Best Call Center Workforce Optimization Software include:
Call Center Workforce Optimization Software TrustMap
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Call Center Workforce Optimization Software Overview
What is Workforce Optimization Software?Call Center Workforce Optimization (WFO) Software uses forecasting to optimally staff and schedule a call center. WFO suites use agent and call data analytics to improve call center performance. Applications like call recording & quality monitoring, coaching, and agent scoring, are used to improve a call center's efficiency and customer satisfaction.
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
Genesys Engage (formerly PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. It remains available, but new users are encourag…
NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.
NICE Nexidia Analytics is based on the company's acquisitions of Nexidia and Mattersight.
8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities. The software is based at least partially on technology gained when 8x8 acquired Contactual in…
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.
Verint offers their Workforce Optimization suite of software, which combines workforce management capabilities and analytics, and is configurable to meet the needs of back offices, branch locations, and enterprise call centers.
Aspect Software headquartered in Massachusetts offers Aspect Workforce Management, a suite of software which combines call center workforce management with advanced analytics features like call recording, speech analytics, eLearning for training, data sharing for schedule optimization across call ce…
PlayVox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.
The former Mattersight Predictive Behavioral Routing service is now part of NICE Nexidia Analytics since the
Calibre is call center recording software from HigherGround, Inc..
Swedish company Teleopti offers their eponymous workforce management system, Teleopti WFM, which may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.
DialSource helps customer-facing teams have better conversations. DialSource is an enterprise software company that provides software to businesses to make, receive and manage customer-facing communications. DialSource’s applications for Salesforce and Microsoft Dynamics CRM are designed to automate…
Vantage Point is a call center workforce management application from Pipkins in Chesterfield, Missouri.
XenCALL is an all-in-one CRM and VoIP predictive dialer that aims to empower call centers and telemarketers to close more leads and increase sales across the board. Completely cloud-based with no downloads required, user-friendly, secure and intuitive, XenCALL also offers personalized training sessi…
NICE Uptivity is a suite of workforce analytics applications for call centers. The company Uptivity was acquired by inContact in May 2014, who in turn was acquired by NICE. NICE offers Uptivity as workforce management suite option for SMB call centers.
AgentTime Scheduler is a call center workforce modeling and scheduling option, from Portage Communications.
JustCall is a cloud-based phone system designed to help businesses get phone numbers (in 58 countries) and make, receive and track calls from a web app, mobile apps or desktop apps. According to the vendor, it solves all the telephony requirements for an organization’s sales, support, and remote tea…
The Avaya IX Workforce Engagement (formerly Aura Workforce Optimization) platform for call centers provides analytic and scheduling capabilities, specifically for contact center workforces.
Twilio now offers Flex, a cloud-based contact center management platform featuring support for multi-channel communications (e.g. voice + social media, etc.) and messaging to provide many customer support and collaboration features.
NICE Adaptive WFO (Worforce Optimization) is a suite of call center analytics and call center workforce management software from multinational NICE Systems headquartered in Israel.
Czeck company ZOOM International offers their Quality Management Suite for call center analytics and optimization. It integrates with Teleopti workforce management to present a total call center workforce solution.
VPI EMPOWER is a suite of workforce analytics applications with a workforce management system, developed by Voice Print International (VPI) and acquired by NICE Systems in 2016.