1
Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.
Best Call Center Workforce Optimization Software 2026
What Is Call Center Workforce Optimization Software? Call Center Workforce Optimization (WFO) Software uses forecasting to optimally staff and schedule a call center. WFO suites use agent and call data analytics to improve call center performance. Applications like call recording & quality monitoring, coaching, and agent scoring, are used to improve a call center's efficiency and customer satisfaction. Call center software differs from service desk outsourcing companies in that they are not ...
We’ve collected videos, features, and capabilities below. Take me there.
All Products(1-25 of 87)
- 2
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider. - 3
NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, ... - 4
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements. - 5
8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service ... - 6
Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations.The solution scales to accommodate a varying number of employees, ... - 7
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots ... - 8
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps. - 9
DCDial is a cloud call center provider located in Atlanta, GA USA. As a full-featured call center platform, DCDial renders a spectrum of services.DCDial offers solutions for a number of industries including but not limited to e-commerce, financial, healthcare, real estate, travel, insurance ... - 10
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables customer and agent experience across 30+ digital, social and voice channels, and delivers real-time insights.Enables customers to interact with a brand on their preferred channel for consistent brand ... - 11
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording. - 12
Scorebuddy is a call center quality monitoring software offering from the Irish company of the same name. - 13Calibre is call center recording software from HigherGround, Inc..
- 14
Calabrio One is a workforce optimization (WFO) platform for call centers, combining workforce management with call recording and analytics, from Calabrio headquartered in Minneapolis, MN. - 15
JustCall is a customer communication platform enabling instant connections through Voice, SMS, and WhatsApp. It simplifies workflow automation and team coaching within a unified interface, integrating with 100+ CRMs and essential business tools. Boasting users among over 6,000 global companies, ... - 16
QEval is Etech Global Service’s SaaS-based call center quality monitoring software, specifically addressing operational issues. It is a Call Center Call Monitoring Software designed to play a major role in accomplishing stringent demands of quality, customer experience, and compliance. With Etech ... - 17
100% Salesforce native, Leaptree Optimize is a Customer Experience QA and performance management solution built to help customer service, support, and sales teams boost quality, compliance, and efficiency. By automating manual CX quality assurance tasks, Leaptree Optimize helps teams to score more ... - 18
Alvaria Workforce (formerly Aspect Workforce Management), is a suite of software which combines call center workforce management with advanced analytics features like call recording, speech analytics, eLearning for training, data sharing for schedule optimization across call center or branch ... - 19
Formerly Teleopti, Calabrio WFM may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution. - 20
OneTone.ai Automated Supervisor is used to monitor of customer communications and to identify issues leading to customer & revenue losses.OneTone.ai Automated Supervisor is an AI-powered tool for Customer Support & QA Leaders, which automates quality supervision of all written customer ... - 21
EvaluAgent is a quality assurance and contact center improvement software platform, offering automated compliance checks and a streamlined evaluation experience. Users can build custom scorecards, automatically send “evaluations to be completed” to inboxes of evaluators, and utilize real-time ... - 22
VCC Live is a cloud-based contact center solution, providing telecommunications services to businesses with more than 10 operators that want to offer prompt support to their customers. Its advanced features (IVR, real-time statistics, high security, predictive dialer amongst others) allow contact ... - 23
CxEngage is a cloud contact center solution designed to meet users' needs and work in their environment. Unlike monolithic architectures and on-premises solutions, CxEngage is a ‘born-in-the-cloud’ platform to deliver unified visibility across voice, video, and digital channels. CxEngage is ... - 24
Intradiem in Alpharetta, Georgia offers their eponymous workforce scheduling optimization software for "Intraday Automation," or scheduling and task adjustments performed within the workday. - 25
DialSource helps customer-facing teams have better conversations. DialSource is an enterprise software company that provides software to businesses to make, receive and manage customer-facing communications. DialSource’s applications for Salesforce and Microsoft Dynamics CRM are designed to ...
Learn More about Call Center Workforce Optimization Software
What Is Call Center Workforce Optimization Software?
Call Center Workforce Optimization (WFO) Software uses forecasting to optimally staff and schedule a call center. WFO suites use agent and call data analytics to improve call center performance. Applications like call recording & quality monitoring, coaching, and agent scoring, are used to improve a call center's efficiency and customer satisfaction.
Call center software differs from service desk outsourcing companies in that they are not taking the calls on behalf of their client. Businesses still handle all their customer service requests in-house and do not have to rely on outside services. Rather, they offer the tools needed to assist your business in implementing help desk services.
Some benefits of using call center WFO software include the ability to forecast and predict certain trends such as customer call demands and optimal agent staffing numbers. Managers are also granted visibility into their employees’ call volumes and are able to measure their performance. The software also provides analytics that helps the business make any necessary adjustments to improve overall productivity.
Call Center Workforce Optimization Software Features
Many call center WFO solutions offer a large number of features which include:
- Agent self-serve capabilities
- Alerts
- Blended Call Centers
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Forecasting
- Intraday reports
- Performance Tools
- Agent scheduling
- Time-off administration
Call Center Workforce Optimization Software Comparison
Before investing in a call center workforce optimization platform, consider the following key factors:
- Ease of Use. In order to get the best out of your product, it’s important to make sure you have a full understanding of its functions and how it can help your business improve. It’s best to limit the amount of time it will take to learn how to use the software. Find a call center WFO solution that will be user-friendly for agents and administrators alike.
- Deployment. The type of deployment you need can help narrow down the number of call center WFO products to look at. For example, do you need a cloud-based or on-premise workforce optimization solution? Make sure the product you end up purchasing also supports the different device types your agents use, i.e. desktop, mobile, tablet, etc.
Pricing Information
Certain call center WFO software vendors offer a free version of their product for a limited number of agents, dashboards, and analytics. If you need additional or more advanced features, standard packages typically start between $14-$20 per month per user. Professional-level packages usually range from $23 to $29 per month per user while enterprise plans cost over per month per user.
Some vendors construct their prices according to their client’s needs, so it is best to contact them directly for customized rates. Additionally, many of the vendors offer a free trial which is highly recommended before choosing.
More Resources
Call Center Workforce Optimization FAQs
What does caller center call center workforce optimization do?
Call center workforce optimization software helps improve businesses efficiency by forecasting call center demand and optimally staffing the call center to meet the demand. They also offer training and development programs for their clients.
What are the benefits of using call center workforce optimization software?
Caller center WFO software allows companies to strategically staff call centers so that efficiency and profit are both maximized. Overall, it helps contact centers improve the customer support experience.
How much does call center workforce optimization software cost?
Some of the call center WFO software vendors offer a free version with a limited amount of agents, dashboards, and analytics provided. Paid packages can start as low as $14 per month per user and increase upwards of $40 per month per user.
Pricing largely depends upon the range of features included, the number of agents working at the call center, and volume of customer service requests.