Whether it’s managing a call center in the office or through work from home, it’s quite a challenging position to be in as you are basically in control of managing a call center. As leaders and employees try to satisfy their customers, it’s important to monitor workplace performance and analyze them to enhance the working environment of the call center. Thankfully, the call center workforce can indeed help call centers with the tools they need.


19+ Call Center Workforce Optimization Software

1. NICE inContact CXone

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Rating: 4.8/5

Price: Custom

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2. Talkdesk

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Rating: 4.7/5

Price: Custom

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3. Genesys Multicloud CX

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Rating: 4.3/5

Price: $75/month

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4. Genesys PureConnect

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Rating: 4.7/5

Price: $75/month

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5. 8×8 Contact Center

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Rating: 4.7/5

Price: Custom

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6. Playvox

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Rating: 4.8/5

Price: FREE

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7. NICE Nexidia Analytics

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Rating: 4.5/5

Price: Custom

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8. Five9

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Rating: 4.8/5

Price: Custom

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9. Calabrio ONE

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Rating: 4.7/5

Price: Custom

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10. Verint Workforce Engagement

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Rating: 4.7/5

Price: Custom

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11. Aspect Software headquartered

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Rating: 4.8/5

Price: Custom

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12. NICE Nexidia Predictive Behavioral Routing

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Rating: 4/5

Price: Custom

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13. Calibre

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Rating: 5/5

Price: Custom

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14. Teleopti WFM

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Rating: 4.5/5

Price: Custom

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15. NICE Adaptive WFO

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Rating: 4.3/5

Price: Custom

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16. JustCall

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Rating: 5/5

Price: $20/month

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17. DialSource

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Rating: 5/5

Price: Custom

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18. Vantage Point

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Rating: 5/5

Price: Custom

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19. Eureka

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Rating: 5/5

Price: Custom

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20. XenCALL

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Rating: 5/5

Price: Custom

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What Is Call Center Workforce Optimization Software?

Call center workforce optimization software is an employee performance management software where it forecasts the performance of the call center workforce and provides solutions to optimize the workforce. This contact center optimization software uses data analysis tools to help evaluate the performance of the call center and guide companies on decisions to enhance the workforce.

Benefits

Call center workforce optimization software helps companies to identify their strongest and weakest links within the workforce. The software can also enhance the interaction between the call center employees and customers as the software monitors their work performance. By identifying these links and how employees communicate with their customers through the software, companies can make decisions to better improve their workforce. The software also cuts half of the time and costs needed to evaluate the workforce as call center workforces has many employees that individually evaluating them manually drains the productivity of the workforce that can delay important decision-making situations needed.

Features

Call center workforce optimization software has employee monitoring tools that collect important data about their workforce. These tools can monitor how the employees correspond to customers, how prompt they are with their shifts, how they execute certain tasks, and other productivities during work hours. These tools help measure the employees’ overall performance in the company, which the software can reports these data that can help inform companies on how they can optimize their workforce. Such information is usually data-driven so the software must provide a clear idea to companies on how to read these data. The software also provides tools on how to overhaul their standards in recruiting new employees and the current workplace environment.

  • Employee monitoring tools
  • Workplace optimization tools
  • Data segmentation
  • Tools to establish new standards in the workplace

Top 10 Call Center Workforce Optimization Software

1. JustCall

JustCall provides call centers a cloud phone system where managing call centers is easy and can be done anywhere. JustCall has 16 employees and earns annual revenue of $5.2 million.

2. Verint Workforce Engagement

Verint Workforce Engagement provides tools to companies including call centers that increase employee engagement that can create great customer experiences. Verint has 4,814 employees and earns annual revenue of $698 million.

3. Five9

Five9 helps call centers customers to unlock their customer intelligence with cloud contact software that provides trusted and reliable solutions to optimize their call center workplace.  Five9 has 1,549 employees and earns annual revenue of $434 million.

4. 8×8 Contact Center

8×8 Contact Center provides tools to call centers with its all-in-one inbound call center software that helps companies to strengthen their relationship with their customers. 8×8 Contact Center 8×8 has 1,619 employees and earns annual revenue of $296.5 million.

5. Talkdesk

Talkdesk helps “customer-obsessed: companies to help improve their customer experience management with their innovative software that guarantees satisfaction from customers.  Talkdesk has 1,478 employees and earns annual revenue of $162.5 million.

6. Calabrio ONE

Calabrio ONE uses Amazon Connect to empower their clients with their accurate and reliable workforce optimization software that provides robust and detailed data analytic in improving the workplace culture in call centers. Calabrio has 692 employees and earns annual revenue of $100.3 million.

7. Teleopti WFM

Teleopti WFM provides workforce management software tools to companies to help satisfy their employees and increase their engagement so they can fully perform their duties stress-free. Teleopti has 177 employees and earns annual revenue of $25.7 million.

8. Playvox

Playvox allows call centers to effectively perform their tasks with their contact center software that includes tools such as quality management and workspace planning software. Playvox has 119 employees and earns annual revenue of $17.3 million.

9. DialSource

DialSource provides tools that help employees and representatives to develop good relationships with their customers. DialSource has 45 employees and earns annual revenue of $6.5 million.

10. XenCALL

XenCALL allows their client’s employees to get more leads in their interactions with the customers, which is always good for business. XenCALL has 43 employees and earns annual revenue of $6.2 million.

FAQ

Is call center workforce optimization software the same as workforce analytics software?

Call center workforce optimization software and workforce analytics software have similar purposes and features which makes sense why some call center agents may use a generalized workforce analytics software over specialized call center workforce optimization software. However, it should be noted is that call center workforce optimization has different functionality and has features optimized for analyzing and monitoring work performance within call centers organizations.

How does call center workforce optimization software collect data from customers regarding the performance of the employee?

Companies would often collect data about the consumers’ response to employee performance through customer relationships management (CRM) software such as customer feedback software, customer experience software, and many more. The most direct one that the software would collect is simply through the responses from the customer during the calls between them and the employees. Customers are often asked to score their customer service experience through a star system which they can input their given score correspondent to its respective number on their phone’s dial pad

How much does call center workforce optimization software cost?

Pricing for workforce optimization software usually costs from free to $75 per month or more, with custom pricing available for some software. The pricing varies depending on the features available and its intended target audience. Small businesses will benefit more from a low-cost call center workforce optimization software while large businesses will benefit more from high-cost software.

Managing call centers don’t need to be complicated anymore all thanks to the workforce optimization software. The software is quite smart in consolidating data and converting them into insightful reports to improve the workplace in call centers. WIth great optimization, comes great responsibility.


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