20 Best Call Center Workforce Management Software

LiveAgent is a multi-channel help desk software that helps customer support teams manage their tickets and streamline their operations. It has full call center functionality and can handle email and chat support operations as well.

Why I picked LiveAgent: As tickets stream into the software, they're auto-assigned to the right agent to ensure a timely and helpful response. The system's shared inbox gives teams a visual overview of all ongoing support requests, whether they're being handled by phone, email, or live chat. Smart spam filtering and automated responses can also be set up in the software, helping to save your team time on manual repetitive work.

In addition to its call center and help desk capabilities, the software can be used to build and manage a self-serve knowledge base for your customers. Having support documentation available and accessible right in your help desk makes it that much easier to send relevant documents and articles out to customers in real-time while agents are on the phone with them. You can even set up forums for customers to exchange among themselves and help each other out with best practices and troubleshooting.

LiveAgent Standout Features & Integrations

Features include two-way calling, call routing, call recording, automated ticket assignment, multilingual live chat, customer forums, content management, customizable knowledge base themes, and a WYSIWYG content editor.

Integrations include ActiveCampaign, BigCommerce, Clockify, Cloudtalk, Gmail, Jira, Magento, Pipedrive, Shopify, Slack, Trello, Twilio, and Webflow.

This workforce management platform strives to deliver more efficiency and better teamwork through automated forecasting and scheduling, personalized agent coaching, and adherence monitoring.

According to Gartner research, Talkdesk workforce management tools can increase productivity by 19%, decrease attrition by 25%, and improve customer satisfaction by 11%. In addition to proven tools like analytics and insight, they keep innovating with new features to keep up with the modern world, like GPT-4.

Talkdesk offers work management solutions for business process outsourcers, small and medium businesses, and enterprise-level organizations. Companies can search for tools by role, solution type, and business size to create a custom plan that best suits their needs. They also offer custom solutions for financial, retail, and healthcare services.

Talkdesk Standout Features and Integrations

Features include intelligent forecasts, automated scheduling, analytics and insights, omnichannel support, mobile app, and agent request chatbot. The mobile app comes with 24-hour access and support.

Integrations include Freshdesk, Google Contacts, LiveChat, Nimble, Rippling, Salesforce Sales Cloud, Slack, Shopify, Zendesk, and Zoho CRM.

Ameyo is a leading customer service experience and contact center provider that has the tools businesses need to manage their agents and improve customer interactions. Many companies choose Ameyo for their customer support needs, some of which have experienced a 60% increase in productivity.

When integrated with a workforce management system, Ameyo enables organizations to address customer needs through improved training, comprehensive agent monitoring, and deep call tracking. The map conversation journey is an especially useful tool, as it can preserve the context of the conversation and help agents better understand customers.

Ameyo offers flexible plans to support startups, SMBs, and enterprise organizations across a number of industries, including banking, BPO, education technology, insurance, healthcare, and ecommerce.

Ameyo Standout Features and Integrations

Features include enterprise contact center, cloud contact center, remote call center, video contact center, mobile contact center, Truecaller verified ID, and Google My Business Messages.

Integrations include Google My Business, FieldEZ, Freshdesk, Knowmax, LeadSquared, Salesforce, Sugar CRM, WhatsApp, Zendesk, and Zoho CRM.

Five9 is a cloud-based contact center and performance management solution that helps with scheduling, adherence, intraday updates, and forecasting. With real-time data, this WFM software applies automated tools that smooth over bumps in the road. 

This platform offers more flexibility to agents and representatives with automated scheduling that takes shift bidding and skills-based requirements into account. Once agents are part of the workflow, managers can track their work in real-time to ensure they’re staying focused and empower them with added support as needed.

Five9 provides options for healthcare, financial services, retail, higher education, and customer service needs with plans for enterprise, mid-market, and small businesses. You can also search solutions by role to find the right tools for agents, supervisors, or overall business strategy.

Five9 Standout Features and Integrations

Features include multiskill and multichannel forecasting, automated preference scheduling, multiple change notification channels, mobile app, and agent portal. The agent portal comes with shift bidding, schedule change and time off requests, notifications, and alerts.

Integrations include AgencyBlock, CallSource, Dynamics 365, ExecVision, Freshdesk, Gong.io, Grow, Shelf, Velocify, and Zendesk.

In addition to CRM, project management, and collaboration tools, Bitrix24 also offers HR tools and workforce management automation for remote and in-office teams. Bitrix24 has a resume that includes over 12,000,000 organizations that use their tools for productivity, communication, mobility, management, and leadership.

Part of what makes Bitrix24 such an attractive option for many users is that it replaces all current SaaS tools and offers simple migration of data that comes from other systems. This employee scheduling platform also offers a social-style environment, which allows agents to create profiles, like and comment, share content, and message one another.

Bitrix24 offers solutions for various industries of all sizes, including solo operations, small businesses, and enterprise-grade organizations. They have experience in several industries, including legal, retail, travel, restaurant, remote work, storage, and transportation.

Bitrix24 Standout Features and Integrations

Features include work time and tracking reports, clocking in and clocking out, HR automations, and actionable insights and analytics. HR automations include robotic process automation (RPA), automation for routine workflows, and smart process automations (SPA).

Integrations Dropbox, Instagram, Mailchimp, Miro, RingCentral, Stripe, WhatsApp, Xero, Zapier, and Zoom.

The Genesys Cloud CX WFM solution strives to elevate the agent experience to ensure higher employee engagement and better customer support vs. customer service. Companies that have used Genesys Cloud CX to improve company culture saw a 70% reduction in time processing requests and a 45% increase in employee satisfaction.

One of the tools Genesys Cloud CX offers for staff engagement is gamification, where employees can access scorecards, leaderboards, and dashboards that are focused on improving visibility and participation in KPIs. And with a personalized development hub, agents are empowered with the tools they need to improve.

Genesys Cloud CX offers solutions for SMBs, mid-level organizations, and enterprise-grade companies. They also focus on targeting business needs with solutions that address a variety of industries, including banking, government, healthcare, retail, and insurance.

Genesys Cloud CX Standout Features and Integrations

Features include employee performance management, workforce forecasting and scheduling, quality assurance and monitoring, speech and text analysis, long-term workforce planning, and employee engagement tools through gamification.

Integrations include AgenTrak, Azure Active Directory, Boost.AI, Google Workspace, Gong.io, Infobip, Stella Connect, UserVoice, Zluri, and Zendesk Suite.

RingCentral Contact Center is primarily call center software with some additional features that can solve other pain points in an organization. With the premium Contact Center plan, businesses get inbound and outbound call management, ACD and IVR, omnichannel capabilities, WEM (workforce engagement management), AI, and UCaaS.

The workforce engagement management solution is not the primary purpose of RingCentral Contact Center, but it exists as a way to ensure higher employee efficiency and productivity. This feature is based on gamification, allowing agents to complete challenges, earn points, and win prizes set by management.

RingCentral Contact Center offers solutions for startups, small businesses, and enterprise organizations, as well as targeting specific industries. They have experience creating custom plans for nonprofits, construction and real estate, financial services, healthcare, and education.

RingCentral Contact Center Standout Features and Integrations

Features include ACD with skills-based routing, advanced IVR with visual flow designer, over 90 real-time and historical reports, quality management, and workforce management.

Integrations include Appy Pie, Box, DropBox Business, Freshdesk, LiveAgent, Microsoft 365, Microsoft Excel, Zendesk Suite, Zoho CRM, and 300 more integrations.

Nextiva Call Center offers all-encompassing communications for a variety of business applications. With business phone services, CRM solutions, and analytics that help find actionable insights for business growth, Nextiva strives to help businesses build deeper connections with their customers through versatile, flexible tools.

This platform is about bringing together all communication channels and providing the best customer feedback software together in a central place that all employee levels can access. Agents can keep track of the customer's experience and managers can check essential KPIs and agent performance to ensure the entire company is on the right track.

Nextiva Call Center offers solutions for growing small businesses, as well as enterprise-level organizations. Users will find several tiers and plans that take into account the size of the organization when it comes to per user pricing.

Nextiva Call Center Standout Features and Integrations

Features include intelligent cloud contact center, business phone system, customer feedback management, social media management, and reputation management for an all-in-one tool.

Integrations include Bullhorn ATS & CRM, Dynamics 365, Five9, Google Workspace, HubSpot CRM, Microsoft Teams, NetSuite, Rippling, Zendesk Suite, and Zoho CRM.

As a WFO solution, Cisco focuses on automating workloads and optimizing application resources across all IT channels. With a real-time decision engine built for hybrid cloud environments, the entire team can access everything they need from wherever they happen to be. Cisco has a three-pronged approach that highlights visibility, insight, and action.

Even companies that aren’t working with a lot of staff can use this workflow management solution to maximize efficiency and keep track of workload placement, capacity, and scaling so no one employee or system gets overwhelmed. With full stack visibility and application-driven resourcing, users can ensure better performance and infrastructure utilization.

Cisco can support small and mid-size businesses in various industries, including education, utilities, government, healthcare, manufacturing, oil and gas, and transportation. A couple of their unusual industry-specific solutions include smart buildings, mining, and entertainment.

Cisco Unified Contact Center Express Standout Features and Integrations

Features include call center tools, employee coaching tools, knowledge base management, progress tracking, real-time reporting, and interaction tracking.

Integrations include App Dynamics, Cyber Vision, DNA Center, Intersight, Meraki Platform, Nexus Cloud, Security Cloud, ThousandEyes, vManage, and Webex by Cisco.

As an omnichannel cloud contact center, ZIWO stands out as a platform that integrates with a variety of third-party tools, including any preferred WFM system. It also has all the essential contact center features, including communication through phone, SMS, and WhatsApp.

ZIWO conveniently has ready-made plugins with most CRM systems and other apps because of its API architecture. It can also connect over 140 countries around the globe so that users can expand their reach to new geographies, staffing onsite or remote. Additionally, ZIWO delivers live KPIs and statistics for enhanced agent oversight.

This call center management platform offers solutions for small and medium businesses, as well as custom plans for enterprise organizations. It’s a versatile option that works on web, android, and iPhone devices for more flexibility.

ZIWO Standout Features and Integrations

Features include omnichannel contact center solutions, customer view tools, full API, and call history and tracking. All tools are designed to empower customer service agents to work more efficiently.

Integrations include Calabrio, Freshdesk, Foodics, HubSpot, Intercom, Kommo, Microsoft Azure, Pipedrive, Zapier, and Zendesk. The open API also allows integrations with many other apps.