Call Center Workforce Optimization Software

TrustRadius Top Rated for 2023

Top Rated Products

(1-5 of 8)

1
Verint Workforce Management

Verint Workforce Managementâ„¢ 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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(26-50 of 85)

26
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.

27
Lifesize CxEngage

CxEngage is a cloud contact center solution designed to meet users' needs and work in their environment. Unlike monolithic architectures and on-premises solutions, CxEngage is a ‘born-in-the-cloud’ platform to deliver unified visibility across voice, video, and digital channels. CxEngage…

28
Maestro

Maestro is an employee performance and talent mangement software solution offered by Madison.

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29
AgentTime Scheduler

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

30
Provana Speech Analytics

Provana in Naperville offers a suite of products to creditors and collection agencies to ensure smooth business processes and regulatory compliance via automation, with advanced analytics for tracking operational success.

31
[24]7 Assist

[24]7 Assist call center agent to best serve customers across digital and voice engagements. Assist includes three options:Digital AssistAssist Widget for CRMActive ShareDigital Assist is a unified, AI-powered agent console for messaging apps and chat interactions. Assist Widget…

32
MiaRec Conversation Analytics

MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use MiaRec across the workforce to modernize workflows and surface intelligence at scale. MiaRec's Conversational Analytics Platform records customer interactions compliantly…

33
Alvaria Performance

Alvaria Performance (formerly Aspect Performance Management) is a tool that can reveal insights by enabling the tracking of personal and group performance vs. goal using a wide range of metrics with data sourced from many contact center systems. It includes a coaching module, which…

34
Alvaria Quality

Alvaria Quality (formerly Aspect Quality Management) software allows customer interactions to be evaluated by all parties, including supervisors, agents and automated analytics systems, enabling users to extract valuable perspectives on quality so as to best coach agents in relevant…

35
NGNCloudComm
0 reviews

NGNCloudComm is an omnichannel contact center software that offers a single system designed to include all the features, capabilities, and possibilities of an interwoven solution. It can natively handle inbound calls, outbound calls, email, text messaging, chat, social media communication,…

36
OneTone.ai
0 reviews

OneTone.ai Automated Supervisor is used to monitor of customer communications and to identify issues leading to customer & revenue losses.OneTone.ai Automated Supervisor is an AI-powered tool for Customer Support & QA Leaders, which automates quality supervision of all written…

37
IQServiceâ„¢

When customers and members need real help, they call to talk to a live person. IQService is a solution community banks and credit unions can use to automate, track, and document customer interactions from the contact center and the branch. IQService is a memory resident toolbar that…

38
Pointel DCCM
0 reviews

Contact Center Challenge – Complex, Time-Consuming Change ProcessContact center infrastructure deployment and operation typically require highly skilled CTI engineers. When faced with sudden, dynamic changes, the contact center operators typically escalate the issue in a predetermined…

39
ServInsights
0 reviews

Servion Global Solutions headquartered in India offers ServInsights, a call center analytics and optimization solution.

40
mySQM Customer Service QA

Since 1996, SQM Group has connected customer feedback and QA to agent performance, coaching, and recognition to improve CX using a call center. The mySQM Customer Service QA software empowers, recognizes, and engages agents by providing them with real-time customer feedback, quality…

41
QEvalPro
0 reviews

QEval is Etech Global Service’s SaaS-based call center quality monitoring software, specifically addressing operational issues. It is a Call Center Call Monitoring Software designed to play a major role in accomplishing stringent demands of quality, customer experience, and compliance.…

42
Conduit Global CX100
0 reviews

Conduit Global headquartered in New York offers CX100, a contact center solution combining IVR, outbound dialer, workforce optimization, and call center analytics for optimization.

43
ICR Evolution
0 reviews

ICR evolution boasts 25-years of experience developing solutions for a worldwide client base, to improve how their end customers experience service within their organization. The company's main focus is to help clients provide their clients with more agile, simple, efficient and…

44
VCC Live
0 reviews

VCC Live is a cloud-based contact center solution, providing telecommunications services to businesses with more than 10 operators that want to offer prompt support to their customers. Its advanced features (IVR, real-time statistics, high security, predictive dialer amongst others)…

45
Cogito
0 reviews

Cogito headquartered in Boston provides human aware technology to help contact center professionals elevate their performance. Cogito’s contact center AI analyzes hundreds of conversational behaviors to provide live in-call guidance combined with a real-time measure of customer experience.…

46
MaxContact
0 reviews

MaxContact is a Contact Centre Software Company who boasts Feature Rich, Cost Effective Solutions, with a support ethos that complements their solution, a robust platform and continuous development strategy that aims to protect client investments.

47
iTouchVision Customer Service Solution

iTouchVision aims to offer a hub to manage all customer interactions and their communication calls coming from different mediums. According to the vendor, the product offers end-to-end customer management with simplified capabilities to store, record, analyse and search information.…

48
Capture911
0 reviews

Capture911 is recording and incident reconstruction software from HigherGround, Inc..

49
ice Campaign
0 reviews

ice Campaign is a call center software for running customer service or sales campaigns, from Canadian-headquartered ComputerTalk Technologies.

50
Click2Coach
0 reviews

Click2Coach is call center workforce optimization software from Envision headquartered in Seattle, Washington.

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.

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.