10 Best Contact Center Workforce Software of 2024 (Updated)


Steve Bennett
Steve Bennett
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Contact Center Workforce Software is one of the most important software you currently need. We know!

Today’s Contact Center Workforce Softwares are incredibly versatile, and because of strong competition, have remained a relatively low-cost investment for most.

Currently, with dozens of options available for Contact Center Workforce Software in the market – finding the right Contact Center Workforce Software of 2024 can be tricky.

So we spent dozens of hours researching and testing everyone we could get my hands on.

Based on our experience with the apps, here are 10 Best Contact Center Workforce Software. Click on any app to learn more about why we chose it, or keep reading for more context on Contact Center Workforce Software.

What is Contact Center Workforce Software?

Companies can use contact center workforce software to manage their call center employees’ schedules, activities, and performance. In businesses where call center responsiveness to incoming calls is critical contact center workforce software helps businesses run the line of business efficiently Managers of customer service call and contact centers utilize contact center workforce software to effectively monitor call quality and manage agents’ time and learning. They can also be used by agents to schedule themselves, submit time off requests, get feedback, and access training resources. These tools are frequently used in conjunction with contact center infrastructure products and can be used to enhance existing customer care tools such as help desk and live chat. A product must meet certain criteria to be considered for the Contact Center Workforce category. Demand for customer calls can be predicted. Based on historical trends, forecast agent staffing levels. Allow agents to create and adjust their own work schedules. Give agents insight into their call volumes and performance. To give management insight into performance and quality, provide analytics dashboards and call recording.

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10 Best Contact Center Workforce Software

1
NICE CXone

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NICE (formerly NICE inContact) is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with NICE CXone. NICE is recognized as a market leader by the leading industry analyst firms. www.niceincontact.com

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2
Talkdesk

Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, deep vertical expertise, and global footprint reflect our commitment to ensuring that businesses everywhere can deliver better customer experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes. Over 1,800 innovative companies around the world, including Acxiom, Fujitsu, Hunter Douglas, IBM, Trivago, Tuft & Needle, YMCA, and 2U partner with Talkdesk to deliver a better way to great customer experience. Talkdesk offers Talkdesk CX Cloud, Talkdesk Industry Experience Clouds, and Talkdesk Phone all on one platform for an integrated holistic customer experience journey that is unified and seamless. Talkdesk CX Cloud™ combines enterprise scale with consumer simplicity, delivering unprecedented advantages of speed, agility, reliability, and security. Along with our flagship CX Cloud, we offer Talkdesk industry Experience CloudsTM which are purpose-built to meet the needs of vertical sectors to improve CX and generate industry-specific business outcomes. We offer the first and only business phone system natively built on a leading cloud contact center platform, which reduces costs and provides a better way for hybrid workforces to deliver great customer experiences. .

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3
Genesys Cloud CX

Customer relationships can be complex, but that doesn’t mean they have to be difficult. Genesys Cloud CX™ makes customer relationships simple. Built to handle any channel, the Genesys Cloud CX™ solution follows the conversation everywhere—turning calls, email, chats and social comments into a seamless conversation. Connect with Customers Genesys Cloud CX™ simplifies the way you connect with customers across channels, providing all the context you need to deliver more personalized experiences and build stronger relationships. Empower Your Teams Give your employees the information they need in a tool they’ll love using. Get an all-in-one application built to engage your employees and boost your team’s performance. Understand Your Business With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located or which channels they handle. Our award-winning software deploys in days, is intuitive to use and continually innovates with upgrades each week. Use it as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. Genesys Cloud CX™ is built for people and built for change. .

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4
RingCentral Contact Center

RingCentral Contact Center is an omnichannel solution that lets customers choose their preferred method of communicating with your company, including voice, chat, social media, SMS, email, and more. Intelligent IVR and self-service options—tightly integrated with smart routing functionality—help customers connect more quickly to the agent who can best handle their needs. Industry-leading tools help you optimize staff scheduling, improve call-center efficiencies, survey customers, and more. Plus, RingCentral Contact Center works seamlessly with Salesforce® and other popular CRM platforms. .

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5
Genesys PureConnect

PureConnect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise, PureConnect lets you replace multiple point solutions with a single platform that supports empowered employees and loyal customers. Do more with less An all-in-one multichannel platform enables you to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership. Speed time to value A single set of broad and deep applications allows you to rapidly deploy and turn on new applications and services when you’re ready— new functionality is built right into existing interfaces. Maximize flexibility and protect investments An open, standards-based architecture gives you the flexibility to tailor applications to meet your unique business requirements. You also protect investments by integrating PureConnect with any existing application. Reduce risk The PureConnect platform reduces your business risk. For cloud customers, you can minimize risk with your own instance of the application, have the option to keep voice traffic and recordings on your network, and control the timing of updates. .

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6
Assembled

Assembled is a workforce management platform that gives modern support teams more accuracy in staffing, more ease and control in schedule creation, and better cross-team visibility into the data that helps them improve performance and advocate for themselves. We integrate with most major contact platforms, Google Calendar, and Slack for a workflow that meets you and your team where you already are. Today, our solution helps customer-centric brands like Stripe, Everlane, Webflow, Imperfect Produce, and GoFundMe craft world-class customer experiences. The Assembled difference: → Speedy onboarding and gold-star success and support → Fast, intuitive, and fully customizable scheduling → Meaningful cross-team visibility → Powerful, accurate, and actionable forecasting → Centralized, robust, and relevant reporting For a demo please visit: https://www.assembled.com/contact. .

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7
8x8 Contact Center

8×8 Contact Center is designed to enable any business to deliver a positive customer experience with a complete multi-channel solution and extensive customer analytics. 8×8 includes interoperable team messaging as a native entitlement to enhance customer service, removing corporate silos that prevent information sharing and degrade customer support. Also included with each agent license is integration with major CRM applications and an Open API for extended third party system connectivity. Key features include: •Integrated voice, web chat, email and social •One-click subject matter expert access •Interoperable team messaging •Skills based routing •Built-in CRM integration and APIs •Customer engagement analytics •Post-call surveys •Co-browsing •Graphical call flow design •Queued and Web Callback •Fully context aware of customer journey •Supervisor feedback in real time •Advanced speech and interaction analytics •Predictive outbound campaigns •Quality, collaborative performance management •Unlimited calling within 46 countries .

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8
CloudTalk

CloudTalk is user-friendly cloud-based phone software for sales and support teams. It is used by startups, scale-ups, SMEs or eCommerce to improve customer experiences and team performance. To achieve this, CloudTalk provides more than 50 advanced calling features. Thanks to seamless integration with the favourite tools (such a CRM, Helpdesk, or e-commerce platforms, etc.), CloudTalk helps companies deliver first-class customer experiences, resulting in the growth of their profitably. Cloudtalk is used by 1000+ happy customers from companies as DHL, Electronic Star or Kärcher. Get started with a 14-day free trial (no credit card required), and see CloudTalk in action. .

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9
Calabrio ONE

As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach. You can seek out the leading-edge tools that are driving transformational WFO best practices in some of the most innovative contact centers. And you can find a true WFO solutions partner to help you maximize the value of those tools and achieve the outcomes that matter most for your business. Calabrio ONE elevates contact center WFO with its seamlessly embedded analytics tools. By bringing together call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics into one fully-integrated software suite, we help companies put their customers first. Integrated analytics helps business users of all backgrounds easily analyze and act upon the data gathered every day in the contact center to improve customer satisfaction, protect your brand, and increase product innovation. Built to take full advantage of agile cloud-based platforms, Calabrio ONE is easy to use, easy to personalize, and provides the insights you need to improve customer and agent experience in your contact center. Find news and information at https://www.calabrio.com/the-new-calabrio-one, and connect with us on LinkedIn and @Calabrio on Twitter. .

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10
NICE Workforce Management

Workforce managers are constantly bombarded by new challenges and organizational demands: Near-constant changes to the forecast and schedule, increased needs from customers, and evolving employee hiring and retention requirements create an environment where it’s difficult to respond quickly enough or understand the best possible action to take. To meet these demands, contact centers around the world are rushing to adopt artificial intelligence (AI)-based workforce management (WFM) tools from NICE. .

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What is the Best Contact Center Workforce Software?

Here are our top picks for the Best Contact Center Workforce Software to try this year.

How to Choose Best Contact Center Workforce Software?

There are a variety of contact center workforce management software options to choose from. Some of the top-rated solutions are Playvox and Dialpad, while others are more complicated. Regardless of your needs, you’ll want a product that can help you optimize your workforce. Here’s how to find the right solution for your business. You should consider four main factors when looking for the best software for your business:

Features: Some contact center workforce management software includes advanced features and functionality, such as metric reporting, predictive analytics, and pipeline management. Using a WFM solution can eliminate the guesswork in staffing strategy, allowing you to make better decisions based on actual customer demand. You can track the time spent on chats, tickets, and calls with the software’s built-in tools, and quickly build complex intraday schedules. The system also can forecast future contact volume and head count months ahead.

A workforce management tool that integrates with your contact center’s management software can help your company manage the size and scope of your workforce. However, not all solutions are suitable for every business. It’s important to choose a vendor that has the right features for your industry and business needs. You should also select a platform that has an easy to use interface and a high degree of customization. In addition, the best contact center workforce management software should be able to integrate with existing business systems.

A contact center workforce management tool can offer substantial CRM automation. This is useful if you don’t have a CRM, but if you’re using it for your business, then this type of software may be the right option. You should choose a vendor whose features match your industry’s unique needs and goals. These features are crucial for your contact center. But be sure to check the features of each program and how well it supports your goals.

The most effective contact center workforce management software should integrate with your existing software. It should integrate with your multichannel strategy. It should have integrated CRM functionality with its various channels. A multichannel strategy will reduce the need for agents to respond to incoming calls. A multichannel solution will make your life easier and boost your bottom line. A well-designed contact center software will ensure that your business’s productivity and profitability are both high.

While Talkdesk CX Cloud is the most popular contact center workforce management software, it can also be costly. Some features of this software will only be useful if your agents work for the same company. Other features can be useful if your contact center is aimed at a specific industry. For instance, integration support is essential if you have multiple locations. The software should also be integrated with your CRM.

While there are several free contact center workforce management software options, you should focus on the features that you need most. For example, a system that can automate the entire call flow is important for your business. Another important factor is ease of integration. If you’re looking for a solution with a large number of agents, you should choose a product that can support this level of complexity. Then you can choose between different types of software.

The best contact center workforce management software will be compatible with your company’s needs. For example, Genesys CX can help you manage your employees remotely and efficiently. With global queues, it supports international expansion. Moreover, it will help you set up new locations in a matter of minutes. This means that it’s a great solution for growing businesses. Its cost is low. There are many different types of cloud-based contact center management software.

While Genesys is a good option for larger companies, it is not the most user-friendly solution for smaller organizations. Generally, Genesys’ Cloud CX is designed for large organizations. It supports both traditional and digital channels. For smaller businesses, the messaging feature is essential. You should consider the platform’s features and the price when choosing a contact center software. There are several reasons to choose a cloud-based contact center management software.

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FAQ’s

What Is Contact Center Workforce Software?

A contact center workforce management software is a program that helps manage the staffing and scheduling of call center agents. It provides data on the number of agents needed, their skill sets and the hours they are needed.

Are There Any Free Contact Center Workforce Software?

If you are looking for free workforce software, you are in luck. There are many free options available. You can find free workforce management software that is designed for call centers, contact centers, and other customer service centers.

Is Contact Center Workforce Software Easy To Learn?

The quick answer is no. The software is not easy to use, but it is not hard to learn either. It is just a matter of taking the time to figure out the system. The software is not difficult to use, but it is not easy to learn either.

Is Contact Center Workforce Software Worth It?

If you’re considering a switch to contact center workforce management software, you’re probably wondering if it’s worth the investment. Contact center workforce management software can help you to manage your workforce, streamline your processes, and increase your productivity.

What Can Contact Center Workforce Software Do?

Contact center workforce software can make your contact center faster and more efficient.It can make your contact center more customer-centric by providing a single view of the customer.It can help you to manage customer satisfaction, reduce customer churn and increase customer retention.

How To Use Contact Center Workforce Software Effectively?

Contact center software is a powerful tool that can help you deal with the complexities of managing and training your workforce. However, it is important to first understand what you are trying to accomplish with your software.

I know you want to use Contact Center Workforce Software, thus we made this list of best Contact Center Workforce Software. We also wrote about how to learn Contact Center Workforce Software and how to install Contact Center Workforce Software. Recently we wrote how to uninstall Contact Center Workforce Software for newbie users. Don’t forgot to check latest Contact Center Workforce statistics of 2024.

Moreover, contact center workforce software aids in agent scheduling and adherence to organizational processes. It provides managers with the tools necessary to create fair and balanced schedules, taking into consideration variables such as agent availability, breaks, and skillsets. This not only ensures an enhanced work-life balance for agents but also positively affects customer experiences and overall engagement levels.

Another noteworthy aspect is the real-time monitoring and reporting capabilities offered by contact center workforce software. Supervisors can leverage these features to monitor agent performance, call quality, and customer satisfaction metrics. This enables them to identify gaps and areas requiring improvement promptly. With agents being the face of the organization during customer interactions, such insights are invaluable for honing individual and team skills and maintaining consistently high-quality customer experiences.

Furthermore, workforce software empowers contact center managers to improve the overall productivity of their teams. Backed by data from workforce software, managers can identify training needs, recognize patterns in customer behavior, and identify proactive steps to improve agent efficiency. For instance, software can help in identifying repetitive issues by tracking customer interactions, thus allowing for targeted training to address those specific pain points. This emphasis on continuous improvement equips agents with the skills and knowledge necessary to handle customer questions or concerns swiftly and effectively.

Additionally, contact center workforce software provides agents with critical tools and resources to deliver customer-centric experiences. These software solutions often come equipped with an array of features, such as knowledge bases, scripts, and easy access to relevant customer data. This empowers agents with comprehensive information, helping them resolve customer inquiries efficiently, decreasing call resolution times, and fostering customer satisfaction.

In conclusion, the importance of contact center workforce software cannot be understated. It serves as a fundamental backbone for robust and efficient customer interactions within contact centers. By ensuring optimal staffing levels, facilitating agent scheduling, providing real-time monitoring, promoting productivity, and fostering customer-centric experiences, this software plays an essential role in driving customer satisfaction, engagement, and long-term loyalty. In a world where exceptional customer experiences are paramount to business success, investing in sophisticated contact center workforce software is not just advisable but necessary for organizations looking to thrive in today’s competitive landscape.

Why Contact Center Workforce Software Are So Important

One of the key reasons why contact center workforce software is so important is its ability to streamline the scheduling process. Contact centers typically have numerous agents working varying hours and shifts, which can make it a logistical nightmare for managers to manually create schedules that meet their needs. Workforce software automates this process by taking into account factors such as agent availability, skills, and performance metrics to generate optimized schedules that ensure adequate coverage and balance workloads.

Moreover, workforce software also allows for real-time monitoring and adjustments to schedules, ensuring that contact centers can quickly adapt to fluctuations in call volume, unforeseen events, or agent absenteeism. This flexibility enables contact centers to be more responsive to customer needs, improving service levels and reducing wait times.

In addition to scheduling, contact center workforce software plays a crucial role in optimizing agent performance. By tracking key metrics such as call volumes, average handling times, first call resolution rates, and customer satisfaction scores, managers can gain valuable insights into individual agent performance and identify areas for improvement. This data-driven approach enables managers to provide targeted coaching and training to agents, ultimately leading to higher levels of performance and customer satisfaction.

Furthermore, workforce software also provides agents with valuable tools that enhance their efficiency and effectiveness. Features such as screen pop-ups with customer information, call scripts, and knowledge bases enable agents to provide more personalized and efficient service to customers. This not only leads to faster resolution times but also improves the overall customer experience.

Another important aspect of contact center workforce software is its ability to provide valuable insights and analytics to contact center managers. By analyzing data on key performance indicators, trends, and patterns, managers can identify areas of improvement, optimize processes, and make informed decisions on resource allocation. This data-driven approach is essential for contact centers to continuously improve their operations and stay competitive in a rapidly evolving business environment.

Overall, contact center workforce software is a game-changer for contact centers looking to optimize their operations, increase efficiency, and deliver exceptional customer service. By automating scheduling, tracking performance, and providing valuable insights, workforce software enables contact centers to streamline their operations, maximize agent performance, and improve the overall customer experience. In today’s fast-paced and competitive business landscape, contact center workforce software is not just important – it’s essential.

In Conclusion

Choosing the best Contact Center Workforce Software is not a difficult task when you have all the details and requirements. Most of the above-mentioned Contact Center Workforce Software have impressive and user-friendly features.

Now, it is up to you which software you’d pick up that meets your requirements.

Consider the effectiveness and efficiency of each Contact Center Workforce Software, including the features and capabilities. You must also evaluate your objectives, required functions, and budget before choosing the right Contact Center Workforce Software of 2024. See which will give a great deal.

If you still have questions about choosing the best Contact Center Workforce Software, leave a comment below. I’d love to assist you.

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