Call Center Workforce Optimization Software

TrustRadius Top Rated for 2023

Top Rated Products

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1
Verint Workforce Management

Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-…

2
Genesys Cloud CX

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

3
Playvox

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.

4
Talkdesk

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.

5
Khoros Care

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…

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(1-25 of 85)

1
NICE CXone

NICE 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), interactive voice response (IVR) system, feedback…

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2
Talkdesk

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.

3
Genesys Cloud CX

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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4
Playvox

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.

5
Genesys Multicloud CX (discontinued)

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.…

6
8x8 Contact Center

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside…

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7
Khoros Care

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…

8
Verint Workforce Management

Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-…

9
Mattersight Behavioral Analytics (discontinued)

Mattersight Behavioral Analytics, alternately known as Nexidia Analytics after Mattersight's acquisitions by NICE Systems, was a tool used to identity behavioral trends occurring in customer service, and help organizations to identify coaching opportunities. The product is no longer…

10
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.

11
Sprinklr Service

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers…

12
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.

13
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.…

14
Eleveo

Eleveo (formerly ZOOM International) solutions protect a business by recording contact center interactions like service requests, outbound sales, financial or healthcare transactions, providing solutions for privacy and regulatory requirements, and by capturing customer experience.…

15
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.…

16
Alvaria Workforce

Alvaria Workforce (formerly Aspect Workforce Management), is 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 center…

17
JustCall

JustCall is an AI-driven customer communication platform enabling instant connections through Voice, SMS, and WhatsApp. It simplifies workflow automation and team coaching within a unified interface, integrating with 100+ CRMs and essential business tools. Boasting users among over…

18
Calibre

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

19
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…

20
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…

21
Mattersight Predictive Behavioral Routing (discontinued)

The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.

22
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,…

23
Intradiem

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

24
AmplifAI

AmplifAI is a workforce engagement and performance acceleration platform for sales and service teams, from the company of the same name headquartered in Richardson, TX.

25
AgentTime Scheduler

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

Call Center Workforce Optimization Software TrustMap

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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.

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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.

What are the best call center workforce optimization products?

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.