Top Free Contact Center Workforce Software
Check out our list of free Contact Center Workforce Software. Products featured on this list are the ones that offer a free trial version. As with most free versions, there are limitations, typically time or features.
If you'd like to see more products and to evaluate additional feature options, compare all Contact Center Workforce Software to ensure you get the right product.
NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive
Customer relationships can be complex, but that doesn’t mean they have to be difficult. Genesys Cloud™ makes customer relationships simple. Built to handle any channel, the Genesys Cloud solution follows the conversation everywhere—turning calls, email, chats and social comments into a seamless conversation. Connect with Customers Genesys Cloud simplifies the way you connect with customers across channels, providing all the context you need to deliver more personalized experiences and build st
CloudTalk is user-friendly cloud-based phone software for sales and support teams. It is used by startups, scale-ups, SMEs or eCommerce to improve customer experiences and team performance. To achieve this, CloudTalk provides more than 50 advanced calling features. Thanks to seamless integration with the favourite tools (such a CRM, Helpdesk, or e-commerce platforms, etc.), CloudTalk helps companies deliver first-class customer experiences, resulting in the growth of their profitably. Cloudtalk
Altitude Xperience business package offers a cost effective, flexible and reliable solution for each business need. Delivered On Premise or Cloud. Altitude has a 25-year track record of industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. Altitude Software has 12 offices in four continents, a 160-strong partner network, and is ISO 9001 certified for its worldwide customer support.
CallFinder® is the leading provider of managed cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription with conversational insights such as sentiment and emotion detection. Our easy-to-use, economical, and effective solution helps small and medium size businesses with both contact center and remote agents automate quality monitoring to improve agent performance and provide a superior customer experience. CallFinder clients experience: • 100% visibility in
Intradiem provides an intelligent assistant for customer service teams. Call centers generate massive amounts of data – much more than people can analyze themselves. Our Intelligent Assistant processes this data in real time to intelligently determine – and direct –each rep’s activity to maximize productivity and engagement – every minute of every shift. Our AI-powered technology has been built on the management best practices of dozens of the world’s leading brands, and it continues to bec
nGUVU offers an employee engagement platform for contact centers. Using game mechanics, recognition, and social media concepts, nGAGEMENT influences agents’ behaviors by leveraging people’s natural desire for competition, collaboration, achievement, status and recognition to build intrinsic motivation and improve employee engagement. nGAGEMENT is an immersive experience that empowers agents to self-manage and makes it fun for them to accomplish tasks that are at the core of their responsibilit
Freshcaller is a cloud-based modern phone system that helps you in scaling your business without having to worry about the complexity. Freshcaller offers phone numbers in 90+ countries, requires zero phone hardware, and is easy to set up. As a phone system designed for teams with little/ no IT support, Freshcaller allows users to create a new account in minutes and configure rules, business hours, and routing processes that are effected/executed in real-time. Freshcaller enables businesses to
Assembled is a modern workforce management platform built for rapidly scaling global support teams. We help teams forecast support demand, build and manage team schedules, track real-time performance and schedule adherence, and uncover insights to improve support operations. Most importantly, we provide schedule transparency not only to support managers/workforce managers, but also to the team handling calls/emails/chats. We allow your whole team to view schedules and overall performan
QEval is Etech Global Service’s SaaS-based call center quality monitoring software, specifically addressing operational issues. It is an intelligent tool that plays a major role in accomplishing stringent demands of quality, customer experience, and compliance. With Etech QEval, organizations across different domains can identify opportunities and actions in order to improve their internal processes, sales conversion, and customer satisfaction. Regardless of the campaign size, call volume, ch
Unrivaled productivity with omni-channel reach. TCN's multichannel communications are designed with productivity and efficiency in mind. From inbound, outbound and blended to predictive dialing and customizable IVRs, TCN five you the power to connect with your customers like never before. Eliminate hassle with TCN's blended, inbound and outbound contact center suite.
Top 10 Free Contact Center Workforce Software in 2021
- NICE inContact
- Genesys Cloud
- CloudTalk
- Altitude Xperience
- CallFinder
- Intradiem
- nGAGEMENT
- Freshcaller
- Assembled
- QEval Pro
Learn More About Contact Center Workforce Software
What is Contact Center Workforce Software?
Contact center workforce software is a workforce management technology designed specifically for customer service teams, call centers, and contact centers. While call centers focus exclusively on inbound and outbound voice calls, contact centers and service teams also use other communications channels such as email or text messaging. Contact center workforce software allows companies to manage a diverse workforce with various qualifications and experience levels with one or more of the channels mentioned above. This type of software is mostly beneficial to companies with large teams that are using obsolete technology to manage and track their workforce. Its main focus is employee scheduling, planning, and monitoring, which can help increase agent productivity and performance.
Key Benefits of Contact Center Workforce Software
- Optimize the call center workforce
- Reduce operational costs
- Track contact center agent performance
Why Use Contact Center Workforce Software?
Contact centers sometimes employ hundreds or thousands of people, making it difficult for managers to plan and assign shifts. Furthermore, many contact center employees work part-time and have limited availability; resources like workstations are limited, and contact centers need to find the best way to satisfy demand despite the constraints mentioned above.
Planning and scheduling — Contact centers need to constantly adapt to the changing needs of their customers through flexible planning and by scheduling resources based on their availability.
Improve customer satisfaction — Customers expect the best quality at reasonable costs, which can only be achieved when agents are properly trained and engaged and idle times are reduced as much as possible.
Support employees — Agents are the most important asset of a call center, which is why companies need to ensure that they are engaged at work, which makes them more productive and loyal.
Who Uses Contact Center Workforce Software?
All employees of a contact center benefit from using this type of software. Depending on their role, employees use different modules of the software, as described below.
HR employees — HR professionals create strategies to optimize the workforce and monitor labor costs. They follow trends such as employee turnover and agent performance and identify opportunities for improvement.
Supervisors — Shift supervisors take a more hands-on approach to planning and scheduling. They define and implement short term schedules and are responsible for making last-minute changes when resource availability changes. Supervisors also train and coach agents and monitor the quality of their work.
Executives — Managers and executives use the analytics modules of this type of software to track costs, performance, and customer satisfaction. Executives are also involved in contract negotiations with customers and need to estimate if the company is able to deliver on its promise.
Agents — Contact center agents use this type of software to share their availability and preferred shifts with supervisors. After shifts are assigned, agents can see when they are supposed to work and for how long. At the end of each shift, agents enter the time worked on each project and task.
Kinds of Contact Center Workforce Software
Contact center platforms — Platforms include functionality and modules for all or most contact center activities and do not focus exclusively on workforce management. Workforce management is delivered as a module or a standalone product part of a suite. This option provides better integration between workforce management software and solutions for operations, but is also costly because of its complexity.
Best-of-breed software — This type of software only provides features for contact center workforce management. It is a good option for companies that already use other software solutions for contact center operations.
Contact Center Workforce Software Features
This type of software includes standard workforce management features such as workforce planning and functionality specific to contact centers, such as intraday management. Contact center workforce software products cover the functions mentioned below, and advanced features are available through integration with other solutions.
Agent availability — Many contact center agents work part-time, which means that they are only available a few days per week. Also, since contact centers may have customers in multiple time zones, they need agents available in the evening and on the weekends. Finally, call centers may have multiple locations in different countries and may allocate resources from multiple teams to the same project. It is therefore critical that companies have complete visibility into the availability of all of their agents.
Shift planning — Managers and supervisors assign agents and physical resources to tasks based on their availability and the requirements of their customers. Planning should consider labor regulations related to the maximum time worked by day or week, breaks, and time off.
Workforce scheduling — Shift planning is the starting point for workforce schedules, but unexpected changes may force supervisors to review scheduling. For instance, customers may require additional work, or agents may have to work additional hours when targets aren't achieved on time. All these changes should be reflected in the work schedules so that supervisors are able to communicate with agents to let them know when they're supposed to work and for how long.
Intraday management — Intraday features ensure that agents adhere to the daily schedule and perform as expected. This functionality rebalances each day’s workload to ensure that there are enough resources to comply with service level agreements (SLAs). Depending on their role and experience, agents are expected to perform within predefined parameters such as the minimum number of calls per hour or average time per call. Consistently low-performance levels may indicate that agents are not motivated or require additional training.
Forecasting — Using historical data, companies create forecasts for future demand and estimate the resources required to fulfill it. Forecasting also considers potential risks that may impact the company's ability to deliver services on time and budget.
Performance analysis — Agent performance is tracked by monitoring multiple factors such as the number of calls performed, the time spent per call, and the quality of their work. Agent performance is evaluated at regular intervals, such as monthly and quarterly. Supervisors may also listen to calls without warning and intervene when required. Supervisor performance is evaluated based on their team's work and their ability to solve unexpected issues such as workforce shortages and dealing with aggressive customers.
Cost tracking — Labor represents the most significant cost of a call center, which is why companies need to monitor all the hours worked by agents. Since time tracking functionality isn't always included in contact center workforce software, this type of software integrates with other systems to import labor data.
Service levels — While contact centers have internal quality standards, many customers have SLAs that need to be respected. SLAs are usually a contractual obligation, and contact centers that do not comply may have to pay penalties or get sued.
Additional Contact Center Workforce Software Features
Workforce optimization — Using machine learning and artificial intelligence, companies identify agents that are more likely to underperform and assign them to less critical tasks. Intelligent technology may also estimate the likelihood of disruptions like bottlenecks, such as when there are more available agents than workstations.
Potential Issues with Contact Center Workforce Software
Integration — This type of software generates a lot of business data such as time tracking, which needs to be transferred to other systems such as HR, payroll, and accounting. This ensures that agents and supervisors are paid accurately, based on their role and work volume. Integration with HR systems also helps companies monitor time off, vacation, and benefits.
Compliance — Contact centers need to comply with privacy regulations such as the U.S. National Do Not Call Registry. The software also has to protect private data from hackers and unauthorized access by users. Since privacy regulations vary significantly from one country to another or by state or city, software providers may not always be up to date with the latest changes in compliance.
