Best Call Center Workforce Optimization Software40Genesys PureConnect1 PureEngage2 Behavioral Analytics3 Virtual Contact Center4 inContact CXone5 ONE6 Workforce Management7 Workforce Optimization8 Predictive Behavioral Routing9 Virtual Contact Center11 Workforce Optimization14 Point15 Uptivity16 WFM17 Scheduler18 Enterprise WFM19 EMPOWER20 OneContact WFO21 Contact Center Services22 Prophecy (formerly Voxeo)23 Aura Workforce Optimization24

Call Center Workforce Optimization Software

Best Call Center Workforce Optimization Software

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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.

Call Center Workforce Optimization Products

Listings (1-25 of 53)

Genesys PureConnect

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Top Rated
137 Ratings

Genesys PureConnect is an omnichannel contact center platform that offers cloud-based, on-premise, or managed service deployment options. It features an SIP-based architecture, including VoIP capabilities, which allows companies to connect legacy voice systems and use existing phone systems.

Genesys PureEngage

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Top Rated
117 Ratings

PureEngage is the enterprise version of the Genesys Customer Engagement Platform. It is designed to handle complex workflows and business processes, for global enterprises with multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

50 Ratings

Mattersight Behavioral Analytics is a solution that includes millions of pre-built algorithms that automatically decode every second of captured human interaction to provide enterprises with actionable insight to drive significant business value. Behavioral Analytics consists of three main soluti...

Top Rated
19 Ratings

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.

7 Ratings

Mattersight Predictive Behavioral Routing automatically routes calls by using advanced algorithms that predict the best available agent to handle each specific caller based upon performance, personal strengths, previous interaction history and behavioral characteristics such as personality and co...

4 Ratings

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.

1 Ratings

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 se...

1 Ratings

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 inContact. NICE offers Uptivity as workforce management suite option for SMB call centers.

3 Ratings

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.

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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.

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INSPIRATIONneo is a workforce optimization (WFO) suite from ASC Technologies headquartered in Germany built around voice recording for quality management of contact centers and agents primarily, but also of use for other kinds of workforces (e.g. air traffic controllers).