Best Workforce Optimization (WFO) Software for Windows

Genesys Cloud CX is a comprehensive, cloud-based contact center solution designed to deliver exceptional customer experiences across various communication channels. Built with scalability and flexibility in mind, it integrates voice, chat, email, social media, and messaging platforms into a unified interface. The platform leverages advanced AI and analytics to provide real-time insights, automate routine tasks, and personalize interactions, ensuring efficient and effective customer engagement. With its robust workforce management tools, businesses can optimize staffing and performance while maintaining high service standards. Genesys Cloud CX is designed for seamless deployment and adaptability, making it an ideal solution for organizations of all sizes looking to enhance their customer service capabilities.

Intradiem is the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. Our powerful technology acts as an automated manager for the contact center with rules triggered in real-time by actual center conditions. We power over 1.2 billion automated actions annually and have saved our customers over $160 million in the past 2 years.

The Cloud Phone System of choice for modern sales and support teams. End clueless conversations by adding context to every call. Call software, virtual numbers, SMS campaigns, native CRM integrations, and lots more at just $25 per user. - 100+ integrations with CRM & Business tools - Click to call from CRM - Go live in 70+ Countries - SMS Workflows & Automation - 3 sales dialers to choose from - Call queueing and forwarding - Comprehensive analytics - Conversation intelligence & much more Get 70% off on your first month!

Dixa is customer service software that empowers brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform, enabling brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have all the context they need to provide fast, efficient, and effective customer service every time.

MaxContact is suitable for sites from 6 – 1000+ users, with clients around the world in all sectors including BPO’s, financial services, utility providers and many more. MaxContact is a proven supplier to some of the market leaders in these fields.

Artificially intelligent omnichannel contact center software to help enterprises. A flexible, enterprise-ready solution to thrive in the contactless world. Easy-to-use, powerful cloud-based call center software to be up and running in hours. 360-degree customer support with omnichannel ticket management. Humanize your Contact Center Interactions with Video Chat. A simplified and secure debt collection software to accelerate your debt recovery. Integrate real-time communications without owning or building a system. Faster conversions and reduced queries with conversational marketing. Increase Call Pick-up Rate with Truecaller for Business. Schedule a callback request for a world-class customer experience. Read, learn and enlighten from the best learning resources at your disposal.

VCC Live is an Enterprise Cloud Contact Center software provider that for more than 10 years has been consolidating its presence internationally as a reliable business solution for companies dealing with wide-range customer communications through a variety of channels, including Phone, SMS, Email, Webchat, and Social media. Know more about our solution: https://vcc.live/

Sales software that helps you close more on every call. Sell more, optimize your sales team, and grow your business with Balto. The first live call guidance software. Balto is the first real-time call guidance software. Powered by AI, Balto analyzes speech on both sides of the call and immediately delivers critical information to reps using Balto. Balto, tracks 100% of your calls. Tracking conversations means there’s always clear data on which reps say what they are supposed to, what questions or value propositions convert best, and how you can optimize. Included with Balto is an easy to use data studio that allows for deeper insights into call strategy. Reps making calls get automatic real-time call guidance, so they always know the best thing to say and can close more deals. Scale insights at the push of a button. Deliver excellent conversations every time. Prevent mistakes before they happen.

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.

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.

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.

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.

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.

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?

Our software allows contact center operations staff to make changes to Call Taker skills configurations without having to rely on other contact center support organizations that would normally perform these changes for them. Provides capabilities to manage, monitor & track Call Taker availability in real time. Provides contact center operations the ability to address unexpected Call Volume Fluctuations & Arrival Patterns. Facilitates the ability to future schedule recurring projects & initiatives. Enables the ability to temporarily manage Call Taker "On-Phone" availability schedules. Allows operations to temporarily adjust Call Taker skills configurations without IT assistance. Automatic roll-back of all temporary changes made to Call Taker skills configurations.

Vantage Point is Pipkins’ premier enterprise workforce management (EWM) product, featuring comprehensive scheduling, forecasting, and planning functionality for complete enterprise-wide, front office, back office, multi-site, contact center workforce management (WFM) and performance management. At Pipkins, we understand that details matter with every contact. Vantage Point uniquely handles every contact that comes into organizations, including calls, chat, text message, e-mail, and back office work items. Pipkins utilizes our own state-of-the-art algorithms developed by founder, Dr. James Pipkins. The use of these algorithms makes Vantage Point simply the most accurate forecasting product on the market, enabling companies to solve complex operational issues in today's multi-faceted omni-channel workforce management environments. Vantage Point gives organizations a proven WFM solution with the ability to automate processes and reduce costs.

Mobideo is a global hi-tech company transforming the way industrial workforces operate and perform. By digitalizing work processes and leveraging cloud, big data analytics, mobility, and machine learning technologies, it enables owner-operators in asset-intensive industries to achieve unprecedented levels of operational excellence and increased profitability. The company’s flagship product, MobideoSTO, is a dSTO (digital Shutdown, Turnaround, Outage) Operating System that establishes a fundamentally different way for turnaround groups to manage the full STO lifecycle. Built on experience in over $3 billion of STO projects in the refining, chemical, and power industries, it directly addresses the dynamic and complex nature of STOs and dramatically improves manageability of the key factors that determine STO success – scope, cost, schedule, quality, and EHS. Founded in 2008, Mobideo meets the highest industry standards and is ISO 27001 cybersecurity certified.

Ansapoint is a Windows software tool to can help you work out how many agents you need at your call center in order to answer your incoming calls according to service targets that you specify. It will also estimate the number of trunks that should be connected to your call center to handle the peak incoming traffic. Its unique graphical interface, charting tools and printed reports allow you to design call center workforce requirements quickly and easily. Ansapoint works on all versions of Windows, both 32 and 64 bit.

TelStrat WFO provides world-class workforce optimization functionality via an easy-to-use interface. Engaging and managing your teams well is essential to optimizing your biggest investment and exceeding customer expectations. A workforce optimization program – supported by the right software – is the answer. And Serenova offers that solution through on-premises and cloud WFO software. Accurately and easily schedule skilled agents to meet service levels. Predict future requirements and use wizard tools for simple forecasting. Let agents enter schedule preferences and see performance via the My Time web-based agent portal and mobile app. Improve agent motivation and performance using gamification features.