Best Call Center Workforce Optimization Software
Call Center Workforce Optimization (WFO) Software uses forecasting to optimally staff and schedule a call center. WFO suites use agent and call data analytics to improve call center performance. Applications like call recording & quality monitoring, coaching, and agent scoring, are used to improve a call center's efficiency and customer satisfaction. Call center software differs from service desk outsourcing companies in that they are not taking the calls on behalf of their client. Businesses still...
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Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback…
Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations.
The solution scales to accommodate a varying number of employees, channels, locations, time zones, schedule types, and request automation to meet the needs of mid-sized to global enterprise organizations. Verint removes the complexity of creating capacity plans and managing the workforce while retaining advanced features and capabilities. The cloud-based interface is…
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside…
DCDial is a cloud call center provider located in Atlanta, GA USA. As a full-featured call center platform, DCDial renders a spectrum of services.
DCDial offers solutions for a number of industries including but not limited to e-commerce, financial, healthcare, real estate, travel, insurance industries. DCDial allows integration facilities into existing CRMs as well as its own Cloud API to run with existing system. The vendor states that DCDial offers affordable and flexible pricing plans with virtually no max or minimum budgets limits. The Silver monthl…
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.
Scorebuddy is a call center quality monitoring software offering from the Irish company of the same name.
OneTone.ai Automated Supervisor is used to monitor of customer communications and to identify issues leading to customer & revenue losses.
OneTone.ai Automated Supervisor is an AI…
EvaluAgent is a quality assurance and contact center improvement software platform, offering automated compliance checks and a streamlined evaluation experience. Users can build custom scorecards, automatically send “evaluations to be completed” to inboxes of evaluators, and utilize…
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN.
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables customer and agent experience across 30+ digital, social and voice channels, and delivers real-time insights.
- Enables customers to interact with a…
JustCall is an AI-driven customer communication platform enabling instant connections through Voice, SMS, and WhatsApp. It simplifies workflow automation and team coaching within a unified interface, integrating with 100+ CRMs and essential business tools. Boasting users among over 6,000 global companies, JustCall empowers customer-facing teams with real-time AI insights. Its features encompass inbound/outbound call management, SMS/MMS messaging, versatile sales dialers, SMS workflows, AI-driven SMS Copilot, live monitoring, sentiment analysis, and CRM integrations, while offering global phone numbers across 70+ countries. The solution aims to streamline communication, enhances productivity, and elevates customer interactions. JustCall is an AI-driven…
nGAGEMENT by nGUVU uses game mechanics, social media and interactive features, machine learning, and behavioral analytics to drive performance at the agent level. The vendor says their software motivates agents to achieve their objectives by immersing them in a fun game-like environ…
Diabolocom is a cloud software vendor and telecommunications operator that offers an omnichannel cloud solution for sales, customer service, and contact centres.
According to the vendor, thanks to its speed of implementation, its intuitive interface that is fully integrated in the main CRM on the market, and local busi…
VCC Live is a cloud-based contact center solution, providing telecommunications services to businesses with more than 10 operators that want to offer prompt support to their customers. Its advanced features (IVR, real-time statistics, high security, predictive dialer amongst others)…
DialSource helps customer-facing teams have better conversations. DialSource is an enterprise software company that provides software to businesses to make, receive and manage customer-facing communications. DialSource’s applications for Salesforce and Microsoft Dynamics CRM are designed to au…
Although there are now many channels of communication, the telephone remains the preferred method for immediate customer interaction and…
Contact Center Challenge – Complex, Time-Consuming Change Process
Contact center infrastructure deployment and operation typically require highly skilled CTI engineers. When faced with s…
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Learn More About Call Center Workforce Optimization Software
What Is Call Center Workforce Optimization Software?
Call Center Workforce Optimization (WFO) Software uses forecasting to optimally staff and schedule a call center. WFO suites use agent and call data analytics to improve call center performance. Applications like call recording & quality monitoring, coaching, and agent scoring, are used to improve a call center's efficiency and customer satisfaction.
Call center software differs from service desk outsourcing companies in that they are not taking the calls on behalf of their client. Businesses still handle all their customer service requests in-house and do not have to rely on outside services. Rather, they offer the tools needed to assist your business in implementing help desk services.
Some benefits of using call center WFO software include the ability to forecast and predict certain trends such as customer call demands and optimal agent staffing numbers. Managers are also granted visibility into their employees’ call volumes and are able to measure their performance. The software also provides analytics that helps the business make any necessary adjustments to improve overall productivity.
Call Center Workforce Optimization Software Features
Many call center WFO solutions offer a large number of features which include:
- Agent self-serve capabilities
- Alerts
- Blended Call Centers
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Forecasting
- Intraday reports
- Performance Tools
- Agent scheduling
- Time-off administration
Call Center Workforce Optimization Software Comparison
Before investing in a call center workforce optimization platform, consider the following key factors:
- Ease of Use. In order to get the best out of your product, it’s important to make sure you have a full understanding of its functions and how it can help your business improve. It’s best to limit the amount of time it will take to learn how to use the software. Find a call center WFO solution that will be user-friendly for agents and administrators alike.
- Deployment. The type of deployment you need can help narrow down the number of call center WFO products to look at. For example, do you need a cloud-based or on-premise workforce optimization solution? Make sure the product you end up purchasing also supports the different device types your agents use, i.e. desktop, mobile, tablet, etc.
Pricing Information
Certain call center WFO software vendors offer a free version of their product for a limited number of agents, dashboards, and analytics. If you need additional or more advanced features, standard packages typically start between $14-$20 per month per user. Professional-level packages usually range from $23 to $29 per month per user while enterprise plans cost over per month per user.
Some vendors construct their prices according to their client’s needs, so it is best to contact them directly for customized rates. Additionally, many of the vendors offer a free trial which is highly recommended before choosing.
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Frequently Asked Questions
What does caller center call center workforce optimization do?
What are the benefits of using call center workforce optimization software?
What are the best call center workforce optimization products?
The top-rated call center workforce optimization products include:
How much does call center workforce optimization software cost?
Some of the call center WFO software vendors offer a free version with a limited amount of agents, dashboards, and analytics provided. Paid packages can start as low as $14 per month per user and increase upwards of $40 per month per user.
Pricing largely depends upon the range of features included, the number of agents working at the call center, and volume of customer service requests.