u/thanto_

My employer is getting Aspect in a few months with the base functionality. There is a Back Office module for it, but it costs extra, so my employer isn't currently on board with getting it to support our ticket/case work. While I've worked with Aspect and other WFM software before, I've never worked with one that had a Back Office module included or otherwise supported Back Office type work, so I don't know what kind of functionality they add. I've only ever supported back office ticket/case work manually. Is a Back Office ticket/case module worth it generally? What kind of stuff does it add? Does anyone have experience specifically with the Aspect Back Office module, and if so, is it worth the cost?