Best Call Center Workforce Management Software Shortlist
Here’s the shortlist of the best call center workforce management software that I’ll cover in this article, with detailed summaries below:
Like any other service industry, call centers need to be properly staffed to ensure your customers are getting the attention they deserve. Since customers expect faster response times from phone calls than any other channel, meeting call volume is critical. Find a solution to ease your staff management concerns with call center workforce management software.
If you have general questions about how the best call center workforce management software works or how to pick the best option for your organization, take a look at my People Also Ask section below. Or, if you’re curious how I prepared this list, see How I Selected the Best Call Center Workforce Management Software below.
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Overviews Of The 20 Best Call Center Workforce Management Software
Here’s a brief description of each call center workforce management software that showcases the tool’s best use case, their noteworthy features, and some pros and cons. I’ve also included screenshots to give you a snapshot of their user interface too.
LiveAgent
Best for call center and help desk in one
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.
Pros
- Simple setup and speedy implementation
- 24/7 customer support available
- High security standards and data protection
Cons
- Not all teams will benefit from full feature set
- Additional cost for social media tools
Talkdesk
Best for agent-focused workforce management
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.
Pros
- Customizable metrics on dashboard
- Easy to track users
- Straightforward, simple UI
Cons
- Delays in ticket generation
- Occasional bugs
Ameyo
Best for virtual and mobile contact center support
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.
Pros
- Control over agent breaks, campaigns, and activities
- No training needed
- Straightforward, user-friendly tools
Cons
- Call recordings are deleted after 30 days
- Report generation is complex
Five9
Best automated, intelligence-driven workforce management solution
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.
Pros
- Very user friendly functionality
- Straightforward to learn and use
- Real-time manager guidance capabilities
Cons
- Complex reporting requires an integration
- Some reports have long load times
Bitrix24
Best for HR automation and collaboration
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.
Pros
- Most features are available for free
- Simple automations and customization
- Complete online communication from anywhere
Cons
- Switching plans can result in locked data
- Premium price point
Genesys Cloud CX
Best for attracting, nurturing, and retaining quality staff
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.
Pros
- Constantly improving features
- Web-based management
- Onboarding process is simple
Cons
- Chat is not PCI compliant
- Slight latency in real-time displays
RingCentral Contact Center
Best for WFM solutions as an add-on
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.
Pros
- Can connect with any device
- Workforce engagement tools
- Powerful customer service platform
Cons
- Workforce management is not the priority
Nextiva Call Center
Best for all-in-one call center support
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.
Pros
- Simple user interface
- Can transfer current lines to new system
- Outstanding customer support
Cons
- Adding or changing service options can be complex
- Analytics could be more accurate
Cisco Unified Contact Center Express
Best for workforce optimization
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.
Pros
- Easy operation and maintenance
- Low barrier for entry
- User training manuals
Cons
- One of the more expensive tools
- Installation takes time
ZIWO
Best for integrating with all your essential third-party tools
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.
Pros
- Self-improvement tools
- Easy to use for self-monitoring
- Automatic country detection
Cons
- No downloadable desktop version
- Difficult to manipulate the analytics
The Best Call Center Workforce Management Software Summary
Tool | Free Option | Price | ||
---|---|---|---|---|
1 | LiveAgent Best for call center and help desk in one | 30-day free trial | From $15/agent/month | Visit Website |
2 | Talkdesk Best for agent-focused workforce management | Free demo available | From $75/user/month | Visit Website |
3 | Ameyo Best for virtual and mobile contact center support | Free demo | Pricing upon request | Visit Website |
4 | Five9 Best automated, intelligence-driven workforce management solution | Free demo | Plans start at $149/month; Custom plans are also available | Visit Website |
5 | Bitrix24 Best for HR automation and collaboration | Freemium version available | From $61 /5 users/month | Visit Website |
6 | Genesys Cloud CX Best for attracting, nurturing, and retaining quality staff | Contact sales for trial and demo options | From $75/user/month | Visit Website |
7 | RingCentral Contact Center Best for WFM solutions as an add-on | Free trial available | From $24.99/user/month | Visit Website |
8 | Nextiva Call Center Best for all-in-one call center support | Free demo available | Plans start at $18.95/user/month | Visit Website |
9 | Cisco Unified Contact Center Express Best for workforce optimization | Free demo available | Pricing upon request | Visit Website |
10 | ZIWO Best for integrating with all your essential third-party tools | Free trial available | From $40/user/month | Visit Website |
Other Options
Here are a few more worthwhile options that didn’t make the best call center workforce management software list:
- PanTerra Networks
Best for versatile workforces with mobile, remote, and hybrid management capabilities
- Alvaria Workforce
Best for facilities planning post-Covid 19
- CloudTalk
Best for integrated call center and customer service solutions
- Salesforce Service Cloud
Best cloud-based software for customer and field service
- Call Center Studio
Best — and only — Google-based contact center software
- Sharpen
Best agent-centric approach to staffing with simplified queue interactions
- Playvox
Best for engaging your agents through motivation tools and incentives
- Avaya Experience Platform
Best for managing interactions from multiple channels
- MaxContact
Best cloud-based call center solution for large teams
- Sales Sling
Best lead-focused call center workforce management software
How I Selected the Best Call Center Workforce Management Software
As you read through my software summaries, you might be wondering how I actually chose what to include on this list. I started building this guide by evaluating a wide range of call center workforce management tools with the highest user ratings. I then compared them to see how they stacked up against one another.
Finally, I honed this list down to just the top 20 by using the selection criteria below. With my years of CX Lead experience, I was able to pinpoint the features that added the most value to ensure I only included those products that best balanced price and usefulness.
Selection Criteria
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best call center workforce management software for this article.
Usability
As you explore various tools for your business, you need solutions to business-wide pain points, as well as everyday problems. But you don’t want solutions that end up complicating your workflow or take too long for your team to learn. I chose software that had simple interfaces, intuitive navigation, and a low barrier for entry.
Standout Features
While many of the best call center software options offer an all-in-one solution for team management and call management, these are not the same. I chose software that placed an emphasis on workforce management as opposed to distributing inbound calls or collecting customer data.
Software Integrations
I know that this software won’t be the only tool you’re using to streamline your day-to-day operations. When looking for the right tools to put on this list, I considered those with the most crossovers and integrations to ensure they would work with what you already have. These are the options that share data to improve business flexibility.
Pricing
So many call center workforce management software options charge based on the number of agents on your team, which means they get more expensive as your business grows. I looked for solutions that offered multiple tiers and customization options so that you could find a vendor that worked for your budget.
People Also Ask
Are you looking for an introduction to call center workforce management software? Here are some of the most frequently asked questions.
What is call center workforce management software?
What are the benefits of call center workforce management software?
What are the key features of call center workforce management software?
Staff Management for Your Needs
With this call center workforce management software breakdown, you can explore a variety of solutions that might meet your needs. If you’re looking for more software guides, The CX Lead is here for you. Explore the blog for more top ten lists and sign up for our newsletter for up-to-the-minute insights from the experts.