# Best Contact Center Workforce Software

## How Many Contact Center Workforce Software Products Does G2 Track?

**Total Products under this Category:** 97

### Category Stats (Aug 2026)

- **Average Rating:** 4.22/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Peopleware (+0.51%) - Among all products in this category, Peopleware recorded the largest rating increase compared to last month

_Last updated: August 05, 2026_

## How Does G2 Rank Contact Center Workforce Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 24,000+ 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.

## G2 Grid® for Contact Center Workforce Software
 ![G2 Grid® for Contact Center Workforce Software plotting products by satisfaction and market presence](https://www.g2.com/categories/contact-center-workforce/grids.png?focus%5B%5D=5494&focus%5B%5D=9132&focus%5B%5D=4215&focus%5B%5D=348&focus%5B%5D=37283&focus%5B%5D=16976&focus%5B%5D=5511&focus%5B%5D=1342579)

Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Calabrio ONE, Genesys Cloud CX, Five9 Intelligent Cloud Contact Center Platform, RingCentral Contact Center, Verint Workforce Management, Talkdesk, and RingCX.

Underlying data: [Grid® JSON](https://www.g2.com/categories/contact-center-workforce/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=calabrio-one&focus%5B%5D=genesys-cloud-cx&focus%5B%5D=five9-intelligent-cloud-contact-center-platform&focus%5B%5D=ringcentral-contact-center&focus%5B%5D=verint-workforce-management&focus%5B%5D=talkdesk&focus%5B%5D=ringcx)

**Sponsored**

### SuccessKPI

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.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=54&secure%5Bchosen_at%5D=2026-08-05T20%3A59%3A31Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=126944&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&secure%5Btoken%5D=9a7f582e55624ff6a434d3997470501e3ac03105621f1f4e96d6584953a41c9d&secure%5Burl%5D=https%3A%2F%2Fsuccesskpi.com%2Fsolutions&secure%5Burl_type%5D=paid_promos)

### [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/pt/products/agentforce-service-formerly-salesforce-service-cloud/reviews)

Salesforce Service Cloud é o CRM de serviço com IA número 1 do mundo, onde humanos com agentes de IA impulsionam o sucesso do cliente juntos. O Service Cloud permite colaboração perfeita entre agentes de IA e humanos, para todo tipo de serviço, em qualquer canal e em qualquer indústria, para oferecer experiências sem esforço desde o primeiro contato até a resolução final. Com agentes autônomos, você pode transformar interações de baixo contato e alto volume em experiências sem contato, transferindo-as perfeitamente para seus agentes humanos apenas quando necessário para interações mais complexas de alto contato. A IA integrada no fluxo de trabalho ajuda suas equipes de serviço a alcançar novos níveis de produtividade, impulsionar uma melhor satisfação do cliente e impulsionar o crescimento. Todas essas capacidades são construídas na Plataforma Salesforce com Agentforce e Data Cloud, permitindo que organizações de serviço ao redor do mundo: - Ofereçam suporte proativo com dados de seus produtos, ativos e serviços - Forneçam serviço 24/7 em vários canais e resolvam problemas rapidamente com agentes de IA - Aumentem a produtividade e acelerem o crescimento com uma plataforma integrada

**Average Rating:** 4.4/5.0

**Total Reviews:** 6,969

#### How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?

- **the product tem sido um bom parceiro comercial?:** 8.7/10 (Category avg: 8.8/10)
- **Automação:** 8.3/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 8.3/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 7.7/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?

- **Vendedor:** [Salesforce](https://www.g2.com/pt/sellers/salesforce)
- **Website da Empresa:** www.salesforce.com
- **Ano de Fundação:** 1999
- **Localização da Sede:** San Francisco, CA
- **Twitter:** @salesforce  
579,511 seguidores no Twitter
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c04f36289ca03aeff007197f1d9e74e925e328ed6bcfaff98911c78b3ab382f7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3185%2F&secure%5Burl_type%5D=linkedin_company_website)  
83,223 funcionários no LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Administrador do Salesforce, Desenvolvedor Salesforce
- **Top Industries:** Tecnologia da Informação e Serviços, Software de Computador
- **Company Size:** 42% Medium, 37% Large

#### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários adoram a **facilidade de uso** do Serviço Agentforce, apreciando a configuração rápida e os recursos úteis.
- Os usuários apreciam a **interface amigável e as capacidades de relatórios eficazes** do Agentforce Service, melhorando a eficiência do gerenciamento de casos.
- Os usuários apreciam a **gestão de casos simplificada** do Agentforce Service, que facilita a organização e a transferência entre departamentos.
- Os usuários valorizam a **eficiência** do Serviço Agentforce, permitindo uma configuração perfeita e gestão simplificada das tarefas de atendimento ao cliente.
- Os usuários apreciam os **guias úteis e a facilidade de configuração** , melhorando sua experiência geral com o Salesforce Service Cloud.

##### Cons

- Os usuários acham que a **complexidade** do Serviço Agentforce pode exigir treinamento e planejamento extensivos para uso eficaz.
- Os usuários acham a **curva de aprendizado íngreme** para novos usuários, exigindo tempo considerável e planejamento para utilizar totalmente os recursos.
- Os usuários acham a **curva de aprendizado íngreme** do serviço Agentforce desafiadora, especialmente para a integração de novos membros da equipe.
- Os usuários acham que o **preço e os complementos são caros** , exigindo um planejamento cuidadoso para gerenciar os custos de licença de forma eficaz.
- Os usuários acham a **usabilidade complexa** do Serviço Agentforce desafiadora, especialmente durante a configuração e personalização para recursos avançados.

#### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)?

**["A Evolução do Serviço: Ligando a Lacuna Entre Dados e Ação."](https://www.g2.com/pt/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)**

**Rating:** 4.0/5.0 stars

_— Naampreet K._

[Read full review](https://www.g2.com/pt/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)

**[""Revisão de Uso Diário do Salesforce Service Cloud em Cobranças""](https://www.g2.com/pt/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)**

**Rating:** 5.0/5.0 stars

_— Arnold D._

[Read full review](https://www.g2.com/pt/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)

#### What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)?

- [Como o Salesforce Service Cloud contribui para criar uma experiência de atendimento ao cliente mais responsiva e eficiente?](https://www.g2.com/pt/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote
- [Como o Salesforce Service Cloud está sendo usado para melhorar a eficiência operacional e a experiência do usuário em seu campo específico?](https://www.g2.com/pt/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments
- [What does customer self service require?](https://www.g2.com/pt/discussions/what-does-customer-self-service-require)
- [O que é a comunidade de clientes do Salesforce?](https://www.g2.com/pt/discussions/what-is-salesforce-customer-community) - 2 comments
- [What is feedback management system?](https://www.g2.com/pt/discussions/what-is-feedback-management-system)

### [Calabrio ONE](https://www.g2.com/pt/products/calabrio-one/reviews)

Calabrio ONE agora é Verint. As capacidades de engajamento da força de trabalho e inteligência de centro de contato que você conhecia como Calabrio ONE agora são oferecidas através da Plataforma de Automação CX da Verint – com capacidades de IA ampliadas, integrações mais profundas e o mesmo foco na experiência do agente e nos resultados do cliente. A Plataforma de Automação CX da Verint ajuda os centros de contato a automatizar fluxos de trabalho de CX e entregar resultados mensuráveis. Construída para operar na sua infraestrutura existente, ela se integra com qualquer CCaaS, CRM ou modelo de IA. Impulsionada por um Hub de Dados CX compartilhado e pela IA Verint Da Vinci™, a plataforma aprende com cada interação para impulsionar a automação em autoatendimento, suporte ao agente, análises, qualidade e engajamento da força de trabalho.

**Average Rating:** 4.4/5.0

**Total Reviews:** 427

#### How Do G2 Users Rate Calabrio ONE?

- **the product tem sido um bom parceiro comercial?:** 8.8/10 (Category avg: 8.8/10)
- **Automação:** 8.7/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 8.9/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 8.9/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Calabrio ONE?

- **Vendedor:** [Verint](https://www.g2.com/pt/sellers/verint)
- **Website da Empresa:** www.verint.com
- **Ano de Fundação:** 1994
- **Localização da Sede:** Melville, New York
- **Twitter:** @Verint  
7,739 seguidores no Twitter
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b20cca92e44af2b98c53797e90b6315728690101f1adedb4ff45cb9ca0e59f4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fverint&secure%5Burl_type%5D=linkedin_company_website)  
4,343 funcionários no LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Investigador de Risco, Analista de Força de Trabalho
- **Top Industries:** Serviços ao Consumidor, Hospital e Cuidados de Saúde
- **Company Size:** 53% Medium, 35% Large

#### What Do G2 Reviewers Say About Calabrio ONE?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários consideram a **facilidade de uso** do Calabrio ONE uma vantagem vital, simplificando significativamente os fluxos de trabalho e aumentando a eficiência.
- Os usuários valorizam a **eficiência que economiza tempo** do Calabrio ONE, transformando tarefas longas em processos rápidos e simplificados.
- Os usuários destacam a **facilidade de uso** e as atualizações regulares do Calabrio ONE, aumentando a eficiência e satisfação da equipe.
- Os usuários valorizam o **recurso de agendamento flexível** do Calabrio ONE, aumentando a satisfação dos funcionários em ambientes dinâmicos.
- Os usuários apreciam o **suporte ao cliente** da Calabrio ONE, especialmente o serviço atencioso do seu Gerente de Sucesso do Cliente.

##### Cons

- Os usuários acham a **relato inadequado** e o suporte confuso do Calabrio ONE frustrante, impactando a usabilidade e a eficiência.
- Os usuários experimentam **relatórios deficientes** com o Calabrio ONE devido à complexidade, inconsistências e falta de suporte personalizado.
- Os usuários expressam preocupações sobre os **recursos limitados** do Calabrio ONE, impactando a usabilidade e a eficácia geral.
- Os usuários expressam preocupação com a **análise de dados imprecisa** , o que mina a confiança na confiabilidade dos resultados dos relatórios.
- Os usuários acham a **interface não intuitiva** , enfrentando desafios para navegar pelos recursos e utilizar o Insights de forma eficaz.

#### What Are Recent G2 Reviews of Calabrio ONE?

**["Agendamento Claro e Intuitivo com Ajustes de Turno Baseados em IA"](https://www.g2.com/pt/survey_responses/calabrio-one-review-13203653)**

**Rating:** 4.5/5.0 stars

_— Meint A._

[Read full review](https://www.g2.com/pt/survey_responses/calabrio-one-review-13203653)

**["Um Grande Investimento Que Otimizou Nosso Fluxo de Trabalho e Gestão de Chamadas de CRM"](https://www.g2.com/pt/survey_responses/calabrio-one-review-13193204)**

**Rating:** 4.5/5.0 stars

_— Chamir M._

[Read full review](https://www.g2.com/pt/survey_responses/calabrio-one-review-13193204)

#### What Are G2 Users Discussing About Calabrio ONE?

- [Para que é usado o Calabrio ONE?](https://www.g2.com/pt/discussions/what-is-calabrio-one-used-for)
- [What is calabrio WFM?](https://www.g2.com/pt/discussions/what-is-calabrio-wfm) - 1 comment
- [Is calabrio owned by Cisco?](https://www.g2.com/pt/discussions/is-calabrio-owned-by-cisco)
- [What does calabrio one do?](https://www.g2.com/pt/discussions/what-does-calabrio-one-do)
- [How much does calabrio cost?](https://www.g2.com/pt/discussions/how-much-does-calabrio-cost)

### [Genesys Cloud CX](https://www.g2.com/pt/products/genesys-cloud-cx/reviews)

Genesys Cloud CX® é uma solução de Orquestração de Experiência Potencializada por IA que permite às organizações coordenar interações com clientes e funcionários em todos os pontos de contato. Ao conectar dados, sistemas e fluxos de trabalho em tempo real, ajuda as empresas a oferecer experiências mais consistentes e personalizadas que melhoram a lealdade, a eficiência e os resultados gerais dos negócios. A solução reúne IA; engajamento de voz e digital; roteamento inteligente e automação; gestão de engajamento da força de trabalho; e orquestração de jornada de ponta a ponta em uma única solução unificada na nuvem. Sua arquitetura aberta e flexível permite que as organizações se integrem facilmente aos sistemas existentes, reduzindo a complexidade enquanto criam uma experiência mais conectada entre canais e possibilitando a inovação sem interrupções. As organizações usam o Genesys Cloud CX para acelerar o tempo de geração de valor por meio de implantação rápida e capacidades fáceis de implementar, enquanto reduzem o custo de atendimento com automação impulsionada por IA. A personalização em tempo real e as interações com consciência de contexto ajudam a melhorar a satisfação do cliente, enquanto as capacidades nativas de IA aumentam a produtividade dos agentes, simplificam os fluxos de trabalho e apoiam uma tomada de decisão mais rápida e informada. Uma camada de dados unificada fornece insights em tempo real e garante experiências contínuas entre canais, eliminando silos e melhorando a visibilidade em todas as operações. A governança de IA integrada apoia a adoção segura, em conformidade e explicável, o que é especialmente importante para indústrias regulamentadas. Projetada para escala empresarial, a plataforma oferece alta disponibilidade, estabilidade e segurança, com a escalabilidade e flexibilidade para suportar operações globais e necessidades de negócios em evolução, mantendo a resiliência. O Genesys Cloud CX é amplamente utilizado por organizações de todos os tamanhos para orquestrar experiências personalizadas de clientes em escala, melhorar a eficiência, simplificar a pilha de tecnologia e impulsionar um ROI mensurável.

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,468

#### How Do G2 Users Rate Genesys Cloud CX?

- **the product tem sido um bom parceiro comercial?:** 8.5/10 (Category avg: 8.8/10)
- **Automação:** 8.1/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 8.5/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 8.5/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Genesys Cloud CX?

- **Vendedor:** [Genesys](https://www.g2.com/pt/sellers/genesys)
- **Website da Empresa:** www.genesys.com
- **Ano de Fundação:** 1990
- **Localização da Sede:** Menlo Park, CA
- **Twitter:** @Genesys  
32,180 seguidores no Twitter
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3547218b0d552bcecdf111c8d197252c4dce8c2ddc2ffe5bceabde22115e5fc1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F601919%2F&secure%5Burl_type%5D=linkedin_company_website)  
8,569 funcionários no LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Advogado de Caso, Gerente
- **Top Industries:** Tecnologia da Informação e Serviços, Serviços Financeiros
- **Company Size:** 45% Medium, 40% Large

#### What Do G2 Reviewers Say About Genesys Cloud CX?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários acham o Genesys Cloud CX **excepcionalmente fácil de usar** , capacitando os usuários de negócios a gerenciar configurações de forma independente.
- Os usuários valorizam a **evolução contínua de recursos** do Genesys Cloud CX, melhorando as operações do centro de contato e a satisfação do usuário.
- Os usuários valorizam a **confiabilidade** do Genesys Cloud CX, elogiando sua acessibilidade e suporte para a continuidade dos negócios.
- Os usuários valorizam a **eficiência** do Genesys Cloud CX, aumentando a agilidade e simplificando as operações do centro de contato em vários canais.
- Os usuários apreciam a **interface intuitiva** do Genesys Cloud CX, melhorando a gestão das interações com clientes e o desempenho da força de trabalho.

##### Cons

- Os usuários observam os **recursos limitados** do Genesys Cloud CX, particularmente na tradução de voz e na disponibilidade de ferramentas.
- Os usuários observam as **funcionalidades ausentes** no Genesys Cloud CX, incluindo personalização limitada do painel e opções de relatórios complexas.
- Os usuários acham a **complexidade da interface** desafiadora, especialmente para os novatos que navegam por múltiplas funcionalidades e configurações.
- Os usuários acham as **capacidades de relatório inadequadas** do Genesys Cloud CX frustrantes, exigindo esforço extra para obter insights básicos.
- Os usuários acham a **curva de aprendizado íngreme** com o Genesys Cloud CX, pois a interface e os recursos podem ser confusos inicialmente.

#### What Are Recent G2 Reviews of Genesys Cloud CX?

**["Poder Omnicanal Centralizado com Relatórios em Tempo Real Perspicazes"](https://www.g2.com/pt/survey_responses/genesys-cloud-cx-review-13150184)**

**Rating:** 5.0/5.0 stars

_— Usuário Verificado em Tecnologia da Informação e Serviços_

[Read full review](https://www.g2.com/pt/survey_responses/genesys-cloud-cx-review-13150184)

**["Configuração Sem Esforço, Integrações Poderosas"](https://www.g2.com/pt/survey_responses/genesys-cloud-cx-review-12997137)**

**Rating:** 5.0/5.0 stars

_— Lucas A._

[Read full review](https://www.g2.com/pt/survey_responses/genesys-cloud-cx-review-12997137)

#### What Are G2 Users Discussing About Genesys Cloud CX?

- [Para que é usado o Genesys Cloud CX?](https://www.g2.com/pt/discussions/what-is-genesys-cloud-cx-used-for) - 3 comments, 2 upvotes
- [What kind of software is zendesk?](https://www.g2.com/pt/discussions/what-kind-of-software-is-zendesk) - 2 comments
- [Quais são os 4 benefícios mais importantes do Active Directory?](https://www.g2.com/pt/discussions/what-are-the-4-most-important-benefits-of-active-directory) - 1 comment
- [O que o Genesys Cloud para Salesforce faz?](https://www.g2.com/pt/discussions/what-does-genesys-cloud-for-salesforce-do) - 2 comments
- [Does Genesys integrate with Salesforce?](https://www.g2.com/pt/discussions/purecloud-for-salesforce-does-genesys-integrate-with-salesforce)

### [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:** 604

#### How Do G2 Users Rate Five9 Intelligent Cloud Contact Center Platform?

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 8.8/10)
- **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)

#### Who Is the Company Behind Five9 Intelligent Cloud Contact Center Platform?

- **Seller:** [Five9](https://www.g2.com/sellers/five9)
- **Company Website:** www.Five9.com
- **Year Founded:** 2001
- **HQ Location:** San Ramon, CA
- **Twitter:** @Five9  
14,856 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9ab47fa8489c7a54b5afa3a30c5a95276dbcdfd37f1e12bcd69df7e9622d7f85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F16827%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,127 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Service Representative, Manager
- **Top Industries:** Consumer Services, Financial Services
- **Company Size:** 56% Medium, 23% Small

#### What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **user-friendly interface** of Five9, finding it simple to navigate and easy to implement.
- Users praise the **responsive customer support** of Five9, highlighting its priority in addressing concerns promptly.
- Users value the **exceptional customer service** of Five9, highlighting responsiveness and helpfulness in their experience.
- Users appreciate the **responsive and helpful support** from Five9, enhancing their overall experience and integration capabilities.
- Users value the **efficiency** of Five9, benefiting from impressive features that enhance customer interactions and productivity monitoring.

##### Cons

- Users face **call issues** that hinder accurate reporting and performance assessment, complicating the contact center experience.
- Users note **missing features** like a modern UI and efficient search options, impacting usability and functionality.
- Users find the **complexity** of Five9's interface and reporting features to be quite challenging and confusing.
- Users report **technical issues** with Five9, including slow support responses and occasional glitches disrupting service.
- Users report that **poor customer support** leads to frustrating delays and challenges in issue resolution and setup.

#### What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform?

**["User-Friendly Platform with Excellent Agent Support"](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794)**

**Rating:** 5.0/5.0 stars

_— Kimika W._

[Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794)

**["Fast, Intuitive Web-Based Platform with Reliable Support"](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)**

**Rating:** 5.0/5.0 stars

_— Aldo O._

[Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)

#### What Are G2 Users Discussing About Five9 Intelligent Cloud Contact Center Platform?

- [What is Five9 used for?](https://www.g2.com/discussions/five9-what-is-five9-used-for) - 2 comments
- [What is Five9 used for?](https://www.g2.com/discussions/what-is-five9-used-for) - 1 comment
- [What is the best call center software?](https://www.g2.com/discussions/what-is-the-best-call-center-software)
- [How much is five9 cost?](https://www.g2.com/discussions/how-much-is-five9-cost)
- [Does five9 have a mobile app?](https://www.g2.com/discussions/does-five9-have-a-mobile-app) - 2 comments

### [Verint Workforce Management](https://www.g2.com/pt/products/verint-workforce-management/reviews)

O Verint Workforce Management é uma solução impulsionada por IA que prevê a demanda dos seus clientes, analisa e prevê o número de funcionários necessários, e otimiza os horários dos funcionários para alinhar com a demanda em operações de contact center e back-office, ajudando você a alcançar suas metas de CX e eficiência. Oferecemos precisão de previsão líder na indústria (+/- 95%), a maior flexibilidade no agendamento de funcionários e insights e painéis de dados derivados de IA para uma tomada de decisão mais rápida e melhor. Os clientes do Verint WFM alcançaram resultados empresariais impulsionados por IA, como: aumento de 20% na produtividade dos funcionários, redução de 20%-30% na rotatividade de funcionários, aumento de 5%-10% nas pontuações NPS / CSAT, aumento de 35% na capacidade dos gerentes. O Verint WFM faz parte da Verint Open Platform, que ajuda suas operações de atendimento ao cliente a reduzir custos e elevar EX e CX com bots impulsionados por IA que automatizam fluxos de trabalho de CX. A Plataforma Verint tem a mais ampla gama de soluções de Automação de CX, incluindo Bots Copiloto de Agente, Gestão de Conhecimento, Assistentes Virtuais Inteligentes e mais. A Plataforma e as soluções são escaláveis desde clientes SMB até empresas globais, e podem ser implantadas no local, em nuvem única ou multi-inquilino, ou em uma mistura híbrida.

**Average Rating:** 4.2/5.0

**Total Reviews:** 207

#### How Do G2 Users Rate Verint Workforce Management?

- **the product tem sido um bom parceiro comercial?:** 8.5/10 (Category avg: 8.8/10)
- **Automação:** 7.8/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 7.9/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 8.4/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Verint Workforce Management?

- **Vendedor:** [Verint](https://www.g2.com/pt/sellers/verint)
- **Ano de Fundação:** 1994
- **Localização da Sede:** Melville, New York
- **Twitter:** @Verint  
7,739 seguidores no Twitter
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b20cca92e44af2b98c53797e90b6315728690101f1adedb4ff45cb9ca0e59f4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fverint&secure%5Burl_type%5D=linkedin_company_website)  
4,343 funcionários no LinkedIn®
- **Propriedade:** Thoma Bravo

#### Who Uses This Product?

- **Top Industries:** Seguros, Serviços Financeiros
- **Company Size:** 55% Large, 35% Medium

#### What Do G2 Reviewers Say About Verint Workforce Management?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários acham o Verint Workforce Management **extremamente fácil de usar** , tornando os processos fáceis de aprender e entender.
- Os usuários destacam a **eficiência** do Verint Workforce Management, elogiando suas capacidades em tempo real e recursos que economizam tempo.
- Os usuários apreciam a **facilidade de agendamento e atualizações em tempo real** oferecidas pelo Verint Workforce Management para uma gestão eficaz de agentes.
- Os usuários valorizam os **recursos robustos** do Verint Workforce Management, melhorando a eficiência operacional e apoiando diversas necessidades empresariais.
- Os usuários apreciam os recursos de **monitoramento e relatórios em tempo real** do Verint Workforce Management para uma gestão eficaz de agentes.

##### Cons

- Os usuários acham as opções de **personalização limitadas** frustrantes, desejando mais controle granular sobre os recursos de painel e relatórios.
- Os usuários muitas vezes enfrentam uma **curva de aprendizado acentuada** e acham a interface do Verint Workforce Management não intuitiva.
- Os usuários acham a **interface do usuário complicada** em comparação com os concorrentes, com problemas de navegação afetando a experiência geral.
- Os usuários sentem que o Verint Workforce Management está **faltando recursos chave** que dificultam relatórios detalhados e a facilidade de configuração.
- Os usuários acham **os relatórios fracos** no Verint Workforce Management, destacando atrasos e dificuldades em navegar pelos módulos.

#### What Are Recent G2 Reviews of Verint Workforce Management?

**["Solução WFM Robusta com Espaço para Melhoria"](https://www.g2.com/pt/survey_responses/verint-workforce-management-review-13001389)**

**Rating:** 4.0/5.0 stars

_— Joe B._

[Read full review](https://www.g2.com/pt/survey_responses/verint-workforce-management-review-13001389)

**["Contratação facilitada"](https://www.g2.com/pt/survey_responses/verint-workforce-management-review-13024202)**

**Rating:** 5.0/5.0 stars

_— Edward R._

[Read full review](https://www.g2.com/pt/survey_responses/verint-workforce-management-review-13024202)

#### What Are G2 Users Discussing About Verint Workforce Management?

- [What are the benefits and drawbacks of using Verint Workforce Management for employee scheduling?](https://www.g2.com/pt/discussions/what-are-the-benefits-and-drawbacks-of-using-verint-workforce-management-for-employee-scheduling) - 1 comment
- [Para que é usado o Verint Workforce Management?](https://www.g2.com/pt/discussions/what-is-verint-workforce-management-used-for) - 1 comment
- [What is the best workforce management software?](https://www.g2.com/pt/discussions/verint-workforce-management-what-is-the-best-workforce-management-software)
- [How do you request time off in Verint?](https://www.g2.com/pt/discussions/how-do-you-request-time-off-in-verint) - 1 comment
- [What does workforce management software do?](https://www.g2.com/pt/discussions/verint-workforce-management-what-does-workforce-management-software-do)

### [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews)

RINGCENTRAL CONTACT CENTER PRODUCT DESCRIPTION RingCentral Contact Center is an enterprise-grade cloud contact center solution designed to deploy and scale customer operations globally. Built for large-scale organizations that demand flexibility and high performance, the platform unifies enterprise communications and contact center capabilities to deliver effortless customer experiences across the entire customer journey. GLOBAL OMNICHANNEL ENGAGEMENT AND ADVANCED ROUTING RingCentral Contact Center enables businesses to connect with customers on voice and over 30 digital channels globally. The solution utilizes sophisticated attribute-based routing to ensure customers are automatically paired with the right agent based on their specific needs and skills. By offering comprehensive omnichannel integration and seamless journey tracking, enterprises can maintain continuous, context-rich support across every international touchpoint. CONVERSATIONAL AI AND SELF-SERVICE AUTOMATION The platform features built-in AI Agents to streamline customer journeys and reduce operational costs. Through advanced AI self-service and AI-powered virtual agents, organizations can deliver personalized, data-driven conversations 24/7. These intelligent tools handle routine inquiries autonomously while generating deep interaction insights, providing instant assistance, and ensuring a smooth transition to live agents when necessary. NATIVE WORKFORCE ENGAGEMENT MANAGEMENT Optimize team performance and control costs with a native, AI-driven workforce optimization solution. RingCentral Contact Center encompasses full workforce engagement management (WEM) tools, including native scheduling and predictive forecasting to align team hours precisely with call traffic, vacations, and training. It also provides robust quality management features such as call recording, interaction analytics, and fair agent scoring, paired with interactive gamification and performance dashboards to boost agent satisfaction and productivity. COMPREHENSIVE ANALYTICS AND CUSTOM INTEGRATIONS Make business-critical decisions using granular historical reports and live analytics. The platform features an intuitive drag-and-drop interface to build customizable real-time dashboards, allowing managers to monitor key performance indicators like handle time, first contact resolution, and queue time instantly. Designed for bespoke deployments, the solution integrates deeply with over 120 marketplace tools and offers more than 400 available APIs to tailor workflows to any enterprise technology stack. WHY CHOOSE RINGCENTRAL CONTACT CENTER Global enterprises choose RingCentral Contact Center to deliver better customer service at scale and lift customer and employee satisfaction.. By combining powerful omnichannel routing, native workforce engagement management, and open API flexibility, RingCentral provides a secure, reliable cloud foundation that transforms traditional customer support into a strategic revenue driver.

**Average Rating:** 4.1/5.0

**Total Reviews:** 212

#### How Do G2 Users Rate RingCentral Contact Center?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.8/10)
- **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)

#### Who Is the Company Behind RingCentral Contact Center?

- **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral)
- **Company Website:** www.ringcentral.com
- **Year Founded:** 1999
- **HQ Location:** Belmont, CA
- **Twitter:** @RingCentral  
61,963 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c5feb596db1b6a55b89021e6c3d499a6bb38b1cce9bfb6bcc3e569df83d09956&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F60868%2F&secure%5Burl_type%5D=linkedin_company_website)  
6,726 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Consumer Services
- **Company Size:** 48% Small, 38% Medium

#### What Do G2 Reviewers Say About RingCentral Contact Center?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of RingCentral Contact Center, enabling seamless communication and call management.
- Users appreciate the **robust VoIP capabilities** of RingCentral Contact Center, enabling seamless communication for remote teams.
- Users find the **intuitive interface** of RingCentral Contact Center enhances efficiency and flexibility for remote communication.
- Users value the **helpful customer support** at RingCentral, resolving issues efficiently and enhancing users' experience.
- Users value the **efficient support** from RingCentral Contact Center, facilitating quick solutions and flexible communication options.

##### Cons

- Users struggle with **call issues** , including bad numbers and complex troubleshooting, impacting their overall experience with RingCentral.
- Users report issues with **call connectivity** , experiencing disconnections and difficulties in ending calls effectively.
- Users experience **call quality issues** with RingCentral Contact Center, often facing disconnections and connectivity challenges.
- Users face significant **connection issues** with RingCentral, impacting call accessibility and overall user experience negatively.
- Users face frequent **connectivity issues** with RingCentral, impacting call reliability and overall user experience.

#### What Are Recent G2 Reviews of RingCentral Contact Center?

**["RingCentral Contact Center Changed How I Pick Up Conversations Instead of Restarting Them"](https://www.g2.com/survey_responses/ringcentral-contact-center-review-13169207)**

**Rating:** 5.0/5.0 stars

_— Aashu J._

[Read full review](https://www.g2.com/survey_responses/ringcentral-contact-center-review-13169207)

**["Easy-to-use Omnivhannel Platform with reliable Call Quality."](https://www.g2.com/survey_responses/ringcentral-contact-center-review-13038279)**

**Rating:** 4.5/5.0 stars

_— Sujal S._

[Read full review](https://www.g2.com/survey_responses/ringcentral-contact-center-review-13038279)

#### What Are G2 Users Discussing About RingCentral Contact Center?

- [What is RingCentral Contact Center used for?](https://www.g2.com/discussions/what-is-ringcentral-contact-center-used-for) - 1 comment
- [How good is RingCentral?](https://www.g2.com/discussions/how-good-is-ringcentral) - 3 comments, 1 upvote
- [What is the difference between a contact center and a call center?](https://www.g2.com/discussions/what-is-the-difference-between-a-contact-center-and-a-call-center)
- [How does call center software work?](https://www.g2.com/discussions/how-does-call-center-software-work)
- [What is a contact center software?](https://www.g2.com/discussions/what-is-a-contact-center-software)

### [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:** 2,477

#### How Do G2 Users Rate Talkdesk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.8/10)
- **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)

#### Who Is the Company Behind Talkdesk?

- **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk)
- **Company Website:** www.talkdesk.com
- **Year Founded:** 2011
- **HQ Location:** Palo Alto, CA
- **Twitter:** @talkdesk  
6,959 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4e0e5af292863ff50ed178e452cdc1e6f02d6fe9d8fce3e273f8df1fa193ff21&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2837787%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,396 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Supervisor, Customer Service Representative
- **Top Industries:** Consumer Services, Computer Software
- **Company Size:** 60% Medium, 20% Large

#### What Do G2 Reviewers Say About Talkdesk?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Talkdesk, enabling efficient tracking of calls and enhancing overall productivity.
- Users appreciate the **efficiency** of Talkdesk, enabling smooth communication across platforms and improved customer service operations.
- Users appreciate the **comprehensive features** of Talkdesk, enabling efficient workflows and enhancing customer interactions.
- Users appreciate the **easy CRM integration** of Talkdesk, enhancing efficiency and communication for customer support teams.
- Users praise Talkdesk for its **exceptional customer support** and seamless integration that enhances team efficiency.

##### Cons

- Users often face **call issues** with Talkdesk, including poor audio quality and dropped calls during conversations.
- Users often face **technical issues** with Talkdesk, including dropped calls and system glitches requiring frequent restarts.
- Users find the **missing features** in Talkdesk frustrating, hindering efficiency and workflow during calls and ticket management.
- Users experience **notification issues** with Talkdesk, leading to unexpected offline status changes and frustrating technical problems.
- Users often face **connection issues** with Talkdesk, causing frustrating delays and requiring frequent application restarts.

#### What Are Recent G2 Reviews of Talkdesk?

**["Reliable Platform That Boosts Agent Productivity"](https://www.g2.com/survey_responses/talkdesk-review-13189678)**

**Rating:** 4.5/5.0 stars

_— Jon G._

[Read full review](https://www.g2.com/survey_responses/talkdesk-review-13189678)

**["Omnichannel Support, Data Driven AI, Full of Capabilities"](https://www.g2.com/survey_responses/talkdesk-review-11334066)**

**Rating:** 4.0/5.0 stars

_— Tyra S._

[Read full review](https://www.g2.com/survey_responses/talkdesk-review-11334066)

#### What Are G2 Users Discussing About Talkdesk?

- [How is Talkdesk transforming customer service operations with its innovative call center solutions?](https://www.g2.com/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) - 3 comments
- [What is Talkdesk used for?](https://www.g2.com/discussions/what-is-talkdesk-used-for) - 2 comments

### [RingCX](https://www.g2.com/products/ringcx/reviews)

RINGCX PRODUCT DESCRIPTION RingCX is an AI-first Contact Center as a Service (CCaaS) solution that delivers effortless customer experiences before, during, and after every interaction. Recognized with Metrigy's 2026 MetriStar Top Provider Award for CCaaS, RingCX enables businesses to manage human and AI agents, maximize team performance, and improve customer satisfaction from a single omnichannel platform. AGENTIC VOICE AI AND OMNICHANNEL SUPPORT Agentic Voice AI serves as the core of RingCX, delivering automation, real-time assistance, and insights across every interaction. The platform provides comprehensive omnichannel capabilities, supporting voice calls and over 20 digital channels natively. For total operational simplicity, all 20+ digital channels are included under a single license, letting businesses meet customers where they are without complex tier pricing or hidden channel add-on costs. AI-POWERED SELF-SERVICE AND AVA ASSISTANCE RingCX streamlines operations and drives down wait times with purpose-built AI support. The platform utilizes autonomous AI agents, including AI Receptionist (AIR) and AI Representative (AIR Pro), as well as an open ecosystem for IVAs like Cognigy and Omilia, to provide always-on 24/7 self service. For live interactions, the platform deploys AVA Agent Assist and AVA Supervisor Assist to deliver in-the-moment coaching, dynamic compliance guidelines, and instant conversation visibility, ensuring teams resolve complex inquiries efficiently. NATIVE WORKFORCE ENGAGEMENT MANAGEMENT WITH RINGWEM To continuously optimize customer service teams, the platform features RingWEM, a native AI-powered Workforce Engagement Management suite. This integrated toolkit encompasses automated quality management, advanced interaction analytics, and workforce management. By evaluating customer conversations across channels, RingWEM provides actionable operational insights into agent performance, customer sentiment, and operational efficiency. RAPID DEPLOYMENT AND NATIVE CRM INTEGRATIONS Built for rapid implementation, businesses can fully deploy a new RingCX contact center in just a few days. The solution provides industry-leading 99.999% availability to keep remote and hybrid agents reliably connected from anywhere. Competitively priced for mid-market deployments and easy to manage, RingCX integrates natively with the RingEX unified communications platform and major enterprise CRMs to offer an effortless single-pane-of-glass workspace. WHY CHOOSE RINGCX Modern support and sales organizations choose RingCX to eliminate the friction of fragmented legacy systems. By uniting Agentic Voice AI, autonomous tools like AIR, real-time guidance from AVA Agent Assist and AVA Supervisor Assist, built-in workforce optimization via RingWEM, and an all-inclusive omnichannel footprint into one simple deployment, RingCX delivers modern customer service infrastructure that is highly intelligent and exceptionally reliable.

**Average Rating:** 4.5/5.0

**Total Reviews:** 66

#### How Do G2 Users Rate RingCX?

- **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 8.8/10)
- **Automation:** 6.7/10 (Category avg: 8.1/10)
- **Performance Analysis:** 10.0/10 (Category avg: 8.3/10)

#### Who Is the Company Behind RingCX?

- **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral)
- **Company Website:** www.ringcentral.com
- **Year Founded:** 1999
- **HQ Location:** Belmont, CA
- **Twitter:** @RingCentral  
61,963 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c5feb596db1b6a55b89021e6c3d499a6bb38b1cce9bfb6bcc3e569df83d09956&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F60868%2F&secure%5Burl_type%5D=linkedin_company_website)  
6,726 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Insurance
- **Company Size:** 46% Small, 39% Medium

#### What Do G2 Reviewers Say About RingCX?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **streamlined interface** of RingCX, finding it easy to navigate and enhancing overall workflow.
- Users love the **user-friendly interface** and seamless integration of RingCX, enhancing their communication experience.
- Users highlight the **great customer support** of RingCX, ensuring a smooth experience and effective problem resolution.
- Users commend the **easy setup** of RingCX, making implementation and customization straightforward for everyone.
- Users praise the **easy implementation** of RingCX, appreciating its time-saving features and supportive documentation.

##### Cons

- Users face **call issues** with difficulty retrieving past calls and frustrating 911 location confirmations each login.
- Users often face **difficulties with call searching** and toggling between RingCX and mobile, impacting usability.
- Users find **limited features** in RingCX, feeling less flexibility in customization compared to legacy CCaaS platforms.
- Users note the **missing features** in RingCX, especially in advanced capabilities and integrations with specific tools.
- Users experience **slow customer support** response times, leading to frustration during urgent communication issues with RingCX.

#### What Are Recent G2 Reviews of RingCX?

**["All-in-One Contact Center Platform with Strong Omnichannel Routing"](https://www.g2.com/survey_responses/ringcx-review-13196673)**

**Rating:** 4.5/5.0 stars

_— Cyprian A._

[Read full review](https://www.g2.com/survey_responses/ringcx-review-13196673)

**["RingCX Changed How I Prepare Before Answering Calls"](https://www.g2.com/survey_responses/ringcx-review-13167170)**

**Rating:** 5.0/5.0 stars

_— Aashu J._

[Read full review](https://www.g2.com/survey_responses/ringcx-review-13167170)

### [CloudTalk](https://www.g2.com/pt/products/cloudtalk/reviews)

CloudTalk é o principal software de chamadas comerciais com inteligência artificial para PMEs em crescimento. CloudTalk ajuda mais de 4.000 PMEs modernas a falar com mais clientes, fechar mais negócios e resolver problemas mais rapidamente, sem preços ou complexidade de nível empresarial. Mais de 30.000 profissionais de vendas e suporte em PMEs em mais de 160 países confiam no CloudTalk para: Falar com 10 vezes mais pessoas - Nosso Discador de Vendas com IA combina discagem de pré-visualização, potência e paralela (até 10 linhas) que filtra automaticamente correios de voz e linhas mortas. Automatizar as chamadas que os humanos não deveriam fazer - Construa Agentes de Voz com IA e Recepcionista com IA em minutos para agendamento de compromissos, qualificação de leads, cobertura fora do horário, lembretes de pagamento e mais. Transformar cada conversa em dados estruturados - Use a Inteligência de Conversação com IA para obter resumos automáticos de chamadas, notas de IA, análise de sentimento, extração de tópicos, pontuação de chamadas, transcrição multilíngue e proporções de fala/escuta. Executar todo o sistema telefônico empresarial em uma plataforma na nuvem - Com Designer de Fluxo de Chamadas, IVR, enfileiramento de chamadas, gravação de chamadas, monitoramento em tempo real, análises, SMS internacional, mensagens WhatsApp e automação de fluxo de trabalho. Lidar com chamadas globais sem a dor de cabeça da infraestrutura - Números locais em mais de 160 países, 99,999% de tempo de atividade, redundância multi-operadora e qualidade de chamada cristalina. Conectar-se às ferramentas que já usam - Mais de 100 integrações nativas, incluindo HubSpot (Certificado), Salesforce, Pipedrive, Zoho CRM, MS Dynamics, Intercom, Zendesk, Salesloft, Outreach, Bullhorn, monday, Shopify e mais. A maioria dos clientes do CloudTalk está ativa em poucos dias. Sem hardware, sem PBX, sem meses de consultoria. Basta se inscrever, portar números (ou comprar novos), conectar seu CRM e começar a ligar — com a IA fazendo o trabalho pesado desde o primeiro dia. CloudTalk é compatível com GDPR, SOC 2, ISO 27001, HIPAA e CCPA. Clientes como Bit2Me reduziram chamadas perdidas de 80% para 16%, cortaram tempos de espera em 85% e escalaram de 2 para mais de 20 agentes — sem adicionar complexidade. https://hubs.li/Q04n2f7L0 Saiba como podemos melhorar suas chamadas em uma demonstração personalizada 1:1: https://hubs.li/Q04n2f4C0

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,812

#### How Do G2 Users Rate CloudTalk?

- **the product tem sido um bom parceiro comercial?:** 8.9/10 (Category avg: 8.8/10)
- **Automação:** 8.8/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 8.9/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 8.7/10 (Category avg: 8.2/10)

#### Who Is the Company Behind CloudTalk?

- **Vendedor:** [CloudTalk](https://www.g2.com/pt/sellers/cloudtalk)
- **Website da Empresa:** www.cloudtalk.io
- **Ano de Fundação:** 2016
- **Localização da Sede:** New York
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a7131a196dde74ab24374f0c5fe394e45a7e89c8c85b9b7bdc470627f39cd734&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F17944841%2F&secure%5Burl_type%5D=linkedin_company_website)  
224 funcionários no LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Executivo de Contas
- **Top Industries:** Software de Computador, Tecnologia da Informação e Serviços
- **Company Size:** 64% Small, 32% Medium

#### What Do G2 Reviewers Say About CloudTalk?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários apreciam a **facilidade de uso** do CloudTalk, beneficiando-se de chamadas e integrações sem interrupções.
- Os usuários valorizam a **confiabilidade excepcional** do CloudTalk, destacando seu desempenho estável e interface intuitiva em todos os dispositivos.
- Os usuários elogiam a **interface intuitiva** do CloudTalk, simplificando a comunicação e melhorando a experiência geral do usuário.
- Os usuários acham o CloudTalk **extremamente útil** para rastreamento em tempo real, simplificando o gerenciamento de KPIs e aumentando a eficiência das chamadas.
- Os usuários apreciam os **recursos de chamada rápidos e fáceis** do CloudTalk, melhorando a eficiência e a conveniência da comunicação.

##### Cons

- Os usuários relatam **problemas de chamadas** com acesso e conectividade, levando a interrupções em sua experiência com o CloudTalk.
- Os usuários experimentam **problemas de conexão** ocasionais com o CloudTalk, levando a problemas operacionais e interrupções inesperadas.
- Os usuários expressam frustração pela **falta de recursos essenciais** como busca por SMS e suporte ao idioma holandês no CloudTalk.
- Os usuários descobrem que **problemas de sincronização de chamadas** com o Pipedrive podem levar a frustrações durante o gerenciamento de chamadas com o CloudTalk.
- Os usuários experimentam **conectividade ruim** , enfrentando dificuldades com chamadas internacionais e o registro online inconsistente do aplicativo.

#### What Are Recent G2 Reviews of CloudTalk?

**["Análise do CloudTalk, Integração Perfeita com Pipedrive e Discagem Inteligente com Código de Área Local"](https://www.g2.com/pt/survey_responses/cloudtalk-review-12856744)**

**Rating:** 4.5/5.0 stars

_— Hunter K._

[Read full review](https://www.g2.com/pt/survey_responses/cloudtalk-review-12856744)

**["CloudTalk simplificou nossa comunicação com os clientes e melhorou a eficiência da nossa equipe."](https://www.g2.com/pt/survey_responses/cloudtalk-review-12852659)**

**Rating:** 5.0/5.0 stars

_— Marwan E._

[Read full review](https://www.g2.com/pt/survey_responses/cloudtalk-review-12852659)

#### What Are G2 Users Discussing About CloudTalk?

- [Para que serve o CloudTalk?](https://www.g2.com/pt/discussions/cloudtalk-what-is-cloudtalk-used-for) - 4 comments, 1 upvote
- [What is CloudTalk used for?](https://www.g2.com/pt/discussions/what-is-cloudtalk-used-for) - 2 comments

### [NICE CXone](https://www.g2.com/pt/products/nice-cxone/reviews)

NiCE (NASDAQ: NICE) está transformando o mundo com IA que coloca as pessoas em primeiro lugar. Nossas plataformas com IA desenvolvidas especificamente automatizam interações em ações proativas, seguras e inteligentes, capacitando indivíduos e organizações a inovar e agir, desde a interação até a resolução. Confiadas por organizações em mais de 150 países ao redor do mundo, as plataformas da NiCE são amplamente adotadas em diversos setores, conectando pessoas, sistemas e fluxos de trabalho para trabalhar de forma mais inteligente em escala, elevando o desempenho em toda a organização e entregando resultados comprovados e mensuráveis. www.nice.com

**Average Rating:** 4.3/5.0

**Total Reviews:** 1,604

#### How Do G2 Users Rate NICE CXone?

- **the product tem sido um bom parceiro comercial?:** 8.2/10 (Category avg: 8.8/10)
- **Automação:** 8.9/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 9.2/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 9.0/10 (Category avg: 8.2/10)

#### Who Is the Company Behind NICE CXone?

- **Vendedor:** [NiCE](https://www.g2.com/pt/sellers/nice)
- **Ano de Fundação:** 1986
- **Localização da Sede:** Hoboken, New Jersey
- **Twitter:** @NICELtd  
14,655 seguidores no Twitter
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2274b335fb30dda2a89158886de2212f83aa06bf7f7aca5a0cfd1652b7fb8114&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnice-systems%2F&secure%5Burl_type%5D=linkedin_company_website)  
14,099 funcionários no LinkedIn®
- **Propriedade:** NASDAQ: NICE

#### Who Uses This Product?

- **Who Uses This:** Representante de Atendimento ao Cliente, Agente de Atendimento ao Cliente
- **Top Industries:** Serviços ao Consumidor, Tecnologia da Informação e Serviços
- **Company Size:** 52% Medium, 34% Large

#### What Do G2 Reviewers Say About NICE CXone?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários acham o NICE CXone uma **plataforma fácil de usar** que simplifica várias necessidades organizacionais de forma eficaz.
- Os usuários valorizam a **excelente qualidade de chamada e o design intuitivo** do NICE CXone, melhorando a comunicação profissional e a facilidade de uso.
- Os usuários valorizam a **eficiência** do NICE CXone, apreciando suas atualizações rápidas e recursos de automação fáceis de usar.
- Os usuários acham o NICE CXone excepcionalmente **útil** para resolver eficientemente problemas dos clientes com respostas automatizadas valiosas.
- Os usuários elogiam a **interface intuitiva** do NICE CXone, apreciando sua facilidade de navegação e experiência de chamadas em nuvem sem interrupções.

##### Cons

- Os usuários frequentemente enfrentam **problemas de chamadas** , incluindo chamadas interrompidas e exibição inadequada, impactando a confiabilidade e a experiência geral.
- Os usuários enfrentam vários **problemas técnicos** com o NICE CXone, incluindo lentidão, interrupções e documentação pouco clara, impactando a usabilidade.
- Os usuários têm dificuldades com a **íngreme curva de aprendizado** do NICE CXone, destacando a necessidade de recursos de treinamento aprimorados.
- Os usuários acham os **recursos ausentes** no NICE CXone frustrantes, especialmente em relação às limitações de relatórios e personalização de painéis.
- Os usuários expressam frustração com o **pobre suporte ao cliente** , achando difícil obter assistência oportuna quando necessário.

#### What Are Recent G2 Reviews of NICE CXone?

**["Plataforma de Experiência do Cliente Confiável e Eficiente"](https://www.g2.com/pt/survey_responses/nice-cxone-review-11739091)**

**Rating:** 4.5/5.0 stars

_— Alex L._

[Read full review](https://www.g2.com/pt/survey_responses/nice-cxone-review-11739091)

**["Cxone simplifica chamadas e agendamentos em um só lugar"](https://www.g2.com/pt/survey_responses/nice-cxone-review-12717141)**

**Rating:** 4.5/5.0 stars

_— Nilesh S._

[Read full review](https://www.g2.com/pt/survey_responses/nice-cxone-review-12717141)

#### What Are G2 Users Discussing About NICE CXone?

- [Como o NICE CXone melhora o atendimento ao cliente e em quais recursos um novo usuário deve se concentrar para obter o máximo impacto?](https://www.g2.com/pt/discussions/how-does-nice-cxone-enhance-customer-service-and-what-features-should-a-new-user-focus-on-for-maximum-impact)
- [Para que é usado o NICE CXone?](https://www.g2.com/pt/discussions/what-is-nice-cxone-used-for) - 1 comment
- [What does NICE inContact do?](https://www.g2.com/pt/discussions/what-does-nice-incontact-do)
- [When did nice acquire inContact?](https://www.g2.com/pt/discussions/when-did-nice-acquire-incontact)
- [What is inContact?](https://www.g2.com/pt/discussions/what-is-incontact)

### [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:** 477

#### How Do G2 Users Rate ServiceNow Customer Service Management?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.8/10)
- **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)

#### Who Is the Company Behind ServiceNow Customer Service Management?

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** www.servicenow.com
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow  
55,548 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website)  
35,081 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Associate Consultant, Senior Software Engineer
- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 45% Large, 28% Medium

#### What Do G2 Reviewers Say About ServiceNow Customer Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of ServiceNow CSM, benefiting from streamlined automation and centralized workflows.
- Users value the **seamless integration and automation** of ServiceNow CSM, enhancing customer lifecycle and improving issue resolution.
- Users commend the **efficiency** of ServiceNow CSM, streamlining processes and expediting issue resolution significantly.
- Users appreciate the **smooth workflow** of ServiceNow's Case Management features, enhancing efficiency and agent effectiveness.
- Users value the **automation capabilities** of ServiceNow CSM, which significantly enhance issue resolution and team productivity.

##### Cons

- Users find the **learning curve to be complicated** , requiring significant understanding for effective implementation and integration.
- Users find the **steep learning curve** of ServiceNow Customer Service Management challenging, requiring skilled help and thorough training.
- Users feel the **limited customization** restricts adaptability for project tracking and ticket email formatting clarity.
- Users find the **complexity** of ServiceNow Customer Service Management challenging, requiring significant time for setup and understanding.
- Users note a need for **interface improvements** to enhance self-service branding and data model flexibility in ServiceNow.

#### What Are Recent G2 Reviews of ServiceNow Customer Service Management?

**["Facilitate Problem Management with Detailed Ticketing"](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)**

**Rating:** 5.0/5.0 stars

_— David C._

[Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)

**["ServiceNow CSM: Unified, AI-Powered Omnichannel Platform with Intuitive Case Management"](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596)**

**Rating:** 4.0/5.0 stars

_— Shubhangi G._

[Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596)

#### What Are G2 Users Discussing About ServiceNow Customer Service Management?

- [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) - 1 comment
- [What does ServiceNow Customer Service Management do?](https://www.g2.com/discussions/what-does-servicenow-customer-service-management-do)
- [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) - 1 comment
- [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) - 2 comments
- [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) - 1 comment

### [8x8 Contact Center](https://www.g2.com/pt/products/8x8-contact-center/reviews)

O 8x8 Contact Center é uma solução completa, confiável e segura que ajuda as empresas a aumentar o engajamento, a colaboração e a eficácia operacional para o sucesso do cliente. Construído na plataforma 8x8 XCaaS, o 8x8 Contact Center facilita para as empresas conectar e colaborar com indivíduos que trabalham dentro e fora da organização. O 8x8 Contact Center mantém você conectado aos seus clientes de qualquer lugar, a qualquer momento. E com um SLA de 99,999% garantido financeiramente, pioneiro na indústria, em todo o centro de contato e comunicações empresariais, seu centro de contato continuará a operar sem interrupções. As capacidades do 8x8 Contact Center incluem: - IA conversacional para oferecer experiências de autoatendimento eficazes em todos os canais para resolver uma ampla gama de consultas de clientes, tanto simples quanto complexas. - Roteamento omnicanal baseado em habilidades para interações com clientes por voz, chat na web, e-mail, SMS, mensagens, mídias sociais e elevação de vídeo - Espaço de Trabalho do Agente para lidar com todas as interações através de uma única interface - Espaço de Trabalho do Supervisor para gerenciar agentes e o desempenho do centro de contato através de uma única interface - Insights e automação impulsionados por IA para habilitar o autoatendimento - Autoatendimento de voz inteligente - Relatórios holísticos em todos os canais - Relatórios visuais e intuitivos, e painéis de controle - Acesso com um clique a especialistas em assuntos empresariais - Substituição completa de PSTN em 58 países/territórios - Provedores de Discador Automático com pré-visualização, progressivo e preditivo - Gestão de Qualidade e treinamento - Gestão da força de trabalho - Análise de Fala e Texto - Análise da jornada de interação - Gestão de desempenho - Pesquisas pós-chamada - Integrações com principais aplicativos de CRM, como Salesforce, Microsoft Dynamics, Zendesk, e outros 20 - Estrutura de integração dinâmica - APIs abertas e programa para desenvolvedores

**Average Rating:** 4.1/5.0

**Total Reviews:** 244

#### How Do G2 Users Rate 8x8 Contact Center?

- **the product tem sido um bom parceiro comercial?:** 8.5/10 (Category avg: 8.8/10)
- **Automação:** 7.5/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 7.9/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 7.2/10 (Category avg: 8.2/10)

#### Who Is the Company Behind 8x8 Contact Center?

- **Vendedor:** [8x8](https://www.g2.com/pt/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0)
- **Website da Empresa:** www.8x8.com
- **Ano de Fundação:** 1987
- **Localização da Sede:** San Jose, CA
- **Twitter:** @8x8  
11,056 seguidores no Twitter
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0ad9a93cacd01ca25a8bf61de42bc3a51636c76960fa572fb09f3088a46570d2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F8x8&secure%5Burl_type%5D=linkedin_company_website)  
2,811 funcionários no LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Gerente de Operações
- **Top Industries:** Serviços Financeiros, Tecnologia da Informação e Serviços
- **Company Size:** 54% Medium, 36% Small

#### What Do G2 Reviewers Say About 8x8 Contact Center?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários valorizam a **facilidade de uso e implementação** do 8x8 Contact Center, melhorando a eficiência operacional e a comunicação.
- Os usuários elogiam o **atendimento ao cliente prestativo** do 8x8 Contact Center, garantindo assistência rápida e satisfação.
- Os usuários valorizam o **suporte ao cliente responsivo** do 8x8 Contact Center, apreciando sua assistência rápida e útil.
- Os usuários valorizam o **suporte omnicanal** e a análise do 8x8 Contact Center, melhorando a interação com o cliente e a eficiência do serviço.
- Os usuários valorizam a **eficiência** do 8x8 Contact Center, melhorando o atendimento ao cliente e a escalabilidade operacional de forma contínua.

##### Cons

- Os usuários acham que os **recursos ausentes** do 8x8 Contact Center são limitantes, dificultando a administração eficaz e a experiência do usuário.
- Os usuários expressam frustração com o **pobre suporte ao cliente** , destacando chatbots inúteis e a falta de administração eficaz.
- Os usuários acham o **processo de gerenciamento de chamadas complicado** , lutando com várias plataformas e configurações complexas.
- Os usuários acham a **complexidade** das configurações do 8x8 Contact Center frustrante, impactando a usabilidade e a eficiência administrativa.
- Os usuários expressam frustração com **problemas de integração** com o Zoho ERP e outros serviços de call center, complicando sua experiência.

#### What Are Recent G2 Reviews of 8x8 Contact Center?

**["Centro de Contato Rico em Recursos, Fácil de Usar com Integração de CRM e Onboarding Simplificado"](https://www.g2.com/pt/survey_responses/8x8-contact-center-review-13085758)**

**Rating:** 5.0/5.0 stars

_— William N._

[Read full review](https://www.g2.com/pt/survey_responses/8x8-contact-center-review-13085758)

**["Serviço eficiente com suporte amigável, IA precisa de melhorias"](https://www.g2.com/pt/survey_responses/8x8-contact-center-review-12915729)**

**Rating:** 4.0/5.0 stars

_— Sam C._

[Read full review](https://www.g2.com/pt/survey_responses/8x8-contact-center-review-12915729)

#### What Are G2 Users Discussing About 8x8 Contact Center?

- [What is 8x8 Contact Center used for?](https://www.g2.com/pt/discussions/what-is-8x8-contact-center-used-for)

### [Aspect Workforce](https://www.g2.com/pt/products/aspect-workforce/reviews)

Aspect oferece uma plataforma de força de trabalho inteligente que ajuda as empresas a prevenir interrupções, proteger os níveis de serviço e reduzir o esforço manual, incorporando inteligência diretamente nas operações diárias. Nossa promessa de marca é orientação e automação em tempo real, ciente de políticas, que mantém as decisões transparentes, explicáveis e sob controle humano—para que as equipes possam prevenir interrupções em vez de reagir a elas. O portfólio de Gestão de Engajamento da Força de Trabalho (WEM) da Aspect inclui implantações em nuvem, híbridas e locais, com capacidades em previsão, agendamento, aderência e gestão intradiária, monitoramento de qualidade e fluxos de trabalho de coaching, painéis de gestão de desempenho e KPIs, e engajamento de funcionários e gamificação. É construído sobre o Aspect WorkforceOS, com APIs e ferramentas de integração através do Portal do Desenvolvedor, e suporta conectividade em grandes ecossistemas de CCaaS, CRM e colaboração. Para líderes de operações, planejadores, supervisores e agentes, o Aspect Workforce ajuda a resolver os desafios diários de demanda flutuante, regras trabalhistas complexas e ferramentas isoladas que forçam as equipes a um combate constante a incêndios. Ao conectar sinais em tempo real a ações aprovadas, o Aspect melhora a eficiência e a precisão, ajuda a reduzir o desperdício de trabalho evitável e fortalece o desempenho do serviço—para que as organizações possam reduzir custos enquanto melhoram as experiências da força de trabalho e os resultados dos clientes.

**Average Rating:** 4.2/5.0

**Total Reviews:** 304

#### How Do G2 Users Rate Aspect Workforce?

- **the product tem sido um bom parceiro comercial?:** 8.4/10 (Category avg: 8.8/10)
- **Automação:** 8.1/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 8.0/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 8.6/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Aspect Workforce?

- **Vendedor:** [Aspect Software](https://www.g2.com/pt/sellers/aspect-software)
- **Website da Empresa:** www.aspect.com
- **Ano de Fundação:** 1973
- **Localização da Sede:** Atlanta, GA
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=fe0663343d33c9b43ad241bacdc8e0a609dc9e6a3170be73a578be1c5d286150&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3393%2F&secure%5Burl_type%5D=linkedin_company_website)  
994 funcionários no LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Representante de Atendimento ao Cliente
- **Top Industries:** Serviços Financeiros, Telecomunicações
- **Company Size:** 63% Large, 29% Medium

#### What Do G2 Reviewers Say About Aspect Workforce?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários elogiam a **eficiência da previsão e agendamento** com o Aspect Workforce, melhorando significativamente a gestão operacional.
- Os usuários valorizam as **capacidades robustas de agendamento e previsão** do Aspect Workforce, melhorando a eficiência do gerenciamento e planejamento de pessoal.
- Os usuários consideram a **facilidade de uso** do Aspect Workforce inestimável, simplificando o agendamento e melhorando a eficiência operacional geral.
- Os usuários apreciam as **ferramentas poderosas de previsão e agendamento** do Aspect Workforce, permitindo um planejamento e gestão eficientes.
- Os usuários valorizam os **fortes recursos de agendamento e gestão** do Aspect Workforce, melhorando a eficiência e a excelência operacional.

##### Cons

- Os usuários acham a **curva de aprendizado íngreme** , levando a desafios na adoção e uso eficaz para equipes menores.
- Os usuários acham que a **personalização limitada** no Aspect Workforce restringe a flexibilidade e a integração com outros aplicativos.
- Os usuários acham a **complexidade** do Aspect Workforce esmagadora, exigindo tempo e treinamento significativos para uso eficaz.
- Os usuários acham **a personalização difícil** , limitando sua capacidade de adaptar a experiência do Aspect Workforce às suas necessidades.
- Os usuários acham o Aspect Workforce **não amigável** , citando a necessidade de uma experiência de navegação mais simplificada e intuitiva.

#### What Are Recent G2 Reviews of Aspect Workforce?

**["Plataforma Extremamente Estável e Rica em Automação Oferece Valor Operacional Impressionante"](https://www.g2.com/pt/survey_responses/aspect-workforce-review-13118526)**

**Rating:** 4.5/5.0 stars

_— Tony G._

[Read full review](https://www.g2.com/pt/survey_responses/aspect-workforce-review-13118526)

**["Interface clara e insights úteis para o trabalho de WFM"](https://www.g2.com/pt/survey_responses/aspect-workforce-review-12690424)**

**Rating:** 5.0/5.0 stars

_— Shubham G._

[Read full review](https://www.g2.com/pt/survey_responses/aspect-workforce-review-12690424)

#### What Are G2 Users Discussing About Aspect Workforce?

- [Para que é usado o Alvaria Workforce?](https://www.g2.com/pt/discussions/what-is-alvaria-workforce-used-for)
- [What is the best workforce management software?](https://www.g2.com/pt/discussions/alvaria-workforce-what-is-the-best-workforce-management-software)
- [What does aspect software do?](https://www.g2.com/pt/discussions/what-does-aspect-software-do) - 1 comment
- [What is aspect WFM?](https://www.g2.com/pt/discussions/what-is-aspect-wfm)
- [What is Aspect Workforce Management?](https://www.g2.com/pt/discussions/what-is-aspect-workforce-management)

### [Assembled WFM](https://www.g2.com/pt/products/assembled-wfm/reviews)

Assembled é uma plataforma de suporte tudo-em-um projetada para melhorar as operações de atendimento ao cliente, integrando agentes de IA com gestão inteligente de força de trabalho. Esta solução visa ajudar as empresas a oferecer experiências de suporte excepcionais enquanto gerenciam seus recursos de forma eficiente. Ao aproveitar a tecnologia avançada, a Assembled permite que as organizações otimizem seus processos de suporte, garantindo que tanto agentes de IA quanto humanos trabalhem em harmonia para atender às necessidades dos clientes. A plataforma tem como alvo principal as equipes de suporte ao cliente em diversos setores que buscam melhorar sua eficiência operacional e qualidade de serviço. A Assembled é particularmente benéfica para empresas que lidam com grandes volumes de interações com clientes e que necessitam de soluções precisas de previsão e alocação de pessoal. Com suas capacidades, as equipes podem automatizar uma parte significativa das interações com clientes, permitindo que os agentes humanos se concentrem em consultas mais complexas, aumentando assim a produtividade geral e a satisfação do cliente. Os principais recursos da Assembled incluem agendamento rápido e intuitivo, que permite às equipes criar cronogramas de trabalho personalizados que se adaptam à demanda flutuante. Essa flexibilidade é crucial para organizações que experimentam níveis variados de consultas de clientes ao longo do dia ou da semana. Além disso, a plataforma oferece automação com IA com humanos no circuito, o que garante que os agentes de IA possam colaborar perfeitamente com a equipe humana, proporcionando uma abordagem equilibrada ao suporte ao cliente. Este recurso único ajuda a manter um toque pessoal nas interações com os clientes, ao mesmo tempo em que se beneficia da eficiência da automação. Outro aspecto destacado da Assembled é sua poderosa capacidade de previsão, que possui mais de 90% de precisão. Este recurso permite que as equipes prevejam a demanda dos clientes com precisão, permitindo decisões de alocação de pessoal ótimas que se alinham com a carga de trabalho antecipada. Além disso, a plataforma fornece visibilidade significativa entre equipes, garantindo que todas as partes interessadas tenham acesso a informações e insights relevantes, promovendo a colaboração e a tomada de decisões informadas. A Assembled também se destaca em relatórios, oferecendo análises centralizadas e robustas que fornecem insights acionáveis. Esta funcionalidade abrangente de relatórios capacita as equipes a rastrear métricas de desempenho, identificar tendências e fazer ajustes baseados em dados em suas estratégias de suporte. Ao utilizar a Assembled, as organizações podem escalar suas operações de suporte de forma inteligente, equilibrando as forças da IA com o valor insubstituível da interação humana, levando, em última análise, a experiências aprimoradas para o cliente e sucesso operacional.

**Average Rating:** 4.6/5.0

**Total Reviews:** 184

#### How Do G2 Users Rate Assembled WFM?

- **the product tem sido um bom parceiro comercial?:** 9.5/10 (Category avg: 8.8/10)
- **Automação:** 7.9/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 8.1/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 8.9/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Assembled WFM?

- **Vendedor:** [Assembled](https://www.g2.com/pt/sellers/assembled)
- **Website da Empresa:** www.assembled.com
- **Ano de Fundação:** 2018
- **Localização da Sede:** San Francisco, California
- **Twitter:** @assembledhq  
372 seguidores no Twitter
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=54c7ff050add5f1b54c5fd19f89d60db0fd4745384537f7eecda6ae88d185611&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F26571599%2F&secure%5Burl_type%5D=linkedin_company_website)  
134 funcionários no LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Serviços Financeiros, Tecnologia da Informação e Serviços
- **Company Size:** 63% Medium, 21% Small

#### What Do G2 Reviewers Say About Assembled WFM?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários acham o Assembled WFM **muito acessível** , permitindo uma compreensão rápida e gestão eficaz para todos os perfis.
- Os usuários apreciam as **capacidades de agendamento sem interrupções** do Assembled WFM, permitindo ajustes fáceis e atualizações em tempo real.
- Os usuários apreciam a **facilidade de agendamento** com o Assembled WFM, desfrutando de ajustes sem interrupções e acompanhamento de dados em tempo real.
- Os usuários adoram o **design intuitivo** do Assembled WFM, tornando-o fácil de entender e usar para qualquer pessoa.
- Os usuários destacam a **eficiência** do Assembled WFM, otimizando o agendamento e aprimorando as capacidades de previsão para operações ideais.

##### Cons

- Os usuários acham **mudanças de horário complicadas** , impactando sua capacidade de gerenciar tarefas de forma eficaz e acessar suas pontuações.
- Os usuários acham os **recursos ausentes** no Assembled WFM, como relatórios personalizados e troca de turnos, frustrantes e limitantes.
- Os usuários acham que o Assembled WFM tem **recursos limitados** , prejudicando a eficiência, especialmente nas funcionalidades de relatórios e gestão de força de trabalho.
- Os usuários frequentemente enfrentam dificuldades com **relatórios deficientes** , incluindo personalização limitada e atrasos na atualização de dados, afetando a eficiência.
- Os usuários frequentemente experimentam **tempos de carregamento lentos** , dificultando a conclusão de tarefas e complicando o gerenciamento de horários.

#### What Are Recent G2 Reviews of Assembled WFM?

**["Melhora a Visibilidade de Pessoal e a Eficiência Operacional"](https://www.g2.com/pt/survey_responses/assembled-wfm-review-12977659)**

**Rating:** 4.0/5.0 stars

_— Airene D._

[Read full review](https://www.g2.com/pt/survey_responses/assembled-wfm-review-12977659)

**["Gestão de Força de Trabalho Simplificada com Facilidade"](https://www.g2.com/pt/survey_responses/assembled-wfm-review-12980620)**

**Rating:** 5.0/5.0 stars

_— Usuário Verificado em Lazer, Viagens e Turismo_

[Read full review](https://www.g2.com/pt/survey_responses/assembled-wfm-review-12980620)

#### What Are G2 Users Discussing About Assembled WFM?

- [What is your primary use case for Assembled in workforce management, and how has it impacted your team's efficiency?](https://www.g2.com/pt/discussions/what-is-your-primary-use-case-for-assembled-in-workforce-management-and-how-has-it-impacted-your-team-s-efficiency)
- [Para que é usado o Assembled?](https://www.g2.com/pt/discussions/what-is-assembled-used-for)

### [Squaretalk](https://www.g2.com/pt/products/squaretalk/reviews)

Squaretalk é uma plataforma de solução para centros de contato projetada para ajudar os usuários a otimizar a comunicação com prospects e clientes, enquanto melhora as oportunidades de vendas e o crescimento operacional. Esta plataforma integra vários canais de comunicação, incluindo chamadas de voz, mensagens do WhatsApp Business e e-mail, permitindo que as equipes se envolvam efetivamente com seu público. A solução é adaptada para empresas de todos os tamanhos, oferecendo recursos que simplificam o alcance e melhoram as taxas de conversão sem introduzir complexidade ou custos desnecessários. Voltado para equipes de vendas, departamentos de suporte ao cliente e empresas que buscam expandir suas capacidades de comunicação, o Squaretalk fornece um conjunto abrangente de ferramentas que atende a diversos casos de uso. Por exemplo, as equipes de vendas podem utilizar as capacidades omnichannel da plataforma para alcançar clientes potenciais através de seus métodos de comunicação preferidos, enquanto as equipes de suporte ao cliente podem gerenciar consultas de forma eficiente em vários canais. A flexibilidade do Squaretalk o torna uma escolha ideal para organizações que visam melhorar suas estratégias de engajamento com o cliente e melhorar a entrega geral de serviços. Os principais recursos do Squaretalk incluem capacidades avançadas de gerenciamento de chamadas, transcrições automáticas e análise de sentimento, que coletivamente melhoram a experiência do usuário. O sistema de gerenciamento de contatos da plataforma permite o acompanhamento organizado das interações, garantindo que nenhum lead seja negligenciado. Fluxos de trabalho personalizáveis permitem que as equipes adaptem seus processos de acordo com necessidades específicas de negócios, enquanto ferramentas avançadas de relatórios fornecem insights sobre métricas de desempenho, ajudando as organizações a tomar decisões baseadas em dados. O chat interno permite uma sincronização rápida, melhor orientação, escalonamentos mais suaves e a unificação da comunicação interna e externa em uma única plataforma. Além disso, a plataforma prioriza a segurança com medidas de nível empresarial, garantindo que informações sensíveis dos clientes sejam protegidas. Um dos aspectos mais destacados do Squaretalk é sua capacidade de fornecer números locais em mais de 150 destinos, o que ajuda as empresas a estabelecer uma presença local e construir confiança com seus clientes. Este recurso é particularmente benéfico para empresas que buscam expandir suas operações globalmente, pois permite que elas se conectem com clientes internacionais de uma maneira familiar. Ao aproveitar as capacidades do Squaretalk, as empresas podem não apenas encurtar seus ciclos de vendas, mas também elevar seus esforços de alcance, levando, em última análise, a um aumento na satisfação e lealdade do cliente.

**Average Rating:** 4.8/5.0

**Total Reviews:** 135

#### How Do G2 Users Rate Squaretalk?

- **the product tem sido um bom parceiro comercial?:** 9.4/10 (Category avg: 8.8/10)
- **Automação:** 10.0/10 (Category avg: 8.1/10)
- **Análise de desempenho:** 8.8/10 (Category avg: 8.3/10)
- **Gestão Intradiária:** 8.8/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Squaretalk?

- **Vendedor:** [Squaretalk](https://www.g2.com/pt/sellers/squaretalk)
- **Website da Empresa:** squaretalk.com
- **Ano de Fundação:** 2014
- **Localização da Sede:** Jerusalem
- **Twitter:** @SquareTalk  
31 seguidores no Twitter
- **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=805392a45ccfdc27ad35dfde64b5afbb4b22a927dd05e10eab835743c36b0dc2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsquaretalk%2F&secure%5Burl_type%5D=linkedin_company_website)  
74 funcionários no LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Gerente
- **Top Industries:** Tecnologia da Informação e Serviços, Marketing e Publicidade
- **Company Size:** 53% Medium, 51% Small

#### What Do G2 Reviewers Say About Squaretalk?

_AI-generated summary from verified user reviews_

##### Pros

- Os usuários valorizam a **facilidade de uso** do Squaretalk, melhorando o fluxo de trabalho e simplificando as tarefas de gerenciamento de forma contínua.
- Os usuários valorizam as **capacidades de automação** do Squaretalk, aumentando a eficiência no suporte de chamadas e nas estratégias de marketing.
- Os usuários valorizam a **eficiência** do Squaretalk, beneficiando-se do monitoramento em tempo real e das ferramentas que aumentam a eficácia operacional.
- Os usuários consideram o Squaretalk uma **solução altamente confiável** para automatizar o suporte de chamadas e o marketing por SMS de forma eficiente.
- Os usuários apreciam a **facilidade de uso e a plataforma rica em recursos** do Squaretalk, aumentando a produtividade e a integração sem esforço.

##### Cons

- Os usuários acham a **configuração difícil** do Squaretalk desafiadora, especialmente com fluxos de trabalho complexos e recursos avassaladores.
- Os usuários destacam os **recursos limitados** do Squaretalk, desejando melhorias nas integrações e funcionalidades avançadas.
- Os usuários acham que **recursos complexos** do Squaretalk podem ser avassaladores e não muito intuitivos para novos usuários.
- Os usuários acham a **complexidade das configurações avançadas** no Squaretalk desafiadora, especialmente para novos usuários e em momentos de alto tráfego.
- Os usuários enfrentam **problemas de conexão** durante as horas de pico, o que pode interromper sua experiência, apesar do suporte confiável.

#### What Are Recent G2 Reviews of Squaretalk?

**["Transcrições de IA e Roteamento Inteligente Transformaram Nosso Processo de Consultas de Visto e Viagem"](https://www.g2.com/pt/survey_responses/squaretalk-review-13133843)**

**Rating:** 5.0/5.0 stars

_— Kithmi S._

[Read full review](https://www.g2.com/pt/survey_responses/squaretalk-review-13133843)

**["Plataforma Perfeita para Gerenciar Nossas Equipes de Assistentes Virtuais Distribuídas"](https://www.g2.com/pt/survey_responses/squaretalk-review-13142693)**

**Rating:** 5.0/5.0 stars

_— Carlos S._

[Read full review](https://www.g2.com/pt/survey_responses/squaretalk-review-13142693)

#### What Are G2 Users Discussing About Squaretalk?

- [Para que é usado o Squaretalk?](https://www.g2.com/pt/discussions/what-is-squaretalk-used-for)

- ‹ Prev‹ Prev
- 1
- [2](/categories/contact-center-workforce?order=g2_score&page=2#product-list)
- [3](/categories/contact-center-workforce?order=g2_score&page=3#product-list)
- [4](/categories/contact-center-workforce?order=g2_score&page=4#product-list)
- [5](/categories/contact-center-workforce?order=g2_score&page=5#product-list)
- [6](/categories/contact-center-workforce?order=g2_score&page=6#product-list)
- [7](/categories/contact-center-workforce?order=g2_score&page=7#product-list)
- [Next ›Next ›](/categories/contact-center-workforce?order=g2_score&page=2#product-list)

Spotlight Categories

[Compensation Management Software](https://www.g2.com/categories/compensation-management)

[Security Awareness Training Software](https://www.g2.com/categories/security-awareness-training)

[Accounts Receivable Software](https://www.g2.com/categories/accounts-receivable)

[Sales Enablement Software](https://www.g2.com/categories/sales-enablement)

[Cloud Content Collaboration Software](https://www.g2.com/categories/cloud-content-collaboration)

Similar Categories

- [Call Center Infrastructure (CCI)](/categories/call-center-infrastructure-cci)
- [Contact Center](/categories/contact-center)

- [Contact Center AI Observability](/categories/contact-center-ai-observability)
- [Contact Center Knowledge Base](/categories/contact-center-knowledge-base)

- [Contact Center Quality Assurance](/categories/contact-center-quality-assurance)
- [Speech Analytics](/categories/speech-analytics)

[Browse Contact Center Workforce Themes](/categories/contact-center-workforce/themes)

 ![Inia Debnath](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Inia Debnath")
ID

Researched and written by [Inia Debnath](https://research.g2.com/insights/author/inia-debnath)

Updated October 3, 2024

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

Top Tools at a Glance

| Product | Best for | User Review |
| --- | --- | --- |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e63eb2d0ef10e2df421befaed80bed3c/agentforce-service-formerly-salesforce-service-cloud.jpg "Product Avatar Image")](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[4.4/5(7,357)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | Salesforce-native omnichannel case routing and agent 360-view | "The Evolution of Service: Bridging the Gap Between Data and Action." |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_5376962576b0195de9bc3af1c46895ba/calabrio-one.png "Product Avatar Image")](https://www.g2.com/products/calabrio-one/reviews)[Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews)[4.4/5(435)](https://www.g2.com/products/calabrio-one/reviews) | Unified WFM, QA, and contact-center analytics | "A Great Investment That Streamlined Our Workflow and CRM Call Management" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image")](https://www.g2.com/products/genesys-cloud-cx/reviews)[Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews)[4.4/5(1,558)](https://www.g2.com/products/genesys-cloud-cx/reviews) | Omnichannel contact routing with unified workforce engagement | "Centralized Omnichannel Power with Insightful Real-Time Reporting" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Product Avatar Image")](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)[Five9 Intelligent Cloud...](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)[4.1/5(625)](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) | Omnichannel contact center ops with AI-assisted routing | "Fast, Intuitive Web-Based Platform with Reliable Support" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_19576b6f9cdacc4e3c55837439d5c78c/verint-workforce-management.png "Product Avatar Image")](https://www.g2.com/products/verint-workforce-management/reviews)[Verint Workforce Management](https://www.g2.com/products/verint-workforce-management/reviews)[4.2/5(213)](https://www.g2.com/products/verint-workforce-management/reviews) | Contact center forecasting, scheduling, and adherence automation | "Robust WFM Solution with Room for Improvement" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_be08dab78dcba32b9dfe8cb030a1c88d/ringcentral-contact-center.png "Product Avatar Image")](https://www.g2.com/products/ringcentral-contact-center/reviews)[RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews)[4.1/5(215)](https://www.g2.com/products/ringcentral-contact-center/reviews) | Omnichannel routing with remote-workforce flexibility | "Easy-to-use Omnivhannel Platform with reliable Call Quality." |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png "Product Avatar Image")](https://www.g2.com/products/talkdesk/reviews)[Talkdesk](https://www.g2.com/products/talkdesk/reviews)[4.4/5(2,567)](https://www.g2.com/products/talkdesk/reviews) | Omnichannel contact center with AI-powered agent coaching | "Reliable Platform That Boosts Agent Productivity" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_be08dab78dcba32b9dfe8cb030a1c88d/ringcx.png "Product Avatar Image")](https://www.g2.com/products/ringcx/reviews)[RingCX](https://www.g2.com/products/ringcx/reviews)[4.5/5(68)](https://www.g2.com/products/ringcx/reviews) | Omnichannel queue handling with agent-visibility reporting | "RingCX Changed How I Prepare Before Answering Calls" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3a787194b190f530da1bb58924ec8044/cloudtalk.png "Product Avatar Image")](https://www.g2.com/products/cloudtalk/reviews)[CloudTalk](https://www.g2.com/products/cloudtalk/reviews)[4.4/5(1,850)](https://www.g2.com/products/cloudtalk/reviews) | CRM-integrated call routing and agent monitoring | "CloudTalk’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image")](https://www.g2.com/products/nice-cxone/reviews)[NiCE CXone](https://www.g2.com/products/nice-cxone/reviews)[4.3/5(1,730)](https://www.g2.com/products/nice-cxone/reviews) | Omnichannel contact routing with unified workforce scheduling | "Cxone Simplifies Calling and Scheduling in One Place" |

* * *

Show More

### Contact Center Workforce Topics

- [Contact center workforce software buying insights at a glance](#contact-center-workforce-software-buying-insights-at-a-glance)
- [What is contact center workforce software?](#what-is-contact-center-workforce-software)
- [What are the top reviewed contact center workforce systems on G2?](#what-are-the-top-reviewed-contact-center-workforce-systems-on-g2)
- [Contact center workforce software pricing and cost considerations](#contact-center-workforce-software-pricing-and-cost-considerations)
- [Types of contact center workforce software on G2](#types-of-contact-center-workforce-software-on-g2)
- [Best contact center workforce software features rated by G2 reviewers](#best-contact-center-workforce-software-features-rated-by-g2-reviewers)
- [Top contact center workforce software benefits identified by G2 reviewers](#top-contact-center-workforce-software-benefits-identified-by-g2-reviewers)
- [Top contact center workforce software challenges identified by G2 reviewers](#top-contact-center-workforce-software-challenges-identified-by-g2-reviewers)
- [What are contact center workforce platforms used for?](#what-are-contact-center-workforce-platforms-used-for)
- [Who uses contact center workforce solutions?](#who-uses-contact-center-workforce-solutions)
- [Common contact center workforce software integrations](#common-contact-center-workforce-software-integrations)
- [Software and Services Related to Contact Center Workforce Software](#software-and-services-related-to-contact-center-workforce-software)
- [Future of Contact Center Workforce Software](#future-of-contact-center-workforce-software)
- [Sources](#sources)

[
### Contact Center Workforce Topics
Expand/Collapse ](#)
- [Contact center workforce software buying insights at a glance](#contact-center-workforce-software-buying-insights-at-a-glance)
- [What is contact center workforce software?](#what-is-contact-center-workforce-software)
- [What are the top reviewed contact center workforce systems on G2?](#what-are-the-top-reviewed-contact-center-workforce-systems-on-g2)
- [Contact center workforce software pricing and cost considerations](#contact-center-workforce-software-pricing-and-cost-considerations)
- [Types of contact center workforce software on G2](#types-of-contact-center-workforce-software-on-g2)
- [Best contact center workforce software features rated by G2 reviewers](#best-contact-center-workforce-software-features-rated-by-g2-reviewers)
- [Top contact center workforce software benefits identified by G2 reviewers](#top-contact-center-workforce-software-benefits-identified-by-g2-reviewers)
- [Top contact center workforce software challenges identified by G2 reviewers](#top-contact-center-workforce-software-challenges-identified-by-g2-reviewers)
- [What are contact center workforce platforms used for?](#what-are-contact-center-workforce-platforms-used-for)
- [Who uses contact center workforce solutions?](#who-uses-contact-center-workforce-solutions)
- [Common contact center workforce software integrations](#common-contact-center-workforce-software-integrations)
- [Software and Services Related to Contact Center Workforce Software](#software-and-services-related-to-contact-center-workforce-software)
- [Future of Contact Center Workforce Software](#future-of-contact-center-workforce-software)
- [Sources](#sources)

## Learn More 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