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 scale (based on market share, vendor size, and social impact) 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
  • High Performers are highly rated by their users, but have not yet achieved the market share and scale 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, Genesys PureConnect, 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
High Performers
Nice incontact
8x8 cloud contact center
Calabrio one
Aspect workforce management
Genesys pureconnect
Genesys pureengage
Market Presence
Linked in no background

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