# Best Call Center Workforce Management Software - 2026 Reviews & Pricing > Find the best Call Center Workforce Management Software for your organization. Compare top Call Center Workforce Management Software systems with customer reviews, pricing, and free demos. Source: https://www.softwareadvice.com/call-center/workforce-management-optimization-comparison --- [Home](https://www.softwareadvice.com/) / Call Center Workforce Management Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best Call Center Workforce Management Software of 2026 Updated July 16, 2026 On this page 1. Popular Comparisons 2. Buyers Guide 3. Related Software Filter products 59 results ### Compare Products Showing 1 - 25 of 59 products #### Company Size - Self-Employed - 2-10 - 11-50 - 51-200 - 201-500 - 501-1000 - 1000+ #### Pricing Options - $$$$$ - $$$$$ - $$$$$ - $$$$$ - $$$$$ ### Compare Products Sort by **Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. ### Product: Gong.io [Gong.io](https://www.softwareadvice.com/call-center/gong-profile/) 4.81 [(561)](https://www.softwareadvice.com/call-center/gong-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Gong is an AI-based revenue intelligence platform that helps businesses centralize revenue workflows in a unified platform. The platform caters to a wide range of industries, empowering sales, customer success, marketing, and revenue operations teams to drive productivity, predictability, and pipeline growth. Gong's key features include AI-powered engagement and forecasting capabilities. Gong Engage let stakeholders use AI to inform the engagement strategy and eliminate redundant tasks and ineffective outreach. Gong Forecast powers the revenue operating rhythm with more customer data, enabling organizations to drive forecast accuracy and organization-wide actionability. The platform also enables teams to simplify data management and provides comprehensive customer insights through the Gong Data Engine, which automates data capture, mapping, and protection across the revenue lifecycle. Gong's AI capabilities map insights to the specific business context, informing critical decisions.... [Read more](https://www.softwareadvice.com/call-center/gong-profile/) ### What users love - In-depth call review capabilities - Driving measurable sales outcomes - Detailed conversation analytics tools ### To take in mind - Transcription accuracy and delays - Recording reliability and privacy issues ### Best rated features: Data Visualization 5.0 Trend Analysis 5.0 Sales Automation 5.0 Sales Trend Analysis 5.0 ### Worst rated features: Sales Onboarding & Training 1.0 Call Scripting 3.0 Sales Pipeline Management 3.0 [See all features](https://www.softwareadvice.com/call-center/gong-profile/#key-features) ### Product: Playvox [Playvox](https://www.softwareadvice.com/crm/playvox-profile/) 4.78 [(109)](https://www.softwareadvice.com/crm/playvox-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Enhance contact center productivity using Playvox Workforce Engagement Management. Maintain service excellence with precise staffing forecasts. Playvox WFM streamlines forecasting, scheduling, and reporting, driving cost savings and service improvements through instant insights. Implement Playvox QM, harnessing AI, gamification, and automation for efficient scoring and feedback, elevating customer interactions. Integrate AI to expedite issue resolution, replacing manual procedures. Monitor vital KPIs to fulfill customer requirements and financial objectives, securing long-term satisfaction and prosperity.... [Read more](https://www.softwareadvice.com/crm/playvox-profile/) ### Best rated features: Reporting & Statistics 5.0 Collaboration Tools 5.0 Workforce Management 5.0 Sentiment Analysis 5.0 ### Worst rated features: Real-Time Reporting 3.0 Alerts/Notifications 4.0 [See all features](https://www.softwareadvice.com/crm/playvox-profile/#key-features) ### Product: Kixie PowerCall [Kixie PowerCall](https://www.softwareadvice.com/call-center/kixie-powercall-profile/) 4.63 [(295)](https://www.softwareadvice.com/call-center/kixie-powercall-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Kixie: AI-Powered Revenue Communication for High-Performing Teams Kixie is a next-generation revenue engagement platform that helps teams connect with leads and customers effortlessly. By combining AI, automation, and seamless CRM integration, Kixie transforms the way businesses handle calling and texting—enhancing productivity while keeping conversations personal and impactful. Effortless CRM Integration for Maximum Efficiency Kixie works natively with top CRMs, allowing teams to get up and running in seconds. No complicated setup, just an intuitive system that enhances workflows, improves response times, and helps teams engage with prospects and customers at scale. Outbound Sales: More Conversations, More Deals Boost outbound sales productivity with Kixie’s powerful dialing and texting automation. Designed to increase connection rates by up to 400%, Kixie equips your team with: ✔️ AI-Powered Local Presence Dialing for better answer rates ✔️ Multi-Line PowerDialer with AI-driven Human Voice Detection ✔️ Spam Risk Reduction to keep calls reaching the right people With Kixie, reps spend less time dialing and more time closing deals. Marketing: Engage and Nurture Leads at Scale Speed matters in marketing outreach. Kixie ensures your team connects with leads instantly and nurtures them effectively through: 📞 Automated calling and texting for immediate follow-up 📩 Personalized, scalable outreach without added manual effort Marketing teams can accelerate conversions while maintaining meaningful engagement. Inbound Sales & Customer Success: Handle High Volumes with Ease Keeping up with inbound calls and messages shouldn’t slow your team down. Kixie streamlines inbound workflows with: 🔹 Intelligent CRM-Based Call Routing for seamless customer connections 🔹 Shared SMS Inboxes & Auto-Responses for faster team collaboration 🔹 Call Queues & IVR to improve customer experience and reduce wait times By automating the busywork, Kixie helps Inbound Sales & CS teams triple productivity while maintaining a human touch. RevOps & Leadership: Gain Insights, Optimize, and Scale Revenue Operations and Sales Leaders can track performance in real time with advanced analytics, including: 📊 AI-powered Conversation Intelligence for coaching and strategy refinement 🎧 Live Call Monitoring & Coaching to support reps in the moment 📈 Data-Driven Reporting to identify growth opportunities With Kixie, leaders get the tools they need to build, scale, and refine high-performing teams. 🚀 Ready to take your revenue team to the next level? Get started today with a free trial at kixie.com.... [Read more](https://www.softwareadvice.com/call-center/kixie-powercall-profile/) ### Best rated features: SIP Trunking 5.0 Sales Activity Management 5.0 Call Queues 5.0 Third-Party Integrations 5.0 ### Worst rated features: Automatic Outbound Dialer 1.0 Call Conferencing 3.0 Call Scheduling 3.0 [See all features](https://www.softwareadvice.com/call-center/kixie-powercall-profile/#key-features) ### Integrated Custom Pricing available upon request ### Professional Custom Pricing available upon request ### Outbound PowerDialer Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/call-center/kixie-powercall-profile/#pricing-and-plans) ### Product: Talkdesk [Talkdesk](https://www.softwareadvice.com/call-center/talkdesk-profile/) 4.53 [(733)](https://www.softwareadvice.com/call-center/talkdesk-profile/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) and skills-based routing, callers are routed to the agent who is most qualified to meet the needs based on customizable data. Talkdesk displays the caller's name, image, contact information, purchase history and contact history in the agent's browser in real-time so they can personalize their conversations. The system automates tasks, so a new profile is created whenever a new contact calls. When a call is missed, Talkdesk sends an email containing call data, a voicemail recording and a transcription. Managers and agents are also able to make data-driven decisions with call monitoring, call recording, and real-time and historical reporting. The system integrates with several different programs including InfusionSoft, Salesforce, Desk.com, Zendesk and Shopify. Price is per rep per month. Support is offered via knowledge base, email and phone.... [Read more](https://www.softwareadvice.com/call-center/talkdesk-profile/) ### What users love - Intuitive interface and workflow - Reliable call clarity and analytics - Responsive and helpful assistance ### To take in mind - Dependence on strong internet connection - Inconsistent audio and device issues - Frequent dropped and missed calls ### Best rated features: Online Voice Transmission 5.0 Callback Scheduling 5.0 Voice Mail 5.0 Workflow Automation 5.0 ### Worst rated features: Alerts/Notifications 2.7 Call Conferencing 3.0 SIP Trunking 3.0 Predictive Dialer 3.0 [See all features](https://www.softwareadvice.com/call-center/talkdesk-profile/#key-features) ### Product: Salesforce Service Cloud [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) 4.46 [(825)](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions. Key features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers. Service Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences.... [Read more](https://www.softwareadvice.com/crm/service-cloud-profile/) ### What users love - Centralized and efficient support - Flexible integration capabilities - Comprehensive sales tracking tools ### To take in mind - Outdated and complex interface - Steep learning curve for users - Expensive for small businesses ### Best rated features: File Sharing 5.0 Proactive Chat 5.0 Inventory Management 5.0 Issue Tracking 5.0 ### Worst rated features: Inspection Management 2.0 AI Copilot 2.0 [See all features](https://www.softwareadvice.com/crm/service-cloud-profile/#key-features) ### Free Suite Custom Pricing available upon request Upto 2 users ### Starter Suite $25.00/month ### Pro Suite $100.00/month [See full pricing details](https://www.softwareadvice.com/crm/service-cloud-profile/#pricing-and-plans) ### Product: Calabrio ONE [Calabrio ONE](https://www.softwareadvice.com/product/231268-Calabrio-One-Suite/) 4.52 [(263)](https://www.softwareadvice.com/product/231268-Calabrio-One-Suite/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabrio ONE are now offered through Verint CX Automation Platform – with expanded AI capabilities, deeper integrations, and the same focus on agent experience and customer outcomes. The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model. Powered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive automation across self-service, agent support, analytics, quality, and workforce engagement.... [Read more](https://www.softwareadvice.com/product/231268-Calabrio-One-Suite/) ### Best rated features: Queue Management 5.0 Call Tracking Metrics 5.0 AI/Machine Learning 5.0 Reporting & Statistics 5.0 ### Worst rated features: Real-Time Analytics 4.0 [See all features](https://www.softwareadvice.com/product/231268-Calabrio-One-Suite/#key-features) ### Product: Assembled [Assembled](https://www.softwareadvice.com/scheduling/assembled-profile/) 4.66 [(85)](https://www.softwareadvice.com/scheduling/assembled-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary The world of support operations is evolving at an aggressive pace — in-house agents have more demanding roles, outsourcing is still on the rise, and teams are mandated to implement AI solutions. Assembled is the only AI-powered support operations platform built to empower seamless omnichannel support across the entire ecosystem, helping teams staff smarter, increase productivity, and deliver exceptional customer support at any stage of scale. Assembled Workforce Management enables more accurate staffing decisions, ease and control in scheduling, and crystal-clear visibility into data that improves performance and productivity. Assembled Vendor Management provides end-to-end visibility in allocating workload requirements and monitoring efficiency across BPOs. Assembled Assist automates ticket resolution and guides agents to better replies with generative AI. In enabling support teams to be at the right place at the right time with the right answer, Assembled is the engine that makes the entire support organization more efficient and impactful.... [Read more](https://www.softwareadvice.com/scheduling/assembled-profile/) ### Best rated features: AI Copilot 5.0 Customer Experience Management 5.0 Intraday Management 5.0 API 5.0 ### Worst rated features: Shift Swapping 3.0 Generative AI 3.2 Knowledge Base Management 4.0 Live Chat 4.0 [See all features](https://www.softwareadvice.com/scheduling/assembled-profile/#key-features) ### Product: Monster VoIP [Monster VoIP](https://www.softwareadvice.com/voip/monster-voip-profile/) 4.70 [(44)](https://www.softwareadvice.com/voip/monster-voip-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Monster VoIP is a Unified Communications as a Service (UCaaS) solution that helps voice-over-internet-protocol (VoIP) providers streamline client interactions by leveraging various communication tools such as business phone systems, messaging and video conferencing. Using the auto attendant feature, enterprises can manage calls, configure music-on-hold and automatically route incoming calls to available agents. Monster VoIP provides multilingual mobile applications for iOS and Android devices, which can be utilized by businesses to make audio/video calls, store new contacts in a built-in database and utilize pre-defined provider lists to add new accounts. Managers can use the screen sharing functionality to conduct online presentations and hold virtual meetings with several participants, improving collaboration across the organization. Key features of Monster VoIP include call recording, eFax, file sharing, voicemail management and click-to-call. Pricing is based on monthly subscriptions and support is extended via live chat, phone, email and other online measures.... [Read more](https://www.softwareadvice.com/voip/monster-voip-profile/) ### Best rated features: Access Controls/Permissions 5.0 Call Recording 5.0 Archiving & Retention 5.0 On-Demand Recording 5.0 ### Worst rated features: Alerts/Notifications 4.0 Online Voice Transmission 4.0 [See all features](https://www.softwareadvice.com/voip/monster-voip-profile/#key-features) ### Basic $27.00/month The plan is also available on a yearly basis. [See full pricing details](https://www.softwareadvice.com/voip/monster-voip-profile/#pricing-and-plans) ### Product: ZIWO [ZIWO](https://www.softwareadvice.com/remote-work/ziwo-profile/) 4.63 [(109)](https://www.softwareadvice.com/remote-work/ziwo-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary ZIWO is a cloud-based call center workforce management solution that helps streamline customer interactions via virtual phone numbers, call tracking, call masking and more. It offers a variety of features such as key performance indicators (KPIs), online surveys, outbound dialer, call data recording, emotion tracking and mobile access. Additionally, the platform also facilitates third-party integration with various applications including Zendesk, Salesforce, Microsoft Dynamics, Hubspot and Pipedrive. Pricing is based on annual subscriptions and support is extended via FAQs, chat, knowledge base, phone and email.... [Read more](https://www.softwareadvice.com/remote-work/ziwo-profile/) ### Best rated features: Progressive Dialer 5.0 Workforce Management 5.0 Archiving & Retention 5.0 Call List Management 5.0 ### Worst rated features: Mobile Access 2.0 [See all features](https://www.softwareadvice.com/remote-work/ziwo-profile/#key-features) ### Cloud Business Phone System $40.00/month This plan requires a minimum of 3 users. ### Cloud Contact Center $109.00/month Add a Whatsapp number to this plan at $99. ### Enterprise Custom Pricing available upon request Ideal plan for 100+ users. [See full pricing details](https://www.softwareadvice.com/remote-work/ziwo-profile/#pricing-and-plans) ### Product: MaxContact [MaxContact](https://www.softwareadvice.com/call-center/maxcontact-profile/) 4.73 [(33)](https://www.softwareadvice.com/call-center/maxcontact-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary MaxContact is the AI-powered customer engagement platform that transforms customer conversations into measurable business outcomes. Built around industry-leading intelligent dialling technology and smart automation, we help teams connect with the right customers at the right time, while AI-powered capabilities drive consistent performance improvements. Our platform delivers exceptional results - from 200-300% increases in contact rates to doubling sales teams conversion rates. Whether driving sales, improving retention, or optimising debt recovery, MaxContact empowers businesses to scale performance predictably. Trusted by growing companies handling millions of interactions annually and backed by 5-star UK-based support, MaxContact proves that smart technology amplifies human potential rather than replacing it.... [Read more](https://www.softwareadvice.com/call-center/maxcontact-profile/) ### Best rated features: Email Management 5.0 Auto-Dialer 5.0 Data Security 5.0 Customer Database 5.0 ### Worst rated features: Automated Routing 3.8 Queue Management 4.0 [See all features](https://www.softwareadvice.com/call-center/maxcontact-profile/#key-features) ### Generic £80.00/month [See full pricing details](https://www.softwareadvice.com/call-center/maxcontact-profile/#pricing-and-plans) ### Product: OXON [OXON](https://www.softwareadvice.com/call-center/oxon-profile/) 4.86 [(14)](https://www.softwareadvice.com/call-center/oxon-profile/reviews/) ### Pricing availability Free trial: Available Free version: Available Software Advice Summary OXON is a cloud-based contact center suite suitable for businesses of all sizes. It allows users to manage inbound support calls, outbound sales calls, email, chat and business management functions with a single platform. Agents can interact with clients via phone, email, chat, social media and text messages through the built-in ticketing system. OXON provides managers with call monitoring tools, and agents see a popup of past customer history when receiving calls. Customer history can include calls, emails and sales data. Sales orders can be logged during calls using OXON’s customer relationship management features. Surveys can be sent customers after a call or chat session ends to gauge their satisfaction. Email management tools automatically create contact lists based on customer history that can be used to send bulk email marketing. Support is available over the phone or via email. Pricing is per month.... [Read more](https://www.softwareadvice.com/call-center/oxon-profile/) ### Basic $39.00/month [See full pricing details](https://www.softwareadvice.com/call-center/oxon-profile/#pricing-and-plans) ### Product: Nextiva Contact Center [Nextiva Contact Center](https://www.softwareadvice.com/product/20035-Nextiva-Call-Center/) 4.48 [(112)](https://www.softwareadvice.com/product/20035-Nextiva-Call-Center/reviews/) Best for:Value for money ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Nextiva Contact Center is an AI-enabled solution that helps businesses manage customer interactions. The platform includes features to improve agent productivity, foster customer loyalty and provide a unified customer experience. It caters to a range of industries, from small businesses to large enterprises, allowing them to centralize customer conversations and operate more efficiently. Nextiva Contact Center offers AI-powered capabilities such as a knowledge base, secure payment agent assists and automated dispositioning. It provides intelligent routing with situation-based and skill-based algorithms, as well as a workflow engine for managing customer journeys. Additionally, for outbound dialing, the platform offers DID number management, compliance features and lead filtering.... [Read more](https://www.softwareadvice.com/product/20035-Nextiva-Call-Center/) ### Best rated features: Activity Tracking 5.0 Third-Party Integrations 5.0 Communication Management 5.0 Customer History 5.0 ### Worst rated features: Employee Scheduling 4.0 CRM 4.0 [See all features](https://www.softwareadvice.com/product/20035-Nextiva-Call-Center/#key-features) ### Product: TCN [TCN](https://www.softwareadvice.com/call-center/tcn-profile/) 4.53 [(57)](https://www.softwareadvice.com/call-center/tcn-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary TCN is a cloud-based call center solution that caters to various industry verticals, including health care, automotive, and business process outsourcing (BPO). TCN is available for multiple channels such as inbound, outbound, blended, email, and mobile SMS. Key features include an autodialer, manual dialer, voicemail delivery, speech analytics, interactive voice response (IVR), interactive voice messaging (IVM), and reporting. TCN features live call monitoring, decision blocking, call recording, call storage, customized agent scripting, and manager dashboards. Users can rotate messages, hang up on answering machines and automatically redial for busy signals. In addition, the solution offers a voicemail delivery suite, healthcare service suite, and a suite for the visually impaired. Reporting and analytics, notifications and promotions, feedback, and survey tools are also included. TCN is priced on a per-minute basis and provides multi-channel functionality.... [Read more](https://www.softwareadvice.com/call-center/tcn-profile/) ### Best rated features: Compliance Management 5.0 Employee Scheduling 5.0 Campaign Management 5.0 For Call Centers 5.0 ### Worst rated features: Call List Management 3.0 Real-Time Analytics 3.0 [See all features](https://www.softwareadvice.com/call-center/tcn-profile/#key-features) ### Basic $65.00/month [See full pricing details](https://www.softwareadvice.com/call-center/tcn-profile/#pricing-and-plans) ### Product: UniVoIP [UniVoIP](https://www.softwareadvice.com/voip/officeconnect-profile/) 4.65 [(20)](https://www.softwareadvice.com/voip/officeconnect-profile/) ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Cloud Voice for Microsoft Teams from UniVoIP Why Use Microsoft Teams as a Phone System? ● You already have M365, so maximize your existing Microsoft investment - and cut costs drastically. ● True Unified Communications - business calling, collaboration, chat, and video, all on one seamless app. With Cloud Voice for Microsoft Teams, you get Native Voice calling within the Teams client, with no learning curve or complexity, and no need for 3rd-party equipment or plug-ins. ● Future-proof your technology. New features are being added to Teams continuously, with no forklift upgrades needed. What are the Benefits of Microsoft Teams as a Phone System? ● Utilize a cost-effective Cloud Voice solution to connect to the PSTN and use Teams for external calling. ● Eliminate the need to purchase and maintain expensive desktop phone equipment. Use PCs, smartphones and tablets instead - or minimize expense by purchasing a few native Teams phones for strategic people. ● Conduct business in one place and on one Teams client: chat, collaborate, conference, video, and call: True Unified Communications! Why Use UniVoIP’s Cloud Voice for Microsoft Teams? ● Additional important features are overlayed, such as Analog, Faxing, Paging, SMS, and Contact Center. ● A purpose-built platform and dedicated network for Microsoft Teams, making UniVoIP’s solution scalable, efficient and cost-effective, while eliminating integration issues and limitations. ● Fully cloud-native solution. No need for 3rd-party add-ons, equipment, or plug-ins. ● Native Microsoft Teams client Voice calling via any device, empowering users to be truly available, accessible, and manageable from anywhere. ● Easy and rapid activation and deployment. Our industry-first Automated Onboarding allows users to get activated within minutes, as opposed to days or weeks. ● Free ongoing 24/7/365 U.S.-based support.... [Read more](https://www.softwareadvice.com/voip/officeconnect-profile/) ### Best rated features: Computer Telephony Integration 5.0 Automatic Call Distribution 5.0 Call Logging 5.0 VoIP Connection 5.0 [See all features](https://www.softwareadvice.com/voip/officeconnect-profile/#key-features) ### Basic $7.00/month [See full pricing details](https://www.softwareadvice.com/voip/officeconnect-profile/#pricing-and-plans) ### Product: Call Center Studio [Call Center Studio](https://www.softwareadvice.com/call-center/call-center-studio-profile/) 4.51 [(47)](https://www.softwareadvice.com/call-center/call-center-studio-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Call Center Studio is a next-gen cloud-born contact center solution that helps businesses build the best experiences for both their customers and agents while ensuring efficiency across operations. Our serverless infrastructure delivers scalability at its finest while making us the best-fit solution for remote working environments. With a serverless infrastructure also comes many advantages such as no bulky hardware to pay for, no maintenance fees to worry about, and no additional tech-support requirements. When you do end up needing technical support, Call Center Studio’s super responsive tech team is 24/7 at your call, minimizing downtime and ensuring business continuity. Our project teams are also at your service with profound know-how, consultancy, and industry best practices. Features like predictive dialer, automatic call distribution, skill-based routing and interactive voice response (IVR) offer better call management while the voice analytics feature provides automatic speech recognition and real-time speech application through an integrated text-to-speech tool. With voice recording, voice analytics, real-time monitoring, supreme built-in reporting capabilities, and a simple yet comprehensive supervisor dashboard, you can monitor agents’ performance and operational quality while keeping track of metrics and KPIs. The solution allows users to create marketing campaigns for outbound calls using a call-scripting feature and to conduct automated agentless surveys to assess customer satisfaction. Call Center Studio also comes with built-in integrations with popular business tools such as Salesforce, Hubspot, Zoho, SAP, MS Dynamics, payment systems gateways, while providing steady and fast integrations with others due to its open API library.... [Read more](https://www.softwareadvice.com/call-center/call-center-studio-profile/) ### Best rated features: Recording 5.0 Call Transcription 5.0 Automated Routing 5.0 Email Management 5.0 [See all features](https://www.softwareadvice.com/call-center/call-center-studio-profile/#key-features) ### Basic Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/call-center/call-center-studio-profile/#pricing-and-plans) ### Product: RingCentral Engage Voice [RingCentral Engage Voice](https://www.softwareadvice.com/call-center/ringcentral-engage-voice-profile/) 4.48 [(23)](https://www.softwareadvice.com/call-center/ringcentral-engage-voice-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary RingCentral's predictive dialer makes missed calls and ones that go directly to voicemail a thing of the past. Reduce agent downtime and time between calls, so your agents spend more time making valuable customer connections and converting leads. Make your contact center more efficient and effective with RingCentral's auto dialer and maximize your agent's productivity. Set your agents up to deliver a better customer experience, save money and time, and increase the likelihood of reaching successful leads.... [Read more](https://www.softwareadvice.com/call-center/ringcentral-engage-voice-profile/) ### Best rated features: Progressive Dialer 5.0 Labor Forecasting 5.0 API 5.0 Predictive Dialer 5.0 [See all features](https://www.softwareadvice.com/call-center/ringcentral-engage-voice-profile/#key-features) ### Basic $119.00/month [See full pricing details](https://www.softwareadvice.com/call-center/ringcentral-engage-voice-profile/#pricing-and-plans) ### Product: Sharpen [Sharpen](https://www.softwareadvice.com/call-center/sharpen-profile/) 4.44 [(48)](https://www.softwareadvice.com/call-center/sharpen-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Sharpen’s cloud-native platform is a SaaS contact center solution for midsize to large enterprise businesses. As an all-in-one solution, the platform provides businesses the ability to communicate with customers by SMS, MMS, live web chat, phone, email and social within one interface. Out-of-the-box integrations and open REST APIs allow for customizable features. Sharpen’s reporting and analytics dashboard offers both real-time and historical data. Users can monitor and report on contact center performance, agent activity and customer interactions. Coaching and training are also built into the platform. Previously recorded calls can be listened to by supervisors, reviewed and marked using color coded comments. Agents can then review the feedback and directly respond to comments and questions.... [Read more](https://www.softwareadvice.com/call-center/sharpen-profile/) ### Best rated features: Call Logging 5.0 Computer Telephony Integration 5.0 Automatic Call Distribution 5.0 Call Center Management 5.0 ### Worst rated features: Customer Database 3.0 Call Monitoring 3.0 Live Chat 3.0 Email Management 3.0 [See all features](https://www.softwareadvice.com/call-center/sharpen-profile/#key-features) ### Product: yoummday [yoummday](https://www.softwareadvice.com/customer-success/yoummday-profile/) 4.67 [(3)](https://www.softwareadvice.com/customer-success/yoummday-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary yoummday is a comprehensive outsourcing software solution that combines workforce recruitment, training, scheduling, and management with a CX marketplace. It is used by over 60 international companies (including Fortune 500 and DAX-listed organizations) to care for their customers. yoummday is modular software solution that allows companies to instantly recruit a scalable CX workforce from over 8,500 vetted and verified multilingual freelancers. Choose from two delivery models: - Self-Service: Recruit and manage your own CX team - Managed Service: Use yoummday's experienced operations personnel to recruit and manage your CX team yoummday's USPs include: World Class Freelance CX Talent: - Fully vetted and verified - Native-level proficiency in 40+ languages - Low churn for consistent support - Searchable marketplace to target CX talent with the ideal skills and experience Global Talent Pool - Select freelancers based on location and budget - Hire CX freelancers without labour market restrictions - Access 40+ languages at a native level - Source from multiple geographies for seamless business continuity - Freelancers are available 24/7 for ‘follow-the-sun’ operations - Onshore, nearshore, and off-shoring are all possible in just a few clicks Scalable - yoummday freelancers are available to train and work immediately - Scale your workforce in a matter of hours - Zero recruitment lead time - Flexible attrition and retention - Simple cooperation with freelancers Affordable - Price-for-performance payment model - Self-service and managed service options - No overhead costs for additional headcount - Save on infrastructure expenditure - Eliminate all recruiting costs Positive Environmental & Social Impact - Lower carbon emissions from an at home workforce - Inclusive and supporting a diverse range of individuals with varying abilities - Fair compensation - Improved work-life balance, agents select their work schedule Security - AI enabled security and GDPR compliant Plus more...... [Read more](https://www.softwareadvice.com/customer-success/yoummday-profile/) ### Best rated features: Contact Management 4.0 Campaign Management 4.0 [See all features](https://www.softwareadvice.com/customer-success/yoummday-profile/#key-features) ### Product: ChorusCX [ChorusCX](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/) 5.0 [(1)](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary ChorusCX Workforce Optimization is a cloud-based service designed to enhance employee performance and efficiency, delivering contact center analytical solutions that support workforce optimization, interaction recording, and engagement. Encore offers a variety of options to record customer interactions; gain insights into the content and results of interactions; use those insights for quality management to improve performance; and create staff schedules that allow for the achievement of service-level objectives, via workforce management software.... [Read more](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/) ### Best rated features: Multi-Screen Recording 5.0 Audio Capture 5.0 Screen Capture 5.0 Backup and Recovery 5.0 ### Worst rated features: File Sharing 4.0 Annotations 4.0 Collaboration Tools 4.0 [See all features](https://www.softwareadvice.com/customer-experience/encore-workforce-optimization-profile/#key-features) ### Product: Cisco Unified Contact Center Express [Cisco Unified Contact Center Express](https://www.softwareadvice.com/contact-center/cisco-unified-contact-center-express-profile/) 4.40 [(5)](https://www.softwareadvice.com/contact-center/cisco-unified-contact-center-express-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Cisco Unified Contact Center Express software is designed for midsize and large companies. This software provides a combination of multichannel contact management, intelligent routing and network-to-desktop CTI (Computer Telephony Integration) capabilities for call center management. Cisco Unified Contact Center Express enables users to integrate inbound and outbound voice applications with Internet applications, such as real-time chat, Web collaboration and email. This allows a single agent to support multiple interactions at once, irrespective of the communication channel chosen by customers. This software also provides virtualized contact center routing and computer telephony integration with third party ACD (automatic call distribution) and IVR (interactive voice response) systems. Users can segment customers and monitor resource activity and availability. Other features of the Cisco Unified Contact Center Express solution include carrier-class distributed fault tolerance and mission-critical contact center reporting. The solution also supports video interactions and helps in increasing caller satisfaction by improving the agent’s performance.... [Read more](https://www.softwareadvice.com/contact-center/cisco-unified-contact-center-express-profile/) ### Product: Vantage Point [Vantage Point](https://www.softwareadvice.com/hr/pipkins-vantage-point-profile/) 4.0 [(2)](https://www.softwareadvice.com/hr/pipkins-vantage-point-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Vantage Point is a workforce management solution that helps organizations manage workforce planning, scheduling, forecasting and other operations. The application comes with a forecasting and scheduling tool with regressing analysis, which automatically evaluates customer satisfaction across different contact channels to optimize customer engagement. Vantage Point lets organizations streamline numerous activities related to workforce contact centers, front/back-office operations, multi-site jobs and more. Additionally, managers can gain insights into average response time, agent performance, operational goals, and other metrics through analytics.... [Read more](https://www.softwareadvice.com/hr/pipkins-vantage-point-profile/) ### Product: Sales Sling [Sales Sling](https://www.softwareadvice.com/call-center/sales-sling-profile/) 4.38 [(24)](https://www.softwareadvice.com/call-center/sales-sling-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Sales Sling’s cloud-based call center software offers the latest technology in dialing systems in an easy to use dashboard that requires little training to get up and running. With each license, you get more than just a dialer. You get a lead management system that is fully customizable to suit your sales pipeline, an entire toolbox of workforce management tools that work for both in house and remote employees, administrative tools like call tracking and metric reporting.... [Read more](https://www.softwareadvice.com/call-center/sales-sling-profile/) ### Basic $49.99/month [See full pricing details](https://www.softwareadvice.com/call-center/sales-sling-profile/#pricing-and-plans) ### Product: Workforce Optimization (WFO) [Workforce Optimization (WFO)](https://www.softwareadvice.com/call-center/monet-workforce-optimization-profile/) 4.37 [(19)](https://www.softwareadvice.com/call-center/monet-workforce-optimization-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Workforce Optimization (WFO) is a cloud-based workforce optimization software that enables call centers to manage staff scheduling, performance and quality monitoring, and business reporting. Users can organize and lead their work force by deploying WFO as their core system, coordinating schedules, defining goals and objectives, benchmarking results across teams, prioritizing tasks to ensure the right projects are completed on time.... [Read more](https://www.softwareadvice.com/call-center/monet-workforce-optimization-profile/) ### Best rated features: Time & Attendance 5.0 Performance Management 5.0 Employee Scheduling 5.0 Data Import/Export 5.0 ### Worst rated features: Call Monitoring 1.0 Reporting/Analytics 3.5 [See all features](https://www.softwareadvice.com/call-center/monet-workforce-optimization-profile/#key-features) ### Product: MiContact Center Business [MiContact Center Business](https://www.softwareadvice.com/call-center/micontact-profile/) 4.20 [(5)](https://www.softwareadvice.com/call-center/micontact-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Mitel MiContact Center is a hybrid contact center solution that caters to businesses across various industries such as hospitality, healthcare, government, education and service providers. The solution can be accessed via web browsers and also offers a desktop client to the users. Mitel offers Microsoft Lync-based contact centers, which combine IVR, ACD routing, reporting, monitoring and forecasting. It also offers MiContact Center Live that allows users to access the solution via internet browsers. The outbound contact center included in the package integrates customer relationship management (CRM), campaigning and agent scripting capabilities. Calls can be configured to meet a certain contact strategy, such as fixing wrap-up time, maximum call back attempts, automated voicemail messages, generating emails to supervisors, moving call data to automatically populate campaigns and set call back priority levels. Additionally, the solution provides campaign metrics, team and agent performance, dialer performance and list penetration for key performance indicator analysis. Support is offered via phone and email.... [Read more](https://www.softwareadvice.com/call-center/micontact-profile/) ### Best rated features: Real-Time Reporting 5.0 Monitoring 5.0 Reporting & Statistics 5.0 CRM 4.0 ### Worst rated features: IVR 3.0 Call Recording 3.5 SMS Messaging 4.0 Chat/Messaging 4.0 [See all features](https://www.softwareadvice.com/call-center/micontact-profile/#key-features) ### Product: Alvaria Cloud [Alvaria Cloud](https://www.softwareadvice.com/product/34038-Alvaria/) 4.33 [(18)](https://www.softwareadvice.com/product/34038-Alvaria/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Alvaria Cloud is a web-based customer engagement center suitable for organizations with 100 or more concurrent and named users. The system is a complete set of customer service capabilities including self-service, omnichannel inbound, outreach, workforce management, quality management, service intelligence, continuous delivery, gamification, and reporting analytics. Users can manage customer preferences and segmentation data through the self-service portal. The solution offers a cross-channel, continuous experience when customers engage, inquire and request service through any channel that suits them. The proactive outreach feature allows companies to provide customers information and recover debt and sales revenues. Personalized interactions are made possible through the service intelligence feature. Customer data and personal preferences are stored and can be referenced for each interaction. Customer engagement reporting and analytics help users focus on efficiency and service strategies. The system also offers a live assistance feature that is available to users 24/7.... [Read more](https://www.softwareadvice.com/product/34038-Alvaria/) ### Best rated features: Workforce Management 5.0 IVR 4.5 Automated Routing 4.5 Agent Interface 4.5 ### Worst rated features: Multi-Channel Communication 3.5 Computer Telephony Integration 4.0 Reporting/Analytics 4.0 Queue Management 4.0 [See all features](https://www.softwareadvice.com/product/34038-Alvaria/#key-features) 1 [2](https://www.softwareadvice.com/call-center/workforce-management-optimization-comparison/?page=2)[3](https://www.softwareadvice.com/call-center/workforce-management-optimization-comparison/?page=3) ## Popular Comparisons [ Dynamics 365 vs Bitrix24 ](https://www.softwareadvice.com/compare/106335-Dynamics-365/vs/128326-bitrix24/)[ Five9 vs Talkdesk ](https://www.softwareadvice.com/call-center/five9-profile/vs/talkdesk/)[ Genesys Cloud CX vs NiCE CXone ](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/vs/incontact-hosted-call-center-software/)[ Assembled vs Calabrio ONE ](https://www.softwareadvice.com/compare/231268-Calabrio-One-Suite/vs/359506-assembled/)[ Gong.io vs Modjo ](https://www.softwareadvice.com/call-center/gong-profile/vs/modjo/) So, you already have skills-based routing, advanced IVR menus and agent desktops in place at your contact center—what next? While [contact center systems](https://www.softwareadvice.com/call-center/) enable inbound, outbound and multichannel interactions, efficiently scheduling agents to handle each channel can be a daunting challenge. Moreover, most contact center supervisors will want additional control over agent performance and the quality of customer interactions. This is where contact center workforce optimization (WFO) and workforce management (WFM) software come in. Workforce optimization software is generally a separate solution that integrates with modules in your existing call center management software, particularly your [automatic call distribution (ACD) system](https://www.softwareadvice.com/call-center/auto-call-distribution-comparison/). WFM is generally part of a WFO solution and enables automated scheduling and forecasting of staffing needs. WFO suites are broader than WFM applications, and also cover quality and performance management. We’ll take a look at the major components of a WFO solution and explain which types of contact centers can benefit the most from implementing a system. Here’s what we’ll discuss: [What Is Workforce Optimization Software?](#WhatIsWorkforceOptimizationSoftware) [Workforce Management Software Features](#WorkforceManagementSoftwareFeatures) [Quality Management Software Features](#QualityManagementSoftwareFeatures) [Performance Management Software Features](#PerformanceManagementSoftwareFeatures) [What Are the Benefits of Call Center WFO?](#WhatAretheBenefitsofCallCenterWFO) [Business Model and Industry-Specific Considerations](#BusinessModelandIndustrySpecificConsiderations) ## What Is Workforce Optimization Software? Workforce optimization software isn’t a single application, but an integrated suite of applications. Some vendors only sell WFO as a suite, whereas others sell individual modules on a standalone basis. ### Standard Modules in Workforce Optimization Suites At first glance, you might think that these modules don’t have all that much to do with each other, and you’d be right. Originally, workforce management systems for employee scheduling were standalone solutions, as were the quality management systems that evolved on top of basic [call recording software](https://www.softwareadvice.com/call-center/call-recording-comparison/). Over the past decade or so, quality management has become an increasingly complex task with the advent of multi-channel contact centers and sophisticated analytics, and the need for greater agent engagement has become more apparent. Performance management software solutions have thus emerged to complement existing quality management systems. Each of the modules in the above chart includes a complex set of features, so we’ll tackle them one at a time. Based on how your contact center is set up and your pain points with managing your operations, you may need one, two or all three of these modules. It’s important to note that not all vendors use the same terms for these modules, or group features in the same way. For instance, some vendors lump KPI dashboards and scorecards in with performance management, while others group these features in with quality management. Some vendors treat interaction analytics as part of a quality management module, whereas others sell separate interaction analytics model. **The major decision you need to make is whether you need an integrated suite or just a few select standalone solutions. If you’re going the standalone route, pay attention to how different vendors group features in modules, so that you can buy as few modules as possible.** If possible, try to find a solution from the same vendor that provides your contact center infrastructure to enable integrated capabilities. Some vendors even offer contact center management suites that include integrated WFM or full-blown WFO. ## Workforce Management Software Features Workforce management modules are primarily designed to do two things: 1. Enable contact center supervisors to forecast staffing needs 2. Automate the complex task of scheduling agents Forecasting is a vital capability: Many contact centers deal with fluctuating call volume based on seasonal demand, product launches and promotional offers, as well as technical issues with products that necessitate intensive customer support etc. WFM modules can forecast the volume of calls or other interaction types based on historical data collected from sources such as your ACD system and network switches. They can also forecast how many agents you’ll need to have in place to handle this volume. Advanced solutions can even factor agents’ skills and service goals (average wrap time, time to answer etc.) into forecasts. Most contact center supervisors won’t need an explanation of the benefits of automated scheduling. Simply scheduling agents according to their preferences is already complex enough when using an Excel sheet, but when you factor in the coverage needs of a multichannel contact center, scheduling can quickly become a nightmarishly complex process. Contact center WFM software completely eliminates the complexity of scheduling by automating it based on rules that take the following factors into account: - Agent skills - Agent requests - Time of day - Events (e.g., server maintenance) - Channel (voice, email, text, web chat etc.) - Department-level needs _Monitoring schedule adherence in WFM module of_ Cisco Unified Contact Center One way in which WFM solutions boost agent engagement is by allowing agents to enter requests for time off and shift changes via self-service web portals and mobile apps. The system then automatically factors in requests when developing schedules. Advanced solutions also include the following features: **“What-if” simulations** Assist in understanding the impact of potential operational changes, such as sudden spikes in call volume, changes to the ACD queue and/or IVR system, scheduled server maintenance etc. **Self-service portals and mobile apps** Allow agents both to view schedules in real time and to request time off and make other schedule changes remotely. **Back-office scheduling** Enables automated scheduling of back-office staff as well as agents. **Sometimes sold as a separate add-on module**. **Intra-day scheduling** Allows for task-level scheduling throughout the day to keep agents busy during periods of low call volume. **Not all vendors offer this capability**. ## Quality Management Software Features The most basic form of quality management used in contact centers will be immediately familiar to most supervisors and managers: **call recording**. Contact centers have been recording calls for decades, but there’s a catch: What happens to all these calls after you’ve recorded them? Contact centers still need to decide on: - The number of calls supervisors should listen to - Some type of mechanism for collecting scores, conveying them to agents and storing them for reporting - Supplementary mechanisms for collecting customer opinions in addition to supervisor opinions - Ways to evaluate interactions that don’t happen over the phone The approach taken by many call centers in the past was to select a random sample of calls for analysis. For contact centers that deal with a high volume of interactions, however, the danger arises that a random sample won’t be representative, and in particular that it won’t capture the problem interactions that cost the business the most money. Thankfully, there are now solutions to all of these issues: **Speech and text analytics.** New analytics technologies have made it possible to evaluate 100 percent of a contact center’s recordings instead of taking a random sample. For instance, speech analytics can be used to sift through and categorize recorded calls to spot signs of trouble by using keywords and determining the emotional state of a caller through tone of voice. Similarly, text analytics can be used on emails, SMS text messages, web chat interactions etc. Solutions with speech and text analytics automatically flag problem interactions for supervisor evaluation via a rules engine that defines what counts as “problematic,” and/or allow supervisors to search recorded calls and interactions for keywords and other signs of trouble. **Desktop analytics.** This form of analytics addresses the problem of evaluating interactions that take place within software applications rather than over the phone. Desktop analytics captures how agents use software (e.g., clicks, time spent in applications). Solutions with advanced desktop analytics allow supervisors to define processes for how agents should use applications, then measure whether agents are adhering. Such solutions allow for extensive quality control over interactions that don’t involve a phone call. **Evaluation form templates and scorecards.** Finally, quality management systems support templated forms for scoring calls, and feed call scores into key performance indicator (KPI) dashboards and scorecards for agents and supervisors. _Quality management scorecard in_ [Genesys](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/) ## Performance Management Software Features Performance management modules go beyond basic quality management with the following features: - KPI monitoring (sometimes found in quality management modules) - Features for managing agent training via e-learning modules - Features for managing agent coaching - Gamification **KPI monitoring** is vital for both agents and supervisors. Generally, historical data is collected from sources such as the ACD system and the WFM system. It is then analyzed by the solution and fed into dashboards and reports that visualize KPIs. _KPI dashboard in quality management module of_ Enghouse Interactive KPI dashboards and scorecards for agents give them overviews of their individual performance, while dashboards for supervisors allow insight into broader performance trends. Supervisors can view KPIs and create reports at the following levels: - Individual agents - Teams - Departments - Sites **Real-time compliance monitoring.** In addition to visualizing KPIs, performance management solutions can automatically notify supervisors when KPIs drop below predefined thresholds. Modules that integrate with WFM systems can also compare agents’ schedules to their activities in real time to ensure adequate coverage and adherence to best practices. **Agent training and coaching.** Performance management extends into e-learning territory generally covered by [learning management systems (LMSs)](https://www.softwareadvice.com/lms/). When an agent’s KPIs drop, the system can automatically schedule an e-learning module for an agent to address the underlying issue at the most convenient time for the contact center (another use case for WFM integration). Performance management solutions can also automatically recommend and schedule one-on-one coaching sessions between agents and supervisors, and track the impact of coaching through continuous KPI monitoring. **Gamification.** Finally, performance management generally includes gamification capabilities for enhancing agent engagement. Common functionality includes tracking KPIs in terms of points, awarding badges to high performers and leaderboard displays for motivating competitive agents. We’ve touched on how gamification can improve customer service in a [guest post](http://blog.freshdesk.com/customer-service-isnt-a-game-but-should-it-be/) we wrote for [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/). _Team-level leaderboard in_ [Avaya IP Office Contact Center](https://www.softwareadvice.com/voip/ip-office-profile/) ## What Are the Benefits of Call Center WFO? Contact center WFO offers benefits in a number of mission-critical areas. For an illustration, see the chart below: ### Benefits of Performance, Quality and Workforce Management ## Business Model and Industry-Specific Considerations Contact centers serve a number of functions across a variety of industries, so it’s not surprising that some niche WFM capabilities are specific to certain verticals: - In **financial services, retail** and other industries with complex networks of branch sites, visibility is needed into KPIs for individual employees at each branch. Generally, desktop analytics helps to measure the performance of branch office employees who aren’t simply dedicated to answering calls. **Some vendors offer dedicated solutions for branch offices**. - **Organizations that deal with payment card data** must comply with PCI (Payment Card Industry) regulations concerning the storage of this data in call recordings. Advanced systems can detect payment card data in recordings (via time stamps and other techniques) and censor it. - **Organizations with large back-office teams** will need solutions that extend WFM to these employees. - **Multichannel contact centers** will need text analytics in addition to speech analytics for quality management. - **Organizations with numerous teams and/or departments** will need a WFM solution that fully takes account of agent skills, not just coverage requirements for different channels in the ACD queue (voice, email, web chat etc.). - Organizations that rely heavily on outsourcing or remote workers, also known as **virtual contact centers**, will need a solution with web portals and mobile apps that allow agents working from home to use the WFM system, view KPIs etc. ### Related Call Center Workforce Management Software - [Call Center Software](https://www.softwareadvice.com/call-center/) - [Contact Center Software](https://www.softwareadvice.com/contact-center/) - [Contact Center Quality Assurance Software](https://www.softwareadvice.com/quality-assurance/) - [Workforce Management Software](https://www.softwareadvice.com/hr/workforce-management-software-comparison/)