20 Best Workforce Management Software for Call Center

What is Workforce Management Software and What are the Top 20 Workforce Management Software for Call Centers?

What is workforce management software?

As HR processes expand, modernize, and evolve, workforce management has grown into a formidable challenge. The best workforce management software will have functions that handle everything from call center optimization to HR information systems , time tracking, leave management, onboarding, benefits administration, and payroll systems, to name a few!.

To help you with everything from employee engagement to time and attendance management, I’ll review some of the best and most reliable workforce management tools in this article. I’ll also describe the strengths of each workforce HR software package so you can decide if it’s right for you.

Depending on who you ask, workforce management software (also known as WMS or WFM software) refers to any digital solution created to support the daily activities of the workforce.

Many typical HR processes are likely to be included, including schedules, job expectations, performance management, absence management, task management, and payroll software.

Some WMS may be able to do all of the above to varying degrees and be a jack of all trades. Others may focus on a small number of professional services, or in certain circumstances, focus on just one.

WFM Software Comparison Criteria

Here is a list of my evaluation criteria:

User Interface (UI): Workforce management requires the ability for the user interface to provide intuitive self-service to employees when needed and convenience for HR departments. As a result, the interface needs to be updated in real-time, simplified navigation, and reflect a contemporary and aesthetically pleasing workflow.

Usability: Since extensive WMS training often results in high labor costs, it is critical that any software is easy to use for a mobile workforce and/or HR department. Training should be provided on time, comprehensively, and readily available, and adequate ongoing customer service support should be provided.

Workforce management software should be able to integrate (plug-in or API) with popular applications for recruitment, job lifecycle automation, budgeting, employee time and hour tools, shift scheduling software, and artificial intelligence.

This is important because workforce management software is usually just one part of a larger SaaS machine. Is it easy for the software to integrate with a wide range of third-party applications and services?

Value for money: Workforce management software pricing should be reasonable, adaptable, and open to the needs of both large and small businesses. Bonus: Are call center support, a mobile app, and other features included in the price?

Key Features of WFM Tools

Support for multiple platforms, especially mobile devices: Since workers may bring their own devices or have a preferred platform, a WMS should be independent of operating system and device.

Access real-time time clocks from anywhere The ability to effectively manage time while on the road is becoming increasingly important for today's mobile, remote, and hybrid workforce.

Automated reporting of critical metrics is required because managers must navigate large or remote workforces quickly and efficiently. They also need access to ROI metrics and KPIs.

Remote Management Supervision - Managers must have the authority to contact and follow up with agents at all organizational levels.

The bottom line is that your employees are your asset, so you must allocate resources to talent acquisition and ongoing training.

Maintaining an operational contact center depends on efficiency.

Call center labor management software is also among the simplest ways to increase call center productivity.

With workforce management software, you can assign the right agents to the right seats at the right times.

Additionally, it can help with workforce analysis, real-time staffing adjustments, and accurate call volume forecasts.

Not sure which software is perfect for your call center?

Don't worry. We've already done the work for you.

What are the benefits of workforce management software?

Using a workforce management software in a contact center or call center has the following four benefits:

Track progress on important metrics
The right agents can be assigned to specific incoming calls using skill-based routing and prediction in some WFM solutions.

This can improve the customer experience by resolving issues faster. It also improves the efficiency of your operations.

And since your contact center is powered by a WFM system, you can simply track these changes in terms of your financial KPI and other important metrics.

Better Employee Engagement Options
Using desktop and mobile applications, workforce management software enables you to monitor employee hours.

This way, you can see who is working a lot, who is able to handle a heavy job, etc. Agents can then ensure adequate work breaks, vacation time, opportunities to switch shifts, etc.

Not only does this avoid employee burnout, it also keeps workers inspired to go above and beyond their job descriptions and give customers a better experience.

Lower Labor Costs
Some workforce management technologies are able to predict how many calls a center will make in a given month. Based on the data, you can reassign agents to balance customer demand with available agents.

By avoiding redundant labor, you can save money on salaries and reduce operating costs.

Eliminate Payroll Errors
A workforce management system can be used to speed up the payroll process. The best software will accurately track agent hours and enable you to generate payroll automatically.

It is especially useful when determining billable hours because it greatly reduces manual effort while avoiding errors or disputes caused by people.

Final Thoughts In any contact center where timely response to incoming inquiries is critical, workforce management software can be a game changer.

It can be used to optimize workforces, improve agent engagement, speed up processes, and generate reliable reports. Call center agents can use the same platforms to monitor their productive hours, self-schedule, get feedback, or seek time off.

So why wait?

Try one of these WFM tools, like Time Doctor, to ensure your contact center workforce management is implemented as effectively as possible.

Avaya OneCloud UCaaS

Avaya OneCloud UCaaS product
is an on-premises, cloud-based contact center system, Avaya OneCloud UCaaS (formerly Avaya Aura Contact Center), serving all organizations in a variety of industries.

With the help of advanced outreach algorithms and processes, the system allows users to provide regular callers with individualized experiences.

In order to market, sell and upsell products to callers, agents can use inbound and outbound capabilities with the help of algorithms. It also helps agents receive money, schedule service appointments and offer promotions and discounts.

Performance Management is delivered by Avaya OneCloud UCaaS and records, evaluates, and saves customer interactions to identify areas for improvement.

Additionally, it provides voice analytics, scorecard assessments, automated coaching, and client feedback. The module helps users achieve compliance goals for legal requirements such as PCI, GDPR, and MiFID.

Performance Management is delivered by Avaya OneCloud UCaaS and records, evaluates, and saves customer interactions to identify areas for improvement.

Users can drive performance, operational efficiency, and customer behaviors first with the platform helping users identify patterns. AI-powered agent assistance and advice are other features. Phone, forum, and online ticketing are available for support.

https://youtu.be/0eXwgmVymb8

3CLogic Software

3CLogic's leading cloud contact center platform revolutionizes business communications for both customers and employees.

Built on AWS, the system delivers advanced, scalable speech-enabled capabilities to top CRM clients including ServiceNow, Salesforce, and MS Dynamics.

Using IVR, CTI, AI, SMS and dynamic speech analytics, 3CLogic, with facilities across five continents and serving Global 2000 clients, drives digital transformation by enhancing CX, operational efficiency and insight reporting.

8x8 call center software

Small to medium-sized organizations can use a cloud-based contact center solution offered by 8x8 called Virtual Contact Center. This solution enables multiple forms of engagement, in addition to contact center operations, including voicemail, email, web callback, web chat, and more.

A feature called Global Queue is provided by the virtual contact center and uses skill-based routing to personalize interactions. This reduces turnaround times by directing consumers to agents with the right skill set.

Real-time monitoring of call center operations is possible, and metrics analysis is possible with historical data.

Personal Agent Connect is a feature offered by Virtual Contact Center that enhances communication between agents and customers. In order to settle tickets, the solution enables agents to give customers their phone numbers.

It also offers other call center features including IVR, CTI, voice recording, and audio recording.

A virtual contact center can be designed to interact with other business applications and provide integration with customer relationship management (CRM) solutions.

AireContact Program

AireContact, a cloud-based contact center solution, provides contact center management and collaboration tools for multiple communication channels. Users of the software can develop campaigns, control dialers, and handle call queue overflow. It serves organizations of all sizes.

AireContact users can handle communications across multiple channels, including email, live chat, text messages, and social media feeds, thanks to the platform’s inbound and outbound call center functionality.

(Facebook, Twitter, LinkedIn). “SimplyTALK,” a component of the software, enables users to manage agent interactions and consolidate caller information in one place.

Additionally, AireContact offers Cloud Dialer, which enables customers to manage campaigns, assign leads, and track campaign results in a real-time dashboard while uploading contact lists from Excel files.

SimplyWISE, an add-on module in AireContact, enables managers to oversee their teams' interactions and outcomes, assign tasks, and view incoming and outgoing conversations.

Seller provides installation, setup and training assistance.

Bright Style Program

Cloud-based contact center software called Bright Pattern helps businesses manage multi-channel service across inbound and outbound voice, email, chat, and social media.

Bright Pattern offers CRM connectors and grows from 5 to 10,000 concurrent agents to help serve customers.

Bright Pattern supports multiple channels, including voice, chat, web, social media, and service desks. Any web browser can be used by customer support teams to access customer information.

Skills-based call routing can help teams meet customer needs by directing support requests to the appropriate team member.

In the event of a system failure, Bright Pattern Contact Center also has automated call forwarding.

For example, Bright Pattern will automatically redirect a call to a new server if the server goes down while a customer support agent is on the line, preventing the call from being dropped.

ChaseData CCaaS Program

ChaseData CCaaS provides standalone, cloud-based contact center capabilities with built-in customer service and support. It's designed for teams working in outbound, inbound, and hybrid contact centers.

Automated, predictive, preview and progressive dialing are all calling options. Automatic call distribution ensures that calls are routed correctly according to a set of rules that include preferred languages, skill levels and training.

Many of ChaseData’s features were built based on consumer feedback. Administrators can track different components of a campaign thanks to admin-level security settings.

Agents can review digital calls later if needed, and the system administrator always has access to all calls because they are indexed on the server for at least 90 days.

Both on-premises and cloud deployments of ChaseData CCaaS are options. It works well for contact center teams of all sizes, from small to large.

Nextiva Call Center Software

Businesses large and small can benefit from Nextiva’s reliable contact center solution. For inbound and outbound call campaigns, Nextiva Contact Center enables businesses to set up a contact center in the cloud. Small businesses can now get enterprise functionality at an affordable cost.

Nextiva Contact Center offers a wide range of capabilities to manage incoming and outgoing calls. Advanced call routing, call queues, hold music and announcement messages are some of the most important features.

Scheduled reports, management alerts, and dashboards are a favorite among businesses with more sophisticated requirements. The web-based contact center solution offers a wide range of expert contact center features. Without expensive equipment, customers can create their own contact centers.

Talkdesk Programs

By using Talkdesk's cloud-based call center service, businesses may save on customer support expenses while increasing customer satisfaction.

Callers are sent to the agent most appropriate to meet their needs based on customizable data using Interactive Voice Response (IVR), Automated Call Distribution (ACD), and skills-based routing.

Talkdesk personalizes discussions by displaying the caller's name, photo, contact information, purchase history, and contact history in real time in the agent's browser.

Each time a new contact calls, the system automates the creation of a new profile. Talkdesk provides an email with call information, voicemail recording, and transcription when a call is not answered.

With call monitoring, call recording, and real-time and historical reporting, managers and agents can also make data-driven decisions.

Several applications are integrated with the system, including InfusionSoft, Salesforce, Desk.com, Zendesk, and Shopify. Per rep, per month, cost. Support is available via phone, email, and knowledge base.

VanillaSoft

VanillaSoft is a cloud-based sales management solution that integrates CRM, lead management, and telemarketing tools to help sales teams manage their day-to-day activities.

By using lead generation, nurturing, and queue-based triage tools, VanillaSoft enables customers to manage sales pipelines and win new business.

To manage lead tracking, auto-dialing, email marketing, appointment setting, and call recording.

The information required to track sales campaigns is displayed on the management dashboard in real time. Multiple variables or input fields can be used in lead scoring so that different sales conversion paths can be tracked.

The solution provides pre-defined email templates for management. The information is captured in the call log and reported by VanillaSoft through which emails were accessed. According to Email Drip, automated emails are delivered based on specific triggers.

Many different industry sectors, including banking, professional services, education, hotels, business services, and non-profits, can use VanillaSoft. Email, phone, and other online resources are used for support.

Five9 Software

For inbound, outbound, hybrid and multi-channel contact centers worldwide, Five9 is an all-in-one cloud contact center solution.

Five9 agents can deliver customer experiences across phone, email, chat, mobile, social media, and more with actionable AI.

While Five9 Genius draws on customer intent data to give agents next-step suggestions before they pick up the phone, Five9 Engagement Workflow is AI-powered and combines NLP and intelligent routing to direct consumers to the right agent.

To triple the agent's conversation time, there are four call modes that can be adjusted to skip busy and no-answer signals.

To free up agents for high-value interactions, routine customer inquiries can be handled by Five9’s IVR using speech recognition. Use real-time metrics and dashboards to track, evaluate, and report on contact center performance , and automatically sync all interactions to your CRM.

The call center may be up and running within a few days and scaled up or down as business requirements dictate.

The best workforce management platform in the world is Deel.

Paylocity website

Best for employee performance management

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Oracle HCM Cloud

Best for Mobile Workforce Management

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the pig

Best Integrated Workforce Management Platform with HRIS and Payroll

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SAP Success Factors

Best Healthcare Workforce Management Software

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SumTotal Workforce Management

Best app for workforce learning

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Calabrio Workforce Management

Best Workforce Management Software for Call Centers

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Blueyonder

Best for remote workforce management

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Masrawy Sat

20 Best Workforce Management Software for Call Center