Let Employees Do Their Best Work with VoIP

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

Boost Employee Morale & Productivity

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

Deliver an Unprecedented Customer Experience

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.

IVR

10 Best Call Center Workforce Management Software Solutions in 2023

Check 10 Best Call Center Workforce Management software in 2023 to help you decide which one fits you the most.

  1. CloudTalk
  2. Avaya
  3. Talkdesk
  4. Nice CXOne
  5. Freshcaller
  6. RingCentral
  7. 8×8
  8. Cisco
  9. Mitel
  10. Aircall

#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’s Benefits

CloudTalk Voice provides high-quality offers, care, and service, all included in our business phone system solution.

  • Easy Management: Use CloudTalk’s web-based admin interface to manage your call center in real-time, add agents, phone numbers, and set up everything you need at any given moment.
  • Reduced Operational Costs: With our business phone system, you can significantly reduce your operational costs, as no special skills are required and there’s no need to hire extra IT specialists. CloudTalk can be managed in a user-friendly interface – all you need is an internet connection.
  • Accessible Anywhere: CloudTalk is a completely cloud-based business phone system – all you need is to set up your CloudTalk account. But don’t worry, if you already have an existing infrastructure, CloudTalk can be easily linked to it. Switch between your laptop and your cell phone easily.
  • Smarter Calls: Distribute all calls to your team in a smart way and view past customer interactions during the call to enhance customer experience. Native integrations with CRM, helpdesk or other popular apps boost your productivity and take lots of manual tasks out of your workflow.
  • SLA: A service level agreement can be provided for all CloudTalk PBX business phone systems, guaranteeing a maximum level of reliability and technical support.
  • Reliable Operation with 24/7 Monitoring: We always make sure your data and voice services are safe. All data (including VoIP itself) are stored in secured locations of Amazon AWS with 24/7 monitoring provided by CloudTalk experts.

Key Features

With CloudTalk advanced features, your phone experience will get to a whole new level.

  • ACD: Automated smart and efficient queue distribution of inbound calls based on all available data to make sure that callers are always directed to the most qualified agent or agent group.
  • IVR: Create your multi-level interactive voice response (IVR) menu to guide the caller through different options. Make sure they are always directed to the right department, agent or group of agents and that they are receiving relevant information through customized messages.
  • Call Queuing: Create customized call queues. Inbound calls are sorted in call queues based on pre-defined rules and steered to available agents within the right group. Personalized messages are available as well.
  • Call Recording: CloudTalk can automatically make a recording of all calls. Once the call ends, you can listen to it directly from your internet browser anywhere and anytime. Improve customer interactions by monitoring your team’s calls.
  • International Numbers: Acquire international numbers (with geographic or non-geographic codes) from more than 160 countries. Local phone numbers allow customers from abroad to call you at standard local rates or free of charge.
  • Real-time Customer Card: Your agents can see all caller information displayed in one place. During the phone call, they can instantly look at the client’s history of interactions, orders, chat, or notes. This allows them to deliver top-notch customer service.
  • Callback: If there are any unanswered phone calls, CloudTalk can automatically call your customers back. A missed call from a customer is registered in the system, which will later dial the customer’s number until the agent and the customer are successfully connected.
  • Business Hours: Define your business hours and decide when you are available for receiving calls. Outside of these hours, you can choose a special personalized absence message, redirect calls to a different phone number or answering machine or even use various combinations.

What is CloudTalk Missing?

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.

What Type of Business is It Best For?

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.

Pricing


#1 Rated call center software

Based on 400+ CloudTalk reviews on 6 independent software marketplaces & platforms

4.4/5 – 260 reviews

Read the reviews

4.4/5 – 840 reviews

Read the reviews

4.4/5 – 310 reviews

Read the reviews

4.5/5 – 260 reviews

Read the 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’s benefits:

  • Easy to set up and use.
  • Wide range of features and integrations.
  • 24/7 customer support.
  • Advanced analytics and reporting tools.
  • Voice and screen recording for quality assurance.

Key Features:

  • Call routing: Route calls based on skills, language, and more.
  • Interactive Voice Response (IVR): Provide customers with options.
  • Workforce management: Schedule and manage agents and their tasks.
  • Real-time monitoring: Monitor calls and agents in real-time.
  • Voice and screen recording: Record calls and screens for quality assurance.

What is Talkdesk Missing?

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. 

Pricing

#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’s Benefits:

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.

Key Features:

  • Smart dialer
  • automatic call recordings
  • speech to text
  • coaching and barging
  • Bring your own carrier available or porting
  • SMS available

What is Avaya Missing?

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.

What Type of Business is It Best For?

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.

Pricing:

#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.

Nice CXOne’s Benefits

  • Integrated workforce optimization and analytics tools.
  • Flexible pricing plans to suit different business sizes.
  • Advanced AI-powered automation.
  • Omni-channel customer engagement.
  • Seamless integrations with popular CRMs and other software.

Key Features:

  • Workforce optimization: Schedule and manage agents and their tasks.
  • Analytics: Monitor performance and identify areas for improvement.
  • AI-powered automation: Automate repetitive tasks and improve efficiency.
  • Omni-channel customer engagement: Communicate with customers across multiple channels.
  • CRM integration: Integrate with popular CRMs like Salesforce and HubSpot.

What is Nice CXOne Missing?

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.

What Type of Business is It Best For?

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.

Pricing

#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’s benefits

  • Affordable pricing plans.
  • Advanced calling features like call forwarding, call waiting, and caller ID.
  • Call center features like call queues, call routing, and IVR menus.
  • Easy-to-use mobile and desktop apps.
  • Integration with other Freshworks tools.

Key features

  • Call forwarding: Forward calls to any phone number or voicemail.
  • Call queues: Manage incoming calls with customizable queues.
  • IVR menus: Create customized menus to route calls to the right team member.
  • Call routing: Route calls based on caller ID or time of day.
  • Mobile and desktop apps: Access all features from your device.
  • Integrations: Connect with other Freshworks tools, including Freshdesk and Freshsales.

What is Freshcaller Missing?

Freshcaller doesn’t offer features like call recording and voicemail transcription. Additionally, some users may find the platform’s reporting and analytics features limited.

Pricing

#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’s Benefits

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.

Key Features:

  • SIP Trunking
  • IVR
  • Call Recording
  • Call Routing
  • Contact Management

What is RingCentral Missing?

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.

What Type of Business Is It Best For?

RingCentral MVP is a flexible cloud-based solution which is ideal for businesses of all sizes.

Pricing

#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.

8×8′ Benefits

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.

Key Features:

  • Call Center Management
  • IVR
  • Contact Management
  • Analytics & Reporting
  • Call Monitoring

What is 8×8 missing?

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. 

What Type of Business is It Best For?

Flexible for Any Business

Pricing

#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’s benefits

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.

Key features

  • Security (ASA firewall, ISE for identity and access management, cloud-based Cisco Umbrella security platform)
  • Comprehensive network visibility and analytics capabilities (NAE, Cisco Tetration, Stealthwatch products)
  • Wide range of cloud networking solutions
  • Network Virtualization technology
  • Interoperability
  • Mobility
  • Internet of Things (IoT)

What is Cisco missing?

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

  •  an autodialer,
  •  ACD,
  •  IVR,
  •  SIP trunking,
  •  call tagging, and more.

Pricing

#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.

Mitel’s benefits

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. 

Key features

  • Call forwarding to mobile numbers 
  • Video conferencing 
  • Drag-and-drop call flow designer 

What is Mitel missing?

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. 

Pricing

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’s benefits

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.

Key features

  • Automatic Call Distribution
  • Call Monitoring
  • Call Transfer
  • Call Recording 
  • Call routing

What is Aircall missing?

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. 

Pricing


How Businesses Use Call Center Workforce Management Software

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.

Get Inspired by the Success of Revolut

How We Cut Revolut’s Sales Ops by 40 Hours per Month

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.

FAQ

What is call center workforce management software?

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.

How much does call center workforce management software cost?

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.

How to choose the best call center workforce management software?

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.

What are the benefits of call center workforce management software?

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.

How do I create a WFM?

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.

What is SAP workforce management?

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.

What are the KPIs in WFM?

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

Connect agents, customers and other software, together in the cloud

Discover how CloudTalk can provide you with unparallel control over your customer’s experience and start matching their expectations today

Only company emails are allowed An error has occurred when checking the email An error has occurred