# Best Contact Center Workforce Software

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

**Total Products under this Category:** 97

### Category Stats (Aug 2026)

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

_Last updated: August 05, 2026_

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

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

- 30 Analysts and Data Experts
- 24,100+ Authentic Reviews
- 97+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

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

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

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

**Sponsored**

### SAP Service Cloud

SAP Service Cloud is a customer service solution for the agentic era. It enables you to turn complex requests into effortless, personalized experiences for every customer, with the power and efficiency of AI With SAP Service Cloud you can: \* Get to the right resolution faster: Automate routine requests and guide agents with AI‑driven summaries, recommendations, and next‑best actions to reduce effort and time to resolution. \* Personalize support at scale: Use unified customer and business data with AI insights to deliver context‑aware interactions on every channel. \* Turn service into a growth driver: Proactively reduce escalations, improve retention, identify revenue opportunities, and lower cost to serve with outcome‑focused analytics and automation.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=54&secure%5Bchosen_at%5D=2026-08-13T17%3A31%3A09Z&secure%5Bdisplayable_resource_id%5D=54&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=54&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=135229&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%252Fvonage-contact-center-formerly-newvoicemedia%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fcontact-center-workforce%2526source%253Dcategory&secure%5Btoken%5D=f2325b4a23296a4196bbc68a371735394191f519629c8da9758908961bc181b6&secure%5Burl%5D=https%3A%2F%2Fwww.sap.com%2Fdocuments%2F2024%2F06%2Fa08d87f1-c07e-0010-bca6-c68f7e60039b.rc.html%3Fcampaigncode%3DCRM-YD25-CEX-407335%26source%3DSERVICE-click-campaign-G2&secure%5Burl_type%5D=custom_url)

### [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:** 6,971

#### 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)
- **Productivity Analysis:** 8.3/10 (Category avg: 8.3/10)
- **Intraday Management:** 7.7/10 (Category avg: 8.1/10)

#### 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/es/products/calabrio-one/reviews)

Calabrio ONE ahora es Verint. Las capacidades de compromiso de la fuerza laboral e inteligencia del centro de contacto que conocías como Calabrio ONE ahora se ofrecen a través de la Plataforma de Automatización CX de Verint, con capacidades de IA ampliadas, integraciones más profundas y el mismo enfoque en la experiencia del agente y los resultados del cliente. La Plataforma de Automatización CX de Verint ayuda a los centros de contacto a automatizar los flujos de trabajo de CX y a ofrecer resultados medibles. Diseñada para funcionar en tu infraestructura existente, se integra con cualquier CCaaS, CRM o modelo de IA. Impulsada por un Centro de Datos CX compartido y la IA Verint Da Vinci™, la plataforma aprende de cada interacción para impulsar la automatización en autoservicio, soporte al agente, análisis, calidad y compromiso de la fuerza laboral.

**Average Rating:** 4.4/5.0

**Total Reviews:** 427

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.8/10 (Category avg: 8.8/10)
- **Automatización:** 8.7/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 8.9/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.9/10 (Category avg: 8.1/10)

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

- **Vendedor:** [Verint](https://www.g2.com/es/sellers/verint)
- **Sitio web de la empresa:** www.verint.com
- **Año de fundación:** 1994
- **Ubicación de la sede:** Melville, New York
- **Twitter:** @Verint  
7,739 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Investigador de Riesgos, Analista de Personal
- **Top Industries:** Servicios al Consumidor, Atención hospitalaria y sanitaria
- **Company Size:** 53% Medium, 35% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios encuentran que la **facilidad de uso** de Calabrio ONE es una ventaja vital, lo que agiliza significativamente los flujos de trabajo y mejora la eficiencia.
- Los usuarios valoran la **eficiencia que ahorra tiempo** de Calabrio ONE, transformando tareas largas en procesos rápidos y simplificados.
- Los usuarios destacan la **facilidad de uso** y las actualizaciones regulares de Calabrio ONE, mejorando la eficiencia y satisfacción del equipo.
- Los usuarios valoran la **función de programación flexible** de Calabrio ONE, mejorando la satisfacción de los empleados en entornos dinámicos.
- Los usuarios aprecian el **soporte al cliente** de Calabrio ONE, especialmente el servicio atento de su Gerente de Éxito del Cliente.

##### Cons

- Los usuarios encuentran la **información inadecuada** y el soporte confuso de Calabrio ONE frustrante, lo que afecta la usabilidad y la eficiencia.
- Los usuarios experimentan **informes deficientes** con Calabrio ONE debido a la complejidad, las inconsistencias y la falta de soporte personalizado.
- Los usuarios expresan preocupaciones sobre las **características limitadas** de Calabrio ONE, lo que afecta la usabilidad y la efectividad general.
- Los usuarios expresan preocupación por el **análisis de datos inexacto** , lo que socava la confianza en la fiabilidad de los resultados de los informes.
- Los usuarios encuentran la **interfaz no intuitiva** , enfrentando desafíos para navegar por las funciones y utilizar Insights de manera efectiva.

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

**["Una gran inversión que optimizó nuestro flujo de trabajo y la gestión de llamadas de CRM"](https://www.g2.com/es/survey_responses/calabrio-one-review-13193204)**

**Rating:** 4.5/5.0 stars

_— Chamir M._

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

**["Programación clara e intuitiva con ajustes de turnos impulsados por IA"](https://www.g2.com/es/survey_responses/calabrio-one-review-13203653)**

**Rating:** 4.5/5.0 stars

_— Meint A._

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

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

- [¿Para qué se utiliza Calabrio ONE?](https://www.g2.com/es/discussions/what-is-calabrio-one-used-for)
- [What is calabrio WFM?](https://www.g2.com/es/discussions/what-is-calabrio-wfm) - 1 comment
- [Is calabrio owned by Cisco?](https://www.g2.com/es/discussions/is-calabrio-owned-by-cisco)
- [What does calabrio one do?](https://www.g2.com/es/discussions/what-does-calabrio-one-do)
- [How much does calabrio cost?](https://www.g2.com/es/discussions/how-much-does-calabrio-cost)

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

Genesys Cloud CX® es una solución de orquestación de experiencias impulsada por IA que permite a las organizaciones coordinar las interacciones con clientes y empleados en cada punto de contacto. Al conectar datos, sistemas y flujos de trabajo en tiempo real, ayuda a las empresas a ofrecer experiencias más consistentes y personalizadas que mejoran la lealtad, la eficiencia y los resultados comerciales generales. La solución reúne IA; compromiso de voz y digital; enrutamiento inteligente y automatización; gestión del compromiso de la fuerza laboral; y orquestación de viajes de extremo a extremo en una única solución en la nube unificada. Su arquitectura abierta y flexible permite a las organizaciones integrarse fácilmente con los sistemas existentes, reduciendo la complejidad mientras crea una experiencia más conectada a través de canales y permite la innovación sin interrupciones. Las organizaciones utilizan Genesys Cloud CX para acelerar el tiempo de valor a través de un despliegue rápido y capacidades fáciles de implementar, mientras reducen el costo de servicio con automatización impulsada por IA. La personalización en tiempo real y las interacciones conscientes del contexto ayudan a mejorar la satisfacción del cliente, mientras que las capacidades nativas de IA mejoran la productividad de los agentes, agilizan los flujos de trabajo y apoyan una toma de decisiones más rápida e informada. Una capa de datos unificada proporciona información en tiempo real y asegura experiencias sin interrupciones a través de canales, eliminando silos y mejorando la visibilidad en las operaciones. La gobernanza de IA incorporada apoya una adopción segura, conforme y explicable, lo cual es especialmente importante para las industrias reguladas. Diseñada para escala empresarial, la plataforma ofrece alta disponibilidad, estabilidad y seguridad, con la escalabilidad y flexibilidad para apoyar operaciones globales y necesidades comerciales en evolución mientras mantiene la resiliencia. Genesys Cloud CX es ampliamente utilizado por organizaciones de todos los tamaños para orquestar experiencias personalizadas de clientes a escala, mejorar la eficiencia, simplificar la pila tecnológica y generar un ROI medible.

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,468

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.5/10 (Category avg: 8.8/10)
- **Automatización:** 8.1/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 8.5/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.5/10 (Category avg: 8.1/10)

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

- **Vendedor:** [Genesys](https://www.g2.com/es/sellers/genesys)
- **Sitio web de la empresa:** www.genesys.com
- **Año de fundación:** 1990
- **Ubicación de la sede:** Menlo Park, CA
- **Twitter:** @Genesys  
32,180 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Defensor del caso, Gerente
- **Top Industries:** Tecnología de la información y servicios, Servicios Financieros
- **Company Size:** 45% Medium, 40% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios encuentran que Genesys Cloud CX es **excepcionalmente fácil de usar** , lo que permite a los usuarios empresariales gestionar configuraciones de manera independiente.
- Los usuarios valoran la **evolución continua de las características** de Genesys Cloud CX, mejorando las operaciones del centro de contacto y la satisfacción del usuario.
- Los usuarios valoran la **fiabilidad** de Genesys Cloud CX, elogiando su accesibilidad y apoyo para la continuidad del negocio.
- Los usuarios valoran la **eficiencia** de Genesys Cloud CX, mejorando la agilidad y simplificando las operaciones del centro de contacto a través de múltiples canales.
- Los usuarios aprecian la **interfaz intuitiva** de Genesys Cloud CX, mejorando la gestión de las interacciones con los clientes y el rendimiento del personal.

##### Cons

- Los usuarios notan las **características limitadas** de Genesys Cloud CX, particularmente en la traducción de voz y la disponibilidad de herramientas.
- Los usuarios notan las **características faltantes** en Genesys Cloud CX, incluyendo la personalización limitada del panel y las opciones de informes complejas.
- Los usuarios encuentran **la complejidad de la interfaz** desafiante, especialmente para los recién llegados que navegan por múltiples funciones y configuraciones.
- Los usuarios encuentran frustrantes las **capacidades de informes inadecuadas** de Genesys Cloud CX, requiriendo un esfuerzo adicional para obtener conocimientos básicos.
- Los usuarios encuentran la **curva de aprendizaje empinada** con Genesys Cloud CX, ya que la interfaz y las funciones pueden ser confusas al principio.

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

**["Poder Omnicanal Centralizado con Informes en Tiempo Real Perspicaces"](https://www.g2.com/es/survey_responses/genesys-cloud-cx-review-13150184)**

**Rating:** 5.0/5.0 stars

_— Usuario verificado en Tecnología de la información y servicios_

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

**["Configuración sin esfuerzo, integraciones poderosas"](https://www.g2.com/es/survey_responses/genesys-cloud-cx-review-12997137)**

**Rating:** 5.0/5.0 stars

_— Lucas A._

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

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

- [¿Para qué se utiliza Genesys Cloud CX?](https://www.g2.com/es/discussions/what-is-genesys-cloud-cx-used-for) - 3 comments, 2 upvotes
- [What kind of software is zendesk?](https://www.g2.com/es/discussions/what-kind-of-software-is-zendesk) - 2 comments
- [¿Cuáles son los 4 beneficios más importantes de Active Directory?](https://www.g2.com/es/discussions/what-are-the-4-most-important-benefits-of-active-directory) - 1 comment
- [¿Qué hace Genesys Cloud para Salesforce?](https://www.g2.com/es/discussions/what-does-genesys-cloud-for-salesforce-do) - 2 comments
- [Does Genesys integrate with Salesforce?](https://www.g2.com/es/discussions/purecloud-for-salesforce-does-genesys-integrate-with-salesforce)

### [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/es/products/five9-intelligent-cloud-contact-center-platform/reviews)

Fundada en 2001 y con sede en San Ramón, California, Five9 se ha convertido en un líder global en CX con más de 2,500 clientes en todo el mundo. Como pionera en tecnología de centros de contacto en la nube, Five9 atiende a organizaciones de diversas industrias que buscan transformar las experiencias del cliente a través de interacciones inteligentes y personalizadas. Con más de 1,400 socios a nivel mundial y 2,700 empleados, Five9 combina una profunda experiencia en CX con tecnología innovadora para ayudar a las marcas a ofrecer mejores resultados comerciales. La Plataforma Inteligente de CX de Five9 proporciona un conjunto completo de soluciones, incluyendo compromiso omnicanal, asistencia a agentes, compromiso de la fuerza laboral y automatización impulsada por IA. Five9 Genius AI incorpora inteligencia artificial práctica en toda la plataforma, permitiendo viajes del cliente hiper-personalizados donde los Agentes de IA y los Agentes Humanos trabajan de la mano. Nuestra plataforma abierta y nativa de la nube se integra sin esfuerzo con los principales sistemas CRM y empresariales, asegurando que las empresas puedan personalizar experiencias mientras maximizan la agilidad operativa. Five9 transforma el CX de experiencias fragmentadas y frustrantes en viajes fluidos impulsados por IA que anticipan las necesidades del cliente. Al combinar la eficiencia de la IA con el toque humano, las empresas pueden ofrecer mejores experiencias a menores costos, convirtiendo sus centros de contacto de centros de costo en activos estratégicos. Con una fiabilidad líder en la industria (99.999% de tiempo de actividad), profunda experiencia en CX y un enfoque de asociación consultiva, Five9 ayuda a las empresas a desbloquear eficiencia, aumentar la satisfacción del cliente y fomentar la lealtad a largo plazo. Con Five9, el Nuevo CX Comienza Aquí, donde la alegría del cliente se convierte en una fuerza impulsora para el crecimiento empresarial.

**Average Rating:** 4.1/5.0

**Total Reviews:** 604

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.6/10 (Category avg: 8.8/10)
- **Automatización:** 8.0/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 8.1/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.3/10 (Category avg: 8.1/10)

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

- **Vendedor:** [Five9](https://www.g2.com/es/sellers/five9)
- **Sitio web de la empresa:** www.Five9.com
- **Año de fundación:** 2001
- **Ubicación de la sede:** San Ramon, CA
- **Twitter:** @Five9  
14,856 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9ab47fa8489c7a54b5afa3a30c5a95276dbcdfd37f1e12bcd69df7e9622d7f85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F16827%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,127 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Representante de Servicio al Cliente, Gerente
- **Top Industries:** Servicios al Consumidor, Servicios Financieros
- **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

- A los usuarios les encanta la **interfaz fácil de usar** de Five9, encontrándola simple de navegar y fácil de implementar.
- Los usuarios elogian el **soporte al cliente receptivo** de Five9, destacando su prioridad en abordar las preocupaciones de manera rápida.
- Los usuarios valoran el **servicio al cliente excepcional** de Five9, destacando la capacidad de respuesta y la amabilidad en su experiencia.
- Los usuarios aprecian el **soporte receptivo y útil** de Five9, mejorando su experiencia general y capacidades de integración.
- Los usuarios valoran la **eficiencia** de Five9, beneficiándose de características impresionantes que mejoran las interacciones con los clientes y el monitoreo de la productividad.

##### Cons

- Los usuarios enfrentan **problemas de llamadas** que dificultan la elaboración de informes precisos y la evaluación del rendimiento, complicando la experiencia del centro de contacto.
- Los usuarios notan **características faltantes** como una interfaz moderna y opciones de búsqueda eficientes, lo que afecta la usabilidad y funcionalidad.
- Los usuarios encuentran que la **complejidad** de la interfaz y las funciones de informes de Five9 son bastante desafiantes y confusas.
- Los usuarios informan de **problemas técnicos** con Five9, incluyendo respuestas lentas del soporte y fallos ocasionales que interrumpen el servicio.
- Los usuarios informan que **el mal servicio al cliente** conduce a retrasos frustrantes y desafíos en la resolución de problemas y la configuración.

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

**["Plataforma web rápida e intuitiva con soporte confiable"](https://www.g2.com/es/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/es/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)

**["Plataforma fácil de usar con excelente soporte de agentes"](https://www.g2.com/es/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/es/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794)

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

- [¿Para qué se utiliza Five9?](https://www.g2.com/es/discussions/five9-what-is-five9-used-for) - 2 comments
- [What is Five9 used for?](https://www.g2.com/es/discussions/what-is-five9-used-for) - 1 comment
- [What is the best call center software?](https://www.g2.com/es/discussions/what-is-the-best-call-center-software)
- [How much is five9 cost?](https://www.g2.com/es/discussions/how-much-is-five9-cost)
- [¿Tiene Five9 una aplicación móvil?](https://www.g2.com/es/discussions/does-five9-have-a-mobile-app) - 2 comments

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

DESCRIPCIÓN DEL PRODUCTO DE RINGCENTRAL CONTACT CENTER RingCentral Contact Center es una solución de centro de contacto en la nube de nivel empresarial diseñada para implementar y escalar operaciones de atención al cliente a nivel global. Construida para organizaciones de gran escala que demandan flexibilidad y alto rendimiento, la plataforma unifica las comunicaciones empresariales y las capacidades del centro de contacto para ofrecer experiencias de cliente sin esfuerzo a lo largo de todo el recorrido del cliente. COMPROMISO GLOBAL OMNICANAL Y ENRUTAMIENTO AVANZADO RingCentral Contact Center permite a las empresas conectarse con los clientes por voz y a través de más de 30 canales digitales a nivel mundial. La solución utiliza un sofisticado enrutamiento basado en atributos para asegurar que los clientes sean emparejados automáticamente con el agente adecuado según sus necesidades y habilidades específicas. Al ofrecer una integración omnicanal completa y un seguimiento del recorrido sin interrupciones, las empresas pueden mantener un soporte continuo y rico en contexto en cada punto de contacto internacional. IA CONVERSACIONAL Y AUTOMATIZACIÓN DE AUTOSERVICIO La plataforma cuenta con agentes de IA integrados para agilizar los recorridos de los clientes y reducir los costos operativos. A través de un autoservicio avanzado de IA y agentes virtuales impulsados por IA, las organizaciones pueden ofrecer conversaciones personalizadas y basadas en datos las 24 horas del día, los 7 días de la semana. Estas herramientas inteligentes manejan consultas rutinarias de manera autónoma mientras generan profundos conocimientos de interacción, brindan asistencia instantánea y aseguran una transición fluida a agentes en vivo cuando es necesario. GESTIÓN NATIVA DEL COMPROMISO DE LA FUERZA LABORAL Optimiza el rendimiento del equipo y controla los costos con una solución de optimización de la fuerza laboral impulsada por IA. RingCentral Contact Center abarca herramientas completas de gestión del compromiso de la fuerza laboral (WEM), incluyendo programación nativa y pronósticos predictivos para alinear las horas del equipo precisamente con el tráfico de llamadas, vacaciones y capacitación. También proporciona características robustas de gestión de calidad como grabación de llamadas, análisis de interacciones y puntuación justa de agentes, junto con gamificación interactiva y paneles de rendimiento para aumentar la satisfacción y productividad de los agentes. ANÁLISIS COMPLETO E INTEGRACIONES PERSONALIZADAS Toma decisiones críticas para el negocio utilizando informes históricos detallados y análisis en vivo. La plataforma cuenta con una interfaz intuitiva de arrastrar y soltar para construir paneles personalizables en tiempo real, permitiendo a los gerentes monitorear indicadores clave de rendimiento como el tiempo de manejo, la resolución en el primer contacto y el tiempo en cola al instante. Diseñada para implementaciones a medida, la solución se integra profundamente con más de 120 herramientas del mercado y ofrece más de 400 API disponibles para adaptar los flujos de trabajo a cualquier pila tecnológica empresarial. POR QUÉ ELEGIR RINGCENTRAL CONTACT CENTER Las empresas globales eligen RingCentral Contact Center para ofrecer un mejor servicio al cliente a escala y aumentar la satisfacción del cliente y del empleado. Al combinar un potente enrutamiento omnicanal, gestión nativa del compromiso de la fuerza laboral y flexibilidad de API abierta, RingCentral proporciona una base en la nube segura y confiable que transforma el soporte al cliente tradicional en un impulsor estratégico de ingresos.

**Average Rating:** 4.1/5.0

**Total Reviews:** 217

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.1/10 (Category avg: 8.8/10)
- **Automatización:** 8.3/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 8.8/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.2/10 (Category avg: 8.1/10)

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

- **Vendedor:** [RingCentral](https://www.g2.com/es/sellers/ringcentral)
- **Sitio web de la empresa:** www.ringcentral.com
- **Año de fundación:** 1999
- **Ubicación de la sede:** Belmont, CA
- **Twitter:** @RingCentral  
61,963 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Software de Computadora, Servicios al Consumidor
- **Company Size:** 48% Small, 37% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios aprecian la **facilidad de uso** de RingCentral Contact Center, lo que permite una comunicación y gestión de llamadas sin problemas.
- Los usuarios aprecian las **robustas capacidades de VoIP** de RingCentral Contact Center, lo que permite una comunicación fluida para equipos remotos.
- Los usuarios encuentran que la **interfaz intuitiva** de RingCentral Contact Center mejora la eficiencia y flexibilidad para la comunicación remota.
- Los usuarios valoran el **servicio de atención al cliente útil** de RingCentral, resolviendo problemas de manera eficiente y mejorando la experiencia de los usuarios.
- Los usuarios valoran el **soporte eficiente** del Centro de Contacto de RingCentral, facilitando soluciones rápidas y opciones de comunicación flexibles.

##### Cons

- Los usuarios tienen dificultades con **problemas de llamadas** , incluyendo números incorrectos y resolución de problemas compleja, lo que afecta su experiencia general con RingCentral.
- Los usuarios informan problemas con la **conectividad de llamadas** , experimentando desconexiones y dificultades para finalizar las llamadas de manera efectiva.
- Los usuarios experimentan **problemas de calidad de llamada** con RingCentral Contact Center, a menudo enfrentando desconexiones y desafíos de conectividad.
- Los usuarios enfrentan problemas de **conexión significativos** con RingCentral, lo que afecta negativamente la accesibilidad de las llamadas y la experiencia general del usuario.
- Los usuarios enfrentan frecuentes **problemas de conectividad** con RingCentral, lo que afecta la fiabilidad de las llamadas y la experiencia general del usuario.

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

**["Control de Nivel Empresarial para Operaciones Complejas de Centros de Contacto"](https://www.g2.com/es/survey_responses/ringcentral-contact-center-review-13229806)**

**Rating:** 5.0/5.0 stars

_— Cyprian A._

[Read full review](https://www.g2.com/es/survey_responses/ringcentral-contact-center-review-13229806)

**["RingCentral Contact Center cambió la forma en que retomo las conversaciones en lugar de reiniciarlas."](https://www.g2.com/es/survey_responses/ringcentral-contact-center-review-13169207)**

**Rating:** 5.0/5.0 stars

_— Aashu J._

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

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

- [¿Para qué se utiliza RingCentral Contact Center?](https://www.g2.com/es/discussions/what-is-ringcentral-contact-center-used-for) - 1 comment
- [How good is RingCentral?](https://www.g2.com/es/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/es/discussions/what-is-the-difference-between-a-contact-center-and-a-call-center)
- [How does call center software work?](https://www.g2.com/es/discussions/how-does-call-center-software-work)
- [What is a contact center software?](https://www.g2.com/es/discussions/what-is-a-contact-center-software)

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

Verint Workforce Management es una solución impulsada por IA que pronostica la demanda de tus clientes, analiza y predice el número de empleados necesarios, y optimiza los horarios de los empleados para alinearse con la demanda en los centros de contacto y operaciones de back-office, para ayudarte a alcanzar tus objetivos de CX y eficiencia. Proporcionamos una precisión de pronóstico líder en la industria (+/- 95%), la mayor flexibilidad en la programación de empleados, y conocimientos y paneles de datos derivados de IA para una toma de decisiones más rápida y mejor. Los clientes de Verint WFM han logrado resultados empresariales impulsados por IA como: un aumento del 20% en la productividad de los empleados, una reducción del 20%-30% en la rotación de empleados, un aumento del 5%-10% en las puntuaciones de NPS / CSAT, un aumento del 35% en la capacidad de los gerentes. Verint WFM es parte de Verint Open Platform, que ayuda a las operaciones de servicio al cliente a reducir costos y elevar EX y CX con bots impulsados por IA que automatizan los flujos de trabajo de CX. La Plataforma Verint tiene la gama más amplia de soluciones de Automatización de CX, incluyendo Bots Copiloto de Agentes, Gestión del Conocimiento, Asistentes Virtuales Inteligentes y más. La Plataforma y las soluciones son escalables desde clientes SMB hasta empresas globales, y pueden implementarse en instalaciones, en la nube de un solo inquilino o multi-inquilino, o en una mezcla híbrida.

**Average Rating:** 4.2/5.0

**Total Reviews:** 207

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.5/10 (Category avg: 8.8/10)
- **Automatización:** 7.8/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 7.9/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.4/10 (Category avg: 8.1/10)

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

- **Vendedor:** [Verint](https://www.g2.com/es/sellers/verint)
- **Año de fundación:** 1994
- **Ubicación de la sede:** Melville, New York
- **Twitter:** @Verint  
7,739 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®
- **Propiedad:** Thoma Bravo

#### Who Uses This Product?

- **Top Industries:** Seguros, Servicios Financieros
- **Company Size:** 55% Large, 35% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios encuentran que Verint Workforce Management es **extremadamente fácil de usar** , lo que hace que los procesos sean fáciles de aprender y entender.
- Los usuarios destacan la **eficiencia** de Verint Workforce Management, elogiando sus capacidades en tiempo real y sus características que ahorran tiempo.
- Los usuarios aprecian la **facilidad de programación y las actualizaciones en tiempo real** que ofrece Verint Workforce Management para una gestión efectiva de agentes.
- Los usuarios valoran las **características robustas** de Verint Workforce Management, mejorando la eficiencia operativa y apoyando diversas necesidades empresariales.
- Los usuarios aprecian las características de **monitoreo y reporte en tiempo real** de Verint Workforce Management para una gestión efectiva de agentes.

##### Cons

- Los usuarios encuentran frustrantes las **opciones de personalización limitadas** , deseando un control más granular sobre las características del panel de control y los informes.
- Los usuarios a menudo luchan con una **curva de aprendizaje pronunciada** y encuentran la interfaz de Verint Workforce Management poco intuitiva.
- Los usuarios encuentran la **interfaz de usuario engorrosa** en comparación con los competidores, con problemas de navegación que afectan la experiencia general.
- Los usuarios sienten que Verint Workforce Management **carece de características clave** que dificultan la elaboración de informes detallados y la facilidad de configuración.
- Los usuarios encuentran **deficiente la generación de informes** en Verint Workforce Management, destacando retrasos y dificultades para navegar por los módulos.

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

**["Solución robusta de WFM con margen de mejora"](https://www.g2.com/es/survey_responses/verint-workforce-management-review-13001389)**

**Rating:** 4.0/5.0 stars

_— Joe B._

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

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

**Rating:** 5.0/5.0 stars

_— Edward R._

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

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

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

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

Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

**Average Rating:** 4.4/5.0

**Total Reviews:** 2,488

#### How Do G2 Users Rate Talkdesk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.8/10)
- **Automation:** 9.0/10 (Category avg: 8.1/10)
- **Productivity Analysis:** 9.2/10 (Category avg: 8.3/10)
- **Intraday Management:** 9.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Talkdesk?

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

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

**["Talkdesk Keeps Calls Organized with Powerful Reporting and Coaching Insights"](https://www.g2.com/survey_responses/talkdesk-review-13236400)**

**Rating:** 5.0/5.0 stars

_— Mallory S._

[Read full review](https://www.g2.com/survey_responses/talkdesk-review-13236400)

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

**Rating:** 4.0/5.0 stars

_— Tyra S._

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

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

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

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

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

**Average Rating:** 4.4/5.0

**Total Reviews:** 89

#### How Do G2 Users Rate RingCX?

- **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 8.8/10)
- **Automation:** 5.0/10 (Category avg: 8.1/10)
- **Productivity Analysis:** 8.3/10 (Category avg: 8.3/10)
- **Intraday Management:** 3.3/10 (Category avg: 8.1/10)

#### Who Is the Company Behind RingCX?

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

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Insurance
- **Company Size:** 51% Small, 36% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

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

**Rating:** 4.5/5.0 stars

_— Cyprian A._

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

**["RingCX Gave Me a Better Way to Understand Customer Conversations"](https://www.g2.com/survey_responses/ringcx-review-13058446)**

**Rating:** 5.0/5.0 stars

_— Mamta N._

[Read full review](https://www.g2.com/survey_responses/ringcx-review-13058446)

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

CloudTalk es el software líder de llamadas empresariales impulsado por IA para pymes en crecimiento. CloudTalk ayuda a más de 4,000 pymes modernas a hablar con más clientes, cerrar más tratos y resolver problemas más rápido, sin precios o complejidades de nivel empresarial. Más de 30,000 profesionales de ventas y soporte en pymes de más de 160 países confían en CloudTalk para: Hablar con 10 veces más personas - Nuestro Marcador de Ventas con IA combina marcación de vista previa, potencia y paralela (hasta 10 líneas) que filtra automáticamente los buzones de voz y las líneas muertas. Automatizar las llamadas que los humanos no deberían hacer - Construye Agentes de Voz con IA y Recepcionistas con IA en minutos para programación de citas, calificación de clientes potenciales, cobertura fuera de horario, recordatorios de pago y más. Convertir cada conversación en datos estructurados - Usa Inteligencia de Conversación con IA para obtener resúmenes automáticos de llamadas, notas de IA, análisis de sentimiento, extracción de temas, puntuación de llamadas, transcripción multilingüe y proporciones de habla/escucha. Ejecutar todo su sistema telefónico empresarial en una plataforma en la nube - Con Diseñador de Flujo de Llamadas, IVR, cola de llamadas, grabación de llamadas, monitoreo en tiempo real, análisis, SMS internacional, mensajería de WhatsApp y automatización de flujos de trabajo. Manejar llamadas globales sin el dolor de cabeza de la infraestructura - Números locales en más de 160 países, 99.999% de tiempo de actividad, redundancia de múltiples operadores y calidad de llamada cristalina. Conectar con las herramientas que ya usan - Más de 100 integraciones nativas incluyendo HubSpot (Certificado), Salesforce, Pipedrive, Zoho CRM, MS Dynamics, Intercom, Zendesk, Salesloft, Outreach, Bullhorn, monday, Shopify y más. La mayoría de los clientes de CloudTalk están activos en pocos días. Sin hardware, sin PBX, sin meses de consultoría. Solo regístrate, porta números (o compra nuevos), conecta tu CRM y comienza a llamar, con la IA haciendo el trabajo pesado desde el primer día. CloudTalk cumple con GDPR, SOC 2, ISO 27001, HIPAA y CCPA. Clientes como Bit2Me redujeron las llamadas perdidas del 80% al 16%, disminuyeron los tiempos de espera en un 85% y escalaron de 2 a más de 20 agentes, sin añadir complejidad. https://hubs.li/Q04n2f7L0 Aprende cómo podemos mejorar tus llamadas en una demostración personalizada 1:1: https://hubs.li/Q04n2f4C0

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,813

#### How Do G2 Users Rate CloudTalk?

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.8/10 (Category avg: 8.8/10)
- **Automatización:** 8.8/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 8.9/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.7/10 (Category avg: 8.1/10)

#### Who Is the Company Behind CloudTalk?

- **Vendedor:** [CloudTalk](https://www.g2.com/es/sellers/cloudtalk)
- **Sitio web de la empresa:** www.cloudtalk.io
- **Año de fundación:** 2016
- **Ubicación de la sede:** New York
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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)  
227 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Director Ejecutivo, Ejecutivo de Cuentas
- **Top Industries:** Software de Computadora, Tecnología de la información y servicios
- **Company Size:** 64% Small, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios aprecian la **facilidad de uso** de CloudTalk, beneficiándose de llamadas e integraciones sin problemas.
- Los usuarios valoran la **fiabilidad excepcional** de CloudTalk, destacando su rendimiento estable e interfaz intuitiva en todos los dispositivos.
- Los usuarios elogian la **interfaz intuitiva** de CloudTalk, simplificando la comunicación y mejorando la experiencia general del usuario.
- Los usuarios encuentran CloudTalk **extremadamente útil** para el seguimiento en tiempo real, simplificando la gestión de sus KPI y mejorando la eficiencia de las llamadas.
- Los usuarios aprecian las **funciones de llamada rápidas y fáciles** de CloudTalk, mejorando la eficiencia y conveniencia de la comunicación.

##### Cons

- Los usuarios informan de **problemas de llamadas** con el acceso y la conectividad, lo que lleva a interrupciones en su experiencia con CloudTalk.
- Los usuarios experimentan problemas de **conexión** ocasionales con CloudTalk, lo que lleva a problemas operativos e interrupciones inesperadas.
- Los usuarios expresan frustración por **la falta de características esenciales** como la búsqueda de SMS y el soporte del idioma neerlandés en CloudTalk.
- Los usuarios encuentran que los **problemas de sincronización de llamadas** con Pipedrive pueden llevar a la frustración durante la gestión de llamadas con CloudTalk.
- Los usuarios experimentan **mala conectividad** , luchando con llamadas internacionales y el registro en línea inconsistente de la aplicación.

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

**["Análisis de CloudTalk, integración perfecta con Pipedrive y marcación inteligente de código de área local"](https://www.g2.com/es/survey_responses/cloudtalk-review-12856744)**

**Rating:** 4.5/5.0 stars

_— Hunter K._

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

**["CloudTalk ha simplificado nuestra comunicación con los clientes y mejorado la eficiencia de nuestro equipo."](https://www.g2.com/es/survey_responses/cloudtalk-review-12852659)**

**Rating:** 5.0/5.0 stars

_— Marwan E._

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

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

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

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

NiCE (NASDAQ: NICE) está transformando el mundo con IA que pone a las personas en primer lugar. Nuestras plataformas impulsadas por IA, diseñadas específicamente, automatizan los compromisos en acciones proactivas, seguras e inteligentes, empoderando a individuos y organizaciones para innovar y actuar, desde la interacción hasta la resolución. Confiadas por organizaciones en más de 150 países en todo el mundo, las plataformas de NiCE son ampliamente adoptadas en diversas industrias, conectando personas, sistemas y flujos de trabajo para trabajar de manera más inteligente a gran escala, elevando el rendimiento en toda la organización y entregando resultados medibles comprobados. www.nice.com

**Average Rating:** 4.3/5.0

**Total Reviews:** 1,604

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.2/10 (Category avg: 8.8/10)
- **Automatización:** 8.9/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 9.2/10 (Category avg: 8.3/10)
- **Gestión intradía:** 9.0/10 (Category avg: 8.1/10)

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

- **Vendedor:** [NiCE](https://www.g2.com/es/sellers/nice)
- **Año de fundación:** 1986
- **Ubicación de la sede:** Hoboken, New Jersey
- **Twitter:** @NICELtd  
14,655 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®
- **Propiedad:** NASDAQ: NICE

#### Who Uses This Product?

- **Who Uses This:** Representante de Servicio al Cliente, Agente de Servicio al Cliente
- **Top Industries:** Servicios al Consumidor, Tecnología de la información y servicios
- **Company Size:** 52% Medium, 34% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios encuentran que NICE CXone es una **plataforma fácil de usar** que simplifica eficazmente diversas necesidades organizativas.
- Los usuarios valoran la **excelente calidad de las llamadas y el diseño intuitivo** de NICE CXone, mejorando la comunicación profesional y la facilidad de uso.
- Los usuarios valoran la **eficiencia** de NICE CXone, apreciando sus rápidas actualizaciones y características de automatización fáciles de usar.
- Los usuarios encuentran que NICE CXone es excepcionalmente **útil** para abordar eficientemente los problemas de los clientes con valiosas respuestas automatizadas.
- Los usuarios elogian la **interfaz intuitiva** de NICE CXone, apreciando su facilidad de navegación y la experiencia de llamadas en la nube sin interrupciones.

##### Cons

- Los usuarios a menudo enfrentan **problemas de llamadas** , incluyendo llamadas caídas y una visualización incorrecta, lo que afecta la fiabilidad y la experiencia en general.
- Los usuarios enfrentan varios **problemas técnicos** con NICE CXone, incluyendo retrasos, interrupciones y documentación poco clara, lo que afecta la usabilidad.
- Los usuarios tienen dificultades con la **empinada curva de aprendizaje** de NICE CXone, lo que destaca la necesidad de mejorar los recursos de capacitación.
- Los usuarios encuentran las **características faltantes** en NICE CXone frustrantes, particularmente en lo que respecta a las limitaciones de personalización de informes y paneles.
- Los usuarios expresan frustración con el **pobre servicio de atención al cliente** , encontrando difícil obtener asistencia oportuna cuando la necesitan.

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

**["Plataforma de Experiencia del Cliente Confiable y Eficiente"](https://www.g2.com/es/survey_responses/nice-cxone-review-11739091)**

**Rating:** 4.5/5.0 stars

_— Alex L._

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

**["Cxone simplifica las llamadas y la programación en un solo lugar"](https://www.g2.com/es/survey_responses/nice-cxone-review-12717141)**

**Rating:** 4.5/5.0 stars

_— Nilesh S._

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

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

- [¿Cómo mejora NICE CXone el servicio al cliente y en qué características debería centrarse un nuevo usuario para obtener el máximo impacto?](https://www.g2.com/es/discussions/how-does-nice-cxone-enhance-customer-service-and-what-features-should-a-new-user-focus-on-for-maximum-impact)
- [¿Para qué se utiliza NICE CXone?](https://www.g2.com/es/discussions/what-is-nice-cxone-used-for) - 1 comment
- [What does NICE inContact do?](https://www.g2.com/es/discussions/what-does-nice-incontact-do)
- [When did nice acquire inContact?](https://www.g2.com/es/discussions/when-did-nice-acquire-incontact)
- [What is inContact?](https://www.g2.com/es/discussions/what-is-incontact)

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

ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty.

**Average Rating:** 4.4/5.0

**Total Reviews:** 481

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

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.8/10)
- **Automation:** 8.4/10 (Category avg: 8.1/10)
- **Productivity Analysis:** 8.5/10 (Category avg: 8.3/10)
- **Intraday Management:** 7.9/10 (Category avg: 8.1/10)

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

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

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

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

**Rating:** 5.0/5.0 stars

_— David C._

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

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

**Rating:** 4.0/5.0 stars

_— Shubhangi G._

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

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

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

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

8x8 Contact Center es una solución completa, confiable y segura que ayuda a las empresas a mejorar el compromiso, la colaboración y la efectividad operativa para el éxito del cliente. Construido sobre la plataforma 8x8 XCaaS, 8x8 Contact Center facilita a las empresas conectarse y colaborar con individuos que trabajan dentro y fuera de la organización. 8x8 Contact Center te mantiene conectado con tus clientes desde cualquier lugar, en cualquier momento. Y con un SLA del 99.999% respaldado financieramente, primero en la industria, a través del centro de contacto y las comunicaciones empresariales, tu centro de contacto continuará operando sin interrupciones. Las capacidades de 8x8 Contact Center incluyen: - IA conversacional para ofrecer experiencias de autoservicio efectivas en todos los canales para resolver una amplia gama de consultas de clientes, tanto simples como complejas. - Enrutamiento omnicanal basado en habilidades para interacciones de clientes por voz, chat web, correo electrónico, SMS, mensajería, redes sociales y elevación de video - Espacio de trabajo del agente para manejar todas las interacciones a través de un único panel de control - Espacio de trabajo del supervisor para gestionar agentes y el rendimiento del centro de contacto a través de un único panel de control - Información y automatización impulsadas por IA para habilitar el autoservicio - Autoservicio de voz inteligente - Informes holísticos en todos los canales - Informes visuales e intuitivos, y paneles de control - Acceso con un clic a expertos en la materia de la empresa - Reemplazo completo de PSTN en 58 países/territorios - Proveedores de marcadores automáticos en modo vista previa, progresivo y predictivo - Gestión de calidad y entrenamiento - Gestión de la fuerza laboral - Análisis de voz y texto - Análisis del viaje de interacción - Gestión del rendimiento - Encuestas post-llamada - Integraciones con aplicaciones CRM líderes como Salesforce, Microsoft Dynamics, Zendesk y 20 más - Marco de integración dinámica - APIs abiertas y programa para desarrolladores

**Average Rating:** 4.1/5.0

**Total Reviews:** 244

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.5/10 (Category avg: 8.8/10)
- **Automatización:** 7.5/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 7.9/10 (Category avg: 8.3/10)
- **Gestión intradía:** 7.2/10 (Category avg: 8.1/10)

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

- **Vendedor:** [8x8](https://www.g2.com/es/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0)
- **Sitio web de la empresa:** www.8x8.com
- **Año de fundación:** 1987
- **Ubicación de la sede:** San Jose, CA
- **Twitter:** @8x8  
11,056 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Gerente de Operaciones
- **Top Industries:** Servicios Financieros, Tecnología de la información y servicios
- **Company Size:** 54% Medium, 36% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios valoran la **facilidad de uso e implementación** de 8x8 Contact Center, mejorando la eficiencia operativa y la comunicación.
- Los usuarios elogian el **servicio de atención al cliente útil** de 8x8 Contact Center, asegurando asistencia rápida y satisfacción.
- Los usuarios valoran el **soporte al cliente receptivo** de 8x8 Contact Center, apreciando su asistencia rápida y útil.
- Los usuarios valoran el **soporte omnicanal** y los análisis de 8x8 Contact Center, mejorando la interacción con el cliente y la eficiencia del servicio.
- Los usuarios valoran la **eficiencia** del Centro de Contacto 8x8, mejorando el servicio al cliente y la escalabilidad operativa sin problemas.

##### Cons

- Los usuarios encuentran que las **características faltantes** del Centro de Contacto 8x8 son limitantes, obstaculizando la administración efectiva y la experiencia del usuario.
- Los usuarios expresan frustración con el **pobre servicio al cliente** , destacando chatbots poco útiles y la falta de una administración efectiva.
- Los usuarios encuentran el **proceso de gestión de llamadas engorroso** , luchando con múltiples plataformas y configuraciones complejas.
- Los usuarios encuentran la **complejidad** de la configuración del Centro de Contacto 8x8 frustrante, lo que afecta la usabilidad y la eficiencia administrativa.
- Los usuarios expresan frustración por **problemas de integración** con Zoho ERP y otros servicios de centros de llamadas, complicando su experiencia.

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

**["Centro de contacto rico en funciones, fácil de usar, con incorporación simplificada e integración con CRM"](https://www.g2.com/es/survey_responses/8x8-contact-center-review-13085758)**

**Rating:** 5.0/5.0 stars

_— William N._

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

**["Servicio eficiente con soporte amable, la IA necesita mejorar"](https://www.g2.com/es/survey_responses/8x8-contact-center-review-12915729)**

**Rating:** 4.0/5.0 stars

_— Sam C._

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

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

Aspect ofrece una plataforma de fuerza laboral inteligente que ayuda a las empresas a prevenir interrupciones, proteger los niveles de servicio y reducir el esfuerzo manual al integrar inteligencia directamente en las operaciones diarias. Nuestra promesa de marca es orientación y automatización en tiempo real, consciente de políticas, que mantiene las decisiones transparentes, explicables y bajo control humano, para que los equipos puedan prevenir interrupciones en lugar de reaccionar a ellas. El portafolio de Gestión del Compromiso de la Fuerza Laboral (WEM) de Aspect incluye implementaciones en la nube, híbridas y locales, con capacidades en pronósticos, programación, cumplimiento y gestión intradía, monitoreo de calidad y flujos de trabajo de entrenamiento, paneles de gestión del rendimiento y KPIs, y compromiso de empleados y gamificación. Está construido sobre Aspect WorkforceOS, con APIs y herramientas de integración a través del Portal del Desarrollador, y soporta conectividad a través de los principales ecosistemas de CCaaS, CRM y colaboración. Para líderes de operaciones, planificadores, supervisores y agentes, Aspect Workforce ayuda a resolver los desafíos diarios de la demanda fluctuante, reglas laborales complejas y herramientas aisladas que obligan a los equipos a estar en constante modo de crisis. Al conectar señales en tiempo real con acciones aprobadas, Aspect mejora la eficiencia y precisión, ayuda a reducir el desperdicio laboral evitable y fortalece el rendimiento del servicio, para que las organizaciones puedan reducir costos mientras mejoran las experiencias de la fuerza laboral y los resultados del cliente.

**Average Rating:** 4.2/5.0

**Total Reviews:** 304

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 8.4/10 (Category avg: 8.8/10)
- **Automatización:** 8.1/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 8.0/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.6/10 (Category avg: 8.1/10)

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

- **Vendedor:** [Aspect Software](https://www.g2.com/es/sellers/aspect-software)
- **Sitio web de la empresa:** www.aspect.com
- **Año de fundación:** 1973
- **Ubicación de la sede:** Atlanta, GA
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Representante de Servicio al Cliente
- **Top Industries:** Servicios Financieros, Telecomunicaciones
- **Company Size:** 63% Large, 29% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios elogian la **eficiencia de la previsión y programación** con Aspect Workforce, mejorando significativamente la gestión operativa.
- Los usuarios valoran las **robustas capacidades de programación y pronóstico** de Aspect Workforce, mejorando la gestión del personal y la eficiencia de la planificación.
- Los usuarios encuentran la **facilidad de uso** de Aspect Workforce invaluable, simplificando la programación y mejorando la eficiencia operativa en general.
- Los usuarios aprecian las **poderosas herramientas de pronóstico y programación** de Aspect Workforce, lo que permite una planificación y gestión eficientes.
- Los usuarios valoran las **fuertes características de programación y gestión** de Aspect Workforce, mejorando la eficiencia y la excelencia operativa.

##### Cons

- Los usuarios encuentran la **curva de aprendizaje empinada** , lo que lleva a desafíos en la adopción y el uso efectivo para equipos más pequeños.
- Los usuarios encuentran que la **personalización limitada** en Aspect Workforce restringe la flexibilidad y la integración con otras aplicaciones.
- Los usuarios encuentran la **complejidad** de Aspect Workforce abrumadora, requiriendo un tiempo y entrenamiento significativos para su uso efectivo.
- Los usuarios encuentran **difícil la personalización** , lo que limita su capacidad para adaptar la experiencia de Aspect Workforce a sus necesidades.
- Los usuarios encuentran que Aspect Workforce **no es fácil de usar** , citando la necesidad de una experiencia de navegación más simplificada e intuitiva.

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

**["Plataforma extremadamente estable y rica en automatización ofrece un impresionante valor operativo."](https://www.g2.com/es/survey_responses/aspect-workforce-review-13118526)**

**Rating:** 4.5/5.0 stars

_— Tony G._

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

**["Interfaz clara y perspectivas útiles para el trabajo de WFM"](https://www.g2.com/es/survey_responses/aspect-workforce-review-12690424)**

**Rating:** 5.0/5.0 stars

_— Shubham G._

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

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

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

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

Assembled es una plataforma de soporte todo en uno diseñada para mejorar las operaciones de servicio al cliente integrando agentes de IA con gestión inteligente de la fuerza laboral. Esta solución tiene como objetivo ayudar a las empresas a ofrecer experiencias de soporte excepcionales mientras gestionan eficientemente sus recursos. Al aprovechar la tecnología avanzada, Assembled permite a las organizaciones optimizar sus procesos de soporte, asegurando que tanto los agentes de IA como los humanos trabajen en armonía para satisfacer las necesidades del cliente. La plataforma está dirigida principalmente a equipos de soporte al cliente en diversas industrias que buscan mejorar su eficiencia operativa y la calidad del servicio. Assembled es particularmente beneficioso para empresas que manejan grandes volúmenes de interacciones con clientes y requieren soluciones precisas de pronóstico y dotación de personal. Con sus capacidades, los equipos pueden automatizar una parte significativa de las interacciones con los clientes, permitiendo que los agentes humanos se concentren en consultas más complejas, mejorando así la productividad general y la satisfacción del cliente. Las características clave de Assembled incluyen programación rápida e intuitiva, que permite a los equipos crear horarios de trabajo personalizados que se adaptan a la demanda fluctuante. Esta flexibilidad es crucial para las organizaciones que experimentan niveles variables de consultas de clientes a lo largo del día o la semana. Además, la plataforma ofrece automatización impulsada por IA con humanos en el circuito, lo que garantiza que los agentes de IA puedan colaborar sin problemas con el personal humano, proporcionando un enfoque equilibrado al soporte al cliente. Esta característica única ayuda a mantener un toque personal en las interacciones con los clientes mientras se beneficia de la eficiencia de la automatización. Otro aspecto destacado de Assembled son sus potentes capacidades de pronóstico, que cuentan con más del 90% de precisión. Esta característica permite a los equipos predecir la demanda de los clientes con precisión, permitiendo decisiones óptimas de dotación de personal que se alinean con la carga de trabajo anticipada. Además, la plataforma proporciona visibilidad significativa entre equipos, asegurando que todas las partes interesadas tengan acceso a información e ideas relevantes, fomentando la colaboración y la toma de decisiones informadas. Assembled también sobresale en la elaboración de informes, ofreciendo análisis centralizados y robustos que proporcionan ideas accionables. Esta funcionalidad integral de informes empodera a los equipos para rastrear métricas de rendimiento, identificar tendencias y realizar ajustes basados en datos a sus estrategias de soporte. Al utilizar Assembled, las organizaciones pueden escalar sus operaciones de soporte de manera inteligente, equilibrando las fortalezas de la IA con el valor insustituible de la interacción humana, lo que finalmente conduce a experiencias mejoradas para el cliente y al éxito operativo.

**Average Rating:** 4.6/5.0

**Total Reviews:** 184

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

- **¿Ha sido the product un buen socio para hacer negocios?:** 9.5/10 (Category avg: 8.8/10)
- **Automatización:** 7.9/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 8.1/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.9/10 (Category avg: 8.1/10)

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

- **Vendedor:** [Assembled](https://www.g2.com/es/sellers/assembled)
- **Sitio web de la empresa:** www.assembled.com
- **Año de fundación:** 2018
- **Ubicación de la sede:** San Francisco, California
- **Twitter:** @assembledhq  
372 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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)  
133 empleados en LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Servicios Financieros, Tecnología de la información y servicios
- **Company Size:** 63% Medium, 21% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios encuentran que Assembled WFM es **muy accesible** , permitiendo una comprensión rápida y una gestión efectiva para todos los antecedentes.
- Los usuarios aprecian las **capacidades de programación sin problemas** de Assembled WFM, que permiten ajustes fáciles y actualizaciones en tiempo real.
- Los usuarios aprecian la **facilidad de programación** con Assembled WFM, disfrutando de ajustes sin problemas y seguimiento de datos en tiempo real.
- A los usuarios les encanta el **diseño intuitivo** de Assembled WFM, lo que hace que sea fácil de entender y usar para cualquiera.
- Los usuarios destacan la **eficiencia** de Assembled WFM, optimizando la programación y mejorando las capacidades de pronóstico para operaciones óptimas.

##### Cons

- Los usuarios encuentran **los cambios de horario complicados** , lo que afecta su capacidad para gestionar tareas de manera efectiva y acceder a sus calificaciones.
- Los usuarios encuentran las **funciones faltantes** en Assembled WFM, como los informes personalizados y el intercambio de turnos, frustrantes y limitantes.
- Los usuarios encuentran que Assembled WFM tiene **características limitadas** , lo que obstaculiza la eficiencia, especialmente en las funcionalidades de informes y gestión de personal.
- Los usuarios a menudo tienen dificultades con **informes deficientes** , incluyendo personalización limitada y retrasos en la actualización de datos, lo que afecta la eficiencia.
- Los usuarios a menudo experimentan **tiempos de carga lentos** , lo que dificulta la finalización de tareas y complica la gestión de horarios.

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

**["Mejora la visibilidad del personal y la eficiencia operativa"](https://www.g2.com/es/survey_responses/assembled-wfm-review-12977659)**

**Rating:** 4.0/5.0 stars

_— Airene D._

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

**["Gestión de la fuerza laboral simplificada con facilidad"](https://www.g2.com/es/survey_responses/assembled-wfm-review-12980620)**

**Rating:** 5.0/5.0 stars

_— Usuario verificado en Ocio, viajes y turismo_

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

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

Squaretalk es una plataforma de soluciones para centros de contacto diseñada para ayudar a los usuarios a optimizar la comunicación con prospectos y clientes, al tiempo que mejora las oportunidades de ventas y el crecimiento operativo. Esta plataforma integra varios canales de comunicación, incluyendo llamadas de voz, mensajería de WhatsApp Business y correo electrónico, permitiendo a los equipos interactuar eficazmente con su audiencia. La solución está adaptada para empresas de todos los tamaños, ofreciendo características que simplifican el alcance y mejoran las tasas de conversión sin introducir complejidad o costos innecesarios. Dirigido a equipos de ventas, departamentos de atención al cliente y empresas que buscan expandir sus capacidades de comunicación, Squaretalk proporciona un conjunto completo de herramientas que se adapta a diversos casos de uso. Por ejemplo, los equipos de ventas pueden utilizar las capacidades omnicanal de la plataforma para contactar a clientes potenciales a través de sus métodos de comunicación preferidos, mientras que los equipos de atención al cliente pueden gestionar consultas de manera eficiente a través de múltiples canales. La flexibilidad de Squaretalk lo convierte en una opción ideal para organizaciones que buscan mejorar sus estrategias de compromiso con el cliente y mejorar la entrega de servicios en general. Las características clave de Squaretalk incluyen capacidades avanzadas de manejo de llamadas, transcripciones automatizadas y análisis de sentimientos, que en conjunto mejoran la experiencia del usuario. El sistema de gestión de contactos de la plataforma permite un seguimiento organizado de las interacciones, asegurando que ningún cliente potencial sea pasado por alto. Los flujos de trabajo personalizables permiten a los equipos adaptar sus procesos según las necesidades específicas del negocio, mientras que las herramientas avanzadas de informes proporcionan información sobre métricas de rendimiento, ayudando a las organizaciones a tomar decisiones basadas en datos. El chat interno permite una sincronización rápida, mejor mentoría, escalaciones más fluidas y la unificación de la comunicación interna y externa en una sola plataforma. Además, la plataforma prioriza la seguridad con medidas de nivel empresarial, asegurando que la información sensible del cliente esté protegida. Uno de los aspectos destacados de Squaretalk es su capacidad para proporcionar números locales en más de 150 destinos, lo que ayuda a las empresas a establecer una presencia local y generar confianza con sus clientes. Esta característica es particularmente beneficiosa para las empresas que buscan expandir sus operaciones a nivel global, ya que les permite conectarse con clientes internacionales de una manera familiar. Al aprovechar las capacidades de Squaretalk, las empresas no solo pueden acortar sus ciclos de ventas, sino también elevar sus esfuerzos de alcance, lo que en última instancia conduce a un aumento en la satisfacción y lealtad del cliente.

**Average Rating:** 4.8/5.0

**Total Reviews:** 135

#### How Do G2 Users Rate Squaretalk?

- **¿Ha sido the product un buen socio para hacer negocios?:** 9.4/10 (Category avg: 8.8/10)
- **Automatización:** 10.0/10 (Category avg: 8.1/10)
- **Análisis de Productividad:** 8.8/10 (Category avg: 8.3/10)
- **Gestión intradía:** 8.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Squaretalk?

- **Vendedor:** [Squaretalk](https://www.g2.com/es/sellers/squaretalk)
- **Sitio web de la empresa:** squaretalk.com
- **Año de fundación:** 2014
- **Ubicación de la sede:** Jerusalem
- **Twitter:** @SquareTalk  
31 seguidores en Twitter
- **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/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 empleados en LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Gerente
- **Top Industries:** Tecnología de la información y servicios, Marketing y publicidad
- **Company Size:** 53% Medium, 51% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Los usuarios valoran la **facilidad de uso** de Squaretalk, mejorando el flujo de trabajo y simplificando las tareas de gestión sin problemas.
- Los usuarios valoran las **capacidades de automatización** de Squaretalk, mejorando la eficiencia en el soporte de llamadas y las estrategias de marketing.
- Los usuarios valoran la **eficiencia** de Squaretalk, beneficiándose del monitoreo en tiempo real y de herramientas que mejoran la efectividad operativa.
- Los usuarios encuentran que Squaretalk es una **solución altamente confiable** para automatizar el soporte de llamadas y el marketing por SMS de manera eficiente.
- Los usuarios aprecian la **facilidad de uso y la plataforma rica en funciones** de Squaretalk, mejorando la productividad y la integración sin esfuerzo.

##### Cons

- Los usuarios encuentran el **configuración difícil** de Squaretalk desafiante, particularmente con flujos de trabajo complejos y características abrumadoras.
- Los usuarios destacan las **características limitadas** de Squaretalk, deseando mejoras en las integraciones y funcionalidades avanzadas.
- Los usuarios encuentran que las **funciones complejas** de Squaretalk pueden ser abrumadoras y no muy intuitivas para los nuevos usuarios.
- Los usuarios encuentran la **complejidad de las configuraciones avanzadas** en Squaretalk desafiante, especialmente para los nuevos usuarios y en momentos de alto tráfico.
- Los usuarios enfrentan **problemas de conexión** durante las horas pico, lo que puede interrumpir su experiencia a pesar del soporte confiable.

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

**["Las transcripciones de IA y el enrutamiento inteligente transformaron nuestro proceso de consultas de visa y viajes."](https://www.g2.com/es/survey_responses/squaretalk-review-13133843)**

**Rating:** 5.0/5.0 stars

_— Kithmi S._

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

**["Plataforma Perfecta para Gestionar Nuestros Equipos de Asistentes Virtuales Distribuidos"](https://www.g2.com/es/survey_responses/squaretalk-review-13142693)**

**Rating:** 5.0/5.0 stars

_— Carlos S._

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

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

- [¿Para qué se utiliza Squaretalk?](https://www.g2.com/es/discussions/what-is-squaretalk-used-for)

- ‹ Prev ‹ Prev
- 1
- [2](/categories/contact-center-workforce?open_modal_url=%2Fproducts%2Fvonage-contact-center-formerly-newvoicemedia%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fcontact-center-workforce%26source%3Dcategory&order=g2_score&page=2#product-list)
- [3](/categories/contact-center-workforce?open_modal_url=%2Fproducts%2Fvonage-contact-center-formerly-newvoicemedia%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fcontact-center-workforce%26source%3Dcategory&order=g2_score&page=3#product-list)
- [4](/categories/contact-center-workforce?open_modal_url=%2Fproducts%2Fvonage-contact-center-formerly-newvoicemedia%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fcontact-center-workforce%26source%3Dcategory&order=g2_score&page=4#product-list)
- [5](/categories/contact-center-workforce?open_modal_url=%2Fproducts%2Fvonage-contact-center-formerly-newvoicemedia%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fcontact-center-workforce%26source%3Dcategory&order=g2_score&page=5#product-list)
- [6](/categories/contact-center-workforce?open_modal_url=%2Fproducts%2Fvonage-contact-center-formerly-newvoicemedia%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fcontact-center-workforce%26source%3Dcategory&order=g2_score&page=6#product-list)
- [7](/categories/contact-center-workforce?open_modal_url=%2Fproducts%2Fvonage-contact-center-formerly-newvoicemedia%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fcontact-center-workforce%26source%3Dcategory&order=g2_score&page=7#product-list)
- [Next › Next ›](/categories/contact-center-workforce?open_modal_url=%2Fproducts%2Fvonage-contact-center-formerly-newvoicemedia%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fcontact-center-workforce%26source%3Dcategory&order=g2_score&page=2#product-list)

Spotlight Categories

[Marketing Automation Software](https://www.g2.com/categories/marketing-automation)

[AI Writing Assistants](https://www.g2.com/categories/ai-writing-assistant)

[Online Backup Software](https://www.g2.com/categories/online-backup)

[E-Commerce Platforms](https://www.g2.com/categories/e-commerce-platforms)

[Contact Center Software](https://www.g2.com/categories/contact-center)

Similar Categories

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

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

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

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

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

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

Updated October 3, 2024

Contact center workforce software enables companies to manage their call center employees’ schedules, activities, and performance. In businesses where call center responsiveness to incoming calls is critical, contact center workforce software helps businesses run the line of business efficiently. Contact center workforce software is used by managers of customer service call and contact centers to effectively monitor the quality of calls and manage agents’ time and learning. They can also be used by the agents themselves to self-schedule, submit time-off requests, receive feedback, and access training materials. Tools in this category are often used in conjunction with contact center infrastructure products, and can supplement other customer service-related tools like help desk and live chat products.

To qualify for inclusion in the Contact Center Workforce category, a product must:

- Forecast customer call demand
- Predict agent staffing numbers based on historical trends
- Allow for the creation and editing of agent work schedules
- Provide visibility into agents’ call volumes and performance
- Provide analytics dashboards and call recording to give managers insight into performance and quality

Top Tools at a Glance

| Product | Best for | User Review |
| --- | --- | --- |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e63eb2d0ef10e2df421befaed80bed3c/agentforce-service-formerly-salesforce-service-cloud.jpg "Product Avatar Image")](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[4.4/5(7,359)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | Salesforce-native omnichannel case routing and agent 360-view | "“Daily Use Review of Salesforce Service Cloud in Collections”" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_5376962576b0195de9bc3af1c46895ba/calabrio-one.png "Product Avatar Image")](https://www.g2.com/products/calabrio-one/reviews)[Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews)[4.4/5(435)](https://www.g2.com/products/calabrio-one/reviews) | Unified WFM, QA, and contact-center analytics | "A Great Investment That Streamlined Our Workflow and CRM Call Management" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image")](https://www.g2.com/products/genesys-cloud-cx/reviews)[Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews)[4.4/5(1,558)](https://www.g2.com/products/genesys-cloud-cx/reviews) | Omnichannel contact routing with unified workforce engagement | "Centralized Omnichannel Power with Insightful Real-Time Reporting" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Product Avatar Image")](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)[Five9 Intelligent Cloud...](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)[4.1/5(625)](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) | Omnichannel contact center ops with AI-assisted routing | "User-Friendly Platform with Excellent Agent Support" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_be08dab78dcba32b9dfe8cb030a1c88d/ringcentral-contact-center.png "Product Avatar Image")](https://www.g2.com/products/ringcentral-contact-center/reviews)[RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews)[4.1/5(222)](https://www.g2.com/products/ringcentral-contact-center/reviews) | Omnichannel routing with remote-workforce flexibility | "Enterprise-Grade Control for Complex Contact Center Operations" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_19576b6f9cdacc4e3c55837439d5c78c/verint-workforce-management.png "Product Avatar Image")](https://www.g2.com/products/verint-workforce-management/reviews)[Verint Workforce Management](https://www.g2.com/products/verint-workforce-management/reviews)[4.2/5(213)](https://www.g2.com/products/verint-workforce-management/reviews) | Contact center forecasting, scheduling, and adherence automation | "Robust WFM Solution with Room for Improvement" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png "Product Avatar Image")](https://www.g2.com/products/talkdesk/reviews)[Talkdesk](https://www.g2.com/products/talkdesk/reviews)[4.4/5(2,585)](https://www.g2.com/products/talkdesk/reviews) | Omnichannel contact center with AI-powered agent coaching | "Talkdesk Keeps Calls Organized with Powerful Reporting and Coaching Insights" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_be08dab78dcba32b9dfe8cb030a1c88d/ringcx.png "Product Avatar Image")](https://www.g2.com/products/ringcx/reviews)[RingCX](https://www.g2.com/products/ringcx/reviews)[4.4/5(92)](https://www.g2.com/products/ringcx/reviews) | Omnichannel queue handling with agent-visibility reporting | "All-in-One Contact Center Platform with Strong Omnichannel Routing" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3a787194b190f530da1bb58924ec8044/cloudtalk.png "Product Avatar Image")](https://www.g2.com/products/cloudtalk/reviews)[CloudTalk](https://www.g2.com/products/cloudtalk/reviews)[4.4/5(1,851)](https://www.g2.com/products/cloudtalk/reviews) | CRM-integrated call routing and agent monitoring | "CloudTalk’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image")](https://www.g2.com/products/nice-cxone/reviews)[NiCE CXone](https://www.g2.com/products/nice-cxone/reviews)[4.3/5(1,730)](https://www.g2.com/products/nice-cxone/reviews) | Omnichannel contact routing with unified workforce scheduling | "Cxone Simplifies Calling and Scheduling in One Place" |

* * *

Show More

### Contact Center Workforce Topics

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

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

## Learn More About Contact Center Workforce Software

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

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

 

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

 

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

 

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

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

 

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

 

### What is contact center workforce software?
 

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

 

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

 

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

 

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

 

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

 

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

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

 
#### 1. [Salesforce Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews)
 
- Number of Reviews: 378
- Satisfaction: 100
- Market Presence: 97
- G2 Score: 98

 
#### 2. [Talkdesk](https://www.g2.com/products/talkdesk/reviews)
 
- Number of Reviews: 449
- Satisfaction: 87
- Market Presence: 80
- G2 Score: 83

 
#### 3. [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews)
 
- Number of Reviews: 238
- Satisfaction: 89
- Market Presence: 74
- G2 Score: 81

 
#### 4. [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews)
 
- Number of Reviews: 352
- Satisfaction: 65
- Market Presence: 94
- G2 Score: 79

 
#### 5. [NICE CXone Mpower](https://www.g2.com/products/nice-cxone-mpower/reviews)
 
- Number of Reviews: 756
- Satisfaction: 51
- Market Presence: 83
- G2 Score: 67

 

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

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

 

### Contact center workforce software pricing and cost considerations

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

Common pricing tiers include:

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

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

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

### Types of contact center workforce software on G2

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

### Who uses contact center workforce solutions?

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

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

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

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

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

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

### Future of Contact Center Workforce Software

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

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

### Sources

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