Best Workforce Optimization (WFO) Software - Page 2
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Compare the Top Workforce Optimization (WFO) Software as of January 2026 - Page 2
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Call Center Designer
Portage Communications
Determine the optimum number of agents you need for your desired service levels. By hour, half hour, or quarter hour, determine the ideal number of agents and lines to handle the peaks and valleys of your call traffic for each day of your work weeks. Display, print, or export to Excel. You enter in the call volumes and expenses of your call center, the number of calls, arrival period, average talk time, after-call work time, maximum caller wait, desired service levels. You will then view Call Center Designer's performance statistics or print them. You may also save all your entries and the calculated statistics to files that can be recalled later. All calculations and graphs may be transferred to Excel or Word with a couple of mouse clicks. Call Center Designer uses customized versions of the Erlang C and Erlang B probability algorithms for staffing and trunking calculations.Starting Price: $179.95 one-time payment -
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CallMiner Eureka
CallMiner
CallMiner Eureka leverages Artificial Intelligence (AI) and Machine Learning (ML) to analyze every customer interaction, across all channels, and automatically uncover actionable intelligence. We are continuously improving and expanding CallMiner Eureka products in an effort to provide our customers with the right, most updated tools to maximize ROI. Analytics workbench, discovery, category and scoring configuration. Agent/supervisor portal, direct performance feedback. Real-time monitoring & alerting, agent next-best-action, API/message driven. Audio capture for efficient speech analytics. PCI and sensitive data redaction from audio and transcripts. Data extraction, audio / contact / data ingestion, app development. Brings speech analytics data story to life. Elevate the customer experience. Communicate via your customer’s preferred channels. Power your business with customer insights. Optimize outcomes. -
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Verint Workforce Engagement
Verint
Leapfrog the competition with AI-powered tools built for the future of your workforce. Engage and manage your contact center, back office and branch teams. Today’s workforce includes humans and bots handling multiple complex requests across diverse channels and multiple locations. With Workforce Engagement, you can: Balance employee schedule flexibility with optimal staffing levels Measure and improve the quality and compliance of interactions Gather rich insights about conversations across all engagement channels Provide AI-powered assistance in real-time for optimal outcomes Verint Workforce Engagement is a Customer Engagement Platform with AI and automation at its core providing best of breed capabilities to manage, analyze, and improve customer engagements. A platform that is designed for the hybrid workforce, spans all customer engagement use cases instead of just the contact center, and is built on an open architecture. -
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Calabrio ONE
Calabrio
Calabrio ONE gives you the complete toolset to unlock the tremendous value buried within your customer interaction data and use it to transform your entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed how you choose—in the cloud, on-premises, or in a hybrid environment. Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward. Capture every interaction. Hear every voice. Record every call, every time. Seamlessly integrate Calabrio ONE with best-of-breed channel systems. Create a central command center for your contact center. -
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Eleveo
Eleveo
Global, award winning contact center compliance & workforce optimization solutions. Compliance recording can protect your company from theft, litigation & fines. Sleep well knowing Elevēo has you covered for everything from voice calls to land mobile radios. Remove, or anonymize details from data collected to stay in compliance. Archive datasets based on configurable rules and automatic categorization. Supervise your teams voice interactions with customers in real-time. Detailed audit logging for every system action with simplified extracts for compliance reviews. Your support, sales & back-office business transactions are critical. Protect your interests by recording everything into a single place with automated categorization by type, source, and customer where any interaction can be easily reviewed. We have been recording voice calls for decades. All over the world our solutions are trusted. -
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Calibre
HigherGround
Calibre is a best-in-class call recording solution that transforms captured interactions and associated metadata into decision-enabling intelligence. A reliable and full-featured business improvement tool, Calibre improves performance, productivity, and customer satisfaction as well as minimizes risk, reduces operational costs, and enhances profitability. Built with reliable, high-quality digital recording and intelligent architecture, Calibre is a customizable solution that meets customers’ needs in any size contact center. Backed by quick and professional certified technicians and I’m Alive™ proactive monitoring, customers can deploy Calibre with confidence. Calibre is built with Advanced API and event triggers to prevent the archiving of sensitive data, and it enables adherence to strict security standards. Communications are secured with multi-layer algorithms and data encryption to restrict access and protect confidential information.Starting Price: $15000 one-time payment -
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Click2Coach
Envision Telephony
Our award winning Click2Coach solution helps with upfront training of agents, using real customer interaction scenarios and examples of how to handle different customer interactions. Once agents are on the floor, handling phone calls or omnichannel interactions, ongoing coaching is what develops highly engaged and effective agents and exceptional customer experiences. Coaching is an ongoing effort that drastically improves the effectiveness and productivity of agents. Coaching an agent is similar to coaching a sports athlete, where stellar performers are developed with ongoing coaching that refines skills and motivates. The smallest adjustments can deliver huge gains in performance. Agents who receive coaching and objective feedback also refine their skills, improve their effectiveness, stay engaged and deliver a better customer experience. -
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AgentTime
Portage Communications
AgentTime™ call center scheduling software is an easy-to-use, affordable solution for call center workforce management. With our AgentTime software, you import your call volume forecasts and average call lengths by time period. AgentTime will create optimal weekly schedules for your agent groups. Our AgentTime call center scheduling software includes Portage’s powerful Call Center Designer and SimACD call center staffing software. These two modules are used to calculate optimal agent levels for each time period for your workweeks. Call Center Designer predicts your staffing requirements and other performance statistics for each time period in your workday using established Erlang-C formulas. SimACD then refines these calculations allowing you to test and try out different numbers of agents in a computer-simulated automatic call distributor (ACD) before creating the schedule. Our intuitive user interface lets you create weekly schedules. -
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OpenText Contact Center Analytics
OpenText
OpenText Contact Center Analytics transforms every customer interaction into actionable insights by analyzing conversations across voice, chat, email, and other digital channels. Its AI-powered engine reveals patterns, behavioral trends, and hidden issues that impact customer experience. With multilingual support and unified cross-channel visibility, the platform helps organizations understand the full customer journey. Built on more than 40 years of contact center innovation, it supports large-scale operations with up to 75,000 agents on a single platform. Integrated quality tools enable teams to quickly improve service, guide coaching, and optimize performance. The result is a clearer understanding of customer needs, contributing to better outcomes and strengthened loyalty. -
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Activate an intelligent, cloud-based contact center to power next-level customer experiences while minimizing costs. With dedicated solutions to match your business needs, Cloud Contact Center can help you seamlessly move from legacy, capital-intensive contact center services to a more flexible cloud-based or hybrid solution that drives customer retention and increases revenue. Avoid large capital outlays and buy only the services you need. Scale your services quickly during call traffic peaks and valleys. Simplify management through a single vendor with 30+ years of contact center success. Streamline omnichannel customer interactions, improve outbound sales campaigns and support dispersed agents with a single, cloud-based solution. Carrier-grade network and a fully redundant platform. Touch-tone or multilingual speech-recognition caller interfaces. Integration with standard databases, customer relationship management (CRM) systems, and 42 types of private branch exchange systems.
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ice Contact Center
Computer Talk Technology
ice Contact Center is an all-in-one customer communications solution, designed to serve all of your contact center needs. Stay ahead of the curve by providing more than just a simple call center. Evolve into an omnichannel contact center solution with enterprise-class features. An all-in-one solution lets you invest in your platform and infrastructure once. No need to add technologies or support diverse systems. Know which processes need to be updated and when with over 100 pre-built reports and a highly configurable monitoring tool. Add social media and mobile channels to your contact center so customers can reach your where it is most convenient for them. ice Contact Center was developed with users and customers in mind. This means that we provide an all-in-one solution to meet all of your needs, enabling you to serve your customers effectively. -
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ICR Evolution
ICR Evolution
Whether you’re an SMB or FTSE100, a utilities or financial services business, whether you have 10 or 600 agents, own a telemarketing or customer service operation, ICR Evolution has a solution to help you tend to your customers´ every need in a productive fashion. Reduce propensity to contact and increase your First Contact Resolution rate with our scripting and templating features, allowing you to provide unified communications. Our software is so easy to use that it will not only reduce agent burn-out but also free up more time to focus on full customer assessment, preventing repeat contacts. The ICR software includes several dialing modes (predictive, progressive, preview and agentless), allowing you to choose the most relevant option for each of your telesales campaigns. All your agents need to do is focus on how they´ll collect the money, the evolution software takes care of the rest!. -
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VoiceBase
VoiceBase
Our customers discover new ways to lower call center costs, maximize revenue, and minimize compliance risk with our flexible, scalable solutions. Using AI, Natural Language Processing, and Intelligence Tools, we turn raw unstructured call data into structured, rich data for analysis. Make better business decisions from every sales, service, or marketing conversation. Voice Analytics software to transcribe contact center calls and organize the data for actionable insights. Automatically transcribe recordings with natural language processing (NLP). Analyze, inspect and categorize calls with our industry-leading query solution. Automatically detect and redact sensitive data PCI / PII data from the audio and transcript. Includes 40 paralinguistic metrics such as silence, overtalk, dynamism & sentiment. Detect and predict complex behavior with high accuracy using machine learning. Analyze chat, email, CRM, and support data for a complete view of customer interactions. -
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Star2Star
Star2Star
Save money on our new Bundles and our Remote Work solutions, plus get 5 months of free service, $10K to cover early termination fees, and more! The easiest way to connect from anywhere. Work Remote, and Work Together with the best quality audio and video experience for your business. A one-stop shop for all your communication needs. The cutting-edge software platform for team collaboration. Star2Star's cutting-edge team collaboration software platform for hyper-productivity. It’s a one-stop-shop for all your communication needs. Seamless Productivity & Collaboration From Your Browser. Seamless, Single Number Service & Texting. Business Voice provides superior VoIP quality, reliability, and flexibility for customers in need of an intuitive, easily deployed solution. Experience a pure cloud communications solution that streamlines and simplifies your operations. Business Voice is the ultimate cloud communications platform for any business in need of seamless, ultra-flexible connectivity. -
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IQService
Quest Analytics
When customers and members need real help, they call to talk to a live person. IQService is the solution community banks and credit unions use to automate, track, and document customer interactions from the contact center and the branch. IQService is a memory resident toolbar that provides access to each feature within one or two mouse clicks. Our customers tell us this software is super easy to use. While non-intrusive to the calling process, it helps contact center and branch associates quickly get answers to complex customer questions. Want to see a consolidated view of customer balances, services and the overall relationship, NO Clicks. It is right on the toolbar. IQService raises the bar by providing core banking system integration. Maybe you are using Fiserv, Jack Henry, FIS, Finastra, or other core banking systems. IQService integrates with the core banking application and automates the call research process while at the same time documenting every inbound call. -
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NICE Employee Engagement Manager (EEM) is a key component of the NICE Intelligent WFM SuiteTM, a full-lifecycle WFM offering, which delivers intelligent automation solutions to the WFM domain of intraday management. EEM automatically optimizes staffing after WFM schedules are published, both intraday and up to several weeks into the future. By identifying staffing variances in advance, EEM reduces or eliminates friction before it can materialize. Fix staffing gaps – EEM intelligent automation proactively, automatically and continuously identifies intraday gaps, determines who can fill them, personalizes schedule change offers and updates all schedules. Boost employee engagement – EEM intelligent automation personalizes self-scheduling with preapproved intraday and near-term options; offers around-the-clock multichannel self-scheduling access; and enables “push” offers of up-to-the-minute shift change opportunities, desktop alert popups and mobile in-app notifications.
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iTouchVision
iTouchVision
We believe that offering a unique, flexible and responsive platform, especially as Field Service Management solution, will ensure that you can deliver the ultimate customer service. All-in-one platform to manage incoming calls, provide online support, chat, SMS, self-service application synchronisation, emails and social media integration for end-to-end customer management. Multi-platform mobile applications to manage your field workforce. Empower the mobile workforce to receive, queue, schedule, accomplish, update and notify their job orders on the move. Achieve a smooth life-cycle management of service requests and tasks with iTouchVision’s Service Desk Solution. Schedule and manage all back-office operations with effortless and automated administration workflows. Our highly configurable platform will meet most of your business needs, but an off the shelf solution will never meet your business process 100%. Where our platform does not meet your full requirements. -
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Cisco Webex Workforce Optimization provides integrated capabilities for team performance management to enhance our Unified Contact Center Express and Webex Contact Center product offerings. To provide efficient, effective, customer-focused service, supervisors must have the data and tools to manage team performance and deliver exceptional customer experiences. Increase first call resolution and team productivity with scalable voice and screen call recording and quality evaluation solutions. Free managers from scheduling headaches so they can focus on strategic improvements and engage with real-time feedback. Gain data-driven insights from speech and desktop action analysis to improve customer experience and drive revenue. Webex Workforce Optimization integrates directly with Cisco Unified Contact Center Express and Webex Contact Center solutions to enhance and transform the supervisor experience and create a contact center of excellence.
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Arkis
Arkis
Arkis is a cloud-based Agent Performance Enhancer suite that enables the contact center to focus on behaviors that lead to better results. Features include Dashboard Reporting, Learning Management, One-on-One coaching, and Knowledge Management. Reduce time to competency and increase retention, measure agents KPI performance goals across multiple systems, deliver needed compliance training and provide agents fast access to knowledge articles while on a call. Manage the one-on-one coaching session process with ease. Arkis Coaching Management is designed to initiate, schedule and manage this essential practice. Use our best-practise templates, or create your own, to deliver a consistent, high quality coaching experience.Starting Price: $5 per user per month -
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Aspect Performance
Aspect, an Alvaria Brand
In order to achieve your business goals, you need to ensure your call center agents, managers and supervisors are in alignment. With Aspect Performance, you can compute historical and real-time metrics and present them in ways most useful to the role of each user — allowing employees to understand where they need to take action for improvement or where targeted coaching should be applied to ensure goals are aligned and achieved. Leverage pre-built reports, dashboards and KPIs to get an in-depth view into how resources are performing against operation and strategic objectives. Visualize data through intuitive and interactive charts, heatmaps and graphs that help you understand the root cause for performance shortfalls. Give call center supervisors the information they need to understand agent deficiencies and the tools to enable both ad hoc and automated coaching. -
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Level AI
Level AI
Augment your agent and QA team performance with an intelligence system for the modern contact center. Trusted by customer service leaders across the world. Coverage and quality of feedback your agents deserve. Provide the right amount of coverage for your agents, from 1% to 100%. Real-time conversation monitoring and assistance. Access deep conversation understanding and rich enterprise integrations. Real-time knowledge support. Support your agents with the right answers from across your enterprise. Customizable scorecards integrated with AI analytics. Review, score and analyze agent performance with an integrated AI-driven QA flow. We answer your greatest challenges in a remote world when your heroes are spread across the globe. When monitoring conversations at scale is hard. AI reviews interaction performance for key business scenarios. When agents have to answer questions in seconds. Real-time answers to customer questions from across the enterprise stack. -
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Kova
Kova
Kova specializes in making every customer interaction an effective one. Using our software solutions, we can help your contact center reduce average handle times, provide vital speech analytics & customer sentiment reports, and collect valuable customer data to help further enhance future interactions. Manage your call center employees with insightful scheduling, real-world training, and productivity tools. We know how expensive it is to get new customers, so keeping your current ones happy is a key to success. Kova recording solutions for contact centers provide a high-performance platform for the multimedia recording, evaluation, and archiving of calls. One simple interface gives your team access to audio and screen recordings, quality assurance scoring, speech analytics, and more so you have the information needed to ensure your customers stay your customers. Uses context-sensitive, dynamic customer surveys to capture information across different channels of contact. -
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Orgvue
Orgvue
Orgvue has the power to bring people and business data to life through a richer, more visual organizational design and workforce planning experience. For every design and planning challenge, we have a solution. Orgvue puts an organizational structure in place to ensure you have the right people, in the right place, at the right time. Helping you bridge the gap between workforce demand and supply. Organizational design with Orgvue is an ongoing and cyclical process of continual improvement, with access to best-in-class methodology on a single platform. Through a combination of SaaS and advisory services, Orgvue helps you establish the target demand and manage gaps between workforce supply and demand. In a constantly changing world, Orgvue has the design and planning capability to shift your organization's structure, size, and talent in response to change. Deliver promised value with Orgvue as your workforce planning platform. -
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DVSAnalytics
DVSAnalytics
DVSAnalytics delivers secure call recording and screen recording solutions, engineered to adapt to your organization’s specifications and scale with your growth. Improve customer service, maintain compliance, reduce risk and liability, settle disputes, verify customer orders and gain key insights. Analytics by DVS provide greater insight into your contact center. DVS Speech Analytics converts audio recordings into searchable data to deliver rich business intelligence about your business and customers. Desktop Analytics uses metadata from third-party applications, such as CRM platforms or communication platforms to categorize interactions in ways meaningful to your business. DVSAnalytics quality management provides evaluation and coaching tools to continuously improve the outcome of each customer interaction. Review interactions, trigger automated coaching based on evaluations, and motivate agents with easy contest management. -
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Issio
Issio Solutions
Issio is a company dedicated to delivering the latest technology and outstanding customer support to VA Health System frontline employees, managers and leadership. Issio’s technology is designed to be easy to learn and use and to help every individual who interacts with it. Issio’s ultimate goal is to help our users optimize efficiency, communication, safety, and quality of care. Issio meets the FedRAMP security requirements and is an authorized cloud service provider for the federal government and VA. Our support staff is with you on every step of your journey of growth, starting the moment you make the switch from spreadsheets or any other staffing software. -
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nGAGEMENT
nGUVU
Recognized as a trusted provider of cutting-edge gamification and employee engagement software solutions, nGUVU leverages behavioral analytics and machine learning to create sustained agent engagement for contact centers. With its mission to revolutionize the contact center industry, nGUVU's engagement solution helps build a better everyday work experience for agents. Powerful and scalable, nGAGEMENT by nGUVU is a cloud-based employee engagement and gamification platform that helps motivate call center employees and improve their performance. Key features include leaderboards, contest management, reward management, activity tracking, badge management, reporting, predictive analytics, results tracking, and so much more. -
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Rotageek
Rotageek
Rotageek helps businesses perfectly predict and meet demand by using data-driven tech to effectively and fairly schedule staff. Using personalised algorithms and machine learning to identify patterns that would otherwise go unnoticed - Rotageek provides best-in-class business forecasting and workforce management. -
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Voci
Medallia
Companies engage with customers by phone more than any other channel, and these interactions represent a gold mine of untapped information. Listening to every customer call is costly and time-consuming and not physically practical. As a result, only a fraction of randomly selected calls is typically reviewed. These voice interactions reveal the true voice of your customers and enable you to get to the heart of their concerns. With our highly accurate, automated speech-to-text transcription, you can transform your unstructured voice data into transcripts that can be integrated into your analytics platforms. Voci enables you to improve agent quality monitoring, enhance the customer experience, extract competitive intelligence and ensure compliance. -
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OneContact CC
Collab
A 360º contact center solution that combines multiple communication channels: voice, video, e-mail, social media, and chat (WhatsApp, Facebook Messenger, and Bots), all in the same interface. Simple, intuitive, and customizable interface. Includes all channels: voice, E-mail, Whatsapp, Facebook, chatbot, and video. Excellent audio quality, notification mechanisms and chat with supervisors. Monitor agents and teams in real-time. Wallboard views of the call center’s performance. Conjugate the best contact center capabilities with CRM information to deliver exceptional experiences. The CC is synched with your customer’s journey, giving agents the data they need to provide personalized and smooth customer support. OneContact CC integrates seamlessly with the leading CRM providers. Multichannel contact management system, which allows to the creation and maintains a clear view of the profile and interaction history for every client. -
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To engage the customer in today’s digital world means creating a single, unified experience across every channel they choose to use to connect with you. From calls and email to chat and social messaging, delivering seamless service has never been more complex. IFS Customer Engagement software solutions enable businesses to deliver a faster, smarter service whatever the contact channel. By combining an omni-channel contact center with CRM in a single, configurable, AI-powered agent desktop, support staff are empowered to deliver rapid service however complex the request. Bringing together disparate sources of customer data from multiple systems, alongside all contact channels, your agents can deliver customer engagement seamlessly, while simultaneously banking productivity gains. To win in the service market requires excellence in customer care. But what does it take to modernize the contact center and deliver smart self-service?
