Contact Center Workforce reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
Contact center workforce software enables companies to manage their call center employees’ schedules, activities, and performance. In businesses where call center responsiveness to incoming calls is critical, contact center workforce software helps businesses run the line of business efficiently. Contact center workforce software is used by managers of customer service call and contact centers to effectively monitor the quality of calls and manage agents’ time and learning. They can also be used by the agents themselves to self-schedule, submit time-off requests, receive feedback, and access training materials. Tools in this category are often used in conjunction with contact center infrastructure products, and can supplement other customer service-related tools like help desk and live chat products.
To qualify for inclusion in the Contact Center Workforce category, a product must:
NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive
Genesys Engage is the Genesys customer engagement platform for the enterprise. Built to bring flexible solutions for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations. Complete customer and employee journey management Built to manage both the customer and employee experience, across all channels, Genesys Engage leverages the power of artificial intelligence and machine learning to supercharge both customer and emplo
Avaya Aura is our core communications platform delivering company-wide, people-centric collaboration and supporting full unified communications and contact center solutions for midsize to large enterprises.
Customer relationships can be complex, but that doesn’t mean they have to be difficult. Genesys Cloud™ makes customer relationships simple. Built to handle any channel, the Genesys Cloud solution follows the conversation everywhere—turning calls, email, chats and social comments into a seamless conversation. Connect with Customers Genesys Cloud simplifies the way you connect with customers across channels, providing all the context you need to deliver more personalized experiences and build st
Talkdesk is an enterprise cloud contact center empowering companies to make customer experience a true competitive advantage. With enterprise-class performance and consumer-like experience, Talkdesk empowers you to adapt your contact center to the evolving needs of your customers and teams. The results? Increased productivity, higher customer satisfaction, more cost savings and great customer experience. It is the fastest growing cloud contact center solution with over 1800 customers in over 75
Dixa is customer service software that empowers brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform, enabling brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have all the context they need to provide fast, efficient, and effective customer service every
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Managem
PureConnect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise, PureConnect lets you replace multiple point solutions with a single platform that supports empowered employees and loyal customers. Do more with less An all-in-one multichannel platform enables you to deliver a better customer experience while greatly simplifying
Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to more than 2,000 customers worldwide and facilitating more than five billion call minutes annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. For more information visit www.five9.com.
As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach. You can seek out the leading-edge tools that are driving transformational WFO best practices in some of the most innovative contact centers. And you can find a true WFO solutions partner to help you maximize the value of those tools and achieve the outcomes that matter most for your business. Calab
8x8 Contact Center is designed to enable any business to deliver a positive customer experience with a complete multi-channel solution and extensive customer analytics. 8x8 includes interoperable team messaging as a native entitlement to enhance customer service, removing corporate silos that prevent information sharing and degrade customer support. Also included with each agent license is integration with major CRM applications and an Open API for extended third party system connectivity. Key f
CloudTalk is user-friendly cloud-based phone software for sales and support teams. It is used by startups, scale-ups, SMEs or eCommerce to improve customer experiences and team performance. To achieve this, CloudTalk provides more than 50 advanced calling features. Thanks to seamless integration with the favourite tools (such a CRM, Helpdesk, or e-commerce platforms, etc.), CloudTalk helps companies deliver first-class customer experiences, resulting in the growth of their profitably. Cloudtalk
Workforce managers are constantly bombarded by new challenges and organizational demands: Near-constant changes to the forecast and schedule, increased needs from customers, and evolving employee hiring and retention requirements create an environment where it’s difficult to respond quickly enough or understand the best possible action to take. To meet these demands, contact centers around the world are rushing to adopt artificial intelligence (AI)-based workforce management (WFM) tools from N
JustCall is a cloud phone system for sales, support, and report teams. It allows you to create a call center for your sales teams and contact center for your support teams. Along with business phone system features, JustCall also comes with a number of workflow automation features around SMS and Phone Calls. JustCall currently integrates natively with 40+ Business Tools (CRM, Helpdesk, etc). JustCall automatically logs following activities in your business tools to save your reps from manually
VCC Live is an Enterprise Cloud Contact Center software provider that for more than 10 years has been consolidating its presence internationally as a reliable business solution for companies dealing with wide-range customer communications through a variety of channels, including Phone, SMS, Email, Webchat, and Social media. Know more about our solution: https://vcc.live/
Vonage Contact Center for Salesforce is #1 for Salesforce AppExchange user reviews, with a 4.9/5 Salesforce AppExchange rating. The solution delivers unmatched Salesforce integration into routing, reporting, and the user experience for Service Cloud and Sales Cloud users. Voice and Salesforce digital channels are seamlessly blended to deliver a consistent customer experience across all channels while reducing administrative complexity. Service excellence is delivered through all stages of pre-sa
Altitude Xperience business package offers a cost effective, flexible and reliable solution for each business need. Delivered On Premise or Cloud. Altitude has a 25-year track record of industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. Altitude Software has 12 offices in four continents, a 160-strong partner network, and is ISO 9001 certified for its worldwide customer support.
Enterprise companies across the world modernize their communications with employees and customers with 3CLogic’s Cloud Contact Center Platform. Built on Amazon Web Services (AWS), the solution provides advanced and scalable speech-enabled offerings for leading CRMs systems of record and service management platforms including ServiceNow, Microsoft Dynamics, SAP, SugarCRM and Salesforce. With deployments on four continents and a growing base of Global 2000 clients, 3CLogic drives digital transfo
CallFinder® is the leading provider of managed cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription with conversational insights such as sentiment and emotion detection. Our easy-to-use, economical, and effective solution helps small and medium size businesses with both contact center and remote agents automate quality monitoring to improve agent performance and provide a superior customer experience. CallFinder clients experience: • 100% visibility in
Happier agents make happier customers. Sharpen gives your customer service team a way to simplify their queue interactions and workflows to empower agents and deliver a positive customer experience. Equip agents with a platform to interact with your customers on any channel from one interface. Trigger micro-learning and coaching modules inside agent queues for improved growth and development. And, gain deep customer insights from a single source-of-truth reporting system, based on the customer
Intermedia Contact Center offers an industry-leading Contact Center as a Service (CCaaS) solution that quickly enables remote workforces while maintaining customer service levels and productivity, no additional hardware required. Create more responsive and informed customer interactions with Intermedia Contact Center, a fully cloud-based call center solution with simple subscription fees, that's rapidly deployable with zero downtime and easily managed from anywhere. Be ready in as little as 2
Verint Monet WFO, by Verint Monet is an effective and easy to adopt cloud-based workforce optimization solution that includes workforce management, quality management, performance management and analytics, all in one integrated platform. - Workforce Management – Verint Monet WFM: Create more accurate forecasts, develop more effective call center schedules and increase agent adherence - Workforce Management for Salesforce— Provides an advanced omnichannel WFM solution directly from Salesforce
injixo is a powerful and easy-to-use cloud workforce management suite for forecasting, scheduling, intraday management and employee engagement. With powerful features for contact centers of all sizes, injixo helps you master any challenge in workforce planning. Reduce your costs and create happier customers with injixo.
Intradiem provides an intelligent assistant for customer service teams. Call centers generate massive amounts of data – much more than people can analyze themselves. Our Intelligent Assistant processes this data in real time to intelligently determine – and direct –each rep’s activity to maximize productivity and engagement – every minute of every shift. Our AI-powered technology has been built on the management best practices of dozens of the world’s leading brands, and it continues to bec
RingCentral Engage Digital enables companies to manage all their digital customer care channels within a single platform. As a result, agents can manage multiple channels through a unique interface, increasing their response speed, streamlining resources allocation and leveling the flow during peak periods, ultimately impacting customer satisfaction. Over 13.5 millions messages coming from various sources (email, chat, messaging, social media, etc.) are categorized, prioritized and dispatched t
Assembled is a modern workforce management platform built for rapidly scaling global support teams. We help teams forecast support demand, build and manage team schedules, track real-time performance and schedule adherence, and uncover insights to improve support operations. Most importantly, we provide schedule transparency not only to support managers/workforce managers, but also to the team handling calls/emails/chats. We allow your whole team to view schedules and overall performan
Freshcaller is a cloud-based modern phone system that helps you in scaling your business without having to worry about the complexity. Freshcaller offers phone numbers in 90+ countries, requires zero phone hardware, and is easy to set up. As a phone system designed for teams with little/ no IT support, Freshcaller allows users to create a new account in minutes and configure rules, business hours, and routing processes that are effected/executed in real-time. Freshcaller enables businesses to
nGUVU offers an employee engagement platform for contact centers. Using game mechanics, recognition, and social media concepts, nGAGEMENT influences agents’ behaviors by leveraging people’s natural desire for competition, collaboration, achievement, status and recognition to build intrinsic motivation and improve employee engagement. nGAGEMENT is an immersive experience that empowers agents to self-manage and makes it fun for them to accomplish tasks that are at the core of their responsibilit
Contact center workforce software is a workforce management technology designed specifically for customer service teams, call centers, and contact centers. While call centers focus exclusively on inbound and outbound voice calls, contact centers and service teams also use other communications channels such as email or text messaging. Contact center workforce software allows companies to manage a diverse workforce with various qualifications and experience levels with one or more of the channels mentioned above. This type of software is mostly beneficial to companies with large teams that are using obsolete technology to manage and track their workforce. Its main focus is employee scheduling, planning, and monitoring, which can help increase agent productivity and performance.
Key Benefits of Contact Center Workforce Software
Contact centers sometimes employ hundreds or thousands of people, making it difficult for managers to plan and assign shifts. Furthermore, many contact center employees work part-time and have limited availability; resources like workstations are limited, and contact centers need to find the best way to satisfy demand despite the constraints mentioned above.
Planning and scheduling — Contact centers need to constantly adapt to the changing needs of their customers through flexible planning and by scheduling resources based on their availability.
Improve customer satisfaction — Customers expect the best quality at reasonable costs, which can only be achieved when agents are properly trained and engaged and idle times are reduced as much as possible.
Support employees — Agents are the most important asset of a call center, which is why companies need to ensure that they are engaged at work, which makes them more productive and loyal.
All employees of a contact center benefit from using this type of software. Depending on their role, employees use different modules of the software, as described below.
HR employees — HR professionals create strategies to optimize the workforce and monitor labor costs. They follow trends such as employee turnover and agent performance and identify opportunities for improvement.
Supervisors — Shift supervisors take a more hands-on approach to planning and scheduling. They define and implement short term schedules and are responsible for making last-minute changes when resource availability changes. Supervisors also train and coach agents and monitor the quality of their work.
Executives — Managers and executives use the analytics modules of this type of software to track costs, performance, and customer satisfaction. Executives are also involved in contract negotiations with customers and need to estimate if the company is able to deliver on its promise.
Agents — Contact center agents use this type of software to share their availability and preferred shifts with supervisors. After shifts are assigned, agents can see when they are supposed to work and for how long. At the end of each shift, agents enter the time worked on each project and task.
Contact center platforms — Platforms include functionality and modules for all or most contact center activities and do not focus exclusively on workforce management. Workforce management is delivered as a module or a standalone product part of a suite. This option provides better integration between workforce management software and solutions for operations, but is also costly because of its complexity.
Best-of-breed software — This type of software only provides features for contact center workforce management. It is a good option for companies that already use other software solutions for contact center operations.
This type of software includes standard workforce management features such as workforce planning and functionality specific to contact centers, such as intraday management. Contact center workforce software products cover the functions mentioned below, and advanced features are available through integration with other solutions.
Agent availability — Many contact center agents work part-time, which means that they are only available a few days per week. Also, since contact centers may have customers in multiple time zones, they need agents available in the evening and on the weekends. Finally, call centers may have multiple locations in different countries and may allocate resources from multiple teams to the same project. It is therefore critical that companies have complete visibility into the availability of all of their agents.
Shift planning — Managers and supervisors assign agents and physical resources to tasks based on their availability and the requirements of their customers. Planning should consider labor regulations related to the maximum time worked by day or week, breaks, and time off.
Workforce scheduling — Shift planning is the starting point for workforce schedules, but unexpected changes may force supervisors to review scheduling. For instance, customers may require additional work, or agents may have to work additional hours when targets aren't achieved on time. All these changes should be reflected in the work schedules so that supervisors are able to communicate with agents to let them know when they're supposed to work and for how long.
Intraday management — Intraday features ensure that agents adhere to the daily schedule and perform as expected. This functionality rebalances each day’s workload to ensure that there are enough resources to comply with service level agreements (SLAs). Depending on their role and experience, agents are expected to perform within predefined parameters such as the minimum number of calls per hour or average time per call. Consistently low-performance levels may indicate that agents are not motivated or require additional training.
Forecasting — Using historical data, companies create forecasts for future demand and estimate the resources required to fulfill it. Forecasting also considers potential risks that may impact the company's ability to deliver services on time and budget.
Performance analysis — Agent performance is tracked by monitoring multiple factors such as the number of calls performed, the time spent per call, and the quality of their work. Agent performance is evaluated at regular intervals, such as monthly and quarterly. Supervisors may also listen to calls without warning and intervene when required. Supervisor performance is evaluated based on their team's work and their ability to solve unexpected issues such as workforce shortages and dealing with aggressive customers.
Cost tracking — Labor represents the most significant cost of a call center, which is why companies need to monitor all the hours worked by agents. Since time tracking functionality isn't always included in contact center workforce software, this type of software integrates with other systems to import labor data.
Service levels — While contact centers have internal quality standards, many customers have SLAs that need to be respected. SLAs are usually a contractual obligation, and contact centers that do not comply may have to pay penalties or get sued.
Workforce optimization — Using machine learning and artificial intelligence, companies identify agents that are more likely to underperform and assign them to less critical tasks. Intelligent technology may also estimate the likelihood of disruptions like bottlenecks, such as when there are more available agents than workstations.
Integration — This type of software generates a lot of business data such as time tracking, which needs to be transferred to other systems such as HR, payroll, and accounting. This ensures that agents and supervisors are paid accurately, based on their role and work volume. Integration with HR systems also helps companies monitor time off, vacation, and benefits.
Compliance — Contact centers need to comply with privacy regulations such as the U.S. National Do Not Call Registry. The software also has to protect private data from hackers and unauthorized access by users. Since privacy regulations vary significantly from one country to another or by state or city, software providers may not always be up to date with the latest changes in compliance.