administrator. Once I built those areas out, my job became easier and allowed me to do more with the application. Soon I became the SME for everything Aspect within our company.
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