Ensure that your customer support teams are in top shape and keep them motivated enough to take on customer inquiries and provide seamless customer interactions by employing top-notch workforce management methodologies. Breeze through its complicated process and maximize results to heighten the quality of your customer service with robust contact center workforce software.  


21+ Contact Center Workforce Software

1. NICE 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. Avaya OneCloud CCaaS

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Rating: 5/5

Price: Custom

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4. Genesys Multicloud CX

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Rating: 4.2/5

Price: $75/month

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5. Genesys Cloud CX

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Rating: 4.6/5

Price: $75/month

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6. Dixa

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Rating: 5/5

Price: Custom

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7. NICE Workforce Management

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Rating: 4.3/5

Price: Custom

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8. Genesys PureConnect

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Rating: 5/5

Price: $75/month

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9. Five9

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Rating: 5/5

Price: Custom

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10. Aspect

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Rating: 4.3/5

Price: Custom

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11. Calabrio ONE

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Rating: 4.7/5

Price: Custom

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12. CloudTalk

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Rating: 5/5

Price: $20/month

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13. JustCall

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Rating: 5/5

Price: $20/month

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14. Intradiem

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Rating: 4.8/5

Price: Custom

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15. VCC Live

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Rating: 4.7/5

Price: $51.99/month

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16. Ameyo

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Rating: 5/5

Price: Custom

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17. Altitude Xperience

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Rating: 5/5

Price: Custom

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18. CallFinder

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Rating: 5/5

Price: Custom

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19. Sharpen

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Rating: 4.8/5

Price: Custom

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20. Fuze Contact Center

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Rating: 5/5

Price: Custom

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21. Injixo

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Rating: 5/5

Price: $345.45/month

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22. Squaretalk Platform

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Rating: 5/5

Price: Custom

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What Is Contact Center Workforce Software?

Contact center workforce software is a digital solution designed to help its end users manage and evaluate the performance and activities of contact center agents. It provides a centralized platform that integrates needed controls and functionalities in one location. With this functionality, managers and agents can access and get updates regarding essential information in real-time. Also, it has digital tools streamlining the complexities of employee shift scheduling and enhancing team collaboration.

You can also use this software solution for easier task delegation and employee performance management tasks. In addition, it measures KPI and gathers essential data analytics to track employee productivity and gain better insights for developing agent engagement strategies. 

Benefits

Equipping this technology as one of the modern solutions in your digital toolkit will give you the ability to manage repetitive and complicated processes involved in contact center workforce management with just a few clicks. Also, its workflow automation capabilities lighten your workload and cut costs, allowing you to spare more time and resources on more essential business aspects.

Features

The lengthy list of available choices presented in the software market requires you to learn about current workforce management trends and identify the gaps in your processes to select which one is most suited for you to equip. It is crucial to remember that the software of your choice affects your daily operations and can ultimately impact your business health. That said, ensure to study your options deliberately and look into essential factors to test out their compatibility and evaluate whether or not they can provide services that align with your needs. The following are features you should consider:

  • Powerful reporting tools
  • Workforce planning capabilities
  • Employee scheduling functionalities
  • Feedback management tools
  • Internal communications platform
  • Compliance monitoring functionalities
  • Employee monitoring tools

Top 10 Contact Center Workforce Software

1. Genesys Cloud Cx

This digital solution offers an activity dashboard and call scheduling capabilities to its users. They have a generated revenue of 1.4 billion dollars and have 5,935 people in their team. 

2. Five9

When you use this software, you can use live chat and online voice transmission functionalities. They have 983 employees and have a revenue of 521.7 million dollars.

3. Aspect

Aspect is a cloud contact center software with gamification rewards tools and an analytics platform. They have employed 1,300 people and have 410 million dollars in generated revenue.

4. NICE CXone

With this software, you can streamline activities such as labor forecasting and workflow management. They have 280 million dollars in generated revenue and have 1,000 employees in their team.

5. Talkdesk

With this call center workforce solution, you can use tools for unified communications and call monitoring. They have 1,714 employees working for them and have 162.5 million dollars in generated revenue. 

6. Calabrio ONE

You can access call recording and blended call center capabilities in this software. They have a generated revenue of 106.6 million dollars and have 735 people working for them. 

7. Intradiem

Time tracking and employee activity monitoring tools are examples of features in this digital solution. They have employed 152 people and have generated a revenue of 22 million dollars. 

8. Dixa

This remote work software has task management and remote support features. They have 70 people working for them and have 10.2 million dollars in generated revenue.

9. JustCall

JustCall provides its users with video conferencing and lead management tools. They have 115 people working for them and have 7.8 million dollars in generated revenue.

10. CloudTalk

CloudTalk is a telemarketing solution with queue management and call routing capabilities. They have 56 employees in their team and have a generated revenue of 3.6 million dollars. 

FAQs

What are tips for workforce optimization?

One of the helpful tips to optimize workforce management practices is to measure performance analytics and other actionable metrics to determine the strengths and the areas that need improvement in your strategy. Also, take advantage of digital platforms to streamline employee communication and simplify the lengthy process of time and attendance tracking.

Why is workforce management essential for contact centers?

Incorporating agile methodologies in managing your agents will ensure that you have enough competent agents to cover for each shift to ensure high levels of customer satisfaction. Also, it helps forecast customer demands which improves workforce planning strategies. In addition, workforce management in contact centers motivates your employees to achieve expected daily productivity and performance.

What are the responsibilities of a workforce analyst?

Workforce analysts are responsible for making essential staffing plans to ensure optimal results and achieve customer success. This job position also entails studying employee performance analytics and customer demands to make accurate forecasts and data-driven decisions. In addition, their job description involves curating reports and mapping issues and potential risks to develop better methodologies.

With the existence of innovative software solutions nowadays, customer demands continue to change along with the shift in the business landscape. As they say, modern problems require modern solutions. That said, ensure your daily organizational operations go off without a hitch and provide exceptional customer service by securing the best contact center workforce software today.


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