Best Contact Center Workforce Software - Page 6

Castel Maestro

Castel Maestro empowers contact centers with the ability to align operations with the requirements of TCPA and state and local calling restrictions.

Cention Contact Center

Cention can help you: • handle all your channels in one system with pure OMNI-channel support • get a full 360° view of all your customers communication, including complete history • have chat bots working side by side with your agents with seamless transfers and full history • route all errands to the right queue, right agents and right bots automatically • get help internally and externally with our Collaboration feature • get full statistic coverage with our Reports module

Contact Center Wallboards

Get a bird's eye view to proactively manage contact center performance. iVision Plus is an advanced monitoring platform that drives agent engagement and motivation through a visually impressive display of real-time contact center metrics. It collects data from multiple sources to provide a relevant view of the contact center. These metrics help to keep agents, supervisors, and administrators on track and in sync with their goals and the company’s milestones. This view is displayed graphically in a gamified, intuitive, and visually impressive manner, which empowers & motivates both supervisors and agents. iVision Plus's powerful suite of designer components and tools enables administrators to create custom wallboards as per the business needs. The solution also comes with pre-built, ready-to-use templates for general use cases. The solution can be used as a contact center wallboard and Agent Dashboard. While iVision wallboards can be used to display team-level KPIs and real-time metrics through intuitive and gamified wallboard designs, the agent dashboard focuses on optimizing agents' performance. Agent dashboard enables agents to optimize daily performance through a customized dashboard displaying data in the most useful manner. Features ⦿ A powerful suite of visually impressive designer components ⦿ Access to real-time contact center metrics right at the design time ⦿ Out-of-the-box, pre-designed, ready-to-use templates ⦿ Drag and drop designer studio for easy customization ⦿ Broadcast Messages/Flashers ⦿ Auto-discovery of network connection ⦿ Threshold customization

DCDial

Our cloud-based contact center solution helps companies reach millions of customers via interactive text and voice. Our highly customizable solution boasts an intuitive and user-friendly interface that allows our clients to design and deploy sophisticated communication strategies quickly and with relative ease. We help our clients boost productivity, enhance efficiency, and increase profitability by automating business processes: sales and marketing, scheduling, announcements, payment processing, and more. Based in Atlanta, Georgia.

Average Rating: 5.0/5.0

Total Reviews: 2

DVSAnalytics Workforce Optimization

Eleveo Workforce Optimization

Eleveo delivers simplified, powerful Workforce Optimization solutions designed to solve complex contact center challenges. Our mission is to elevate every customer interaction with tools that are easy to deploy, use, manage, and scale. From AI-driven Workforce Management, Quality Management, and Compliance Solutions to Analytics, Eleveo offers flexible deployment options—on-premises, in the cloud, or in a hybrid environment—and consistently earns a 90+ NPS from customers year after year. For more than two decades, Eleveo has positively impacted the customer, agent, and management experience in contact centers of all sizes.

FLOW

Intellicus Flow, the new age WFM solution, brings the best of AutoML, AI and Cloud technologies to omni-channel forecasting, planning and optimizing workforces. With Flow, match the right agent with right skills at right time for every customer interaction. At Intellicus, we understand that BPMs today need a modern WFM solution to keep pace with rapidly changing customer expectations. Flow is a modern WFM solution that has the flexibility and power to turn challenges into fuel for growth and helps BPMs balance profitability with the customer demand for rich experience on multiple channels. Wherever your data lives and whichever system you choose to use, gain visibility across multiple locations and sources for actionable insights. Forecast and plan quickly and accurately to maximize productivity by infusing your contact center with AutoML. Flow helps BPMs plan overcome real-world complexities so that they never have to face a crisis. With ML, plan the right number and type of shifts to control leakages without the tedious manual work. Offload the administrative tasks of rostering and scheduling to Flow and be free to care for your customers. Get the insights you need, when you need them and how you need them to surpass every KPI. Ready to Flow into the future of WFM? Write to marketing@intellicus.com today.

Foresight WFM

Foresight WFM is workforce management software for contact centers, built for transparency and speed. Upload your history in a spreadsheet and get a forecast, capacity plan, and optimized schedules in about 40 minutes — no integration, no implementation project, no per-agent fees. Multiple forecasting models compete on your data. You see every model's tested accuracy, set your own staffing guardrails, and download every intermediate calculation — including an honest year-over-year baseline that shows when a simple method beats the models. Visualize results, fine-tune schedules interactively, and export everything to a formatted Excel workbook you can share with any team. Works with any phone system, and alongside any WFM suite you already run. Priced per planner, never per agent.

Geomant Cloud

With offices across the globe and certified by leading technology providers including Avaya, Microsoft, and Cisco, Geomant is a well-established, innovative Software Developer and Systems Integrator specializing in solutions that improve efficiency, optimize the workforce, and strengthen the operations of a contact center. Geomant helps businesses navigate the challenges associated with integrating and managing communication solutions within multiple systems and environments. Our product suite includes Geomant Wallboard, a real-time and historical performance management solution that supports Contact Center management and staff, whether remote, hybrid, or in the center. For over 20 years, we have delivered the right innovative, high-quality solutions that leverage and extend your existing communication investment and strategies so that you can provide the ultimate customer interaction experience.

Average Rating: 5.0/5.0

Total Reviews: 1

Inteam

Optimizes and motivates your teams with advanced work planning Strikes the perfect balance between workload forecasted across all channels, level of service you need, and your agents’ preferences. Advantages of Inteam >95% accurate automated forecasting. Algorithms automatically determine the ideal number of agents considering the multichannel activity history, seasonality, trends, and intraday distribution. Optimized shift planning. Allows you to easily and visually organize the schedule for your team and lines of business. You can monitor each agent’s performance with custom dashboards. Forecast adapted to your business. The calculation applies working rules, being able to consider rotating shifts, agent skills, vacation time, holidays, and contract exceptions. Agent portal and app for employees. Your teams can indicate their scheduling preferences, automatically trade shifts with their peers, and access overtime and optional breaks. Contact center integration. Boasts native connection with Inconnect and can be easily integrated with third-party contact centers, facilitating data extraction and making even more accurate forecasts. Real-time service level supervision. Allows you to review contact center activity and compare it with the forecast. Facilitates visualization of service level fulfillment to make proactive decisions. Applications Adaptation of schedules and allocating personnel during peak demand. Immediate adjustment implementation in response to operational issues or saturation thanks to live dashboards. Agent shift swapping to reduce operational load. Automated organization of shifts considering vacation, time off, and skills. Planning meetings and training sessions for less busy times. Technical characteristics High-precision forecasts Automatic calculation - Calculations for all kinds of interactions and annual, monthly, weekly, and daily operation times. - Impact tracking and forecasting for special days for each line of business. - Automated intraday distributions. Multiservice planner - Automated programming of support segments between business lines. - Planning meetings for the best times. Service level simulation - Results prediction combining shift schedules and forecasts. - Shift scheduling strategies to achieve better coverage. Planning based on operational priorities Agent portal and mobile app - Flowing communication between agents and company. - Scheduling preferences register. - Shift swapping between peers without supervision. Configurations adapted to the business - Priority services and work schedules by service. - Maximum and minimum number of agents per service and per schedule. - Target level of service and abandonment rate per service. Custom dashboards - Dashboards for each profile by type of service or agent group. - Minute-by-minute agent status by month, week, or day in a single view. - Definition of adherence and non-adherence statuses.

Average Rating: 4.0/5.0

Total Reviews: 1

IntraManager Work

KnoahSoft Harmony

The KnoahSoft Harmony™ Workforce Optimization software suite gives contact centers the ultimate in workforce optimization functionality and flexibility with the best total cost of ownership (TCO) profile in the market.

KoolToolz

cc-Modeler Professional call center software simplifies staffing, scheduling and optimizing service in your call center - no matter whether it is large or small.

Newbridge

Newbridge Telecom Solutions merges managed customer experience solutions with the benefits of customized technology.

Average Rating: 4.5/5.0

Total Reviews: 1

OneContact CC

A 360º contact center management platform that combines multiple communication channels: voice, video, e-mail, social media and chat (WhatsApp, Facebook Messenger and Skype). A unified customer experience that can be delivered to different scales and business models. It includes OneContactFlows, a intuitive drag and drop tool to design IVR. The Interactive Voice Response system - IVR (Voice or Visual) is a powerful self-service tool, available 24/7, that helps to filter interactions, redirect communication and reduce waiting queues. KEY BENEFITS: 1.Intuitive, unified and omnichannel interface made for customer engagement 2.Feature rich platform, customizable to your needs 3.Flexible, scalable deployment options (Public Cloud, Private Cloud and On-Prem).