Make sure your organization runs smoothly and at the highest capacity with Call Center Workforce Management Software. Handle scheduling, coaching, and workflow optimization all in one place, and watch your organization grow.
4,000+ innovative companies run on CloudTalk call center software
CloudTalk offers a wide range of enterprise-level call center software features at a startup-friendly price.
Employee morale is vital to your company’s efficiency and staff retention. Ensure you hold onto valuable team members by creating an environment that’s a pleasure to work in or letting people work remotely with CloudTalk. Streamline processes and remove annoying, repetitive tasks with automation.
No credit card required
Investing in tools that help create positive (and repeatable!) customer interactions is vital. Leverage our multi-channel options to address people on the platforms where they’re most comfortable, offer self-service with automation, and ensure customers can always reach you when they need you most, thanks to skill-based routing.
Check 10 Best Call Center Workforce Management software in 2023 to help you decide which one fits you the most.
#1 CloudTalk
CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it’s used in sales for outbound calls and in customer service for inbound calls.
CloudTalk Voice provides high-quality offers, care, and service, all included in our business phone system solution.
With CloudTalk advanced features, your phone experience will get to a whole new level.
According to our users, CloudTalk Analytics needed remastering in order to give users more precise data. That is why we launched a new version of Analytics with in-depth insights into your calls, including call steps, reasons for missed calls, and much more.
CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it’s used in sales for outbound calls and in customer service for inbound calls.
Based on 400+ CloudTalk reviews on 6 independent software marketplaces & platforms
4.4/5 – 260 reviews
4.4/5 – 840 reviews
4.4/5 – 310 reviews
4.5/5 – 260 reviews
If you’re interested in learning more about the following competitors, just click the drop-down menu.
#2 Talkdesk
Talkdesk is a cloud-based contact center solution that enables businesses to provide customer support via phone, email, chat, and social media. It offers a range of features such as call routing, IVR, and workforce management and is used by companies of all sizes.
Talkdesk doesn’t offer conference calling or auto-attendants, which may be a disadvantage for sales teams. Additionally, some users have reported that the platform can be slow and prone to technical issues. There’s also no free trial available.
#3 Avaya
Avaya is a cloud contact center built for remote teams. It has the potential to boost workplace efficiency by allowing agents and managers alike to easily engage in video conferencing and instant messaging. On top of that, it integrates with some of the most popular software tools on the market.
Avaya offers an omnichannel experience with high-quality interactions across voice and digital channels — all in a single desktop view. It increases efficiency through automation, and provides advanced analytics for customer behavior insights. The provider lets businesses improve customer experience via a wide range of features. Avaya also offers easy scalability that allows businesses to increase customer service capabilities. Furthermore, it reduces costs thanks to eliminating redundant manual tasks.
Many Avaya users have complained about the software’s old-fashioned and difficult-to-navigate UI. The platform is also lacking in the automations department – it doesn’t offer any smart dialers, which can be a real problem for sales teams looking to reach out to prospects in the most efficient way possible.
Lastly, while Avaya does offer some international numbers, its offering is limited. Users are currently only able to acquire numbers from 40 countries.
Avaya is best for businesses that require a robust communication platform, such as contact centers, large corporations, and organizations with multiple locations. It is also well-suited for small and medium-sized businesses that need a reliable and secure system to facilitate communication between employees, customers, and partners.
#4 Nice CXOne
Nice CXOne is a cloud-based contact center solution that offers a range of features such as workforce optimization, analytics, and AI-powered automation.
Some users have reported that the platform can be expensive, and the setup process may be complex. Additionally, the reporting and analytics tools may not be advanced enough for some businesses.
Nice CXOne is suitable for businesses of all sizes that require a cloud-based contact center solution with advanced AI-powered automation and integrated workforce optimization and analytics tools.
#5 Freshcaller
Freshcaller is a cloud-based phone system that provides businesses of all sizes with various calling features to manage customer communications effectively. This comprehensive solution caters to businesses looking for advanced calling features and call center capabilities.
Freshcaller doesn’t offer features like call recording and voicemail transcription. Additionally, some users may find the platform’s reporting and analytics features limited.
#6 RingCentral
When you think about VoIP telephony solutions, RingCentral is probably among the first ones that come to your mind. It’s no wonder the company has been on the market for over 20 years and has built quite a reputation for itself.
RingCentral has a great variety of features and offers HD-quality voice and video. The provider is a good fit for enterprises since it offers an omnichannel experience and lead qualification tools, as well as management, collaboration, and performance features – all in a single software.
Despite all the positives, RingCentral does lack quite a few essential tools that modern businesses require.
features like native sentiment analytics, Speech-to-Text transcription, smart dialers or Skill-based routing are only included in Contact Centre Solution. The same goes for some agent management features, like monitoring.
The Call recording tool and Toll-free numbers are only available as add-ons, for an additional cost.
Furthermore, RingCentral’s implementation can take as much as 90 days and involves an implementation fee.
RingCentral UI is also not always the friendliest to work with.
RingCentral MVP is a flexible cloud-based solution which is ideal for businesses of all sizes.
#7 8×8
8×8 is an evergreen telephony solution with a strong focus on integrations and analytics. The provider is well-suited for enterprises, but lower-tier subscriptions also work for smaller organizations. There are a number of Benefits: 8×8 can offer its subscribers.
First of all, the provider has done a great job building an Analytics system that can effectively track large-scale business processes. 8×8’s reporting system centralizes all data in a single place, so managers can make their teams more organized and speed up their workflow. You’ll also get real-time reports.
Then, we have the solution’s comprehensive integrations with software like Salesforce, Slack, Microsoft Teams, and many more. Furthermore, 8×8 users get unlimited calling to 40+ countries. 8×8 telephony software comes with smart dialer, click-to-call, and call recording.
If you own a business that works globally, there are a few things about 8×8 you might want to consider:
A crucial restriction, mainly for big international companies, is that there are regional constraints on unlimited calling. Users with the basic Express plan can only use unlimited calling in the US and Canada.
Office is required: You need an office in the location where you want to call in order to get a number from there.
Geographical restrictions for SMS: You can only use the SMS feature within the US, and 8×8 does not cover costs for mobile numbers in Brazil.
Integrations: 8×8 doesn’t partner with telco companies, which means that users won’t have native integration with certain solutions — for example, Whatsapp. Non-native integrations must be set up by the tech team.
features: 8×8 is missing some features like call tagging for more efficient calling processes, call masking for protecting your personal information and API for connecting with the tools you love. Automation tools like IVR, skill-based routing or automated callback come only with high-tier plans. You have to pay extra in order to get call recording.
Flexible for Any Business
#8 Cisco
Cisco is one of the biggest and most well-established companies on the market. Its Webex applications for meetings and VoIP come with big expectations. Is it worth the money?
Cisco is a reliable solution designed to help companies maximize the performance of their employees. It helps businesses scale easily as they grow. Cisco also provides high-level security through encryption, authentication, and access control to protect against cyber attacks. Another advantage is management tools for easy monitoring, management, and configuration. Furthermore, the provider is a cost-effective solution that saves money on both software and hardware.
Unfortunately, if you’re looking for a VoIP solution, you’ll have to contact Cisco’s sales team because this option is only available for custom Enterprise plans. And even then, it lacks several vital features, including
#9 Mitel
Mitel’s VoIP product, MiVoice Business, provides users with a comprehensive calling platform capable of meeting both their sales and customer support needs.
Mite’ls list of features offers a number of benefits to users, improving their efficiency and productivity, regardless of whether they work from the comfort of their home or the office. The phone system was designed with flexibility, making it easy to scale your business without breaking the bank. What’s more, Mitel pays close attention to their customer experience, so you’ll always have someone to talk to should anything ever go wrong.
Reviewers on G2 have complained about connectivity issues with this service. According to some, the interface can also be difficult to navigate for new users.
Quote per Request.
#10 Aircall
Aircall is an advanced calling solution used by 15,000+ clients. It’s designed to speed up sales processes, boost communication with prospects, and close more deals. You can automatically dial multiple candidates in a back-to-back queue and surface crucial contact information directly within the phone interface.
Aircall excels when it comes to automation. The provider also features many useful integrations, including Intercom, Pipedrive, and Zapier. Furthermore, it offers Advanced automation tools, user-friendly apps, and reliable customer support.
Aircall lacks some essential video-calling features. Webinar hosting and screen-sharing capabilities are severely limited on the platform, which can lead to a fair amount of frustration for users.
Forecast and Schedule Accurately
By aligning staff resources with call volumes, call centers can minimize wait times, reduce overstaffing or understaffing, and enhance overall efficiency. Leverage VoIP WFM (Workforce Management) tools to help forecast call volumes based on historical data, seasonality, and other factors. This’ll let you accurately predict staffing needs and create optimized schedules to meet call demand.
Monitor Agent Performance
Get comprehensive insights into your agent’s performance by accessing real-time and historical reports. Identify trends, assess agent productivity, and make data-driven decisions by monitoring relevant KPIs (call handling time, average wait time, first-call resolution, CSAT, etc.).
Track Agent Adherence and Attendance
Ensure you always have agents available and ready to handle calls. Take full advantage of VoIP WFM, monitor and manage breaks, lunch hours, and other scheduled activities to maintain optimal staffing levels and minimize service disruptions.
Boost Performance with Training and Coaching
Analyze performance data to identify areas for improvement, provide targeted training to enhance agent skills, and create better customer experiences. Review calls, give feedback, and coach agents in real time with advanced features like monitoring and call recording features.
Save Time & Optimize Tasks with Integrations
Access a holistic view of your call center operations and customer interactions to better allocate resources, improve service delivery, and enhance customer experiences. Create a centralized solution that integrates with your favorite 3rd party solutions, including quality management, workforce optimization, and CRM systems.
Building the world’s first financial super-app and managing millions of monthly transactions is no simple task. After going global, Revolut learned this the hard way, and soon, the need to grow its sales teams became obvious. And although the company managed to scale its SDR count from 0 to 500+ in just 18 short months, it still lacked one thing – a unified call center solution.
Revolut was looking for several things. A fast, reliable, and secure way to contact their prospects, easy access to actionable insights in their CRM, and the ability to easily expand into new markets. That’s when the company reached out toCloudTalk.
CloudTalk dramatically increased Revolut’s control over its inbound and outbound calling operations. Every sales agent’s work aspect can be monitored and tracked to improve performance. As a result, Revolut reduced sales operations by 40 hours per month, cut costs, and improved efficiency.
Call center workforce management software is a tool that helps call centers manage their agents and resources more effectively. It enables managers to optimize staffing levels, monitor agent performance, and improve scheduling and forecasting.
The cost of call center workforce management software can vary widely depending on the features and capabilities of the tool, as well as the size and complexity of the call center. Some solutions are priced per user, while others are priced based on the number of seats or agents. Learn more here.
When choosing the best call center workforce management software, there are several factors to consider, including the size of the call center, the number of agents, the type of industry they are in, and the specific needs of their organization. Here’s a buyer’s guide.
The benefits of call center workforce management software are numerous and can include increased productivity, enhanced customer service, improved agent scheduling, and more. Call center workforce management software can help call centers achieve their goals more efficiently and effectively by optimizing staffing levels, monitoring agent performance, and improving scheduling and forecasting.
Creating a WFM (Workforce Management) program requires a systematic approach that includes several key steps. First, you need to define your objectives and KPIs (Key Performance Indicators). Then, you need to gather and analyze data to understand your current performance and identify areas for improvement. Once you clearly understand your requirements, you can develop a staffing plan and optimize scheduling to ensure you have the right people in the right place at the right time.
SAP Workforce Management is a cloud-based software solution designed to help organizations manage their workforce more effectively. It offers a wide range of features and capabilities, including time and attendance tracking, scheduling and forecasting, and analytics and reporting. SAP Workforce Management can help organizations optimize staffing levels, improve productivity, and reduce labor costs.
KPIs in workforce management (WFM) are metrics used to measure performance and can change as a business evolves. They can be related to external systems that route work, employee performance, and real-time agent information and reporting.
GET STARTED
Discover how CloudTalk can provide you with unparallel control over your customer’s experience and start matching their expectations today
IT & Operations
Sales
Customer support
Company-wide
Software & Tech
Financial Services
Professional services
Education & E-learning
Remote teams
Business phone system
Calling for HubSpot
Small businesses
Medium & Large businesses
Zendesk
Pipedrive
Plecto
Salesloft
