Call Center Workforce Optimization Software

Call Center Workforce Optimization Software Overview

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 software differs from service desk outsourcing companies in that they are not taking the calls on behalf of their client. Businesses still handle all their customer service requests in-house and do not have to rely on outside services. Rather, they offer the tools needed to assist your business in implementing help desk services.

Some benefits of using call center WFO software include the ability to forecast and predict certain trends such as customer call demands and optimal agent staffing numbers. Managers are also granted visibility into their employees’ call volumes and are able to measure their performance. The software also provides analytics that helps the business make any necessary adjustments to improve overall productivity.

Top Rated Call Center Workforce Optimization Products

TrustRadius Top Rated for 2021

These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.

Call Center Workforce Optimization Software TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Call Center Workforce Optimization Products

(1-25 of 83) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.
NICE CXone (formerly NICE inContact)

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)…

Key Features

  • Warm transfer (474)
    85%
    8.5
  • Inbound call routing (460)
    85%
    8.5
  • Agent dashboard (501)
    83%
    8.3
Talkdesk

Talkdesk

Customer Verified
Top Rated

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.

Key Features

  • Recording (346)
    94%
    9.4
  • Warm transfer (333)
    91%
    9.1
  • Agent dashboard (352)
    86%
    8.6
Playvox

Playvox

Customer Verified
Top Rated

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.

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage, or 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.…

Key Features

  • Agent dashboard (97)
    88%
    8.8
  • Interactive voice response (96)
    82%
    8.2
  • Warm transfer (94)
    81%
    8.1
Genesys PureConnect

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…

Key Features

  • Warm transfer (54)
    85%
    8.5
  • Call forwarding (53)
    80%
    8.0
  • Agent dashboard (52)
    68%
    6.8
8x8 Contact Center

8x8 Contact Center

Customer Verified
Top Rated

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…

Key Features

  • Warm transfer (70)
    83%
    8.3
  • Agent dashboard (68)
    80%
    8.0
  • Call forwarding (76)
    79%
    7.9
Khoros Care (Formerly Spredfast + Lithium)

Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers:Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single…

NICE Nexidia Analytics

NICE Nexidia Analytics is based on the company's acquisitions of Nexidia and Mattersight.

Five9

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.

Key Features

  • Quality management (11)
    97%
    9.7
Calabrio ONE

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 Workforce Engagement (discontinued)

Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities.…

Aspect Workforce Management

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…

Calibre

Calibre is call center recording software from HigherGround, Inc..

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

The former Mattersight Predictive Behavioral Routing service is now part of NICE Nexidia Analytics since the

Vantage Point

Vantage Point is a call center workforce management application from Pipkins in Chesterfield, Missouri.

Verint Monet

Verint Monet workforce management software is a unified cloud contact center optimization solution that includes workforce management, quality management, performance management and analytics. With it, contact centers & help desks can optimize all aspects of their workforce with…

Calabrio Teleopti WFM

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.…

XenCALL

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…

NICE Adaptive WFO

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.

CallMiner Eureka

Eureka is a speech analytics offering from CallMiner.

DialSource

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…

Intradiem

Intradiem in Alpharetta, Georgia offers their eponymous workforce scheduling optimization software for "Intraday Automation," or scheduling and task adjustments performed within the workday.

Sharpen Contact Center Platform (formerly Fathom Voice)

Sharpen is a cloud-native contact center platform that helps companies create perfect customer experiences, from the company of the same name in Indianapolis. The contact center software is presented as an ideal for mid-size to enterprise businesses. Designed for agent productivity…

DCDial

DCDial is a cloud call center provider located in Atlanta, GA USA. As a full-featured call center platform, DCDial renders a spectrum of services. DCDial offers solutions for a number of industries including but not limited to e-commerce, financial, healthcare, real estate, travel,…

AgentTime Scheduler

AgentTime Scheduler is a call center workforce modeling and scheduling option, from Portage Communications.

Learn More About Call Center Workforce Optimization Software

What Is Call Center 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 software differs from service desk outsourcing companies in that they are not taking the calls on behalf of their client. Businesses still handle all their customer service requests in-house and do not have to rely on outside services. Rather, they offer the tools needed to assist your business in implementing help desk services.

Some benefits of using call center WFO software include the ability to forecast and predict certain trends such as customer call demands and optimal agent staffing numbers. Managers are also granted visibility into their employees’ call volumes and are able to measure their performance. The software also provides analytics that helps the business make any necessary adjustments to improve overall productivity.

Call Center Workforce Optimization Software Features

Many call center WFO solutions offer a large number of features which include:

  • Agent self-serve capabilities
  • Alerts
  • Blended Call Centers
  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Forecasting
  • Intraday reports
  • Performance Tools
  • Agent scheduling
  • Time-off administration

Call Center Workforce Optimization Software Comparison

Before investing in a call center workforce optimization platform, consider the following key factors:

  • Ease of Use. In order to get the best out of your product, it’s important to make sure you have a full understanding of its functions and how it can help your business improve. It’s best to limit the amount of time it will take to learn how to use the software. Find a call center WFO solution that will be user-friendly for agents and administrators alike.
  • Deployment. The type of deployment you need can help narrow down the number of call center WFO products to look at. For example, do you need a cloud-based or on-premise workforce optimization solution? Make sure the product you end up purchasing also supports the different device types your agents use, i.e. desktop, mobile, tablet, etc.

Pricing Information

Certain call center WFO software vendors offer a free version of their product for a limited number of agents, dashboards, and analytics. If you need additional or more advanced features, standard packages typically start between $14-$20 per month per user. Professional-level packages usually range from $23 to $29 per month per user while enterprise plans cost over per month per user.

Some vendors construct their prices according to their client’s needs, so it is best to contact them directly for customized rates. Additionally, many of the vendors offer a free trial which is highly recommended before choosing.

More Resources

Call Center Workforce Optimization Software Best Of Awards

The following Call Center Workforce Optimization Software offer award-winning customer relationships, feature sets, and value for price. Learn more about our Best Of Awards methodology here.

Best Call Center Workforce Optimization Software

Frequently Asked Questions

What does caller center call center workforce optimization do?

Call center workforce optimization software helps improve businesses efficiency by forecasting call center demand and optimally staffing the call center to meet the demand. They also offer training and development programs for their clients.

What are the benefits of using call center workforce optimization software?

Caller center WFO software allows companies to strategically staff call centers so that efficiency and profit are both maximized. Overall, it helps contact centers improve the customer support experience.

How much does call center workforce optimization software cost?

Some of the call center WFO software vendors offer a free version with a limited amount of agents, dashboards, and analytics provided. Paid packages can start as low as $14 per month per user and increase upwards of $40 per month per user.

Pricing largely depends upon the range of features included, the number of agents working at the call center, and volume of customer service requests.