# Best Contact Center Workforce Software *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* 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: - Forecast customer call demand - Predict agent staffing numbers based on historical trends - Allow for the creation and editing of agent work schedules - Provide visibility into agents’ call volumes and performance - Provide analytics dashboards and call recording to give managers insight into performance and quality ## Category Overview **Total Products under this Category:** 97 ## Trust & Credibility Stats **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 23,200+ Authentic Reviews - 97+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Best Contact Center Workforce Software At A Glance - **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - **Highest Performer:** [Squaretalk](https://www.g2.com/products/squaretalk/reviews) - **Easiest to Use:** [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) - **Top Trending:** [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - **Best Free Software:** [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) --- **Sponsored** ### 8x8 Contact Center 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=54&secure%5Bdisplayable_resource_id%5D=54&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=54&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2164&secure%5Bresource_id%5D=54&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-workforce%2Fenterprise&secure%5Btoken%5D=3e8008f3ac883d9cb9323f06e37b2f8a39ced615623ff8dceab1847fd874ffe6&secure%5Burl%5D=https%3A%2F%2Fwww.8x8.com%2F8%2Fcontact-center%3Futm_medium%3Dpaid-ads%26utm_source%3Dg2%26utm_campaign%3D701a600000mZlEx%26utm_content%3Dg2clicks&secure%5Burl_type%5D=book_demo) --- ## Top-Rated Products (Ranked by G2 Score) ### 1. [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform **Average Rating:** 4.4/5.0 **Total Reviews:** 6,891 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.7/10) - **Automation:** 8.2/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.3/10 (Category avg: 8.3/10) - **Intraday Management:** 7.7/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce) - **Company Website:** https://www.salesforce.com/ - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce (581,281 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (88,363 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Salesforce Administrator, Salesforce Developer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 41% Mid-Market, 37% Enterprise #### Pros & Cons **Pros:** - Ease of Use (1705 reviews) - Features (1497 reviews) - Case Management (1479 reviews) - Efficiency (1297 reviews) - Helpful (821 reviews) **Cons:** - Complexity (912 reviews) - Learning Curve (787 reviews) - Steep Learning Curve (628 reviews) - Expensive (585 reviews) - Missing Features (584 reviews) ### 2. [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience (CX) platform. No matter where the customer conversation starts or ends, Genesys Cloud CX transforms your customer experience. It connects insights across teams, tools and interactions so you have the data to address customers problems with ease. Meet your customers anywhere, anytime, on any channel, with a suite of digital channels. Automate Successful Outcomes Simplify how you connect with customers across channels. With smart automation across the entire customer journey, you can use data and insights gained to take the right action at the right time to create the best outcomes. With an all-in-one suite of digital capabilities in Genesys Cloud CX, call center employees and customers can engage in seamless conversations across digital channels like chat, email, text and social media. Enhance the customer experience with bots and predictive artificial intelligence (AI) and route to a human call center agent when customers have more complex needs. Innovate at Scale Give your employees and call center agents the information they need in a tool built to drive engagement, improve customer interactions and boost your team’s performance. Reimagine Experiences that Matter Use Genesys Cloud CX as an all-in-one cloud call center application and easily extend the suite with hundreds of packaged integrations. Take full advantage of the composable customer experience platform with third-party integrations and applications so you can reach customers any moment, on any channel. Genesys is redefining the customer experience with innovative call center software. Our award-winning Genesys Cloud CX deploys in days, is intuitive to use and innovates with upgrades each week. With real-time dashboards, simple management tools and analytics, Genesys Cloud CX provides the insights you need to run your business. And you’ll take your contact center and CX strategy into tomorrow — no matter where your agents are located or which channels they handle. **Average Rating:** 4.4/5.0 **Total Reviews:** 1,448 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.7/10) - **Automation:** 8.1/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.5/10 (Category avg: 8.3/10) - **Intraday Management:** 8.5/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Genesys](https://www.g2.com/sellers/genesys) - **Company Website:** https://www.genesys.com - **Year Founded:** 1990 - **HQ Location:** Menlo Park, CA - **Twitter:** @Genesys (32,257 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/601919/ (8,509 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Manager, Case Advocate - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 46% Mid-Market, 40% Enterprise #### Pros & Cons **Pros:** - Ease of Use (144 reviews) - Features (103 reviews) - Reliability (79 reviews) - Efficiency (74 reviews) - Intuitive (62 reviews) **Cons:** - Limited Features (58 reviews) - Missing Features (55 reviews) - Complexity (44 reviews) - Inadequate Reporting (38 reviews) - Learning Curve (38 reviews) ### 3. [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth. **Average Rating:** 4.1/5.0 **Total Reviews:** 582 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 8.7/10) - **Automation:** 8.0/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.1/10 (Category avg: 8.3/10) - **Intraday Management:** 8.3/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Five9](https://www.g2.com/sellers/five9) - **Company Website:** https://www.Five9.com - **Year Founded:** 2001 - **HQ Location:** San Ramon, CA - **Twitter:** @Five9 (14,832 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16827/ (2,968 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Customer Service Representative - **Top Industries:** Consumer Services, Financial Services - **Company Size:** 56% Mid-Market, 23% Small-Business #### Pros & Cons **Pros:** - Ease of Use (131 reviews) - Customer Support (89 reviews) - Helpful (88 reviews) - Features (78 reviews) - Efficiency (64 reviews) **Cons:** - Call Issues (46 reviews) - Missing Features (41 reviews) - Complexity (35 reviews) - Technical Issues (33 reviews) - Poor Customer Support (31 reviews) ### 4. [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) 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. Calabrio ONE elevates contact center WFO with its seamlessly embedded analytics tools. By bringing together call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics into one fully-integrated software suite, we help companies put their customers first. Integrated analytics helps business users of all backgrounds easily analyze and act upon the data gathered every day in the contact center to improve customer satisfaction, protect your brand, and increase product innovation. Built to take full advantage of agile cloud-based platforms, Calabrio ONE is easy to use, easy to personalize, and provides the insights you need to improve customer and agent experience in your contact center. Note: Calabrio and Verint have now joined forces under the name Verint. **Average Rating:** 4.5/5.0 **Total Reviews:** 376 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 8.7/10) - **Automation:** 8.7/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.9/10 (Category avg: 8.3/10) - **Intraday Management:** 8.8/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Company Website:** https://www.verint.com/ - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint (7,748 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,226 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Risk Investigator, Workforce Analyst - **Top Industries:** Consumer Services, Hospital & Health Care - **Company Size:** 53% Mid-Market, 37% Enterprise #### Pros & Cons **Pros:** - Ease of Use (59 reviews) - Features (39 reviews) - Efficiency (36 reviews) - Scheduling (30 reviews) - Customer Support (25 reviews) **Cons:** - Missing Features (20 reviews) - Poor Reporting (16 reviews) - Inadequate Reporting (15 reviews) - Not Intuitive (13 reviews) - Inaccurate Data Analysis (12 reviews) ### 5. [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) RingCentral Contact Center is the AI platform for orchestrating workflows, agents & knowledge at unmatched precision and scale. Guide every customer interaction—across channels, teams, and moments—so every experience feels effortless. Start connecting front- and back-office workflows and bridge knowledge silos across teams. Combine and balance augmented human agents and AI agents to increase productivity. Say goodbye to traditional, inflexible CCaaS platforms and point solutions. Get a comprehensive platform to design, build, and operate every element across every customer service journey. RingCentral Contact Center provides the most complete suite of applications, an open framework, and Enlighten AI trained on the industry’s largest labeled and validated CX dataset. Best of all, you get the only solution that brings market leading unified communications and contact center together, under one platform. **Average Rating:** 4.1/5.0 **Total Reviews:** 192 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.7/10) - **Automation:** 8.3/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.8/10 (Category avg: 8.3/10) - **Intraday Management:** 8.2/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral) - **Company Website:** https://www.ringcentral.com - **Year Founded:** 1999 - **HQ Location:** Belmont, CA - **Twitter:** @RingCentral (62,114 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/60868/ (6,686 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Computer Software, Consumer Services - **Company Size:** 49% Small-Business, 35% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (28 reviews) - Helpful (15 reviews) - Intuitive (15 reviews) - Customer Support (14 reviews) - Efficiency (14 reviews) **Cons:** - Call Issues (14 reviews) - Call Functionality (12 reviews) - Call Quality Issues (10 reviews) - Connection Issues (7 reviews) - Poor Customer Support (7 reviews) ### 6. [Talkdesk](https://www.g2.com/products/talkdesk/reviews) Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,422 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.7/10) - **Automation:** 9.0/10 (Category avg: 8.1/10) - **Performance Analysis:** 9.2/10 (Category avg: 8.3/10) - **Intraday Management:** 9.0/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk) - **Company Website:** https://www.talkdesk.com - **Year Founded:** 2011 - **HQ Location:** Palo Alto, CA - **Twitter:** @talkdesk (6,958 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2837787/ (1,369 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Supervisor, Team Lead - **Top Industries:** Consumer Services, Computer Software - **Company Size:** 60% Mid-Market, 21% Enterprise #### Pros & Cons **Pros:** - Ease of Use (188 reviews) - Efficiency (113 reviews) - Features (112 reviews) - Call Management (102 reviews) - Helpful (97 reviews) **Cons:** - Call Issues (66 reviews) - Technical Issues (42 reviews) - Missing Features (37 reviews) - Connection Issues (33 reviews) - Poor Connectivity (31 reviews) ### 7. [Verint Workforce Management](https://www.g2.com/products/verint-workforce-management/reviews) Verint Workforce Management is an AI-powered solution that forecasts your customer demand, analyzes and predicts the number of employees needed, and optimizes employee schedules to align with demand across contact center and back-office operations, to help you meet your CX and efficiency goals. We provide industry-leading forecasting accuracy (+/- 95%), the most flexibility in employee scheduling, and AI-derived data insights and dashboards for faster, better decision making. Verint WFM customers have achieved such AI-powered business outcomes as: 20% increase in employee productivity, 20%-30% reduction in employee attrition, 5%-10% increase in NPS / CSAT scores, 35% increase in manager capacity. Verint WFM is part of Verint Open Platform, which helps your customer service operations lower costs and elevate EX and CX with AI-powered bots that automate CX workflows. The Verint Platform has the broadest range of CX Automation solutions, including Agent Copilot Bots, Knowledge Management, Intelligent Virtual Assistants and more. The Platform and solutions are scalable from SMB customers to global enterprises, and can be deployed on-premises, single or multi-tenant cloud, or a hybrid mix. **Average Rating:** 4.2/5.0 **Total Reviews:** 173 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.7/10) - **Automation:** 7.7/10 (Category avg: 8.1/10) - **Performance Analysis:** 7.8/10 (Category avg: 8.3/10) - **Intraday Management:** 8.4/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint (7,748 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,226 employees on LinkedIn®) - **Ownership:** NASDAQ: VRNT **Reviewer Demographics:** - **Top Industries:** Insurance, Financial Services - **Company Size:** 54% Enterprise, 35% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (18 reviews) - Efficiency (16 reviews) - Scheduling (15 reviews) - Features (9 reviews) - Agent Management (5 reviews) **Cons:** - Limited Customization (8 reviews) - Learning Curve (6 reviews) - User Interface Issues (6 reviews) - Missing Features (5 reviews) - Poor Reporting (5 reviews) ### 8. [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call quality in over 160 countries, seamless integration with existing systems, and AI-powered analytics to have MORE and BETTER calls. Best-in-class dialers, CTIs, productivity features, and seamless integrations boost call volume by up to 120%. Superior call quality, extensive country coverage, AI-powered coaching, call recordings, transcripts, and more ensure every conversation is effective and professional. Whether you need a powerful phone system to scale outbound sales, a reliable phone option to support your existing help and service channels, or a modern replacement for traditional phone lines and manual dialing, CloudTalk is designed to meet your needs and drive your global growth. Learn more on a 1:1 personalized demo: https://www.cloudtalk.io/demo/ **Average Rating:** 4.4/5.0 **Total Reviews:** 1,718 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.7/10) - **Automation:** 8.8/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.9/10 (Category avg: 8.3/10) - **Intraday Management:** 8.7/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [CloudTalk](https://www.g2.com/sellers/cloudtalk) - **Company Website:** https://www.cloudtalk.io - **Year Founded:** 2016 - **HQ Location:** New York - **LinkedIn® Page:** https://www.linkedin.com/company/17944841/ (197 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** CEO, Account Executive - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 63% Small-Business, 32% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (358 reviews) - Reliability (170 reviews) - Intuitive (162 reviews) - Helpful (155 reviews) - Calling Features (152 reviews) **Cons:** - Call Issues (176 reviews) - Connection Issues (81 reviews) - Call Management (69 reviews) - Missing Features (68 reviews) - Poor Connectivity (50 reviews) ### 9. [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com **Average Rating:** 4.3/5.0 **Total Reviews:** 1,603 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 8.7/10) - **Automation:** 8.9/10 (Category avg: 8.1/10) - **Performance Analysis:** 9.2/10 (Category avg: 8.3/10) - **Intraday Management:** 9.0/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [NiCE](https://www.g2.com/sellers/nice) - **Year Founded:** 1986 - **HQ Location:** Hoboken, New Jersey - **Twitter:** @NICELtd (14,643 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/nice-systems/ (13,947 employees on LinkedIn®) - **Ownership:** NASDAQ: NICE **Reviewer Demographics:** - **Who Uses This:** Customer Service Representative, Supervisor - **Top Industries:** Consumer Services, Information Technology and Services - **Company Size:** 52% Mid-Market, 34% Enterprise #### Pros & Cons **Pros:** - Ease of Use (38 reviews) - Features (27 reviews) - Efficiency (26 reviews) - Helpful (21 reviews) - User Interface (15 reviews) **Cons:** - Call Issues (14 reviews) - Technical Issues (14 reviews) - Learning Curve (10 reviews) - Missing Features (10 reviews) - Poor Customer Support (10 reviews) ### 10. [Squaretalk](https://www.g2.com/products/squaretalk/reviews) Squaretalk is a contact center solution platform designed to help users streamline communication with prospects and customers while enhancing sales opportunities and operational growth. This platform integrates various communication channels, including voice calls and WhatsApp Business messaging, allowing teams to engage effectively with their audience. The solution is tailored for businesses of all sizes, offering features that simplify outreach and improve conversion rates without introducing unnecessary complexity or costs. Targeted at sales teams, customer support departments and businesses looking to expand their communication capabilities, Squaretalk provides a comprehensive suite of tools that cater to diverse use cases. For instance, sales teams can utilize the platform's omnichannel capabilities to reach out to potential clients through their preferred communication methods, while customer support teams can manage inquiries efficiently across multiple channels. The flexibility of Squaretalk makes it an ideal choice for organizations aiming to enhance their customer engagement strategies and improve overall service delivery. Key features of Squaretalk include advanced call-handling capabilities, automated transcripts, and sentiment analysis, which collectively enhance the user experience. The platform's contact management system allows for organized tracking of interactions, ensuring that no lead is overlooked. Customizable workflows enable teams to tailor their processes according to specific business needs, while advanced reporting tools provide insights into performance metrics, helping organizations make data-driven decisions. Additionally, the platform prioritizes security with enterprise-grade measures, ensuring that sensitive customer information is protected. One of the standout aspects of Squaretalk is its ability to provide local numbers in over 150 destinations, which helps businesses establish a local presence and build trust with their customers. This feature is particularly beneficial for companies looking to expand their operations globally, as it allows them to connect with international clients in a familiar manner. By leveraging Squaretalk’s capabilities, businesses can not only shorten their sales cycles but also elevate their outreach efforts, ultimately leading to increased customer satisfaction and loyalty. **Average Rating:** 4.8/5.0 **Total Reviews:** 120 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.7/10) - **Automation:** 10.0/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.8/10 (Category avg: 8.3/10) - **Intraday Management:** 8.8/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Squaretalk](https://www.g2.com/sellers/squaretalk) - **Company Website:** https://squaretalk.com/ - **Year Founded:** 2014 - **HQ Location:** Jerusalem - **Twitter:** @SquareTalk (31 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/squaretalk/ (68 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Manager - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 57% Small-Business, 49% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (24 reviews) - Reliability (18 reviews) - Efficiency (17 reviews) - Automation (16 reviews) - Features (16 reviews) **Cons:** - Limited Features (5 reviews) - Difficult Setup (4 reviews) - Missing Features (4 reviews) - Complex Features (3 reviews) - Complexity (3 reviews) ### 11. [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty. **Average Rating:** 4.4/5.0 **Total Reviews:** 251 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 8.7/10) - **Automation:** 8.4/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.5/10 (Category avg: 8.3/10) - **Intraday Management:** 7.9/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (54,113 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (32,701 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Information Technology and Services, Telecommunications - **Company Size:** 59% Enterprise, 30% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (34 reviews) - Features (26 reviews) - Efficiency (21 reviews) - Case Management (20 reviews) - Automation (18 reviews) **Cons:** - Learning Curve (18 reviews) - Steep Learning Curve (15 reviews) - Limited Customization (13 reviews) - Complexity (12 reviews) - Improvements Needed (9 reviews) ### 12. [RingCX](https://www.g2.com/products/ringcx/reviews) RingCX combines cutting-edge AI, omnichannel contact center, and RingCentral RingEX, delivering a next-generation AI-powered solution with a disruptive combination of product, packaging, and pricing. It infuses AI before, during, and after each interaction with intelligent virtual agents, real-time coaching, automated quality management, and conversational intelligence for improved operational efficiency and boosts agent performance with a single pane of glass for all interactions across voice, video and 20+ digital channels. It is disruptively priced and packaged to provide low total cost of ownership and predictable monthly pricing. As customer needs change, RingCX helps businesses adapt quickly, future-proofing their CX investment. **Average Rating:** 4.5/5.0 **Total Reviews:** 45 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 8.7/10) **Seller Details:** - **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral) - **Company Website:** https://www.ringcentral.com - **Year Founded:** 1999 - **HQ Location:** Belmont, CA - **Twitter:** @RingCentral (62,114 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/60868/ (6,686 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Insurance - **Company Size:** 46% Small-Business, 35% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (23 reviews) - Features (14 reviews) - Customer Support (9 reviews) - Easy Setup (9 reviews) - Easy Implementation (7 reviews) **Cons:** - Call Issues (7 reviews) - Call Functionality (5 reviews) - Limited Features (4 reviews) - Missing Features (4 reviews) - Poor Customer Support (4 reviews) ### 13. [Aspect Workforce](https://www.g2.com/products/aspect-workforce/reviews) Aspect delivers an intelligent workforce platform that helps enterprises prevent disruption, protect service levels, and reduce manual effort by embedding intelligence directly into daily operations. Our brand promise is real-time, policy-aware guidance and automation that keeps decisions transparent, explainable, and under human control—so teams can prevent disruption instead of reacting to it. Aspect’s Workforce Engagement Management (WEM) portfolio includes cloud, hybrid, and on-premises deployments, with capabilities across forecasting, scheduling, adherence and intraday management, quality monitoring and coaching workflows, performance management dashboards and KPIs, and employee engagement and gamification. It is built on Aspect WorkforceOS, with APIs and integration tools via the Developer Portal, and supports connectivity across major CCaaS, CRM, and collaboration ecosystems. For operations leaders, planners, supervisors, and agents, Aspect Workforce helps solve the day-to-day challenges of fluctuating demand, complex labor rules, and siloed tools that force teams into constant firefighting. By connecting real-time signals to approved actions, Aspect improves efficiency and accuracy, helps reduce avoidable labor waste, and strengthens service performance—so organizations can cut costs while improving workforce experiences and customer outcomes. **Average Rating:** 4.2/5.0 **Total Reviews:** 303 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.7/10) - **Automation:** 8.0/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.0/10 (Category avg: 8.3/10) - **Intraday Management:** 8.6/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Aspect Software](https://www.g2.com/sellers/aspect-software) - **Company Website:** https://www.aspect.com - **Year Founded:** 1973 - **HQ Location:** Boulder, Colorado, United States - **LinkedIn® Page:** https://www.linkedin.com/company/3393/ (994 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Customer Service Representative - **Top Industries:** Financial Services, Telecommunications - **Company Size:** 62% Enterprise, 29% Mid-Market #### Pros & Cons **Pros:** - Scheduling (9 reviews) - Efficiency (6 reviews) - Ease of Use (5 reviews) - Features (5 reviews) - Analytics (3 reviews) **Cons:** - Learning Curve (4 reviews) - Complexity (3 reviews) - Not User-Friendly (3 reviews) - Difficult Learning (2 reviews) - Learning Difficulty (2 reviews) ### 14. [Playvox WFM](https://www.g2.com/products/playvox-wfm/reviews) Playvox by NICE Workforce Management (WFM) uses AI for efficient capacity planning, forecasting, scheduling, and intraday planning, accessible via the cloud. It provides real-time visibility into staff allocation, supports shift swaps and time-off requests, and enhances employee engagement. Its interactive dashboard focuses on key KPIs like shrinkage and service levels. Designed for digital, omnichannel contact centers, Playvox WFM handles complex interactions and concurrent work for chat, email, and social media. Its intuitive design simplifies workforce management, allowing quick training and improved customer experiences. **Average Rating:** 4.7/5.0 **Total Reviews:** 122 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.7/10) - **Automation:** 9.6/10 (Category avg: 8.1/10) - **Performance Analysis:** 9.8/10 (Category avg: 8.3/10) - **Intraday Management:** 9.7/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Playvox](https://www.g2.com/sellers/playvox) - **Year Founded:** 2012 - **HQ Location:** Sunnyvale, CA - **Twitter:** @PlayVoxCX (1,679 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1085709/ (46 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Customer Service Representative - **Top Industries:** Consumer Services, Retail - **Company Size:** 49% Mid-Market, 33% Enterprise #### Pros & Cons **Pros:** - Ease of Use (29 reviews) - Scheduling (21 reviews) - Scheduling Ease (20 reviews) - Efficiency (11 reviews) - Intuitive (9 reviews) **Cons:** - Missing Features (7 reviews) - Scheduling Issues (5 reviews) - Limited Features (4 reviews) - Slow Loading (3 reviews) - Display Issues (2 reviews) ### 15. [Vonage Contact Center (formerly NewVoiceMedia)](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) 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-sales, onboarding, adoption and value realization. Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity. Vonage Contact Center integrates with ServiceNow's enterprise-level Customer Service Management solution to deliver a powerful all-in-one unified platform. Vonage Contact Center for ServiceNow provides agents with contextual and relevant data and workflows, allowing agents to better collaborate across their organizations and deliver an unparalleled customer experience. Drive sales and provide world class customer service with the combined power of Vonage Contact Center and Microsoft Dynamics 365. Leverage your investments in Microsoft Dynamics 365 to personalize the customer experience and provide a 360 degree view of the customer journey. The integrated cloud contact center solution enables organizations to drive external and internal customer satisfaction while providing agents exactly what they need to be productive all without leaving the app. With Vonage Contact Center for Microsoft Dynamics 365, you can transform customer experiences into true customer loyalty. **Average Rating:** 4.2/5.0 **Total Reviews:** 100 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 8.7/10) - **Automation:** 8.6/10 (Category avg: 8.1/10) - **Performance Analysis:** 9.2/10 (Category avg: 8.3/10) - **Intraday Management:** 8.5/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Vonage](https://www.g2.com/sellers/vonage) - **Year Founded:** 2001 - **HQ Location:** Holmdel, NJ - **Twitter:** @Vonage (11,164 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/5028/ (2,792 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 52% Mid-Market, 28% Small-Business #### Pros & Cons **Pros:** - Ease of Use (21 reviews) - Customer Support (18 reviews) - Easy Setup (18 reviews) - Easy Integrations (17 reviews) - Features (17 reviews) **Cons:** - Call Issues (6 reviews) - Customization Difficulty (5 reviews) - Expensive (5 reviews) - Limited Customization (5 reviews) - Communication Issues (4 reviews) ### 16. [Assembled WFM](https://www.g2.com/products/assembled-wfm/reviews) Assembled is an all-in-one support platform designed to enhance customer service operations by integrating AI agents with intelligent workforce management. This solution aims to help companies deliver exceptional support experiences while efficiently managing their resources. By leveraging advanced technology, Assembled enables organizations to streamline their support processes, ensuring that both AI and human agents work in harmony to meet customer needs. The platform primarily targets customer support teams across various industries that seek to improve their operational efficiency and service quality. Assembled is particularly beneficial for businesses that handle high volumes of customer interactions and require precise forecasting and staffing solutions. With its capabilities, teams can automate a significant portion of customer interactions, allowing human agents to focus on more complex inquiries, thereby enhancing overall productivity and customer satisfaction. Key features of Assembled include fast and intuitive scheduling, which allows teams to create customized work schedules that adapt to fluctuating demand. This flexibility is crucial for organizations that experience varying levels of customer inquiries throughout the day or week. Additionally, the platform offers human-in-the-loop AI-powered automation, which ensures that AI agents can seamlessly collaborate with human staff, providing a balanced approach to customer support. This unique feature helps to maintain a personal touch in customer interactions while benefiting from the efficiency of automation. Another standout aspect of Assembled is its powerful forecasting capabilities, which boast over 90% accuracy. This feature enables teams to predict customer demand accurately, allowing for optimal staffing decisions that align with anticipated workload. Furthermore, the platform provides meaningful cross-team visibility, ensuring that all stakeholders have access to relevant information and insights, fostering collaboration and informed decision-making. Assembled also excels in reporting, offering centralized and robust analytics that deliver actionable insights. This comprehensive reporting functionality empowers teams to track performance metrics, identify trends, and make data-driven adjustments to their support strategies. By utilizing Assembled, organizations can scale their support operations intelligently, balancing the strengths of AI with the irreplaceable value of human interaction, ultimately leading to enhanced customer experiences and operational success. **Average Rating:** 4.6/5.0 **Total Reviews:** 166 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 8.7/10) - **Automation:** 7.8/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.0/10 (Category avg: 8.3/10) - **Intraday Management:** 8.8/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Assembled](https://www.g2.com/sellers/assembled) - **Company Website:** https://www.assembled.com - **Year Founded:** 2018 - **HQ Location:** San Francisco, California - **Twitter:** @assembledhq (379 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/26571599/ (157 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Team Lead - **Top Industries:** Financial Services, Computer Software - **Company Size:** 63% Mid-Market, 21% Small-Business #### Pros & Cons **Pros:** - Ease of Use (39 reviews) - Scheduling (28 reviews) - Scheduling Ease (25 reviews) - Intuitive (20 reviews) - Efficiency (19 reviews) **Cons:** - Scheduling Issues (15 reviews) - Missing Features (10 reviews) - Limited Features (9 reviews) - Poor Reporting (9 reviews) - Slow Loading (9 reviews) ### 17. [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments **Average Rating:** 4.1/5.0 **Total Reviews:** 236 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.7/10) - **Automation:** 7.5/10 (Category avg: 8.1/10) - **Performance Analysis:** 7.8/10 (Category avg: 8.3/10) - **Intraday Management:** 7.1/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [8x8](https://www.g2.com/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0) - **Company Website:** https://www.8x8.com - **Year Founded:** 1987 - **HQ Location:** San Jose, CA - **Twitter:** @8x8 (11,063 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/8x8 (2,847 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Operations Manager - **Top Industries:** Financial Services, Information Technology and Services - **Company Size:** 55% Mid-Market, 35% Small-Business #### Pros & Cons **Pros:** - Ease of Use (37 reviews) - Helpful (26 reviews) - Customer Support (24 reviews) - Features (19 reviews) - Efficiency (17 reviews) **Cons:** - Missing Features (11 reviews) - Poor Customer Support (11 reviews) - Call Management (7 reviews) - Complexity (7 reviews) - Integration Issues (7 reviews) ### 18. [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faster, and connect better with prospects and customers. 6,000+ businesses worldwide use JustCall to: - Manage all customer conversations from a single platform - Automate routine tasks and workflows - Get real-time AI insights to improve conversations - Ensure 24/7 coverage with inbound AI Voice Agents (outbound support coming soon) Key features: - Calling: Global phone numbers, inbound/outbound calling, smart routing, auto/predictive/power dialers - Messaging: SMS & MMS, workflows, bots, shared WhatsApp inbox, multi-level IVR, shared email inbox - AI tools: Real-time agent assist, AI coaching, sentiment analysis, call scoring, live monitoring, SMS Copilot, inbound AI Voice Agent - Integrations & collaboration: 100+ CRM integrations, collaborative team workspace **Average Rating:** 4.3/5.0 **Total Reviews:** 2,350 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 8.7/10) - **Automation:** 7.9/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.1/10 (Category avg: 8.3/10) - **Intraday Management:** 7.9/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Saas Labs](https://www.g2.com/sellers/saas-labs) - **Company Website:** https://www.saaslabs.co/ - **Year Founded:** 2016 - **HQ Location:** Palo Alto, California - **Twitter:** @saas_labs (306 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10436435/ (430 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** CEO, Account Executive - **Top Industries:** Computer Software, Financial Services - **Company Size:** 59% Small-Business, 31% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (853 reviews) - Features (528 reviews) - Helpful (453 reviews) - Call Management (415 reviews) - Calling Features (389 reviews) **Cons:** - Call Issues (466 reviews) - Call Functionality (324 reviews) - Connection Issues (271 reviews) - Poor Call Quality (234 reviews) - Slow Loading (223 reviews) ### 19. [Centrical](https://www.g2.com/products/centrical/reviews) Centrical is a real-time performance management, microlearning, gamification, coaching and voice of the employee platform that inspires and personally guides frontline employee success and growth. Centrical was founded in 2013 and serves customers in 150 countries and in 40 different languages. With offices in New York, London, Israel, and Melbourne, Centrical customers include leading multinational enterprises such as British Telecom, Coca-Cola, Microsoft, Teleperformance, Webhelp and more. **Average Rating:** 4.6/5.0 **Total Reviews:** 122 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 8.7/10) **Seller Details:** - **Seller:** [Centrical](https://www.g2.com/sellers/centrical) - **Year Founded:** 2013 - **HQ Location:** New York, US - **Twitter:** @centrical (505 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/centrical/?_gl=1*15lu8u0*_gcl_au*MjU5MjUzMjY0LjE3Mjg4MTc5OTI. (108 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Recruiter, Project Manager - **Top Industries:** Consumer Services, Outsourcing/Offshoring - **Company Size:** 50% Enterprise, 46% Mid-Market #### Pros & Cons **Pros:** - Accessibility (2 reviews) - CRM Integration (2 reviews) - Easy Integrations (2 reviews) - Feedback Management (2 reviews) - Fun (2 reviews) **Cons:** - Learning Curve (2 reviews) - Slow Performance (2 reviews) - Complex Customization (1 reviews) - Delays (1 reviews) - Difficult Setup (1 reviews) ### 20. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) 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 – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise. **Average Rating:** 4.3/5.0 **Total Reviews:** 662 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 8.7/10) - **Automation:** 7.8/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.7/10 (Category avg: 8.3/10) - **Intraday Management:** 8.1/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr) - **Company Website:** https://www.sprinklr.com - **Year Founded:** 2009 - **HQ Location:** New York - **Twitter:** @Sprinklr (38,124 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,349 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Social Media Manager, Social Media Specialist - **Top Industries:** Consumer Services, Marketing and Advertising - **Company Size:** 41% Enterprise, 30% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (81 reviews) - Features (64 reviews) - Helpful (52 reviews) - Efficiency (47 reviews) - Customer Support (37 reviews) **Cons:** - Complexity (29 reviews) - Learning Curve (27 reviews) - Missing Features (26 reviews) - Slow Loading (23 reviews) - Steep Learning Curve (21 reviews) ### 21. [MaxContact](https://www.g2.com/products/maxcontact/reviews) Make every conversation count – for acquisition, retention & recovery. MaxContact is the AI-powered customer engagement software that helps you turn every customer conversation into a high-impact, revenue-driving moment. We empower your teams to connect smarter, perform better, and scale faster - without losing the human touch. Our cloud-based contact centre platform delivers three core benefits: Revenue-driving performance everywhere it matters. Give your team the power to turn conversations into outcomes with AI automation and insights, intelligent targeting, and predictive dialling that drive scalable revenue. MaxContact helps your agents perform at their best with smarter targeting, automation tools, and AI insights. Move beyond gut feel and make performance scalable with results you can repeat. Our customers achieve 200-300% increases in contact rates, campaign conversion rates that double, and team productivity improvements of +25%. We're so confident in these results that we guarantee measurable performance improvements with the MaxContact Performance Promise. CX that fuels growth. Create customer experiences that boost loyalty, increase conversion, and drive long-term value. Better experiences build better business outcomes, turning service into a revenue stream. Our omnichannel features - covering SMS, WhatsApp, email, web chat, and social - ensures every interaction becomes a value-creating moment. With AI agents handling routine tasks and speech analytics providing intelligence, your team focuses on high-impact customer conversations. Scale with confidence, not compromise. Handle more with less without losing the human touch. Automate intelligently, reduce cost-to-serve, and scale confidently even as volumes rise. Our AI works alongside your team - AI does the heavy lifting while your team focuses on what matters most. From automated dialling to intelligent targeting and AI call summaries, MaxContact future-proofs your operations. What can it do for you? • Drive revenue-driving performance with automated dialling and intelligent targeting • Elevate CX as a commercial lever with omnichannel engagement and AI-powered insights • Scale efficiently with inbound and outbound AI agents that handle the heavy lifting • Ensure OFCOM, GDPR & PCI compliance and security across all customer interactions • Transform operations with real-time dashboards, reporting, conversation intelligence and business insights. You're backed by industry experts & 5-star UK-based support. Ready to make every conversation count? Get in touch to find out more - info@maxcontact.com **Average Rating:** 4.6/5.0 **Total Reviews:** 60 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.7/10) - **Automation:** 8.3/10 (Category avg: 8.1/10) - **Performance Analysis:** 7.9/10 (Category avg: 8.3/10) - **Intraday Management:** 8.1/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [MaxContact](https://www.g2.com/sellers/maxcontact) - **HQ Location:** Manchester, England, United Kingdom - **LinkedIn® Page:** https://www.linkedin.com/company/max-contact (62 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Financial Services, Insurance - **Company Size:** 52% Mid-Market, 40% Small-Business #### Pros & Cons **Pros:** - Customer Support (45 reviews) - Helpful (36 reviews) - Ease of Use (34 reviews) - Efficiency (29 reviews) - Reliability (22 reviews) **Cons:** - Complex Reporting (7 reviews) - Missing Features (7 reviews) - Customization Difficulty (6 reviews) - Poor Reporting (6 reviews) - Difficult Reporting (5 reviews) ### 22. [Freshcaller](https://www.g2.com/products/freshcaller/reviews) Freshdesk Contact Center (Formerly Freshcaller) is a simple and reliable cloud-based contact center software that helps businesses connect with customers in an affordable way. With phone numbers in 90+ countries, Freshdesk Contact Center lets customers set up their contact center in a few easy steps, and with zero phone hardware. Freshdesk Contact Center integrates with several CRM and Helpdesk tools, enabling sales and support teams to work seamlessly. With powerful reporting and analytics, admins can get real-time insights into their customer experience as well as agent productivity. WithFreshdesk Contact Center (Formerly Freshcaller) , agents can take calls on their desktops, laptops, or phone (both Android and iOS), to create a fully remote but connected contact center. As business needs change, admins can add agent licenses, purchase additional numbers, add phone credits, and upgrade the pricing plan. Freshdesk Contact Center (Formerly Freshcaller) offers five pricing plans that are tailored to meet different calling needs. Freshdesk Contact Center (Formerly Freshcaller) by Freshworks is a truly modern and reliable phone system that is trusted by over 7000+ customers worldwide. **Average Rating:** 4.1/5.0 **Total Reviews:** 127 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.7/10) - **Automation:** 8.9/10 (Category avg: 8.1/10) - **Performance Analysis:** 8.9/10 (Category avg: 8.3/10) - **Intraday Management:** 8.3/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,028 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,344 employees on LinkedIn®) - **Ownership:** NASDAQ: FRSH **Reviewer Demographics:** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 69% Small-Business, 25% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (2 reviews) - Automation (1 reviews) - Call Recording (1 reviews) - Customer Communication (1 reviews) - Dialing Features (1 reviews) **Cons:** - Lack of Features (2 reviews) - Contact Management (1 reviews) - Contact Management Issues (1 reviews) - Missing Features (1 reviews) - Poor Customer Support (1 reviews) ### 23. [SuccessKPI](https://www.g2.com/products/successkpi/reviews) An AI-powered operating system for high-performing contact centers that delivers insights, action and automation. Complete BI reporting, AI-powered Quality Management, WFM, speech and text analytics, agent automation, and more. - Unified visibility and control: See what’s happening across channels, teams, systems, and workflows in one place, so nothing important is hidden and nothing critical is left unmanaged. - Insight that leads directly to action: Move beyond dashboards and reports to insights that tell you what to do next, who should do it, and where to focus to improve outcomes. - Tools to improve people and processes at scale: Identify coaching opportunities, process breakdowns, and automation candidates across thousands of agents without adding manual effort. - Built for enterprise complexity and regulation: Designed to work inside large, regulated environments with the security, governance, and flexibility enterprise teams require. Rather than monitoring 3-5% of sampled calls, SuccessKPI allows you to monitor 100% of customer contacts allowing companies to catch problems, identify upsell opportunities, and reduce agent churn. Our customers report an average of 10% improvement in NPS. Business Intelligence: Unify CX & EX data across every channel and tool into a single, secure foundation. Measure and improve your customer experience with BI for contact centers. Speech and Text Analytics: Surface real-time insights, anomalies, and signals from every customer interaction with AI-powered speech, text and sentiment analysis. Real-Time Agent & Supervisor Assist: Deliver next-best actions and guidance to agents, and empower supervisors with powerful real-time capabilities. Quality Monitoring: Save time, improve agent performance, and mitigate compliance risks by modernizing your quality management. Supercharge your experience with AI-powered evaluations and scoring. Workforce Management: Forecast interactions, automatically generate schedules, and gain the ability to monitor in real-time giving insight to everyone from the agent to the supervisor. Playbook Builder: Bring powerful AI to life in the most flexible and robust action platform available for contact centers. Put insights to action instantly and achieve better outcomes. Last-Mile Connectivity: Detect, act, and automate resolution of last-mile connectivity issues before they escalate. Keep a pulse on tech problems that plague remote agents such as desktop, network, and headset issues that create bad CX from what should have been successful interactions. **Average Rating:** 4.3/5.0 **Total Reviews:** 77 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.7/10) - **Automation:** 9.2/10 (Category avg: 8.1/10) - **Performance Analysis:** 9.3/10 (Category avg: 8.3/10) - **Intraday Management:** 10.0/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [SuccessKPI](https://www.g2.com/sellers/successkpi) - **Company Website:** https://successkpi.com/ - **Year Founded:** 2017 - **HQ Location:** Chantilly, US - **Twitter:** @successkpi (72 Twitter followers) - **LinkedIn® Page:** http://www.linkedin.com/company/successkpis (169 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Consumer Services, Information Technology and Services - **Company Size:** 59% Mid-Market, 20% Small-Business ### 24. [3CLogic Cloud Call Center](https://www.g2.com/products/3clogic-cloud-call-center/reviews) 3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Management platforms (i.e.: ServiceNow, SAP, Salesforce, etc.). Globally available and leveraged by the world's leading brands, its offerings empower enterprise organizations with innovative capabilities, such as intelligent self-service, Generative AI, Conversational AI, agent automation & coaching, and AI-powered sentiment analytics — all designed to lower operational costs, maximize ROI, and deliver better, faster, and more personalized interactions for IT, employee, and customer service. Built on Amazon Web Services (AWS), the solution delivers highly-available, flexible, and secure (i.e.: ISO 27001, SOC 2, HIPPA, GDPR, etc.) services with various deployment models available (i.e.: Total Cloud, Hybrid Cloud, etc.) to meet the varying needs of enterprise businesses. With 3CLogic, organizations improve automation & self-service, change control, agent productivity (ie: Sales, Help Desk, Customer Support, HR, etc.), and administrative visibility into what drives successful CX and EX outcomes. 3CLogic — reimagining customer and employee experiences so you don’t have to. **Average Rating:** 4.5/5.0 **Total Reviews:** 48 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.7/10) - **Automation:** 9.4/10 (Category avg: 8.1/10) - **Performance Analysis:** 9.4/10 (Category avg: 8.3/10) - **Intraday Management:** 9.4/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [3CLogic](https://www.g2.com/sellers/3clogic) - **Year Founded:** 2005 - **HQ Location:** Rockville, Maryland - **Twitter:** @3CLogic (1,968 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/61895/ (181 employees on LinkedIn®) - **Phone:** 800 350 8656 **Reviewer Demographics:** - **Top Industries:** Information Technology and Services - **Company Size:** 44% Enterprise, 32% Mid-Market #### Pros & Cons **Pros:** - Customer Support (10 reviews) - Helpful (9 reviews) - Efficiency (8 reviews) - Positive Experience (8 reviews) - Ease of Use (6 reviews) **Cons:** - Limited Customization (4 reviews) - Lack of Customization (3 reviews) - Connection Issues (2 reviews) - Dashboard Issues (2 reviews) - Implementation Delays (2 reviews) ### 25. [Avaya Experience Platform](https://www.g2.com/products/avaya-experience-platform/reviews) The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive new business outcomes. **Average Rating:** 4.1/5.0 **Total Reviews:** 153 **User Satisfaction Scores:** - **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 8.7/10) - **Automation:** 7.1/10 (Category avg: 8.1/10) - **Performance Analysis:** 7.3/10 (Category avg: 8.3/10) - **Intraday Management:** 8.7/10 (Category avg: 8.2/10) **Seller Details:** - **Seller:** [Avaya](https://www.g2.com/sellers/avaya) - **Year Founded:** 2000 - **HQ Location:** Durham, North Carolina - **Twitter:** @Avaya (36,791 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1494/ (11,842 employees on LinkedIn®) - **Ownership:** NYSE: AVYA **Reviewer Demographics:** - **Who Uses This:** Telecom engineer - **Top Industries:** Telecommunications, Information Technology and Services - **Company Size:** 52% Enterprise, 34% Mid-Market #### Pros & Cons **Pros:** - Calling Features (2 reviews) - Analytics (1 reviews) - Call Quality (1 reviews) - Connectivity (1 reviews) - Ease of Use (1 reviews) **Cons:** - Complexity (1 reviews) - Customization Difficulty (1 reviews) - Difficult Implementation (1 reviews) - Difficult Setup (1 reviews) - Error Handling (1 reviews) ## Parent Category [Call & Contact Center Software](https://www.g2.com/categories/call-contact-center) ## Related Categories - [Contact Center Software](https://www.g2.com/categories/contact-center) - [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci) - [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) --- ## Buyer Guide ### What You Should Know About Contact Center Workforce Software ### Contact center workforce software buying insights at a glance [Contact center workforce software](https://www.g2.com/categories/contact-center-workforce) helps customer service organizations manage agent scheduling, performance tracking, and real-time workforce optimization across voice and multichannel environments. These platforms use historical and real-time data to automate forecasting, balance workloads, and support remote or distributed teams. Businesses typically use contact center workforce software to schedule shifts, monitor agent adherence, automate manual tasks, and maintain SLA compliance. Common use cases include shift planning, intraday management, agent self-service, and performance analytics. Solutions range from lightweight tools for small teams to enterprise-grade platforms with AI-powered forecasting and omnichannel support. Most contact center workforce tools are priced per user annually, averaging around $1,931 per user/year (approximately $161/month). Some vendors offer free or entry-level tiers, while high-end platforms can cost up to $6,000 per user/year, depending on features and support levels. If you're evaluating contact center workforce software, consider your contact volume, team structure, forecasting needs, integration requirements, and user experience expectations. Key questions to ask vendors include: - How transparent and scalable is the pricing structure? - What training and onboarding resources are provided? - What integrations are supported, and how user-friendly are they? - How responsive is the vendor to customer support issues? - Does the software use AI to automate forecasting or scheduling? G2’s top-rated contact center workforce solutions currently include Salesforce Service Cloud, Talkdesk, Calabrio ONE, Genesys Cloud CX, and NICE CXone Mpower. ### What is contact center workforce software? G2 defines [contact center workforce software](https://www.g2.com/categories/contact-center-workforce) as a type of workforce management solution tailored for customer service operations across voice and multichannel environments. These platforms are purpose-built to help companies forecast demand, schedule agents, and monitor performance metrics—streamlining how service teams handle fluctuating workloads across phone, email, chat, and messaging platforms. This software plays a crucial role in aligning staffing resources with customer demand by using historical trends and real-time data to automate scheduling and shift planning. It allows managers to optimize labor costs, ensure service-level compliance, and support a distributed workforce with diverse skill sets. For agents, it improves daily workflows by offering greater schedule visibility, performance feedback, and workload balance—ultimately increasing engagement and productivity. For organizations managing high volumes of customer interactions, contact center workforce software provides essential capabilities to reduce inefficiencies, eliminate manual processes, and elevate the quality of service delivered. It also helps teams adapt quickly to staffing changes and maintain continuity across multiple communication channels. The global contact center workforce software market was valued at approximately $2.5 billion in 2023 and is projected to reach $5.8 billion by 2032, growing at a CAGR of 9.8% during the forecast period. [_(Source 1)_](https://dataintelo.com/report/global-contact-center-workforce-software-market) G2 currently lists 93 contact center workforce software products, with more than 717 verified reviews shared by real customers. This category continues to evolve as organizations seek agile, cloud-first solutions to manage dynamic customer service operations. [(_Source 2_)](https://documentation.g2.com/docs/research-scoring-methodologies) ### What are the top reviewed contact center workforce systems on G2? G2 scores the top-rated contact center workforce systems based on a [proprietary algorithm](https://documentation.g2.com/docs/research-scoring-methodologies) that factors in real-user satisfaction ratings and popularity from review data. Here are the five highest-rated contact center workforce products G2 for this category: #### 1. [Salesforce Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) - Number of Reviews: 378 - Satisfaction: 100 - Market Presence: 97 - G2 Score: 98 #### 2. [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - Number of Reviews: 449 - Satisfaction: 87 - Market Presence: 80 - G2 Score: 83 #### 3. [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) - Number of Reviews: 238 - Satisfaction: 89 - Market Presence: 74 - G2 Score: 81 #### 4. [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - Number of Reviews: 352 - Satisfaction: 65 - Market Presence: 94 - G2 Score: 79 #### 5. [NICE CXone Mpower](https://www.g2.com/products/nice-cxone-mpower/reviews) - Number of Reviews: 756 - Satisfaction: 51 - Market Presence: 83 - G2 Score: 67 These rankings are determined by combining verified user ratings and publicly available web search popularity data: - The **Satisfaction Score** measures user satisfaction with software products based on user feedback, review quality, quantity, and recency. It helps buyers easily understand how well a product meets user expectations. [(_Source 2_)](https://documentation.g2.com/docs/research-scoring-methodologies) - The **Market Presence Score** measures a product's prominence in its market. It combines data from G2 user reviews and external sources, focusing primarily on product-specific factors to reflect real-world popularity and vendor influence. [(_Source 2_)](https://documentation.g2.com/docs/research-scoring-methodologies) - G2 ranks products using a unique scoring system called the **G2 Score** , calculated from real user reviews, online data, and social signals. This score makes it easy to compare and evaluate different software products within each G2 category. [(_Source 2_)](https://documentation.g2.com/docs/research-scoring-methodologies) ### Contact center workforce software pricing and cost considerations Pricing for contact center workforce software can differ widely depending on the provider, deployment model, team size, and the level of functionality required. Solutions are typically offered across several pricing tiers to accommodate the needs of different types of organizations. Common pricing tiers include: - Free tier: Designed for smaller teams or companies in the early stages of contact center operations, these plans often provide essential scheduling and reporting features with limited customization. Some solutions in this category offer [free versions](https://www.g2.com/categories/contact-center-workforce/free) that can serve as a low-risk entry point for teams exploring workforce management tools. - Entry-level and mid-market tiers: These plans offer broader functionality—such as omnichannel support, basic forecasting, and agent analytics—and are usually priced per user per month or year. They’re ideal for scaling customer support teams that require more operational oversight and automation. - Enterprise-level tiers: Built for high-volume, complex contact centers, enterprise solutions include advanced forecasting, AI-powered workforce optimization, real-time performance tracking, and strategic account support. These offerings are highly customizable and often include integrations with other enterprise systems. Most contact center workforce software solutions are priced per user per year, though some vendors may offer monthly billing options. According to G2 data covering 4 contact center WFM solutions (13 software editions), the average annual license cost is approximately $1,931, which translates to around $161 per user per month when billed annually. Some products include free versions with limited capabilities, while enterprise-grade solutions can cost up to $6,000 per user per year, depending on the depth of features and support. Organizations should carefully assess the total cost of ownership (TCO), including additional expenses such as implementation, user training, integrations, ongoing technical support, and potential upgrades. For businesses considering on-premise deployment, hardware, internal IT staffing, and maintenance costs should also be factored into budgeting. ### Types of contact center workforce software on G2 Contact center workforce software solutions fall into several key types, each designed to support different facets of workforce planning, optimization, and flexibility. Below are the most common types found on G2: - **Intraday Management Tools:** These solutions help supervisors make real-time adjustments to schedules and staffing based on live conditions, ensuring responsiveness to fluctuating demand. Tools with[](https://www.g2.com/categories/contact-center-workforce/f/intraday-management)[intraday management](https://www.g2.com/categories/contact-center-workforce/f/intraday-management) capabilities are especially useful in fast-paced, high-volume environments. - **Mobile-Accessible Platforms:** Designed for distributed or hybrid teams, these tools provide agents and managers with on-the-go access to schedules, shift notifications, and performance dashboards. Products with[](https://www.g2.com/categories/contact-center-workforce/f/mobile-access)[mobile access](https://www.g2.com/categories/contact-center-workforce/f/mobile-access) enable seamless workforce coordination across locations and time zones. - **AI-Powered Workforce Optimization:** These solutions, which leverage [machine learning](https://www.g2.com/categories/machine-learning) and [predictive analytics](https://www.g2.com/categories/predictive-analytics), automate forecasting, scheduling, and performance insights. They often integrate with call center AI software to improve efficiency and reduce manual workload. - **Omnichannel Workforce Management:** These platforms support staffing and performance tracking across multiple communication channels—voice, chat, email, and social media—helping teams align resources in real-time. This functionality often complements broader [contact center software](https://www.g2.com/categories/contact-center) environments. - **Industry-Specific Solutions:** Tailored for sectors like healthcare, retail, or financial services, these tools address unique compliance requirements, workflows, and reporting standards within their respective industries. - **Cloud-Based Workforce Software:** Built for scalability and flexibility, cloud-based platforms offer remote access, automatic updates, and integration with other cloud-native tools. Many align with offerings found under [cloud contact center software](https://www.g2.com/categories/contact-center/f/cloud). ### Best contact center workforce software features rated by G2 reviewers When evaluating contact center workforce software, buyers should focus on these essential features that drive operational efficiency and team performance: - Agent Availability & Scheduling: Gain complete visibility into agent availability—including part-time hours, multiple time zones, and global teams—to build efficient shift schedules. Schedules should comply with labor regulations and reflect any unexpected changes in workload or agent availability. - Forecasting: Use historical data and trends to anticipate future contact volume and determine optimal staffing levels. This helps align scheduling with business demand and prepare for seasonal or campaign-specific spikes in activity. - Skills Management: Organize staff based on qualifications and competencies to make more strategic staffing decisions and ensure the right agents are assigned to the right tasks. - Intraday Management: Adjust in real time to unexpected events like absenteeism or volume surges. Intraday management tools help rebalance workloads throughout the day to ensure SLAs are met, and staffing remains efficient. - Performance Monitoring & Analytics: Track metrics such as calls handled, time per call, and service quality. Performance evaluations are often done monthly or quarterly and can include supervisor reviews and live monitoring to ensure agent and team effectiveness. - Agent Self-Service: Empower agents to manage their own schedules by setting shift preferences, requesting time off, or trading shifts—freeing up supervisor time and improving engagement. - Service Level Tracking: Monitor compliance with internal standards and external SLAs (Service Level Agreements) to avoid penalties and ensure customer satisfaction. - Performance Analytics: Track call volume, quality metrics, and individual agent performance to support coaching and continuous improvement. - Mobile Access: Mobile access enables agents and managers to interact with scheduling and performance tools from any device, supporting remote or hybrid workforces. - Automation: Automate routine tasks such as shift creation, time-off approvals, and alert notifications to reduce administrative overhead and human error. - Cost Tracking: Although not always a native feature, many platforms integrate with time tracking or payroll systems to monitor labor costs—the most significant expense in most contact centers. - Dashboards: Access centralized, visual interfaces that display key workforce metrics and performance indicators at a glance. ### Top contact center workforce software benefits identified by G2 reviewers Effective implementation of contact center workforce software delivers several measurable business advantages, as reflected in user reviews: **Improved customer responsiveness:** By enabling better visibility into agent availability and real-time scheduling, these tools allow teams to respond to customer needs more promptly and efficiently—ultimately enhancing service quality and satisfaction. _“It has been a game-changer for our customer support. It's highly customizable and has helped us streamline our workflows and improve response times. The customizability of it allowed us to tailor it to our in-house process and at the same time improve our process. Overall, it's an excellent tool for enhancing customer service efficiency and satisfaction.”_ - [Asif Raza, CTO](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10385887). **Increased operational efficiency:** Automated scheduling, forecasting, and shift management streamline day-to-day operations, reducing manual workload and freeing managers to focus on strategic tasks. _“This product addresses the challenge of managing customer service interactions across multiple channels by centralizing all data in one platform. As a result, it increases operational efficiency and allows for better, data-driven decision-making, ultimately benefiting businesses with improved customer retention and productivity.”_ - [Umar muqthadar, Salesforce Consultant](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10377914). **Greater visibility and control over agent performance:** Supervisors benefit from performance dashboards and intraday monitoring, which help track agent adherence, call quality, and SLA compliance with actionable insights. “_The platform’s real-time analytics help us track agent performance and customer behavior, allowing us to make data-driven decisions to optimize operations._” - [Amrita Tripathi, Manager - Advisory Consulting](https://www.g2.com/products/genesys-cloud-cx/reviews/genesys-cloud-cx-review-10287289). **Optimized workforce planning:** With historical data and predictive analytics, companies can accurately forecast staffing needs and allocate resources accordingly—minimizing overstaffing or undercoverage across shifts. _“The tool provides a comprehensive set of tools for managing and optimizing contact center operations. Its strengths in forecasting, scheduling, quality management, and analytics make it a valuable asset for any contact center aiming to improve efficiency and customer satisfaction.“_- [User, Customer Sales Administration](https://www.g2.com/products/calabrio-one/reviews/calabrio-one-review-9697696). **Enhanced user experience and adoption:** Users consistently cite the ease of use and intuitive design of these platforms, which accelerates adoption and reduces the need for extensive training. _“This platform is very reliable and user-friendly! I use this application every day for my position. The interface is very clean and intuitive—it's super easy to navigate, and I enjoy that it offers customizable features. The integration and implementation of this tool into our call center was seamless.”_[_—_User, Senior Customer Support Representative](https://www.g2.com/products/talkdesk/reviews/talkdesk-review-10005946). ### Top contact center workforce software challenges identified by G2 reviewers Implementing contact center workforce software can introduce specific operational and strategic challenges. Based on user reviews from G2, the most frequent issues include pricing uncertainty, user interface limitations, restricted customization, and integration complexity. Here’s a breakdown of the most common pain points, with actionable guidance to help buyers evaluate vendors more effectively: **1. Cost concerns:** Many reviewers flagged high or unclear pricing structures as a challenge—especially for growing or mid-sized organizations evaluating enterprise-level software tiers. The perception of cost often outweighs perceived value when core features are locked behind premium packages. - **Essential questions to ask your contact center workforce vendor:** What’s included in your pricing tiers? Are there extra charges for advanced features, additional users, or support packages? - **How to overcome the challenge:** Request transparent pricing breakdowns and opt for vendors that offer flexible, scalable plans that align with your forecasted team size and usage. **2. User Interface Limitations:** Users also mentioned challenges related to outdated or unintuitive interfaces. These issues can affect agent adoption and slow down key workflows like schedule adjustments or shift swapping. - **Essential questions to ask your contact center workforce vendor:** Can you provide a demo of the user experience for agents and managers? What UI/UX improvements are on your product roadmap? - **How to overcome the challenge:** Look for platforms that offer intuitive dashboards and customizable views. Engage your frontline users in the demo process to ensure usability fits daily needs. **3. Customization Constraints:** Some users expressed frustration with limited reporting capabilities, rigid forecasting tools, or the inability to tailor dashboards. This can restrict how teams respond to evolving performance and staffing needs. - **Essential questions to ask your contact center workforce vendor:** How flexible are your reporting and scheduling tools? Can teams customize dashboards, KPIs, or workflows without coding? - **How to overcome the challenge:** Prioritize vendors that provide no-code configuration options and robust reporting frameworks that adapt to team-specific performance metrics. **4. Integration Complexity:** Integration issues—whether with CRM systems, payroll tools, or telephony platforms—were a notable concern. Users cited difficulties in syncing data, limited pre-built connectors, or lack of support during setup. - **Essential questions to ask your contact center workforce vendor:** What third-party tools do you natively integrate with? Do you provide implementation support for integrations? - **How to overcome the challenge:** Choose software that offers pre-built integrations with key systems and hands-on onboarding assistance. Validate compatibility with your tech stack early in the buying process. ### What are contact center workforce platforms used for? Contact center workforce software is primarily used to improve how customer support teams manage scheduling, staffing, and performance across high-volume, multichannel environments. User reviews highlight several core use cases: - **Scheduling and Shift Management:** Many users rely on these tools to create and manage staff schedules, particularly for teams working across different time zones or handling varied workloads. Features like shift swapping, real-time updates, and forecasting help maintain consistent coverage. - **Performance Monitoring and Optimization:** The software is widely used to track agent performance through metrics like call volume, handle time, and service quality. Managers use these insights for coaching, accountability, and ensuring SLA compliance. - **Improving Customer Service Operations:** Teams use workforce software to ensure timely responses and consistent service across communication channels. Several reviews emphasize improved responsiveness and better coordination between teams and agents. - **Remote and Hybrid Workforce Support:** With growing distributed teams, users report valuing features like mobile access and cloud-based dashboards that allow agents and supervisors to stay aligned, even when working remotely. - **Reducing Manual Effort Through Automation:** Another common use case is the automation of routine tasks—such as shift planning, attendance tracking, or exception handling—to free up administrative time and increase efficiency. ### Who uses contact center workforce solutions? Contact center workforce software is used by professionals across multiple roles, including agents, administrators, consultants, and executive sponsors. According to G2 reviewer data, typical users include customer sales specialists, assistant managers, risk investigators, and IT administrators. Common industries include consumer services, telecommunications, healthcare, automotive, and information technology. ### **Common contact center workforce software integrations** Contact center workforce tools are frequently integrated with a range of other platforms to unify operations and improve customer service outcomes. User reviews reflect several consistent integration patterns: - **CRM and Case Management Systems:**  Integrating workforce software with customer relationship and case management platforms enables teams to align staffing schedules with customer interactions. This helps ensure agents have immediate access to relevant context for each case, improving responsiveness and service continuity. These connections are often part of broader [CRM software](https://www.g2.com/categories/crm) usage. - **Omnichannel Contact Center Platforms:** Users often mention integrations with full-scale[](https://www.g2.com/categories/contact-center)[contact center software](https://www.g2.com/categories/contact-center), allowing seamless coordination across voice, chat, email, and social platforms. These integrations help align staffing needs with customer engagement patterns across multiple channels. - **Communication and Collaboration Tools:**  Users often mention the value of integrating with [internal messaging and collaboration platforms](https://www.g2.com/categories/internal-communications). These integrations allow for immediate scheduling updates, shift notifications, and status changes, helping managers and agents stay aligned throughout the day. - **Business Intelligence and Reporting Tools:** Workforce platforms are also used in tandem with [analytics and dashboard tools](https://www.g2.com/categories/analytics-platforms) to track key performance metrics, such as adherence, occupancy, and service-level compliance. These reports help teams identify gaps and make data-driven staffing decisions. - **Workflow Automation and API Integrations:** Custom workflows and APIs enable businesses to connect workforce software with internal HR, [payroll](https://www.g2.com/categories/payroll), and [performance systems](https://www.g2.com/categories/performance-management). These integrations reduce manual data entry and ensure accurate [time tracking](https://www.g2.com/categories/time-tracking-software), attendance, and labor cost monitoring. ### Software and Services Related to Contact Center Workforce Software 1. [**Contact center operations software**](https://www.g2.com/categories/contact-center-operations) **—** Contact center operations software provides businesses with the necessary infrastructure for running a contact center. These products commonly offer features of or integrate with contact center workforce software. 2. [**Speech analytics software**](https://www.g2.com/categories/speech-analytics) **—** Some contact center workforce products provide advanced speech analytics features to record and analyze customer support calls. Speech analytics software offers additional coaching to call center representatives to help them understand customers’ emotional states, which can improve the customer satisfaction. 3. [**Contact center quality assurance software**](https://www.g2.com/categories/contact-center-quality-assurance) **—** Contact center quality assurance software provides features for evaluating customer interactions and delivering personalized feedback to customer service agents. By combining contact center workforce and quality assurance solutions, customer support departments gain a holistic view of their team’s operations and coach individual team members to improve performance and productivity. 4. [**Workforce management software**](https://www.g2.com/categories/workforce-management) **—** Businesses use workforce management software to plan, manage, and track employee work. While contact center workforce software offers specialized solutions for managing customer support agents, workforce management software can be leveraged across all departments in an organization. ### Future of Contact Center Workforce Software The contact center workforce landscape is rapidly evolving as teams adapt to new technologies, operational models, and employee expectations. The trends below highlight where the market is heading, based on real-world needs and forward-looking research. 1. **Remote Work:** As hybrid and remote work models become standard, contact centers increasingly rely on cloud-based workforce tools to manage remote agents. These platforms offer mobile access, real-time performance monitoring, and secure logins—critical for distributed teams operating outside of centralized offices. [(_Source 3_)](https://blog.contactcenterpipeline.com/2025/01/2025-trends-in-wfm/) 2. **Outsourcing Across Geographies:** With contact centers commonly outsourcing operations across multiple regions, workforce software must support compliance with regional labor laws, multilingual scheduling, and varied operational protocols. 3. **Channel Diversification & Automation:** Customer interactions are shifting away from traditional voice to digital channels like chat, social media, and messaging apps. Simultaneously, automation tools such as voicebots and AI assistants are being used to handle routine tasks. Workforce tools must now support omnichannel planning and account for automation within forecasting models. [(_Source 4_)](https://www.inoria.com/blog/the-top-10-contact-center-trends-to-deploy-in-2025/) 4. **AI-Powered Forecasting and Real-Time Optimization:** AI is increasingly embedded in workforce software to automate forecasting, dynamically adjust schedules, and optimize agent availability. These systems enhance responsiveness while reducing manual planning. [(_Source 5_)](https://liveops.com/contact-center-industry/optimizing-contact-center-industry-trends-in-2025-key-trends-to-embrace-this-new-year/) 5. **Elevated Focus on Agent Experience:** Workforce platforms are incorporating self-service scheduling, real-time feedback, and wellness tracking to reduce burnout and improve retention. Companies are recognizing that employee experience is directly tied to customer satisfaction. [(_Source 6_)](https://www.genesys.com/en-gb/blog/post/4-benefits-of-modern-contact-centre-workforce-management-software) 6. **Cloud-Based Scalability:** Cloud-native platforms continue to gain traction, offering more agility, scalability, and accessibility than traditional on-premise systems. They also support faster deployment and flexible licensing—key for centers managing seasonal or fluctuating demand. ([_Source 7_](https://www.joinkumo.com/2025/02/9-contact-centers-trends-for-2025/)) ### Sources 1. [Contact Center Workforce Software Market](https://dataintelo.com/report/global-contact-center-workforce-software-market), Dataintelo 2. G2 reviews data: G2 reviews are sourced from verified software users and factor in satisfaction ratings, market presence, and real-time popularity data. Rankings in this guide are based on an analysis of G2 user reviews published within the last 12 months. For more details, read [G2’s full scoring methodology](https://documentation.g2.com/docs/research-scoring-methodologies). 3. [2025 Trends in WFM](https://blog.contactcenterpipeline.com/2025/01/2025-trends-in-wfm/), Contact Center Pipeline 4. [Top 10 Contact Center Trends to Deploy in 2025](https://www.inoria.com/blog/the-top-10-contact-center-trends-to-deploy-in-2025/)_,_ Inoria  5. [Optimizing Contact Center Industry Trends in 2025](https://liveops.com/contact-center-industry/optimizing-contact-center-industry-trends-in-2025-key-trends-to-embrace-this-new-year/)_,_ Liveops 6. [4 Benefits of Modern Contact Centre Workforce Management Software](https://www.genesys.com/en-gb/blog/post/4-benefits-of-modern-contact-centre-workforce-management-software)_,_ Genesys 7. [9 Contact Center Trends for 2025](https://www.joinkumo.com/2025/02/9-contact-centers-trends-for-2025/)_,_ Joinkumo