Best Contact Center Workforce Software

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

Contact Center Workforce Software Grid® Overview

The best Contact Center Workforce Software products are determined by customer satisfaction (based on user reviews) and market presence (based on products’ scale, focus, and influence) and placed into four categories on the Grid®:
  • Products in the Leader quadrant are rated highly by G2 Crowd users and have substantial Market Presence scores. Leaders include: Aspect Workforce Management and Genesys PureConnect
  • High Performers are highly rated by their users, but have not yet achieved the Market Presence of the Leaders. High Performers include: Calabrio ONE
  • Contenders have significant Market Presence and resources, but have received below average user Satisfaction ratings or have not yet received a sufficient number of reviews to validate the solution. Contenders include: NICE inContact and Genesys PureEngage
  • Niche solutions do not have the Market Presence of the Leaders. They may have been rated positively on customer Satisfaction, but have not yet received enough reviews to validate them. Niche products include: 8x8 Cloud Contact Center
G2 Crowd Grid® for Contact Center Workforce
Leaders
High Performers
Contenders
Niche
Market Presence
Satisfaction
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    Contact Center Workforce reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

    Available as a cloud or on-premise solution, award-winning Aspect® Workforce Management™ software helps you accurately and easily forecast staffing requirements across all customer-facing inbound, outbound and back office resources. As part of our comprehensive workforce optimization suite, Aspect Workforce Management delivers dynamically blended staffing forecasts and scheduling of voice, multi-session chat, email, social media and other interactions channels. Users can also run powerful "what-if" scenarios to show staffing levels in differing business conditions.


    PureConnect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise, PureConnect lets you replace multiple point solutions with a single platform that supports empowered employees and loyal customers. Do more with less An all-in-one multichannel platform enables you to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership. Speed time to value A single set of broad and deep applications allows you to rapidly deploy and turn on new applications and services when you’re ready— new functionality is built right into existing interfaces. Maximize flexibility and protect investments An open, standards-based architecture gives you the flexibility to tailor applications to meet your unique business requirements. You also protect investments by integrating PureConnect with any existing application. Reduce risk The market-leading PureConnect platform reduces your business risk. For cloud customers, you can minimize risk with your own instance of the application, have the option to keep voice traffic and recordings on your network, and control the timing of updates.


    Genesys PureEngage is the only true omnichannel customer engagement suite for global businesses to deliver competitively superior experiences. PureEngage provides real-time contextual journeys, world-class intelligent routing, and digital transformation at any scale. Large, multi-site, multinational organizations gain a global view and control of their brand. Available both on-premises and in the cloud. PureEngage supports extensive customizability through open APIs and web standards.


    Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE® software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity. Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. Find news and information at www.calabrio.com. Follow @calabrio on Twitter.


    Exceptional customer experience doesn’t happen by accident–you need the contact center tools and integrations to help achieve your goals. That’s why we’ve built a complete platform that intelligently routes all of your customer interactions, integrates with leading CRMs, helps you schedule and improve your workforce, and analyze trends. And with inContact, voice quality is backed by the industry’s only voice quality service level agreement (SLA). Through a powerful combination of our technology, people and partners, we help organizations transform their customer experience into a business-driving competitive advantage. We make it easy for contact centers to win every customer interaction, deliver great customer experiences, and achieve their business goals—all from the flexibility and reliability of the cloud.


    Hosted VoIP Business Phone Service and More… 8x8 business VoIP helps you serve your customers better with mobile, flexible solutions that help you do business anywhere, anytime. From hosted VoIP business phone service and cloud-based call center software to unified communications, our services are easy to use, incredibly advanced and less expensive than traditional solutions. Ranked #1 hosted VoIP provider. Proven. Reliable. Secure.


    Dixa is a customer service software solution that allows agents to deliver personal support across phone, email and chat. With no installation or maintenance required, users can access the platform from a browser and deliver support to customers on the channel of their choice. Flexible pricing and global scalability allows you to only pay for what you need and scale up or down without additional costs or effort. Dixa makes it possible to know your customers the second they reach, regardless of channel. By displaying customer conversation history and order history instantly, your team will have the information they need to solve customer inquiries faster and with less effort. All conversations types (phone, email and chat) are placed into queues and automatically routed to the appropriate agents while conversation data is translated into real-time analytics. Dixa features including: VoIP, IVR, callback, click-to-call, call recording, automations, quick responses, customizable chat widgets, real-time and historical reporting and advanced routing. Dixa’s user friendly interface and easy setup was made to enhance the agent experience and allow teams to focus on the customer and not the software. Built for inbound call centers, multichannel contact centers and small businesses across the world, Dixa provides agents with the tools to deliver exceptional customer service resulting in happier customers and a growing business.


    Enterprises and SMBs across the world manage inbound, outbound, blended or multi-channel communications using 3CLogic’s Cloud Contact Center Solutions. 3CLogic optimizes internal and external communication, as well as customer engagements with features such as IVR and multi-channel ACD for intelligent call routing, predictive dialer. The solution also includes call-recording, dynamic scripting, text-to-speech, as well as extensive reporting and analytics. For enterprise customers migrating from an on-premise solution, 3CLogic offers unmatched flexibility, from a simple connector between existing legacy telephony and CRMs, to the choice between hybrid (ie: integration with Cisco, Avaya, etc.) and pure cloud deployment using its unique architecture hosted on Amazon Web Services (AWS). 3CLogic includes built-in Computer Telephony Integration (CTI) and deep integration with such major CRMs such as ServiceNow, MS Dynamics and Salesforce. With 3CLogic, organizations improve contact rates, gain greater change control across communication channels (voice, email, chat, social media), enhance the efficiency of call center representatives (ie: Sales, Help Desk, Customer Support, HR, etc.), and improve administrative visibility into what drives successful customer engagements and outcomes.


    Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. For more information visit www.five9.com.


    In today's world, contact centers mean more than just rows and rows of cubicles and talking heads.


    Monet Live WFO, by Monet Software is an effective and easy to adopt cloud-based workforce optimization solution that includes workforce management, quality monitoring, performance management and analytics, all in one integrated platform. - Workforce Management – Monet WFM Live: Create more accurate forecasts, develop more effective call center schedules and increase agent adherence - Quality Monitoring – Monet Quality: Increase productivity, provide better customer service & comply with legal requirements. Evaluate customer interaction identify coaching opportunities and customer experience detractors. - Performance Management – Monet Metrics: Easily track, analyze and manage agent, group and center performance to optimize customer service. - Speech and Desktop Analytics – Monet Analytics: Get more insights into customer interactions and internal processes and deliver exceptional customer service while improving productivity and efficiencies. Customers can quickly and easily optimize all aspects of their workforce with one cost effective solution that is easy to implement in 30 to 60 days, delivers rapid payback and is very IT friendly through its secure cloud-based model. Monet Software has helped many contact centers deliver great customer service and experiences while gaining better insights and cost management.


    Avaya Aura is our core communications platform delivering company-wide, people-centric collaboration and supporting full unified communications and contact center solutions for midsize to large enterprises.


    nGUVU offers an employee engagement platform for contact centers. Using game mechanics, recognition, and social media concepts, nGAGEMENT influences agents’ behaviors by leveraging people’s natural desire for competition, collaboration, achievement, status and recognition to build intrinsic motivation and improve employee engagement. nGAGEMENT is an immersive experience that empowers agents to self-manage and makes it fun for them to accomplish tasks that are at the core of their responsibilities.


    WorkIt! automatically tracks the exact actual time your users spend working on Cases, Leads, Opportunities, and on other standard or custom Salesforce objects.


    Your outsourced customer service solution should elevate your customers’ experience and represent your brand values. The Arise Platform facilitates both.


    Mattersight Behavioral Analytics products break down these stories, analyze them, and turn them into meaningful data you can react to, so you can improve your return on every interaction moving forward.


    Scorebuddy is a cloud-based quality assurance software that evaluates customer interactions across multiple channels, calls, emails, live chat, and social media.


    Pipkins, Inc. is the leading supplier of workforce management software and services to the call center industry. For nearly three decades, Pipkins has created and delivered superior workforce management products for call centers of all sizes with thirteen industry-first applications. Pipkins' systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. Founded in 1983, Pipkins' early and continuing associations with British Telecom (BT) and AT&T Network Systems United Kingdom helped establish Pipkins at the forefront of the demanding operator services industry. In 1993 Pipkins reengineered its product line to meet the business needs of the rapidly expanding US commercial call center market. Pipkins, Inc. offers complete technical and human resources in the areas of new product development, technical support, sales, customer service, and training.


    Call Center Designer is a staffing, prediction, modeling, and analysis software tool for your inbound call center.


    injixo is a powerful and easy-to-use cloud workforce management suite for forecasting, scheduling and intraday management. It helps you to do more business and create happier customers while lowering costs and reducing effort.


    KPS Knowledge Management Software is is designed to sort and organize your companies information.


    Maestro is customer service quality assurance software. Identify issues, coach agents, and measure impact. Whether it's CSAT, resolution time, or more, we will drive the metrics behind your team. We offer a robust set of features to help improve your customer support including: CRM and support tools integrations. Customizable scorecards. Agent dashboards. Workflow automations. Data warehouse integrations. Strict security and compliance.


    Nectar Desk is a Cloud Based Call Center Solution and VOIP service for businesses


    PlayVox is a Quality Assurance software that allows you to monitor your customer service interactions across different communication channels such as chat email, phone, social media, among others. We help you deliver Perfect Customer Interactions by engaging and empowering your agents. - Measure customer service quality in the smartest way possible. - Save time in your QA process. - Evaluate more customer interactions in less time. - Drive agent engagement by using continuous feedback and coaching. - Increase agent performance and productivity. With PlayVox, you can finally get rid of time-consuming spreadsheets, and run your entire QA program in a smart, easy and fast way.


    Online Scheduling designed for your Industry.


    TASKE Contact is a contact center call management software that offers real-time ACD monitoring, and historical call reporting for the contact center.


    Whether you’re using Microsoft Service Manager or another Help Desk solution, the True Control Center works in conjunction to deliver the next generation of advanced remote support tools for IT teams.


    2Ring COMPACT AGENT is an agent desktop application built on top of Cisco Finesse API. It can be used to bring Cisco Contact Center closer to remote experts, to subject matter experts, and to back-office workers.


    Revenue and customer management software for communiciations and media companies.


    Callision is the world's first free cloud business phone system, and the first carrier-independent enterprise-grade Contact Center as a Service (CCaaS). Callision allows its customers to use their preferred VoIP carriers, simultaneously providing carriers with new leads and the advanced contact center functionality to complement their offerings. Callision provides everything from phone numbers in over 60 countries to live employee monitoring and call recording, to conferencing, call queues and IVRs, web phone and chat, file storage, and a comprehensive analytics suite - all from the convenience of a web browser.


    Engage WFM manages your historical data and selects the appropriate method to provide an accurate and realistic workforce forecast for your call center and calculates requirements in a multi-skilled environment, avoiding repetitive analytical simulations.


    Enghouse Interactive delivers interaction management solutions from Arc Solutions, CosmoCom, Datapulse, Syntellect, Telrex, & Trio.


    Inova Desktop Presenter is a contact center dashboard that delivers real-time metrics directly to agent desktops and laptops.


    InVision Enterprise WFM helps you manage your workforce management, productivity and quality of work.


    Jacada Workspace Agent Desktop is a customer service solution that provides the call center agent with a simplified desktop display for fast and easy access to all relevant customer information.


    The KnoahSoft Harmony™ Workforce Optimization software suite gives contact centers the ultimate in workforce optimization functionality and flexibility with the best total cost of ownership (TCO) profile in the market.


    MiaRec is a compliance call recording and quality management solution for unified communications.


    Newbridge Telecom Solutions merges managed customer experience solutions with the benefits of customized technology.


    PCI Pal is a suite of solutions designed to help run your customer contact operations in adherence with the Payment Card Industry Data Security Standard (PCI DSS).


    rostrvm Manager is an enterprise reporting, agent analytics and mangement application for call centers and the back office.


    VPI Capture is a call and screen data interaction recording solution that can record your multimedia interactions with a range of network configurations, TDM and VoIP telephony enviroments, across multiple locations.


    West Cloud Contact, formerly known as ControlMaxx, is an enterprise contact center solution that empowers your call center staff with a sophisticated set of call handling and reporting tools. It offers unlimited scale of users as well as agility and control beyond outmoded telephony.


    Kate from G2 Crowd

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