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:
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Available as a cloud, hosted or on-premise solution, award-winning Aspect Workforce Management software helps you accurately and easily forecast staffing requirements across all customer-facing inbound, outbound and back office resources. Achieve contact center SLAs at the lowest labor cost while improving both agent engagement and the customer experience. Ensure that you have appropriately skilled agents staffed at the times you will need them to accommodate customer interaction volumes without overstaffing. Using historical volume patterns adjusted for known upcoming events that will influence volumes, Aspect Workforce Management accurately forecasts the need for specific agent skills in each interaction channel whether voice, email, chat, inbound, outbound or other. The scheduling function incorporates a wide variety of features including the ability to blend multi-skilled staff across all channels, optimize based on business need or employee preferences and create/test limitless trial schedules. Aspect Workforce Management provides very flexible agent scheduling self-service with schedule trades, sequential shift bidding, schedule trades bulletin board, time-off requests, vacation balance checking and other options. The intra-day tracking capability compares actual vs. forecasted contact and staffing statistics for both inbound and outbound resources in 15-minute intervals. Receive real-time alarms when agents are not adhering to official schedules and view history of alarms.
Genesys PureEngage is the Genesys Customer Engagement Platform for the enterprise. Built to bring flexible solutions for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations. Complete customer and employee journey management Built to manage both the customer and employee experience, across all channels, it leverages the power of Artificial Intelligence and Machine Learning to supercharge both customer and employee journeys. Integrate your systems and leverage existing investment. Unify all customer-engaging teams—from marketing and sales through service and support. Easy to use Designed to rapidly deploy easy-to-configure and administer customer experience solutions and turn on new applications and services when you need them. Flexible to deploy Even choose the consumption model that’s right for your business—cloud, on-premises subscription or perpetual on-premises licensing. Extensive customizability through open APIs and web standards lets you easily extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.
PureConnect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise, PureConnect lets you replace multiple point solutions with a single platform that supports empowered employees and loyal customers. Do more with less An all-in-one multichannel platform enables you to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership. Speed time to value A single set of broad and deep applications allows you to rapidly deploy and turn on new applications and services when you’re ready— new functionality is built right into existing interfaces. Maximize flexibility and protect investments An open, standards-based architecture gives you the flexibility to tailor applications to meet your unique business requirements. You also protect investments by integrating PureConnect with any existing application. Reduce risk The market-leading PureConnect platform reduces your business risk. For cloud customers, you can minimize risk with your own instance of the application, have the option to keep voice traffic and recordings on your network, and control the timing of updates.
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 partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognized as a market leader by the leading industry analyst firms. www.niceincontact.com
Calabrio ONE elevates contact center workforce optimization (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 workforce optimization (WFO) software suite, Calabrio ONE helps companies put their customers first. The integrated analytics helps business users of all backgrounds easily analyze and act upon the data gathered everyday in the contact center to improve customer satisfaction, protect your brand, increase product innovation. Whether you’re running your contact center in the Cloud, On-Premises, or in a Hybrid Environment, Calabrio ONE is easy to use, easy to personalize, and provides the smart insight you need to improve customer and agent experience in your contact center. Find news and information at www.calabrio.com. Follow @calabrio on Twitter.
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.
Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. For more information visit www.five9.com.
Are you currently conducting quality evaluations on your service team? Are your growth and high amounts of customer demands affecting your service? Running quality assurance on spreadsheets is difficult to control, not scalable and not accurate enough for you to make decisions on what needs to be improved and what’s truly important to your customers. Centralize, filter, and prioritize all your interactions to identify where the real problems are. PlayVox is a quality assurance software for customer service teams. By using PlayVox you can manage all your quality operations to easily pinpoint customer service issues and take real-time action such as coaching, training and motivating agents to drive continuous improvement.
Hosted VoIP Business Phone Service and More… 8x8 business VoIP helps you serve your customers better with mobile, flexible solutions that help you do business anywhere, anytime. From hosted VoIP business phone service and cloud-based call center software to unified communications, our services are easy to use, incredibly advanced and less expensive than traditional solutions. Ranked #1 hosted VoIP provider. Proven. Reliable. Secure.
Telax offers an industry-leading Contact Center as a Service (CCaaS) solution to businesses of all sizes, combining robust omnichannel capabilities with carrier-grade reliability, plus world-class deployment and support services. Whether you’re a small or medium business looking to upgrade your legacy call center platform, or a larger organization running omnichannel customer contact operations across multiple sites, the versatility of the Telax solution can help you deliver a better customer experience – without breaking the bank! Reach out today to learn more. Visit https://telax.com or call 1.888.808.3529!
Monet Live WFO, by Monet Software is an effective and easy to adopt cloud-based workforce optimization solution that includes workforce management, quality monitoring, performance management and analytics, all in one integrated platform. - Workforce Management – Monet WFM Live: Create more accurate forecasts, develop more effective call center schedules and increase agent adherence - Quality Monitoring – Monet Quality: Increase productivity, provide better customer service & comply with legal requirements. Evaluate customer interaction identify coaching opportunities and customer experience detractors. - Performance Management – Monet Metrics: Easily track, analyze and manage agent, group and center performance to optimize customer service. - Speech and Desktop Analytics – Monet Analytics: Get more insights into customer interactions and internal processes and deliver exceptional customer service while improving productivity and efficiencies. Customers can quickly and easily optimize all aspects of their workforce with one cost effective solution that is easy to implement in 30 to 60 days, delivers rapid payback and is very IT friendly through its secure cloud-based model. Monet Software has helped many contact centers deliver great customer service and experiences while gaining better insights and cost management.
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 responsibilities.
Enterprises across the world modernize their communications with employees and customers with 3CLogic’s Cloud Contact Center Platform. Built on Amazon Web Services (AWS), the solution provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Salesforce, Microsoft Dynamics and SugarCRM. With deployments on four continents and a growing base of Global 2000 clients, 3CLogic drives digital transformation by improving customer experience, organizational efficiency and reporting insights using dynamic IVR, CTI, AI, advanced analytics, and API-driven integrations. The solution also includes call-recording, dynamic scripting, text-to-speech, as well as customizable, consolidated dashboards, reporting and analytics. For enterprise customers migrating from an on-premise solution, 3CLogic offers unmatched flexibility, from a simple connector between existing legacy telephony and CRMs, to the choice between hybrid (ie: integration with Cisco, Avaya, etc.) and pure cloud deployment using its unique architecture hosted on Amazon Web Services (AWS). With 3CLogic, organizations improve contact rates, gain greater change control, enhance the efficiency of call center representatives (ie: Sales, Help Desk, Customer Support, HR, etc.), and improve administrative visibility into what drives successful customer engagements and outcomes.
Dixa is The Customer Friendship Platform that helps brands build stronger bonds with their customers and eliminate bad customer service through unifying all communication channels and customer data in one platform. This enables agents to help customers faster and have more meaningful conversations resulting in a better overall customer experience. Our conversational customer engagement software supports ongoing conversations between brands and their customers across email, phone, chat and messaging in real-time. With customer recognition features, Dixa makes it possible to know your customers the second they reach out. We do this by displaying each customer's conversation history with your business in a timeline as well as their order history instantly. This ensures teams have the information they need to solve customer inquiries faster, while delivering more personalized support. Flexible pricing and global scalability allows you to only pay for what you need and scale up or down without additional costs or effort. All conversations types (phone, email, chat & Facebook messenger) are placed into queues and automatically routed to the appropriate agents while conversation data is translated into real-time analytics. Dixa features include: VoIP, IVR, callback, click-to-call, call recording, automations, quick responses, customizable chat widgets, real-time and historical reporting and advanced routing. Dixa’s user friendly interface and easy setup was made to enhance the agent experience and allow teams to focus on the customer and not the software. Built for inbound call centers, multichannel contact centers and small businesses across the world, Dixa provides agents with the tools to deliver exceptional customer service resulting in stronger bonds between brands and customers.
Enghouse Interactive is a leading provider of contact center solutions that are fully integrated offerings with omnichannel queuing and skills-based routing, ensuring all types of interactions are identified, prioritized, and routed professionally, first time, every time. With functionalities such as self-service IVR, survey, call recording, quality monitoring, workforce management and outbound to name but a few, it allows organisations to scale as requirements and budget dictate. Available both on-premises and in the cloud our Contact Center software improves productivity, efficiency and optimization of staff resources through comprehensive reporting and automation.
Pipkins, Inc. is the leading supplier of workforce management software and services to the call center industry. For nearly three decades, Pipkins has created and delivered superior workforce management products for call centers of all sizes with thirteen industry-first applications. Pipkins' systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. Founded in 1983, Pipkins' early and continuing associations with British Telecom (BT) and AT&T Network Systems United Kingdom helped establish Pipkins at the forefront of the demanding operator services industry. In 1993 Pipkins reengineered its product line to meet the business needs of the rapidly expanding US commercial call center market. Pipkins, Inc. offers complete technical and human resources in the areas of new product development, technical support, sales, customer service, and training.
The Enhanced reporting team are specialists in telecoms reporting with over 20 years’ experience delivering and managing large telephony and call centre deployments. In the fast-paced world of telephony, it is essential data is correct and in a format where employees can consume it immediately without requiring extra time and effort to get it into the right format.
CallFinder is the leading provider of cloud-based speech analytics technology that is powerful, affordable, and easy to use. It enables small and medium size businesses to improve agent performance, automate quality monitoring, and provide a superior customer experience. We deliver our highly scalable technology across a wide range of industries including retail & wholesale, healthcare, travel, finance and banking, insurance, manufacturing, utilities, education, and more. CallFinder indexes and categorizes 100% of your customer-agent interactions in near real-time, transforming the unstructured, unleveraged data within daily conversations into actionable business intelligence so you can improve agent performance and positively impact the customer experience.
Callision is the world's first free cloud business phone system, and the first carrier-independent enterprise-grade Contact Center as a Service (CCaaS). Callision allows its customers to use their preferred VoIP carriers, simultaneously providing carriers with new leads and the advanced contact center functionality to complement their offerings. Callision provides everything from phone numbers in over 60 countries to live employee monitoring and call recording, to conferencing, call queues and IVRs, web phone and chat, file storage, and a comprehensive analytics suite - all from the convenience of a web browser.
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
Maestro is customer service quality assurance software. Identify issues, coach agents, and measure impact. Whether it's CSAT, resolution time, or more, we will drive the metrics behind your team. We offer a robust set of features to help improve your customer support including: CRM and support tools integrations. Customizable scorecards. Agent dashboards. Workflow automations. Data warehouse integrations. Strict security and compliance.