# Best Contact Center Workforce Software

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

**Total Products under this Category:** 98

### 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:** QStory (+1.85%) - Among all products in this category, QStory recorded the largest rating increase compared to last month

_Last updated: August 01, 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
- 98+ 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=16976&focus%5B%5D=37283&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, Verint Workforce Management, RingCentral Contact Center, 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=verint-workforce-management&focus%5B%5D=ringcentral-contact-center&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=2026-08-01T23%3A07%3A48Z&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%3Fopen_modal_url%3D%252Fproducts%252Fvcc-live%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fcontact-center-workforce%2526source%253Dcategory&secure%5Btoken%5D=0e10ad2e66169297c7640da63b32f3b8be843f64d5f1cfd1a63a6c1b65c42306&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/products/agentforce-service-formerly-salesforce-service-cloud/reviews)

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform

**Average Rating:** 4.4/5.0

**Total Reviews:** 6,969

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

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.8/10)
- **Automation:** 8.3/10 (Category avg: 8.1/10)
- **Performance Analysis:** 8.3/10 (Category avg: 8.3/10)
- **Intraday Management:** 7.7/10 (Category avg: 8.2/10)

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

- **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce)
- **Company Website:** www.salesforce.com
- **Year Founded:** 1999
- **HQ Location:** San Francisco, CA
- **Twitter:** @salesforce  
579,511 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Salesforce Administrator, Salesforce Developer
- **Top Industries:** Information Technology and Services, Computer Software
- **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

- Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features.
- Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency.
- Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy.
- Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks.
- Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud.

##### Cons

- Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use.
- Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features.
- Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members.
- Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively.
- Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features.

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

**["The Evolution of Service: Bridging the Gap Between Data and Action."](https://www.g2.com/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/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)

**["“Daily Use Review of Salesforce Service Cloud in Collections”"](https://www.g2.com/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/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)

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

- [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote
- [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/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/discussions/what-does-customer-self-service-require)
- [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) - 2 comments
- [What is feedback management system?](https://www.g2.com/discussions/what-is-feedback-management-system)

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

Calabrio ONE est maintenant Verint. Les capacités d'engagement de la main-d'œuvre et d'intelligence du centre de contact que vous connaissiez sous le nom de Calabrio ONE sont désormais proposées via la plateforme d'automatisation CX de Verint – avec des capacités d'IA élargies, des intégrations plus profondes, et le même accent sur l'expérience des agents et les résultats clients. La plateforme d'automatisation CX de Verint aide les centres de contact à automatiser les flux de travail CX et à fournir des résultats mesurables. Conçue pour fonctionner sur votre infrastructure existante, elle s'intègre à tout CCaaS, CRM ou modèle d'IA. Propulsée par un hub de données CX partagé et l'IA Verint Da Vinci™, la plateforme apprend de chaque interaction pour stimuler l'automatisation à travers l'auto-service, le support des agents, l'analyse, la qualité et l'engagement de la main-d'œuvre.

**Average Rating:** 4.4/5.0

**Total Reviews:** 425

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

- **the product a-t-il été un bon partenaire commercial?:** 8.8/10 (Category avg: 8.8/10)
- **Automatisation:** 8.7/10 (Category avg: 8.1/10)
- **Analyse du rendement:** 8.9/10 (Category avg: 8.3/10)
- **Gestion intrajournalière:** 8.9/10 (Category avg: 8.2/10)

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

- **Vendeur:** [Verint](https://www.g2.com/fr/sellers/verint)
- **Site Web de l'entreprise:** www.verint.com
- **Année de fondation:** 1994
- **Emplacement du siège social:** Melville, New York
- **Twitter:** @Verint  
7,739 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/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 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Enquêteur de Risques, Analyste de la main-d'œuvre
- **Top Industries:** Services aux consommateurs, Soins hospitaliers et de santé
- **Company Size:** 53% Medium, 35% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs trouvent que la **facilité d'utilisation** de Calabrio ONE est un avantage essentiel, simplifiant considérablement les flux de travail et améliorant l'efficacité.
- Les utilisateurs apprécient l' **efficacité qui fait gagner du temps** de Calabrio ONE, transformant des tâches longues en processus rapides et rationalisés.
- Les utilisateurs soulignent la **facilité d'utilisation** et les mises à jour régulières de Calabrio ONE, améliorant l'efficacité et la satisfaction de l'équipe.
- Les utilisateurs apprécient la **fonctionnalité de planification flexible** de Calabrio ONE, améliorant la satisfaction des employés dans des environnements dynamiques.
- Les utilisateurs apprécient le **service client** de Calabrio ONE, en particulier le service attentif de leur Customer Success Manager.

##### Cons

- Les utilisateurs trouvent le **rapport inadéquat** et le support déroutant de Calabrio ONE frustrants, impactant l'utilisabilité et l'efficacité.
- Les utilisateurs rencontrent **des rapports médiocres** avec Calabrio ONE en raison de la complexité, des incohérences et du manque de support personnalisé.
- Les utilisateurs expriment des préoccupations concernant les **fonctionnalités limitées** de Calabrio ONE, impactant l'utilisabilité et l'efficacité globale.
- Les utilisateurs expriment leur inquiétude concernant **l'analyse de données inexacte** , ce qui sape la confiance dans la fiabilité des résultats de rapport.
- Les utilisateurs trouvent **l'interface peu intuitive** , rencontrant des difficultés à naviguer dans les fonctionnalités et à utiliser efficacement les Insights.

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

**["Calabrio ONE rend la gestion des horaires facile avec des mises à jour fiables en temps réel."](https://www.g2.com/fr/survey_responses/calabrio-one-review-12761859)**

**Rating:** 4.5/5.0 stars

_— Yonis A._

[Read full review](https://www.g2.com/fr/survey_responses/calabrio-one-review-12761859)

**["Un excellent investissement qui a rationalisé notre flux de travail et la gestion des appels CRM"](https://www.g2.com/fr/survey_responses/calabrio-one-review-13193204)**

**Rating:** 4.5/5.0 stars

_— Chamir M._

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

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

- [À quoi sert Calabrio ONE ?](https://www.g2.com/fr/discussions/what-is-calabrio-one-used-for)
- [What is calabrio WFM?](https://www.g2.com/fr/discussions/what-is-calabrio-wfm) - 1 comment
- [Is calabrio owned by Cisco?](https://www.g2.com/fr/discussions/is-calabrio-owned-by-cisco)
- [What does calabrio one do?](https://www.g2.com/fr/discussions/what-does-calabrio-one-do)
- [How much does calabrio cost?](https://www.g2.com/fr/discussions/how-much-does-calabrio-cost)

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

Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI.

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,468

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

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.8/10)
- **Automation:** 8.1/10 (Category avg: 8.1/10)
- **Performance Analysis:** 8.5/10 (Category avg: 8.3/10)
- **Intraday Management:** 8.5/10 (Category avg: 8.2/10)

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

- **Seller:** [Genesys](https://www.g2.com/sellers/genesys)
- **Company Website:** www.genesys.com
- **Year Founded:** 1990
- **HQ Location:** Menlo Park, CA
- **Twitter:** @Genesys  
32,180 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Case Advocate, Manager
- **Top Industries:** Information Technology and Services, Financial Services
- **Company Size:** 45% Medium, 40% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Genesys Cloud CX to be **exceptionally easy to use** , empowering business users to independently manage configurations.
- Users value the **continuous feature evolution** of Genesys Cloud CX, enhancing contact center operations and user satisfaction.
- Users value the **reliability** of Genesys Cloud CX, praising its accessibility and support for business continuity.
- Users value the **efficiency** of Genesys Cloud CX, enhancing agility and simplifying contact center operations across multiple channels.
- Users appreciate the **intuitive interface** of Genesys Cloud CX, enhancing management of customer interactions and workforce performance.

##### Cons

- Users note the **limited features** of Genesys Cloud CX, particularly in voice translation and tool availability.
- Users note the **missing features** in Genesys Cloud CX, including limited dashboard customization and complex reporting options.
- Users find the **complexity of the interface** challenging, especially for newcomers navigating multiple features and settings.
- Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, requiring extra effort for basic insights.
- Users find the **learning curve steep** with Genesys Cloud CX, as the interface and features can be confusing initially.

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

**["Centralized Omnichannel Power with Insightful Real-Time Reporting"](https://www.g2.com/survey_responses/genesys-cloud-cx-review-13150184)**

**Rating:** 5.0/5.0 stars

_— Verified User in Information Technology and Services_

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

**["Effortless Setup, Powerful Integrations"](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137)**

**Rating:** 5.0/5.0 stars

_— Lucas A._

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

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

- [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) - 3 comments, 2 upvotes
- [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) - 2 comments
- [What are the 4 most important benefits of Active Directory?](https://www.g2.com/discussions/what-are-the-4-most-important-benefits-of-active-directory) - 1 comment
- [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) - 2 comments
- [Does Genesys integrate with Salesforce?](https://www.g2.com/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)  
3,058 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?

**["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)

**["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)

#### 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/fr/products/verint-workforce-management/reviews)

Verint Workforce Management est une solution alimentée par l'IA qui prévoit la demande de vos clients, analyse et prédit le nombre d'employés nécessaires, et optimise les horaires des employés pour s'aligner sur la demande à travers les opérations du centre de contact et du back-office, afin de vous aider à atteindre vos objectifs de CX et d'efficacité. Nous fournissons une précision de prévision leader dans l'industrie (+/- 95%), la plus grande flexibilité dans la planification des employés, et des insights et tableaux de bord dérivés de l'IA pour une prise de décision plus rapide et meilleure. Les clients de Verint WFM ont atteint des résultats commerciaux alimentés par l'IA tels qu'une augmentation de 20% de la productivité des employés, une réduction de 20% à 30% de l'attrition des employés, une augmentation de 5% à 10% des scores NPS / CSAT, et une augmentation de 35% de la capacité des managers. Verint WFM fait partie de Verint Open Platform, qui aide vos opérations de service client à réduire les coûts et à améliorer l'EX et le CX avec des bots alimentés par l'IA qui automatisent les flux de travail CX. La plateforme Verint a la gamme la plus large de solutions d'automatisation CX, y compris les bots copilotes d'agents, la gestion des connaissances, les assistants virtuels intelligents et plus encore. La plateforme et les solutions sont évolutives des clients PME aux entreprises mondiales, et peuvent être déployées sur site, en cloud simple ou multi-locataire, ou en mixte hybride.

**Average Rating:** 4.2/5.0

**Total Reviews:** 207

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

- **the product a-t-il été un bon partenaire commercial?:** 8.5/10 (Category avg: 8.8/10)
- **Automatisation:** 7.8/10 (Category avg: 8.1/10)
- **Analyse du rendement:** 7.9/10 (Category avg: 8.3/10)
- **Gestion intrajournalière:** 8.4/10 (Category avg: 8.2/10)

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

- **Vendeur:** [Verint](https://www.g2.com/fr/sellers/verint)
- **Année de fondation:** 1994
- **Emplacement du siège social:** Melville, New York
- **Twitter:** @Verint  
7,739 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/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 employés sur LinkedIn®
- **Propriété:** Thoma Bravo

#### Who Uses This Product?

- **Top Industries:** Assurances, Services financiers
- **Company Size:** 55% Large, 35% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs trouvent que Verint Workforce Management est **extrêmement convivial** , ce qui rend les processus faciles à apprendre et à comprendre.
- Les utilisateurs soulignent l' **efficacité** de Verint Workforce Management, louant ses capacités en temps réel et ses fonctionnalités qui font gagner du temps.
- Les utilisateurs apprécient la **facilité de planification et les mises à jour en temps réel** offertes par Verint Workforce Management pour une gestion efficace des agents.
- Les utilisateurs apprécient les **fonctionnalités robustes** de Verint Workforce Management, qui améliorent l'efficacité opérationnelle et soutiennent divers besoins commerciaux.
- Les utilisateurs apprécient les fonctionnalités de **surveillance et de reporting en temps réel** de Verint Workforce Management pour une gestion efficace des agents.

##### Cons

- Les utilisateurs trouvent les options de **personnalisation limitées** frustrantes, souhaitant un contrôle plus granulaire sur les fonctionnalités de tableau de bord et de rapport.
- Les utilisateurs ont souvent du mal avec une **courbe d'apprentissage abrupte** et trouvent l'interface de Verint Workforce Management peu intuitive.
- Les utilisateurs trouvent **l'interface utilisateur encombrante** par rapport aux concurrents, avec des problèmes de navigation affectant l'expérience globale.
- Les utilisateurs estiment que Verint Workforce Management **manque de fonctionnalités clés** qui entravent la création de rapports détaillés et la facilité de configuration.
- Les utilisateurs trouvent que **le reporting est médiocre** dans Verint Workforce Management, soulignant des retards et des difficultés à naviguer dans les modules.

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

**["Recrutement simplifié"](https://www.g2.com/fr/survey_responses/verint-workforce-management-review-13024202)**

**Rating:** 5.0/5.0 stars

_— Edward R._

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

**["Solution WFM robuste avec marge d'amélioration"](https://www.g2.com/fr/survey_responses/verint-workforce-management-review-13001389)**

**Rating:** 4.0/5.0 stars

_— Joe B._

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

#### 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/fr/discussions/what-are-the-benefits-and-drawbacks-of-using-verint-workforce-management-for-employee-scheduling) - 1 comment
- [À quoi sert Verint Workforce Management ?](https://www.g2.com/fr/discussions/what-is-verint-workforce-management-used-for) - 1 comment
- [What is the best workforce management software?](https://www.g2.com/fr/discussions/verint-workforce-management-what-is-the-best-workforce-management-software)
- [How do you request time off in Verint?](https://www.g2.com/fr/discussions/how-do-you-request-time-off-in-verint) - 1 comment
- [What does workforce management software do?](https://www.g2.com/fr/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:** 47% 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/fr/products/talkdesk/reviews)

Talkdesk® mène une nouvelle ère dans l'expérience client avec l'Automatisation de l'Expérience Client (CXA) — une nouvelle catégorie et plateforme conçue pour automatiser toute la complexité des parcours clients modernes. CXA remplace les flux de travail fragmentés et coordonnés par des humains par une orchestration autonome et multi-agents d'IA qui offre un service intelligent, évolutif et axé sur les résultats tout au long du cycle de vie CX. Apprenez-en plus sur : https://www.talkdesk.com/use-cases/ Au cœur de CXA se trouve le Talkdesk Data Cloud, qui transforme les transcriptions, les enregistrements d'appels, les notes de cas et les dossiers clients provenant de divers CRM et systèmes d'enregistrement en connaissances exploitables en temps réel. Cela permet aux agents IA de fonctionner avec un contexte complet, collaborant sans effort pour résoudre des problèmes clients complexes avec rapidité, précision et adaptabilité. Talkdesk CXA prend en charge à la fois les flux de travail intersectoriels et les cas d'utilisation spécialisés dans des secteurs comme la santé, les services financiers, le commerce de détail, les services publics, le voyage et le gouvernement. Avec des agents IA préconstruits, un cycle vertueux d'automatisation (Découvrir, Construire, Orchestrer, Mesurer) et un délai de rentabilisation rapide, Talkdesk aide les entreprises à moderniser l'expérience client sans avoir besoin d'un remplacement complet. Fiable par des marques mondiales et reconnu pour son innovation continue, Talkdesk permet aux organisations d'augmenter leurs revenus, de réduire leurs coûts et de transformer la prestation de services grâce à une automatisation coordonnée et pilotée par l'IA. Les entreprises qui aiment leurs clients utilisent Talkdesk. Talkdesk est une marque déposée de Talkdesk, Inc. Tous les noms de produits et de sociétés sont des marques™ ou des marques déposées® de leurs détenteurs respectifs. Leur utilisation n'implique aucune affiliation ou approbation de leur part.

**Average Rating:** 4.4/5.0

**Total Reviews:** 2,471

#### How Do G2 Users Rate Talkdesk?

- **the product a-t-il été un bon partenaire commercial?:** 8.9/10 (Category avg: 8.8/10)
- **Automatisation:** 9.0/10 (Category avg: 8.1/10)
- **Analyse du rendement:** 9.2/10 (Category avg: 8.3/10)
- **Gestion intrajournalière:** 9.0/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Talkdesk?

- **Vendeur:** [Talkdesk](https://www.g2.com/fr/sellers/talkdesk)
- **Site Web de l'entreprise:** www.talkdesk.com
- **Année de fondation:** 2011
- **Emplacement du siège social:** Palo Alto, CA
- **Twitter:** @talkdesk  
6,959 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/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)  
1,391 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Superviseur, Représentant du service client
- **Top Industries:** Services aux consommateurs, Logiciels informatiques
- **Company Size:** 60% Medium, 20% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient la **facilité d'utilisation** de Talkdesk, permettant un suivi efficace des appels et améliorant la productivité globale.
- Les utilisateurs apprécient l' **efficacité** de Talkdesk, permettant une communication fluide à travers les plateformes et une amélioration des opérations de service client.
- Les utilisateurs apprécient les **fonctionnalités complètes** de Talkdesk, permettant des flux de travail efficaces et améliorant les interactions avec les clients.
- Les utilisateurs apprécient l' **intégration CRM facile** de Talkdesk, améliorant l'efficacité et la communication pour les équipes de support client.
- Les utilisateurs louent Talkdesk pour son **support client exceptionnel** et son intégration transparente qui améliore l'efficacité de l'équipe.

##### Cons

- Les utilisateurs rencontrent souvent des **problèmes d'appel** avec Talkdesk, y compris une mauvaise qualité audio et des appels interrompus pendant les conversations.
- Les utilisateurs rencontrent souvent des **problèmes techniques** avec Talkdesk, y compris des appels interrompus et des dysfonctionnements du système nécessitant des redémarrages fréquents.
- Les utilisateurs trouvent les **fonctionnalités manquantes** dans Talkdesk frustrantes, ce qui entrave l'efficacité et le flux de travail lors des appels et de la gestion des tickets.
- Les utilisateurs rencontrent des **problèmes de notification** avec Talkdesk, entraînant des changements de statut hors ligne inattendus et des problèmes techniques frustrants.
- Les utilisateurs rencontrent souvent des **problèmes de connexion** avec Talkdesk, ce qui entraîne des retards frustrants et nécessite des redémarrages fréquents de l'application.

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

**["révision de la réputation"](https://www.g2.com/fr/survey_responses/talkdesk-review-11332704)**

**Rating:** 5.0/5.0 stars

_— M S._

[Read full review](https://www.g2.com/fr/survey_responses/talkdesk-review-11332704)

**["Copilot rend le contexte client plus clair et améliore les performances"](https://www.g2.com/fr/survey_responses/talkdesk-review-13188022)**

**Rating:** 4.0/5.0 stars

_— Jacqueline T._

[Read full review](https://www.g2.com/fr/survey_responses/talkdesk-review-13188022)

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

- [Comment Talkdesk transforme-t-il les opérations de service client avec ses solutions de centre d'appels innovantes ?](https://www.g2.com/fr/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) - 3 comments
- [À quoi sert Talkdesk ?](https://www.g2.com/fr/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:** 64

#### How Do G2 Users Rate RingCX?

- **Has the product been a good partner in doing business?:** 8.3/10 (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:** Insurance, Computer Software
- **Company Size:** 43% Small, 40% 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?

**["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)

**["Revolutionized Our Customer Support with Smooth Integration"](https://www.g2.com/survey_responses/ringcx-review-12983805)**

**Rating:** 5.0/5.0 stars

_— Suhasu U._

[Read full review](https://www.g2.com/survey_responses/ringcx-review-12983805)

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

CloudTalk is the leading AI-powered business calling software for growing SMBs. CloudTalk helps more than 4,000 modern SMBs talk to more customers, close more deals, and resolve issues faster, without enterprise pricing or complexity. Over 30,000 sales and support professionals at SMBs across 160+ countries rely on CloudTalk to: Talk to 10x more people - Our AI Sales Dialer combines preview, power and parallel (up to 10 lines) dialing that filters out voicemails and dead lines automatically. Automate the calls humans shouldn't have to make - Build AI Voice Agents and AI Receptionist in minutes for appointment scheduling, lead qualification, after-hours coverage, payment reminders and more. Turn every conversation into structured data - Use AI Conversation Intelligence to get automatic call summaries, AI notes, sentiment analysis, topic extraction, call scoring, multi-lingual transcription, and talk/listen ratios. Run their full business phone system in one cloud platform - With Call Flow Designer, IVR, call queuing, call recording, real-time monitoring, analytics, international SMS, WhatsApp messaging, and workflow automation. Handle global calling without the infrastructure headache - Local numbers in 160+ countries, 99.999% uptime, multi-carrier redundancy, and crystal-clear call quality. Plug into the tools they already use - 100+ native integrations including HubSpot (Certified), Salesforce, Pipedrive, Zoho CRM, MS Dynamics, Intercom, Zendesk, Salesloft, Outreach, Bullhorn, monday, Shopify, and more. Most CloudTalk customers are live in a few days. No hardware, no PBX, no months of consulting. Just sign up, port numbers (or buy new ones), connect your CRM, and start calling — with AI doing the busywork from day one. CloudTalk is GDPR, SOC 2, ISO 27001, HIPAA, and CCPA compliant. Customers like Bit2Me reduced missed calls from 80% to 16%, cut wait times by 85%, and scaled from 2 to 20+ agents — without adding complexity. https://hubs.li/Q04n2f7L0 Learn how we can boost your calling on a 1:1 personalized demo: https://hubs.li/Q04n2f4C0

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,811

#### How Do G2 Users Rate CloudTalk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.8/10)
- **Automation:** 8.8/10 (Category avg: 8.1/10)
- **Performance Analysis:** 8.9/10 (Category avg: 8.3/10)
- **Intraday Management:** 8.7/10 (Category avg: 8.2/10)

#### Who Is the Company Behind CloudTalk?

- **Seller:** [CloudTalk](https://www.g2.com/sellers/cloudtalk)
- **Company Website:** www.cloudtalk.io
- **Year Founded:** 2016
- **HQ Location:** New York
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Account Executive
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 64% Small, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of CloudTalk, benefiting from seamless calls and integrations.
- Users value the **exceptional reliability** of CloudTalk, noting its stable performance and intuitive interface across devices.
- Users praise the **intuitive interface** of CloudTalk, simplifying communication and enhancing overall user experience.
- Users find CloudTalk **extremely helpful** for real-time tracking, simplifying their KPI management and enhancing call efficiency.
- Users appreciate the **quick and easy call features** of CloudTalk, enhancing communication efficiency and convenience.

##### Cons

- Users report **call issues** with access and connectivity, leading to disruptions in their experience with CloudTalk.
- Users experience occasional **connection issues** with CloudTalk, leading to operational problems and unexpected interruptions.
- Users express frustration over **missing essential features** like SMS search and Dutch language support in CloudTalk.
- Users find that **call synchronization issues** with Pipedrive can lead to frustration during call management with CloudTalk.
- Users experience **poor connectivity** , struggling with international calls and the app's inconsistent online registration.

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

**["CloudTalk’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing"](https://www.g2.com/survey_responses/cloudtalk-review-12856744)**

**Rating:** 4.5/5.0 stars

_— Hunter K._

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

**["CloudTalk has simplified our customer communication and improved our team's efficiency."](https://www.g2.com/survey_responses/cloudtalk-review-12852659)**

**Rating:** 5.0/5.0 stars

_— Marwan E._

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

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

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

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

NiCE (NASDAQ : NICE) transforme le monde avec une IA qui met les gens au premier plan. Nos plateformes alimentées par l'IA, spécialement conçues, automatisent les interactions en actions proactives, sûres et intelligentes, permettant aux individus et aux organisations d'innover et d'agir, de l'interaction à la résolution. Fiables par des organisations dans plus de 150 pays à travers le monde, les plateformes de NiCE sont largement adoptées dans divers secteurs, connectant les personnes, les systèmes et les flux de travail pour travailler plus intelligemment à grande échelle, améliorant la performance de l'organisation et offrant des résultats mesurables prouvés. www.nice.com

**Average Rating:** 4.3/5.0

**Total Reviews:** 1,604

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

- **the product a-t-il été un bon partenaire commercial?:** 8.2/10 (Category avg: 8.8/10)
- **Automatisation:** 8.9/10 (Category avg: 8.1/10)
- **Analyse du rendement:** 9.2/10 (Category avg: 8.3/10)
- **Gestion intrajournalière:** 9.0/10 (Category avg: 8.2/10)

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

- **Vendeur:** [NiCE](https://www.g2.com/fr/sellers/nice)
- **Année de fondation:** 1986
- **Emplacement du siège social:** Hoboken, New Jersey
- **Twitter:** @NICELtd  
14,655 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/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 employés sur LinkedIn®
- **Propriété:** NASDAQ: NICE

#### Who Uses This Product?

- **Who Uses This:** Représentant du service client, Agent de service client
- **Top Industries:** Services aux consommateurs, Technologie de l'information et services
- **Company Size:** 52% Medium, 34% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs trouvent que NICE CXone est une **plateforme facile à utiliser** qui simplifie efficacement divers besoins organisationnels.
- Les utilisateurs apprécient la **qualité d'appel excellente et le design intuitif** de NICE CXone, améliorant la communication professionnelle et la facilité d'utilisation.
- Les utilisateurs apprécient l' **efficacité** de NICE CXone, appréciant ses mises à jour rapides et ses fonctionnalités d'automatisation conviviales.
- Les utilisateurs trouvent que NICE CXone est exceptionnellement **utile** pour résoudre efficacement les problèmes des clients avec des réponses automatisées précieuses.
- Les utilisateurs louent l' **interface intuitive** de NICE CXone, appréciant sa facilité de navigation et son expérience d'appel en nuage sans faille.

##### Cons

- Les utilisateurs rencontrent souvent des **problèmes d'appel** , y compris des appels interrompus et un affichage incorrect, ce qui affecte la fiabilité et l'expérience globales.
- Les utilisateurs rencontrent divers **problèmes techniques** avec NICE CXone, y compris des retards, des pannes et une documentation peu claire, ce qui affecte l'utilisabilité.
- Les utilisateurs ont du mal avec la **courbe d'apprentissage abrupte** de NICE CXone, soulignant le besoin d'améliorer les ressources de formation.
- Les utilisateurs trouvent les **fonctionnalités manquantes** dans NICE CXone frustrantes, en particulier en ce qui concerne les limitations de personnalisation des rapports et des tableaux de bord.
- Les utilisateurs expriment leur frustration face à un **mauvais service client** , trouvant difficile d'obtenir une assistance en temps voulu lorsque cela est nécessaire.

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

**["Cxone simplifie les appels et la planification en un seul endroit"](https://www.g2.com/fr/survey_responses/nice-cxone-review-12717141)**

**Rating:** 4.5/5.0 stars

_— Nilesh S._

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

**["Plateforme d'expérience client fiable et efficace"](https://www.g2.com/fr/survey_responses/nice-cxone-review-11739091)**

**Rating:** 4.5/5.0 stars

_— Alex L._

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

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

- [Comment NICE CXone améliore-t-il le service client, et sur quelles fonctionnalités un nouvel utilisateur devrait-il se concentrer pour un impact maximal ?](https://www.g2.com/fr/discussions/how-does-nice-cxone-enhance-customer-service-and-what-features-should-a-new-user-focus-on-for-maximum-impact)
- [À quoi sert NICE CXone ?](https://www.g2.com/fr/discussions/what-is-nice-cxone-used-for) - 1 comment
- [What does NICE inContact do?](https://www.g2.com/fr/discussions/what-does-nice-incontact-do)
- [When did nice acquire inContact?](https://www.g2.com/fr/discussions/when-did-nice-acquire-incontact)
- [What is inContact?](https://www.g2.com/fr/discussions/what-is-incontact)

### [ServiceNow Customer Service Management](https://www.g2.com/fr/products/servicenow-customer-service-management/reviews)

La gestion du service client (CSM) de ServiceNow transforme les expériences de service client avec des flux de travail alimentés par l'IA et des agents IA qui vous aident à accélérer l'auto-service client, à augmenter la productivité des agents et à accélérer le temps de résolution. Avec CSM, votre organisation peut : - Détourner les appels et augmenter la satisfaction en permettant aux clients de trouver eux-mêmes des réponses et des actions via un chat conversationnel alimenté par l'IA. - Augmenter la capacité à traiter plus de cas, étendre les heures d'ouverture et gérer les tâches routinières avec des agents IA. - Économiser du temps aux agents avec des historiques de cas générés par l'IA, des résumés de cas et des résolutions suggérées. - S'intégrer aux meilleures solutions CCaaS pour unifier le routage, centraliser la gestion des appels et du travail, et augmenter l'efficacité des agents sur un espace de travail alimenté par l'IA. - Résoudre les problèmes rapidement et de manière cohérente en automatisant les tâches, en découvrant les goulots d'étranglement et en améliorant les processus. - Démarrer rapidement et maintenir un faible TCO avec une innovation continue sur une plateforme IA extensible. Exploitez la puissance de l'IA, des données et des flux de travail pour ravir les clients et répondre rapidement à leurs attentes, stimuler une productivité des agents sans précédent et favoriser un tout nouveau niveau de fidélité client.

**Average Rating:** 4.4/5.0

**Total Reviews:** 472

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

- **the product a-t-il été un bon partenaire commercial?:** 8.5/10 (Category avg: 8.8/10)
- **Automatisation:** 8.4/10 (Category avg: 8.1/10)
- **Analyse du rendement:** 8.5/10 (Category avg: 8.3/10)
- **Gestion intrajournalière:** 7.9/10 (Category avg: 8.2/10)

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

- **Vendeur:** [ServiceNow](https://www.g2.com/fr/sellers/servicenow)
- **Site Web de l'entreprise:** www.servicenow.com
- **Année de fondation:** 2004
- **Emplacement du siège social:** Santa Clara, CA
- **Twitter:** @servicenow  
55,548 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/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 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Consultant Associé, Ingénieur Logiciel Senior
- **Top Industries:** Technologie de l'information et services, Télécommunications
- **Company Size:** 46% Large, 28% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient la **facilité d'utilisation** de ServiceNow CSM, bénéficiant d'une automatisation simplifiée et de flux de travail centralisés.
- Les utilisateurs apprécient l' **intégration transparente et l'automatisation** de ServiceNow CSM, améliorant le cycle de vie du client et la résolution des problèmes.
- Les utilisateurs louent l' **efficacité** de ServiceNow CSM, rationalisant les processus et accélérant considérablement la résolution des problèmes.
- Les utilisateurs apprécient le **flux de travail fluide** des fonctionnalités de gestion des cas de ServiceNow, améliorant l'efficacité et l'efficacité des agents.
- Les utilisateurs apprécient les **capacités d'automatisation** de ServiceNow CSM, qui améliorent considérablement la résolution des problèmes et la productivité de l'équipe.

##### Cons

- Les utilisateurs trouvent que la **, nécessitant une compréhension significative pour une mise en œuvre et une intégration efficaces.**
- Les utilisateurs trouvent la **courbe d'apprentissage abrupte** de la gestion du service client de ServiceNow difficile, nécessitant une aide qualifiée et une formation approfondie.
- Les utilisateurs estiment que la **personnalisation limitée** restreint l'adaptabilité pour le suivi des projets et la clarté du formatage des e-mails de tickets.
- Les utilisateurs trouvent la **complexité** de la gestion du service client de ServiceNow difficile, nécessitant un temps considérable pour l'installation et la compréhension.
- Les utilisateurs notent un besoin d' **améliorations de l'interface** pour améliorer l'image de marque en libre-service et la flexibilité du modèle de données dans ServiceNow.

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

**["Facilitez la gestion des problèmes avec un système de tickets détaillé"](https://www.g2.com/fr/survey_responses/servicenow-customer-service-management-review-13023317)**

**Rating:** 5.0/5.0 stars

_— David C._

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

**["ServiceNow CSM : Plateforme omnicanale unifiée et alimentée par l'IA avec gestion de cas intuitive"](https://www.g2.com/fr/survey_responses/servicenow-customer-service-management-review-13047596)**

**Rating:** 4.0/5.0 stars

_— Shubhangi G._

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

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

- [À quoi sert la gestion du service client de ServiceNow ?](https://www.g2.com/fr/discussions/what-is-servicenow-customer-service-management-used-for) - 1 comment
- [What does ServiceNow Customer Service Management do?](https://www.g2.com/fr/discussions/what-does-servicenow-customer-service-management-do)
- [Qu'est-ce que la gestion des services ServiceNow ?](https://www.g2.com/fr/discussions/what-is-servicenow-service-management) - 1 comment
- [ServiceNow est-il un outil CRM ?](https://www.g2.com/fr/discussions/is-service-now-a-crm-tool) - 2 comments
- [Qu'est-ce que la gestion du service client de ServiceNow ?](https://www.g2.com/fr/discussions/what-is-servicenow-customer-service-management) - 1 comment

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

8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments

**Average Rating:** 4.1/5.0

**Total Reviews:** 244

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

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.8/10)
- **Automation:** 7.5/10 (Category avg: 8.1/10)
- **Performance Analysis:** 7.9/10 (Category avg: 8.3/10)
- **Intraday Management:** 7.2/10 (Category avg: 8.2/10)

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

- **Seller:** [8x8](https://www.g2.com/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0)
- **Company Website:** www.8x8.com
- **Year Founded:** 1987
- **HQ Location:** San Jose, CA
- **Twitter:** @8x8  
11,056 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Operations Manager
- **Top Industries:** Financial Services, Information Technology and Services
- **Company Size:** 54% Medium, 36% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use and implementation** of 8x8 Contact Center, enhancing operational efficiency and communication.
- Users commend the **helpful customer support** of 8x8 Contact Center, ensuring quick assistance and satisfaction.
- Users value the **responsive customer support** of 8x8 Contact Center, appreciating their quick and helpful assistance.
- Users value the **omnichannel support** and analytics of 8x8 Contact Center, enhancing customer interaction and service efficiency.
- Users value the **efficiency** of 8x8 Contact Center, enhancing customer service and operational scalability seamlessly.

##### Cons

- Users find the **missing features** of 8x8 Contact Center limiting, hindering effective administration and user experience.
- Users express frustration with **poor customer support** , highlighting unhelpful chatbots and lack of effective administration.
- Users find the **call management process cumbersome** , struggling with multiple platforms and complex settings.
- Users find the **complexity** of the 8x8 Contact Center settings frustrating, impacting usability and admin efficiency.
- Users express frustration over **integration issues** with Zoho ERP and other call center services, complicating their experience.

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

**["Feature-Rich, Easy-to-Use Contact Center with Streamlined Onboarding and CRM Integration"](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758)**

**Rating:** 5.0/5.0 stars

_— William N._

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

**["Efficient Service with Personable Support, AI Needs Improvement"](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729)**

**Rating:** 4.0/5.0 stars

_— Sam C._

[Read full review](https://www.g2.com/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/discussions/what-is-8x8-contact-center-used-for)

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

Aspect delivers an intelligent workforce platform that helps enterprises prevent disruption, protect service levels, and reduce manual effort by embedding intelligence directly into daily operations. Our brand promise is real-time, policy-aware guidance and automation that keeps decisions transparent, explainable, and under human control—so teams can prevent disruption instead of reacting to it. Aspect’s Workforce Engagement Management (WEM) portfolio includes cloud, hybrid, and on-premises deployments, with capabilities across forecasting, scheduling, adherence and intraday management, quality monitoring and coaching workflows, performance management dashboards and KPIs, and employee engagement and gamification. It is built on Aspect WorkforceOS, with APIs and integration tools via the Developer Portal, and supports connectivity across major CCaaS, CRM, and collaboration ecosystems. For operations leaders, planners, supervisors, and agents, Aspect Workforce helps solve the day-to-day challenges of fluctuating demand, complex labor rules, and siloed tools that force teams into constant firefighting. By connecting real-time signals to approved actions, Aspect improves efficiency and accuracy, helps reduce avoidable labor waste, and strengthens service performance—so organizations can cut costs while improving workforce experiences and customer outcomes.

**Average Rating:** 4.2/5.0

**Total Reviews:** 304

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

- **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.8/10)
- **Automation:** 8.1/10 (Category avg: 8.1/10)
- **Performance Analysis:** 8.0/10 (Category avg: 8.3/10)
- **Intraday Management:** 8.6/10 (Category avg: 8.2/10)

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

- **Seller:** [Aspect Software](https://www.g2.com/sellers/aspect-software)
- **Company Website:** www.aspect.com
- **Year Founded:** 1973
- **HQ Location:** Atlanta, GA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Service Representative
- **Top Industries:** Financial Services, Telecommunications
- **Company Size:** 63% Large, 29% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **efficiency of forecasting and scheduling** with Aspect Workforce, enhancing operational management significantly.
- Users value the **robust scheduling and forecasting capabilities** of Aspect Workforce, enhancing staff management and planning efficiency.
- Users find Aspect Workforce's **ease of use** invaluable, simplifying scheduling and enhancing overall operational efficiency.
- Users appreciate the **powerful forecasting and scheduling tools** of Aspect Workforce, enabling efficient planning and management.
- Users value the **strong scheduling and management features** of Aspect Workforce, enhancing efficiency and operational excellence.

##### Cons

- Users find the **learning curve steep** , leading to challenges in adoption and effective use for smaller teams.
- Users find the **limited customization** in Aspect Workforce restricts flexibility and integration with other applications.
- Users find the **complexity** of Aspect Workforce overwhelming, requiring significant time and training for effective use.
- Users find **customization difficult** , limiting their ability to tailor the Aspect Workforce experience to their needs.
- Users find Aspect Workforce **not user-friendly** , citing a need for a more streamlined and intuitive navigation experience.

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

**["Extremely Stable, Automation-Rich Platform Delivers Impressive Operational Value"](https://www.g2.com/survey_responses/aspect-workforce-review-13118526)**

**Rating:** 4.5/5.0 stars

_— Tony G._

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

**["Clear UI and Helpful Insights for WFM Work"](https://www.g2.com/survey_responses/aspect-workforce-review-12690424)**

**Rating:** 5.0/5.0 stars

_— Shubham G._

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

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

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

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

Assembled is an all-in-one support platform designed to enhance customer service operations by integrating AI agents with intelligent workforce management. This solution aims to help companies deliver exceptional support experiences while efficiently managing their resources. By leveraging advanced technology, Assembled enables organizations to streamline their support processes, ensuring that both AI and human agents work in harmony to meet customer needs. The platform primarily targets customer support teams across various industries that seek to improve their operational efficiency and service quality. Assembled is particularly beneficial for businesses that handle high volumes of customer interactions and require precise forecasting and staffing solutions. With its capabilities, teams can automate a significant portion of customer interactions, allowing human agents to focus on more complex inquiries, thereby enhancing overall productivity and customer satisfaction. Key features of Assembled include fast and intuitive scheduling, which allows teams to create customized work schedules that adapt to fluctuating demand. This flexibility is crucial for organizations that experience varying levels of customer inquiries throughout the day or week. Additionally, the platform offers human-in-the-loop AI-powered automation, which ensures that AI agents can seamlessly collaborate with human staff, providing a balanced approach to customer support. This unique feature helps to maintain a personal touch in customer interactions while benefiting from the efficiency of automation. Another standout aspect of Assembled is its powerful forecasting capabilities, which boast over 90% accuracy. This feature enables teams to predict customer demand accurately, allowing for optimal staffing decisions that align with anticipated workload. Furthermore, the platform provides meaningful cross-team visibility, ensuring that all stakeholders have access to relevant information and insights, fostering collaboration and informed decision-making. Assembled also excels in reporting, offering centralized and robust analytics that deliver actionable insights. This comprehensive reporting functionality empowers teams to track performance metrics, identify trends, and make data-driven adjustments to their support strategies. By utilizing Assembled, organizations can scale their support operations intelligently, balancing the strengths of AI with the irreplaceable value of human interaction, ultimately leading to enhanced customer experiences and operational success.

**Average Rating:** 4.6/5.0

**Total Reviews:** 184

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

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 8.8/10)
- **Automation:** 7.9/10 (Category avg: 8.1/10)
- **Performance Analysis:** 8.1/10 (Category avg: 8.3/10)
- **Intraday Management:** 8.9/10 (Category avg: 8.2/10)

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

- **Seller:** [Assembled](https://www.g2.com/sellers/assembled)
- **Company Website:** www.assembled.com
- **Year Founded:** 2018
- **HQ Location:** San Francisco, California
- **Twitter:** @assembledhq  
372 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Financial Services, Information Technology and Services
- **Company Size:** 63% Medium, 21% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Assembled WFM to be **very approachable** , allowing quick understanding and effective management for all backgrounds.
- Users appreciate the **seamless scheduling capabilities** of Assembled WFM, allowing easy adjustments and real-time updates.
- Users appreciate the **ease of scheduling** with Assembled WFM, enjoying seamless adjustments and real-time data tracking.
- Users love the **intuitive design** of Assembled WFM, making it easy for anyone to understand and use.
- Users highlight the **efficiency** of Assembled WFM, streamlining scheduling and enhancing forecasting capabilities for optimal operations.

##### Cons

- Users find **schedule changes complicated** , impacting their ability to manage tasks effectively and access their scores.
- Users find the **missing features** in Assembled WFM, like custom reporting and shift swap, frustrating and limiting.
- Users find Assembled WFM has **limited features** , hindering efficiency, especially in reporting and workforce management functionalities.
- Users frequently struggle with **poor reporting** , including limited customization and delays in data refreshing, affecting efficiency.
- Users often experience **slow loading** times, hindering task completion and complicating schedule management.

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

**["Improves Staffing Visibility and Operational Efficiency"](https://www.g2.com/survey_responses/assembled-wfm-review-12977659)**

**Rating:** 4.0/5.0 stars

_— Airene D._

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

**["Streamlined Workforce Management with Ease"](https://www.g2.com/survey_responses/assembled-wfm-review-12980620)**

**Rating:** 5.0/5.0 stars

_— Verified User in Leisure, Travel & Tourism_

[Read full review](https://www.g2.com/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/discussions/what-is-your-primary-use-case-for-assembled-in-workforce-management-and-how-has-it-impacted-your-team-s-efficiency)
- [What is Assembled used for?](https://www.g2.com/discussions/what-is-assembled-used-for)

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

Squaretalk is a contact center solution platform designed to help users streamline communication with prospects and customers while enhancing sales opportunities and operational growth. This platform integrates various communication channels, including voice calls, WhatsApp Business messaging, and email, allowing teams to engage effectively with their audience. The solution is tailored for businesses of all sizes, offering features that simplify outreach and improve conversion rates without introducing unnecessary complexity or costs. Targeted at sales teams, customer support departments, and businesses looking to expand their communication capabilities, Squaretalk provides a comprehensive suite of tools that caters to diverse use cases. For instance, sales teams can utilize the platform's omnichannel capabilities to reach out to potential clients through their preferred communication methods, while customer support teams can manage inquiries efficiently across multiple channels. The flexibility of Squaretalk makes it an ideal choice for organizations aiming to enhance their customer engagement strategies and improve overall service delivery. Key features of Squaretalk include advanced call-handling capabilities, automated transcripts, and sentiment analysis, which collectively enhance the user experience. The platform's contact management system allows for organized tracking of interactions, ensuring that no lead is overlooked. Customizable workflows enable teams to tailor their processes according to specific business needs, while advanced reporting tools provide insights into performance metrics, helping organizations make data-driven decisions. The internal chat allows for quick sync, better mentoring, smoother escalations, and the unification of internal and external communication in one platform. Additionally, the platform prioritizes security with enterprise-grade measures, ensuring that sensitive customer information is protected. One of the standout aspects of Squaretalk is its ability to provide local numbers in over 150 destinations, which helps businesses establish a local presence and build trust with their customers. This feature is particularly beneficial for companies looking to expand their operations globally, as it allows them to connect with international clients in a familiar manner. By leveraging Squaretalk’s capabilities, businesses can not only shorten their sales cycles but also elevate their outreach efforts, ultimately leading to increased customer satisfaction and loyalty.

**Average Rating:** 4.8/5.0

**Total Reviews:** 135

#### How Do G2 Users Rate Squaretalk?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.8/10)
- **Automation:** 10.0/10 (Category avg: 8.1/10)
- **Performance Analysis:** 8.8/10 (Category avg: 8.3/10)
- **Intraday Management:** 8.8/10 (Category avg: 8.2/10)

#### Who Is the Company Behind Squaretalk?

- **Seller:** [Squaretalk](https://www.g2.com/sellers/squaretalk)
- **Company Website:** squaretalk.com
- **Year Founded:** 2014
- **HQ Location:** Jerusalem
- **Twitter:** @SquareTalk  
31 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Manager
- **Top Industries:** Information Technology and Services, Marketing and Advertising
- **Company Size:** 53% Medium, 51% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Squaretalk, enhancing workflow and simplifying management tasks seamlessly.
- Users value the **automation capabilities** of Squaretalk, enhancing efficiency in call support and marketing strategies.
- Users value the **efficiency** of Squaretalk, benefiting from real-time monitoring and tools that enhance operational effectiveness.
- Users find Squaretalk to be a **highly reliable solution** for automating call support and SMS marketing efficiently.
- Users appreciate the **ease of use and feature-rich platform** of Squaretalk, enhancing productivity and integration effortlessly.

##### Cons

- Users find the **difficult setup** of Squaretalk challenging, particularly with complex workflows and overwhelming features.
- Users highlight the **limited features** of Squaretalk, wishing for improvements in integrations and advanced functionalities.
- Users find that **complex features** of Squaretalk can be overwhelming and not very intuitive for new users.
- Users find the **complexity of advanced settings** in Squaretalk challenging, particularly for new users and in high-traffic times.
- Users face **connection issues** during peak hours, which can disrupt their experience despite reliable support.

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

**["AI Transcripts & Smart Routing Transformed Our Visa & Travel Inquiry Process"](https://www.g2.com/survey_responses/squaretalk-review-13133843)**

**Rating:** 5.0/5.0 stars

_— Kithmi S._

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

**["Perfect Platform for Managing Our Distributed Virtual Assistant Teams"](https://www.g2.com/survey_responses/squaretalk-review-13142693)**

**Rating:** 5.0/5.0 stars

_— Carlos S._

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

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

- [What is Squaretalk used for?](https://www.g2.com/discussions/what-is-squaretalk-used-for)

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[Third Party & Supplier Risk Management Software](https://www.g2.com/categories/third-party-supplier-risk-management)

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[Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software)

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[Customer Data Platforms (CDP)](https://www.g2.com/categories/customer-data-platform-cdp)

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)

 ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin")
JL

Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)

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

| 

 | 

Salesforce-native omnichannel case routing and agent 360-view

 | 

User Review

"The Evolution of Service: Bridging the Gap Between Data and Action."

 |
| 

 | 

Unified WFM, QA, and contact-center analytics

 | 

User Review

"Calabrio ONE Makes Schedule Management Effortless with Reliable Real-Time Updates"

 |
| 

 | 

Omnichannel contact routing with unified workforce engagement

 | 

User Review

"Centralized Omnichannel Power with Insightful Real-Time Reporting"

 |
| 

 | 

Omnichannel contact center ops with AI-assisted routing

 | 

User Review

"Fast, Intuitive Web-Based Platform with Reliable Support"

 |
| 

 | 

Contact center forecasting, scheduling, and adherence automation

 | 

User Review

"Robust WFM Solution with Room for Improvement"

 |
| 

 | 

Omnichannel routing with remote-workforce flexibility

 | 

User Review

"Easy-to-use Omnivhannel Platform with reliable Call Quality."

 |
| 

 | 

Omnichannel contact center with AI-powered agent coaching

 | 

User Review

"Copilot Makes Customer Context Clearer and Boosts Performance"

 |
| 

 | 

Omnichannel queue handling with agent-visibility reporting

 | 

User Review

"RingCX Changed How I Prepare Before Answering Calls"

 |
| 

 | 

CRM-integrated call routing and agent monitoring

 | 

User Review

"CloudTalk’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing"

 |
| 

 | 

Omnichannel contact routing with unified workforce scheduling

 | 

User Review

"Cxone Simplifies Calling and Scheduling in One Place"

 |

* * *

Show More

* * *

## How Do You Choose the Right Contact Center Workforce Software?

### What You Should Know About Contact Center Workforce Software

### Contact center workforce software buying insights at a glance

[Contact center workforce software](https://www.g2.com/categories/contact-center-workforce) helps customer service organizations manage agent scheduling, performance tracking, and real-time workforce optimization across voice and multichannel environments. These platforms use historical and real-time data to automate forecasting, balance workloads, and support remote or distributed teams.

Businesses typically use contact center workforce software to schedule shifts, monitor agent adherence, automate manual tasks, and maintain SLA compliance. Common use cases include shift planning, intraday management, agent self-service, and performance analytics. Solutions range from lightweight tools for small teams to enterprise-grade platforms with AI-powered forecasting and omnichannel support.

Most contact center workforce tools are priced per user annually, averaging around $1,931 per user/year (approximately $161/month). Some vendors offer free or entry-level tiers, while high-end platforms can cost up to $6,000 per user/year, depending on features and support levels.

If you're evaluating contact center workforce software, consider your contact volume, team structure, forecasting needs, integration requirements, and user experience expectations. Key questions to ask vendors include:

- How transparent and scalable is the pricing structure?
- What training and onboarding resources are provided?
- What integrations are supported, and how user-friendly are they?
- How responsive is the vendor to customer support issues?
- Does the software use AI to automate forecasting or scheduling?

G2’s top-rated contact center workforce solutions currently include Salesforce Service Cloud, Talkdesk, Calabrio ONE, Genesys Cloud CX, and NICE CXone Mpower.

### What is contact center workforce software?

G2 defines [contact center workforce software](https://www.g2.com/categories/contact-center-workforce) as a type of workforce management solution tailored for customer service operations across voice and multichannel environments. These platforms are purpose-built to help companies forecast demand, schedule agents, and monitor performance metrics—streamlining how service teams handle fluctuating workloads across phone, email, chat, and messaging platforms.

This software plays a crucial role in aligning staffing resources with customer demand by using historical trends and real-time data to automate scheduling and shift planning. It allows managers to optimize labor costs, ensure service-level compliance, and support a distributed workforce with diverse skill sets. For agents, it improves daily workflows by offering greater schedule visibility, performance feedback, and workload balance—ultimately increasing engagement and productivity.

For organizations managing high volumes of customer interactions, contact center workforce software provides essential capabilities to reduce inefficiencies, eliminate manual processes, and elevate the quality of service delivered. It also helps teams adapt quickly to staffing changes and maintain continuity across multiple communication channels.

The global contact center workforce software market was valued at approximately $2.5 billion in 2023 and is projected to reach $5.8 billion by 2032, growing at a CAGR of 9.8% during the forecast period. [_(Source 1)_](https://dataintelo.com/report/global-contact-center-workforce-software-market)

G2 currently lists 93 contact center workforce software products, with more than 717 verified reviews shared by real customers. This category continues to evolve as organizations seek agile, cloud-first solutions to manage dynamic customer service operations. [(_Source 2_)](https://documentation.g2.com/docs/research-scoring-methodologies)

### What are the top reviewed contact center workforce systems on G2?

G2 scores the top-rated contact center workforce systems based on a [proprietary algorithm](https://documentation.g2.com/docs/research-scoring-methodologies) that factors in real-user satisfaction ratings and popularity from review data. Here are the five highest-rated contact center workforce products G2 for this category:

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

- Number of Reviews: 378
- Satisfaction: 100
- Market Presence: 97
- G2 Score: 98

#### 2. [Talkdesk](https://www.g2.com/products/talkdesk/reviews)

- Number of Reviews: 449
- Satisfaction: 87
- Market Presence: 80
- G2 Score: 83

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

- Number of Reviews: 238
- Satisfaction: 89
- Market Presence: 74
- G2 Score: 81

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

- Number of Reviews: 352
- Satisfaction: 65
- Market Presence: 94
- G2 Score: 79

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

- Number of Reviews: 756
- Satisfaction: 51
- Market Presence: 83
- G2 Score: 67

These rankings are determined by combining verified user ratings and publicly available web search popularity data:

- The **Satisfaction Score** measures user satisfaction with software products based on user feedback, review quality, quantity, and recency. It helps buyers easily understand how well a product meets user expectations. [(_Source 2_)](https://documentation.g2.com/docs/research-scoring-methodologies)
- The **Market Presence Score** measures a product's prominence in its market. It combines data from G2 user reviews and external sources, focusing primarily on product-specific factors to reflect real-world popularity and vendor influence. [(_Source 2_)](https://documentation.g2.com/docs/research-scoring-methodologies)
- G2 ranks products using a unique scoring system called the **G2 Score** , calculated from real user reviews, online data, and social signals. This score makes it easy to compare and evaluate different software products within each G2 category. [(_Source 2_)](https://documentation.g2.com/docs/research-scoring-methodologies)

### Contact center workforce software pricing and cost considerations

Pricing for contact center workforce software can differ widely depending on the provider, deployment model, team size, and the level of functionality required. Solutions are typically offered across several pricing tiers to accommodate the needs of different types of organizations.

Common pricing tiers include:

- Free tier: Designed for smaller teams or companies in the early stages of contact center operations, these plans often provide essential scheduling and reporting features with limited customization. Some solutions in this category offer [free versions](https://www.g2.com/categories/contact-center-workforce/free) that can serve as a low-risk entry point for teams exploring workforce management tools.
- Entry-level and mid-market tiers: These plans offer broader functionality—such as omnichannel support, basic forecasting, and agent analytics—and are usually priced per user per month or year. They’re ideal for scaling customer support teams that require more operational oversight and automation.
- Enterprise-level tiers: Built for high-volume, complex contact centers, enterprise solutions include advanced forecasting, AI-powered workforce optimization, real-time performance tracking, and strategic account support. These offerings are highly customizable and often include integrations with other enterprise systems.

Most contact center workforce software solutions are priced per user per year, though some vendors may offer monthly billing options. According to G2 data covering 4 contact center WFM solutions (13 software editions), the average annual license cost is approximately $1,931, which translates to around $161 per user per month when billed annually. Some products include free versions with limited capabilities, while enterprise-grade solutions can cost up to $6,000 per user per year, depending on the depth of features and support.

Organizations should carefully assess the total cost of ownership (TCO), including additional expenses such as implementation, user training, integrations, ongoing technical support, and potential upgrades. For businesses considering on-premise deployment, hardware, internal IT staffing, and maintenance costs should also be factored into budgeting.

### Types of contact center workforce software on G2

Contact center workforce software solutions fall into several key types, each designed to support different facets of workforce planning, optimization, and flexibility. Below are the most common types found on G2:

- **Intraday Management Tools:** These solutions help supervisors make real-time adjustments to schedules and staffing based on live conditions, ensuring responsiveness to fluctuating demand. Tools with[](https://www.g2.com/categories/contact-center-workforce/f/intraday-management)[intraday management](https://www.g2.com/categories/contact-center-workforce/f/intraday-management) capabilities are especially useful in fast-paced, high-volume environments.
- **Mobile-Accessible Platforms:** Designed for distributed or hybrid teams, these tools provide agents and managers with on-the-go access to schedules, shift notifications, and performance dashboards. Products with[](https://www.g2.com/categories/contact-center-workforce/f/mobile-access)[mobile access](https://www.g2.com/categories/contact-center-workforce/f/mobile-access) enable seamless workforce coordination across locations and time zones.
- **AI-Powered Workforce Optimization:** These solutions, which leverage [machine learning](https://www.g2.com/categories/machine-learning) and [predictive analytics](https://www.g2.com/categories/predictive-analytics), automate forecasting, scheduling, and performance insights. They often integrate with call center AI software to improve efficiency and reduce manual workload.
- **Omnichannel Workforce Management:** These platforms support staffing and performance tracking across multiple communication channels—voice, chat, email, and social media—helping teams align resources in real-time. This functionality often complements broader [contact center software](https://www.g2.com/categories/contact-center) environments.
- **Industry-Specific Solutions:** Tailored for sectors like healthcare, retail, or financial services, these tools address unique compliance requirements, workflows, and reporting standards within their respective industries.
- **Cloud-Based Workforce Software:** Built for scalability and flexibility, cloud-based platforms offer remote access, automatic updates, and integration with other cloud-native tools. Many align with offerings found under [cloud contact center software](https://www.g2.com/categories/contact-center/f/cloud).

### Best contact center workforce software features rated by G2 reviewers

When evaluating contact center workforce software, buyers should focus on these essential features that drive operational efficiency and team performance:

- Agent Availability & Scheduling: Gain complete visibility into agent availability—including part-time hours, multiple time zones, and global teams—to build efficient shift schedules. Schedules should comply with labor regulations and reflect any unexpected changes in workload or agent availability.
- Forecasting: Use historical data and trends to anticipate future contact volume and determine optimal staffing levels. This helps align scheduling with business demand and prepare for seasonal or campaign-specific spikes in activity.
- Skills Management: Organize staff based on qualifications and competencies to make more strategic staffing decisions and ensure the right agents are assigned to the right tasks.
- Intraday Management: Adjust in real time to unexpected events like absenteeism or volume surges. Intraday management tools help rebalance workloads throughout the day to ensure SLAs are met, and staffing remains efficient.
- Performance Monitoring & Analytics: Track metrics such as calls handled, time per call, and service quality. Performance evaluations are often done monthly or quarterly and can include supervisor reviews and live monitoring to ensure agent and team effectiveness.
- Agent Self-Service: Empower agents to manage their own schedules by setting shift preferences, requesting time off, or trading shifts—freeing up supervisor time and improving engagement.
- Service Level Tracking: Monitor compliance with internal standards and external SLAs (Service Level Agreements) to avoid penalties and ensure customer satisfaction.
- Performance Analytics: Track call volume, quality metrics, and individual agent performance to support coaching and continuous improvement.
- Mobile Access: Mobile access enables agents and managers to interact with scheduling and performance tools from any device, supporting remote or hybrid workforces.
- Automation: Automate routine tasks such as shift creation, time-off approvals, and alert notifications to reduce administrative overhead and human error.
- Cost Tracking: Although not always a native feature, many platforms integrate with time tracking or payroll systems to monitor labor costs—the most significant expense in most contact centers.
- Dashboards: Access centralized, visual interfaces that display key workforce metrics and performance indicators at a glance.

### Top contact center workforce software benefits identified by G2 reviewers

Effective implementation of contact center workforce software delivers several measurable business advantages, as reflected in user reviews:

**Improved customer responsiveness:** By enabling better visibility into agent availability and real-time scheduling, these tools allow teams to respond to customer needs more promptly and efficiently—ultimately enhancing service quality and satisfaction.

_“It has been a game-changer for our customer support. It's highly customizable and has helped us streamline our workflows and improve response times. The customizability of it allowed us to tailor it to our in-house process and at the same time improve our process. Overall, it's an excellent tool for enhancing customer service efficiency and satisfaction.”_ - [Asif Raza, CTO](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10385887).

**Increased operational efficiency:** Automated scheduling, forecasting, and shift management streamline day-to-day operations, reducing manual workload and freeing managers to focus on strategic tasks.

_“This product addresses the challenge of managing customer service interactions across multiple channels by centralizing all data in one platform. As a result, it increases operational efficiency and allows for better, data-driven decision-making, ultimately benefiting businesses with improved customer retention and productivity.”_ - [Umar muqthadar, Salesforce Consultant](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10377914).

**Greater visibility and control over agent performance:** Supervisors benefit from performance dashboards and intraday monitoring, which help track agent adherence, call quality, and SLA compliance with actionable insights.

“_The platform’s real-time analytics help us track agent performance and customer behavior, allowing us to make data-driven decisions to optimize operations._” - [Amrita Tripathi, Manager - Advisory Consulting](https://www.g2.com/products/genesys-cloud-cx/reviews/genesys-cloud-cx-review-10287289).

**Optimized workforce planning:** With historical data and predictive analytics, companies can accurately forecast staffing needs and allocate resources accordingly—minimizing overstaffing or undercoverage across shifts.

_“The tool provides a comprehensive set of tools for managing and optimizing contact center operations. Its strengths in forecasting, scheduling, quality management, and analytics make it a valuable asset for any contact center aiming to improve efficiency and customer satisfaction.“_- [User, Customer Sales Administration](https://www.g2.com/products/calabrio-one/reviews/calabrio-one-review-9697696).

**Enhanced user experience and adoption:** Users consistently cite the ease of use and intuitive design of these platforms, which accelerates adoption and reduces the need for extensive training.

_“This platform is very reliable and user-friendly! I use this application every day for my position. The interface is very clean and intuitive—it's super easy to navigate, and I enjoy that it offers customizable features. The integration and implementation of this tool into our call center was seamless.”_[_—_User, Senior Customer Support Representative](https://www.g2.com/products/talkdesk/reviews/talkdesk-review-10005946).

### Top contact center workforce software challenges identified by G2 reviewers

Implementing contact center workforce software can introduce specific operational and strategic challenges. Based on user reviews from G2, the most frequent issues include pricing uncertainty, user interface limitations, restricted customization, and integration complexity. Here’s a breakdown of the most common pain points, with actionable guidance to help buyers evaluate vendors more effectively:

**1. Cost concerns:** Many reviewers flagged high or unclear pricing structures as a challenge—especially for growing or mid-sized organizations evaluating enterprise-level software tiers. The perception of cost often outweighs perceived value when core features are locked behind premium packages.

- **Essential questions to ask your contact center workforce vendor:** What’s included in your pricing tiers? Are there extra charges for advanced features, additional users, or support packages?
- **How to overcome the challenge:** Request transparent pricing breakdowns and opt for vendors that offer flexible, scalable plans that align with your forecasted team size and usage.

**2. User Interface Limitations:** Users also mentioned challenges related to outdated or unintuitive interfaces. These issues can affect agent adoption and slow down key workflows like schedule adjustments or shift swapping.

- **Essential questions to ask your contact center workforce vendor:** Can you provide a demo of the user experience for agents and managers? What UI/UX improvements are on your product roadmap?
- **How to overcome the challenge:** Look for platforms that offer intuitive dashboards and customizable views. Engage your frontline users in the demo process to ensure usability fits daily needs.

**3. Customization Constraints:** Some users expressed frustration with limited reporting capabilities, rigid forecasting tools, or the inability to tailor dashboards. This can restrict how teams respond to evolving performance and staffing needs.

- **Essential questions to ask your contact center workforce vendor:** How flexible are your reporting and scheduling tools? Can teams customize dashboards, KPIs, or workflows without coding?
- **How to overcome the challenge:** Prioritize vendors that provide no-code configuration options and robust reporting frameworks that adapt to team-specific performance metrics.

**4. Integration Complexity:** Integration issues—whether with CRM systems, payroll tools, or telephony platforms—were a notable concern. Users cited difficulties in syncing data, limited pre-built connectors, or lack of support during setup.

- **Essential questions to ask your contact center workforce vendor:** What third-party tools do you natively integrate with? Do you provide implementation support for integrations?
- **How to overcome the challenge:** Choose software that offers pre-built integrations with key systems and hands-on onboarding assistance. Validate compatibility with your tech stack early in the buying process.

### What are contact center workforce platforms used for?

Contact center workforce software is primarily used to improve how customer support teams manage scheduling, staffing, and performance across high-volume, multichannel environments. User reviews highlight several core use cases:

- **Scheduling and Shift Management:** Many users rely on these tools to create and manage staff schedules, particularly for teams working across different time zones or handling varied workloads. Features like shift swapping, real-time updates, and forecasting help maintain consistent coverage.
- **Performance Monitoring and Optimization:** The software is widely used to track agent performance through metrics like call volume, handle time, and service quality. Managers use these insights for coaching, accountability, and ensuring SLA compliance.
- **Improving Customer Service Operations:** Teams use workforce software to ensure timely responses and consistent service across communication channels. Several reviews emphasize improved responsiveness and better coordination between teams and agents.
- **Remote and Hybrid Workforce Support:** With growing distributed teams, users report valuing features like mobile access and cloud-based dashboards that allow agents and supervisors to stay aligned, even when working remotely.
- **Reducing Manual Effort Through Automation:** Another common use case is the automation of routine tasks—such as shift planning, attendance tracking, or exception handling—to free up administrative time and increase efficiency.

### Who uses contact center workforce solutions?

Contact center workforce software is used by professionals across multiple roles, including agents, administrators, consultants, and executive sponsors. According to G2 reviewer data, typical users include customer sales specialists, assistant managers, risk investigators, and IT administrators. Common industries include consumer services, telecommunications, healthcare, automotive, and information technology.

### **Common contact center workforce software integrations**

Contact center workforce tools are frequently integrated with a range of other platforms to unify operations and improve customer service outcomes. User reviews reflect several consistent integration patterns:

- **CRM and Case Management Systems:**  Integrating workforce software with customer relationship and case management platforms enables teams to align staffing schedules with customer interactions. This helps ensure agents have immediate access to relevant context for each case, improving responsiveness and service continuity. These connections are often part of broader [CRM software](https://www.g2.com/categories/crm) usage.
- **Omnichannel Contact Center Platforms:** Users often mention integrations with full-scale[](https://www.g2.com/categories/contact-center)[contact center software](https://www.g2.com/categories/contact-center), allowing seamless coordination across voice, chat, email, and social platforms. These integrations help align staffing needs with customer engagement patterns across multiple channels.
- **Communication and Collaboration Tools:**  Users often mention the value of integrating with [internal messaging and collaboration platforms](https://www.g2.com/categories/internal-communications). These integrations allow for immediate scheduling updates, shift notifications, and status changes, helping managers and agents stay aligned throughout the day.
- **Business Intelligence and Reporting Tools:** Workforce platforms are also used in tandem with [analytics and dashboard tools](https://www.g2.com/categories/analytics-platforms) to track key performance metrics, such as adherence, occupancy, and service-level compliance. These reports help teams identify gaps and make data-driven staffing decisions.
- **Workflow Automation and API Integrations:** Custom workflows and APIs enable businesses to connect workforce software with internal HR, [payroll](https://www.g2.com/categories/payroll), and [performance systems](https://www.g2.com/categories/performance-management). These integrations reduce manual data entry and ensure accurate [time tracking](https://www.g2.com/categories/time-tracking-software), attendance, and labor cost monitoring. 

### Software and Services Related to Contact Center Workforce Software

1. [**Contact center operations software**](https://www.g2.com/categories/contact-center-operations) **—** Contact center operations software provides businesses with the necessary infrastructure for running a contact center. These products commonly offer features of or integrate with contact center workforce software.
2. [**Speech analytics software**](https://www.g2.com/categories/speech-analytics) **—** Some contact center workforce products provide advanced speech analytics features to record and analyze customer support calls. Speech analytics software offers additional coaching to call center representatives to help them understand customers’ emotional states, which can improve the customer satisfaction.
3. [**Contact center quality assurance software**](https://www.g2.com/categories/contact-center-quality-assurance) **—** Contact center quality assurance software provides features for evaluating customer interactions and delivering personalized feedback to customer service agents. By combining contact center workforce and quality assurance solutions, customer support departments gain a holistic view of their team’s operations and coach individual team members to improve performance and productivity.
4. [**Workforce management software**](https://www.g2.com/categories/workforce-management) **—** Businesses use workforce management software to plan, manage, and track employee work. While contact center workforce software offers specialized solutions for managing customer support agents, workforce management software can be leveraged across all departments in an organization.

### Future of Contact Center Workforce Software

The contact center workforce landscape is rapidly evolving as teams adapt to new technologies, operational models, and employee expectations. The trends below highlight where the market is heading, based on real-world needs and forward-looking research.

1. **Remote Work:** As hybrid and remote work models become standard, contact centers increasingly rely on cloud-based workforce tools to manage remote agents. These platforms offer mobile access, real-time performance monitoring, and secure logins—critical for distributed teams operating outside of centralized offices. [(_Source 3_)](https://blog.contactcenterpipeline.com/2025/01/2025-trends-in-wfm/)
2. **Outsourcing Across Geographies:** With contact centers commonly outsourcing operations across multiple regions, workforce software must support compliance with regional labor laws, multilingual scheduling, and varied operational protocols.
3. **Channel Diversification & Automation:** Customer interactions are shifting away from traditional voice to digital channels like chat, social media, and messaging apps. Simultaneously, automation tools such as voicebots and AI assistants are being used to handle routine tasks. Workforce tools must now support omnichannel planning and account for automation within forecasting models. [(_Source 4_)](https://www.inoria.com/blog/the-top-10-contact-center-trends-to-deploy-in-2025/)
4. **AI-Powered Forecasting and Real-Time Optimization:** AI is increasingly embedded in workforce software to automate forecasting, dynamically adjust schedules, and optimize agent availability. These systems enhance responsiveness while reducing manual planning. [(_Source 5_)](https://liveops.com/contact-center-industry/optimizing-contact-center-industry-trends-in-2025-key-trends-to-embrace-this-new-year/)
5. **Elevated Focus on Agent Experience:** Workforce platforms are incorporating self-service scheduling, real-time feedback, and wellness tracking to reduce burnout and improve retention. Companies are recognizing that employee experience is directly tied to customer satisfaction. [(_Source 6_)](https://www.genesys.com/en-gb/blog/post/4-benefits-of-modern-contact-centre-workforce-management-software)
6. **Cloud-Based Scalability:** Cloud-native platforms continue to gain traction, offering more agility, scalability, and accessibility than traditional on-premise systems. They also support faster deployment and flexible licensing—key for centers managing seasonal or fluctuating demand. ([_Source 7_](https://www.joinkumo.com/2025/02/9-contact-centers-trends-for-2025/))

### Sources

1. [Contact Center Workforce Software Market](https://dataintelo.com/report/global-contact-center-workforce-software-market), Dataintelo
2. G2 reviews data: G2 reviews are sourced from verified software users and factor in satisfaction ratings, market presence, and real-time popularity data. Rankings in this guide are based on an analysis of G2 user reviews published within the last 12 months. For more details, read [G2’s full scoring methodology](https://documentation.g2.com/docs/research-scoring-methodologies).
3. [2025 Trends in WFM](https://blog.contactcenterpipeline.com/2025/01/2025-trends-in-wfm/), Contact Center Pipeline
4. [Top 10 Contact Center Trends to Deploy in 2025](https://www.inoria.com/blog/the-top-10-contact-center-trends-to-deploy-in-2025/)_,_ Inoria 
5. [Optimizing Contact Center Industry Trends in 2025](https://liveops.com/contact-center-industry/optimizing-contact-center-industry-trends-in-2025-key-trends-to-embrace-this-new-year/)_,_ Liveops
6. [4 Benefits of Modern Contact Centre Workforce Management Software](https://www.genesys.com/en-gb/blog/post/4-benefits-of-modern-contact-centre-workforce-management-software)_,_ Genesys
7. [9 Contact Center Trends for 2025](https://www.joinkumo.com/2025/02/9-contact-centers-trends-for-2025/)_,_ Joinkumo