10 Best Call Centre Workforce Management Software In 2022

If you are tired of the inefficient softwares that hardly helps you manage your employees and are looking for the perfect call center workforce management software, then do not worry.

In this article, we have compiled a list of some excellent software that you choose depending on your requirements.

Summary


What Is Workforce Management Software?

Best-Call-Centre-Workforce-Management-Software

Call Centre Workforce Management Software is highly essential for call centers because it helps them manage a huge number of employees, track their performance and roaster, help them in training, and more.

The right software does not only make it easier for you to manage your workforce easily but also helps you focus on more important things by reducing unnecessary stress.

Let us have a look at some of the best Call Centre Workforce Management software out there.


10 Best Call Centre Workforce Management Software

Let’s look at some of the best Call Centre Workforce Management software out there.

1) Alvaria – Best Call Centre Workforce Management Software

Alvaria
Alvaria

Rated number one in North America, this workforce management software helps to increase your call center’s operation by providing solutions for planning, forecasting, scheduling, real-time agent tracking, and employee self-service, among many others.

It even helps in employee scheduling for voice, non-voice, or blended processes.

Alvaria is one of the best software that you can choose to hire and manage your staff in the most efficient manner.

Features

  • Provides tracking, agent scheduling, and forecasting.
  • Has a self-service portal for employees to request offs, view schedules, trade shifts, and so on.
  • Provides staff requirement estimates.

User Experience

Alvaria user experience
Alvaria user experience

Rating

4.2 out of 240 reviews on capterra

Pricing

Not disclosed

Pros And Cons

Pros

  • Can schedule breaks with respect to availability.
  • Test schedules against forecasts.
  • Real-time availability of agent tracking.
  • Free demo available.

Cons

  • Can’t batch-delete request from inbox.
  • Mobile app is outdated

2) Talkdesk – Best cloud-based WFH software

Talkdesk
Talkdesk

Talkdesk is a cloud-based next-generation WFH software that is best for companies who are obsessed with customer satisfaction.

It is a great tool for AI-based scheduling and staffing decisions.

This software delivers a great customer experience by providing interactive voice response (IVR), On-Demand Recording, automatic call distribution (ACD), skill-set-based routing, etc., among many other things.

And you know what the best part is? Talkdesk shows the caller’s name, image, purchase history, contact information, etc., in real-time, making it easy for the agent to personalize their conversation for the ultimate customer satisfaction.

Features

  • Access Controls/Permissions
  • Callback Scheduling
  • Reporting/Analytics
  • Queue Management
  • Automatic Call Distribution
  • Alerts / Escalation and more

User Experience

Talkdesk user experience
Talkdesk user experience

Rating

4.5 out of 677 reviews on Capterra

Price

Starts at $65/user per month. 

Pros And Cons

Pros

  • Easy to use
  • Live call tracking and recording
  • Customer centric tools
  • (IVR), On-Demand Recording, ACD, etc

Cons

  • Scattered features
  • Reporting functionality

3) NICE CXone – best cloud-based software

NICE CXone
NICE CXone

This one is the world’s number one cloud-based call center management software offering the best Workforce Optimization, Analytics, Omnichannel Routing, Automation, and AI on an Open Cloud Foundation.

It helps in improving customer satisfaction by connecting the customers and businesses with the help of its efficient channels.

NICE CXone also lets you in increasing employee engagement by personalizing self-scheduling, identifying intraday gaps, and more.

Features

  • Automated Routing
  • Automatic Call Distribution
  • Budgeting/Forecasting
  • Blended Call Center
  • Call Logging

User Experience

NICE CXone user experience
NICE CXone user experience

Rating

4.2 ratings out of 515 reviews on Trustpilot

Price

Starts at $100.00 per month

Pros And Cons

Pros

  • Uses AI Best Pick™ technology 
  • Super easy to use
  • Free demo available

Cons

  • Difficult reporting integrations

4) SwipedOn Pocket – Best Sign-in System

SwipedOn Pocket
SwipedOn Pocket

SwipedOn Pocket is one of the easiest and most effective sign-in systems that exceedingly helps to manage staff, deliveries, manage visitors, etc., by helping you track your employees on-site.

It offers contact tracing, employee and visitor screening questions, a dedicated employee companion app, and more, making it super easy to effective to carry out employee management.

Features

  • Self Check-in and Check-out
  • Alerts and Notifications
  • ID Scanning
  • Pre-Registration
  • Package Tracking

User Experience

SwipedOn Pocket user experience
SwipedOn Pocket user experience

Rating

4.8 out of 279 reviews

Price

Starts at $49.00 per month

Pros And Cons

Pros

  • Real-time data tracking
  • Employees sign in to specific locations
  • Affordable

Cons

  • Does not give the option to sign-in remotely
  • Proximity does not work by  geo-location services, but iPad beacon distance

5) Genesys Cloud CX – Best For Customer Satisfaction

Genesys Cloud CX
Genesys Cloud CX

Built to handle any channel, Genesys Cloud CX makes it easier to improve customer satisafaction.

It seemlessly integrates all channels of interaction be it chat, calls, social media comments, emails, etc. all at one place to effectievly handle and deal with customers.

Features

  • Multi-Channel Communication
  • Surveys & Feedback
  • Campaign Specific Caller ID
  • Negative Feedback Management
  • Customer Segmentation and more

User Experience

Genesys Cloud CX user experience
Genesys Cloud CX user experience

Rating

4.2 rating out of 133 customer reviews on Capterra

Price

Starts at $75 a month

Pros And Cons

Pros

  • Make and accept calls from anywhere
  • 24×7 support
  • Affordable
  • Easy to implement with the existing system

Cons

  • Prone to glitches
  • Confused filtering and sorting capabilities

6) 8×8 Virtual Call Centre – Best integration

8×8 Virtual Call Centre
8×8 Virtual Call Centre

8×8 Virtual Call Centre is a cloud-based WFH solution that offers advanced integration and analytics tools with CRM tools making it super easy to effectively integrate and communicate with your employees.

Features

  • Interoperable team messaging
  • Post-call surveys
  • Queued and Web Callback
  • Skills based routing 
  • Supervisor feedback in real time and more

User Experience

8×8 Virtual Call Centre user experience
8×8 Virtual Call Centre user experience

Rating

4 stars out of 238 customer reviews on Capterra

Price

$125 per user a month

Pros And Cons

Pros

  • Offers unlimited calling within 46 countries
  • Built-in CRM integration and APIs
  • Easy-to-use interface
  • Offers customizable dashboard
  • Offers in depth reports

Cons

  • Needs approval before you start using it
  • Call history not available

7) Playvox – Best AI-powered Workforce Management Software

Playvox
Playvox

This offers call center agent monitoring, a QA platform, and coaching, which is specially designed to improve the performance of the agents.

With the help of its AI-powered forecasting, it controls the omnichannel predictions along with staffing while providing real-time visibility at the same time.

It can integrate with your existing system and help your employees get used to it swiftly.

Features

  • Multi-Channel Communication
  • Third Party Integrations
  • Performance Metrics
  • Surveys & Feedback and more

User Experience

Playvox user experience
Playvox user experience

Rating

Has 4.8 rating out of 88 customer reviews on capterra

Price

Not available

Pros And Cons

Pros

  • Easy to access
  • Gives quick results
  • Fast and reliable
  • Follow up with your QA with ease

Cons

  • Complex feed layout
  • Slow to update data

8) Time Doctor – best for large companies

Time Doctor - Call Centre Workforce Management Software
Time Doctor 

This call center workforce management software can effectively help you to track your employee’s attendance, time, payroll, performance, etc.

Whether you have an in-house team or a WFH team, Time Doctor caters to all and every aspect of hiring.

Time Doctor is majorly used by SMBs and large companies for efficient management of their workforce.

Features

  • Shifts and Schedules
  • Time tracking feature
  • Track payroll
  • Access to productivity report
  • Chrome integration and more

User Experience

Time doctor user experience
Time doctor user experience

Rating

4.5/5 out of 370 + reviews on Capterra

Price

Pros And Cons

Pros

  • User friendly
  • Access individual reports on each employee
  • Let’s you track agents productive and unproductive time
  • Strict privacy

Cons


9) Five9 – best For Quality Management

Five9 - Call Centre Workforce Management Software
Five9

Five9 uses best-in-class AI, which automates interaction and helps your agent deliver a great conversational experience to the customer.

You can use Five9 for performance and quality management, accessing analytics, and more.

It offers management capabilities, including quality monitoring, call recording, real-time and historical reporting, etc.

Features

  • Blended Call Center
  • Alerts / Escalation
  • Automatic Call Distribution
  • Archiving & Retention
  • Automated Routing and more

User Experience

Five9 user experience
Five9 user experience

Rating

3.4 out of 119 votes on consumeraffairs

Price

Not available

Pros And Cons

Pros

  • Display graphs for important data
  • Easy to accept and route calls
  • Integration with ZenDesk

Cons

  • Does not have a very friendly interface

10) Calabrio – best For Multi-channel forecasting

Calabrio - Call Centre Workforce Management Software
Calabrio

Calabrio is an excellent workforce management software that helps improve employees’ performance by streamlining, scheduling, forecasting, and managing tools.

You can use Calabrio for quality management and speech analytics by evaluating the customer response and reaction to improve the overall customer satisfaction score.

Features

  • Multi-channel forecasting
  • Call volume predictor
  • Supports gamification
  • Built-in scheduling optimization and more

User Experience

Calabrio user experience
Calabrio user experience

Rating

Has a rating of 4.3 based on 84 reviews on Capteraa

Price

Not available

Pros And Cons

Pros

  • Call volume prediction prevents overstaffing
  • Good real time interface
  • Excellent scheduling and forecasting tools

Cons

  • A little complex interface

Comparison

ComparisonRatingFoundedFeaturesBBB RatingPrice
Alvaria4.22021Agent scheduling, forecasting, etc.Not accreditedNot disclosed
Talkdesk 4.52011Queue management,
Automatic call distribution, etc.
Not accredited$65 per month
NICE CXone4.21997Automatic call distribution, Blended call center, etc.Not accredited$100.00 per month
SwipedOn Pocket4.22014Package tracking, ID scanning, etc.Not accredited$49.00 per month
Genesys Cloud CX4.81990Negative Feedback Management, Campaign Specific Caller ID, etc.Not accredited$75 per month

Benefits Of Call Centre Workforce Management Software

  • Helps you in reducing labor costs.
  • Helps in tracking performance.
  • Eliminate any payroll errors.
  • Helps in managing leaves.
  • Offers employee engagement opportunities.
  • Helps in giving feedback to the employees.
  • Improves customer satisfaction.

features to look for while choosing workforce software?

A few features that you can look for includes:

  • Forecasting 
  • Agent tracking
  • Cost tracking
  • Shift planning 
  • Workforce scheduling
  • Performance analysis

How We Review Call Centre Workforce Management Software?

In order to review Call Centre Workforce Management Software, we first look at the different features and services that the company offers.

Then we look at what price the service is available.

And lastly, we go through the company’s online reviews and reputation to determine whether it’s worth its salt.


Final Verdict

This was our take on the 10 best Call Centre Workforce Management Software that you can choose to effectively manage, track and review your employees and their performance.

We hope you found one or more perfect matches for yourself.


FAQ’s

Why is Call Centre Workforce Management Software necessary?

Call Centre companies usually have a huge number of employees working with them, and so Workforce Management Software is necessary to manage and keep track of them.

Why use Call Centre Workforce Management Software?

You can use Call Centre Workforce Management Software for the following purposes:

  • To improve customer satisfaction
  • For planning and scheduling 
  • To support employees

Who can use Call Centre Workforce Management Software?

It can be used by the following people:

  • Agents
  • Executives
  • Supervisors 
  • Hr employees and more

What can be some potential issues that I may face with the workforce software?

You can mainly face two kinds of issues:

  • Integration with the current system or software and,
  • Compliance issues

Which is the best workforce management software?

Alvaria is one of the best workforce management software.

USW Overall Rating

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