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
- Best Call Centre Workforce Management Software –Alvaria
- Best cloud-based WFH software – Talkdesk
- Best cloud-based software – NICE CXone
- Best Sign-in System – SwipedOn Pocket
- Best For Customer Satisfaction – Genesys Cloud CX
- Best integration – 8×8 Virtual Call Centre
- Best AI-powered Workforce Management Software – Playvox
- Best for large comapnies – Time Doctor
- Best For Quality Management – Five9
- Best For Multi-channel forecasting – Calabrio
What Is 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
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
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- Mobile app is outdated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 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
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
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
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 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
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
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
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 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
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
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
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
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
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 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
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 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
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
| Comparison | Rating | Founded | Features | BBB Rating | Price |
|---|---|---|---|---|---|
| Alvaria | 4.2 | 2021 | Agent scheduling, forecasting, etc. | Not accredited | Not disclosed |
| Talkdesk | 4.5 | 2011 | Queue management, Automatic call distribution, etc. | Not accredited | $65 per month |
| NICE CXone | 4.2 | 1997 | Automatic call distribution, Blended call center, etc. | Not accredited | $100.00 per month |
| SwipedOn Pocket | 4.2 | 2014 | Package tracking, ID scanning, etc. | Not accredited | $49.00 per month |
| Genesys Cloud CX | 4.8 | 1990 | Negative 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.
Shefali Jain is a Content Writer & Editor at USWorkforce.org
After completing her graduation in hospitality, Shefali decided to follow her passion and started writing. Shefali has been writing for two years now and contributes to our website as a skilled editor and content writer with strong research skills. Writing product and service reviews, biographies, and book reviews are some of her key areas, among many others in which she specializes. In her time at the organization, she has written and edited content on a range of topics, including employment law, human resources, and business management.
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