The Very Best WFM Software for Call Centers in 2024

Genesys - Customer Experience and Call Center Technology

Genesys is an industry leader in customer experience (CX) and call center technology, serving over 7,500 organizations in more than 100 countries. Founded in 1990 and headquartered in Menlo Park, California, Genesys has a rich history marked by acquisitions and leadership changes that have helped it grow into a comprehensive platform for enhancing customer loyalty and business outcomes. Under the leadership of Tony Bates, the former CEO of Skype, Genesys continues to innovate in the CX space.

Genesys offers a range of products, each designed to meet the specific needs of customer experience and contact center operations. Notable products include Genesys Multicloud CX, a versatile call center software available on AWS, Azure, and Google Cloud; Genesys Cloud CX, a microservices-based, comprehensive cloud solution built on Amazon Web Services; and PureConnect, originally developed by Interactive Intelligence for managing customer interactions. Another key offering is Genesys DX, which combines CX with AI for enhanced customer engagement.

Benefits:

• Streamlines call center management processes.
• Elevates customer interaction quality.
• Saves time on deployment and scaling operations.

Simplified pricing info:

Named User Licenses: Each named user can access the software anytime. If 100 people need access, you would need 100 named user licenses. Concurrent User Licenses: Allow a specified number of users to access the software simultaneously. For example, if only 50 out of 100 users will use the software at the same time, you need 50 concurrent user licenses, charged at a premium. Genesys Cloud Packages: Packages like GC1, GC2, GC3 with different levels of features and capabilities, with specifics to be discussed with a Genesys pricing expert. Fair Use Policy: Includes minutes for bringing your own carrier, data storage, basic routing/IVR minutes, API calls, voice transcription minutes, and SMS messages.

Additional usage beyond the fair use policy is available at competitive rates. Add-ons: Additional capabilities such as digital, Workforce Engagement Management (WEM), and other specialized features can be added to the base licenses. These add-ons are available for subsets of users and are priced separately. AI Experience Tokens: Advanced AI solutions like Agent Copilot, Genesys Predictive Routing, Genesys Predictive Engagement, and bots require AI Experience tokens. These tokens are included in every Genesys Cloud CX package, but additional tokens can be purchased. Unified Communications and Collaboration: Integrations with popular UCaaS solutions like Microsoft, Zoom, and 8×8. Pricing for these services needs to be discussed with a Genesys expert. For exact pricing tailored to your business needs, you should contact a Genesys pricing expert who will help craft a solution based on your budget and goals.

NICE inContact - The Best WFM Software for Call Centers

NICE inContact, now commonly referred to as NICE CXone, offers a powerful cloud-based contact center solution designed to enhance customer experience through its integrated suite of tools. The platform enables seamless handling of customer interactions across multiple channels, including voice, email, chat, social media, and messaging platforms via its omnichannel routing capabilities. With a cloud-native infrastructure, it ensures scalability, security, and quick deployment, making it a preferred choice for global customer service operations.

NICE CXone excels in workforce optimization with its comprehensive tools for forecasting, scheduling, and shift management, complemented by performance monitoring, coaching, and quality management features. The platform’s robust analytics and reporting functionalities provide in-depth performance insights and customizable reports, aiding in identifying and addressing performance gaps.

The platform stands out with its AI and automation features, including Enlighten AI for enhanced interactions, and NEVA Discover for identifying inefficiencies. Agents benefit from native applications for schedule management and performance evaluations, while customers enjoy personalized experiences through advanced customer experience management tools. Integration and customization are made easy with CXone’s RESTful APIs, SDKs, and developer resources.

Recognized as a leader by top analyst firms like Gartner, Forrester, and IDC, NICE inContact (CXone) has been instrumental in improving customer satisfaction and operational efficiency in contact centers. The latest developments, such as CXone Mpower, further enhance its capabilities with the power of AI. Pricing details for the platform are customized based on specific organizational needs, and potential users are encouraged to request a quote to obtain tailored pricing information.

With a robust feature set and a commitment to elevating customer and agent experiences, NICE inContact (CXone) is a comprehensive and reliable solution trusted by numerous organizations worldwide.

Benefits:

• Unified Interaction-Centric Platform: Handles customer interactions across multiple channels such as voice, email, chat, social media, and messaging platforms seamlessly. Scalable, secure, and deployable quickly, suitable for global customer service operations.
• Workforce Optimization: Includes forecasting, scheduling, and shift management to optimize agent productivity. Tools to monitor and analyze agent performance in real-time, including evaluations, coaching, and quality management.
• Analytics and Reporting: Integrates with tools like Salesforce Einstein, Self-Service Analytics, and Interaction Analytics to analyze interactions and identify performance gaps. Generate prebuilt and customized reports using various data attributes and metrics.
• AI and Automation: Purpose-built AI for customer experience, enhancing employee and customer interactions. Includes AI assistants, bots, and virtual agents. Identifies inefficiencies and performance gaps using AI.
• Agent and Customer Experience Tools: Native applications that allow agents to access their schedules, request time off, trade shifts, and view evaluations. Tools to manage digital interactions, configure omnichannel recordings, and customize the agent experience.
• Integration and Customization: CXone RESTful APIs, SDKs, and tutorials for integrating custom content and other tools or databases. Resources for workflow designers and developers to integrate and customize the platform.
• Quality Management: Create and manage quality forms, plans, and coaching for agents. Monitor evaluations and interactions. Search for and play back interactions to evaluate quality and performance.
• Security and Management: Configure settings such as authentication, employee permissions, and file life cycle rules. Manage corporate directory, voicemail, and call forwarding settings.
• Benefits and Recognition: Recognized as a leader by major analyst firms such as Gartner, Forrester, and IDC. Designed to improve customer satisfaction through efficient and personalized interactions. Helps contact centers operate more efficiently, creating new pathways to profit and ensuring ongoing business improvement.
• Latest Developments: The latest offering that combines CXone’s platform power with Enlighten’s AI intelligence. Recent acquisitions like LiveVox have further strengthened NICE’s position in the conversational AI space.

Simplified pricing info:

As the NICE inContact CXone platform offers highly customizable solutions based on specific organizational needs, standard pricing details are not publicly provided. Instead, interested users are encouraged to request a personalized quote tailored to their unique requirements.

Users looking to understand the cost can visit the “Get Quote” page on the NICE inContact website to provide details about their organization's needs and receive a customized pricing proposal.

Due to the solution's complexity and wide range of features, from omnichannel routing to AI-driven enhancements, pricing varies significantly depending on the scale and specific functionalities required by the business.

Alvaria - Innovating Contact Center Operations

Alvaria, formerly known as Aspect Software, is a leading global provider of call center and customer experience (CX) technology. Headquartered in Westford, Massachusetts, Alvaria boasts a rich legacy dating back to 1973. The company significantly expanded its capabilities in 2021 by merging with Noble Systems Corporation, thereby enhancing its suite of workforce and customer engagement solutions. Today, Alvaria is known for its innovative tools that optimize contact center operations and improve employee engagement.

Alvaria’s key offerings include Workforce Management (WFM) and Workforce Engagement Management (WEM) tools aimed at optimizing staffing and agent performance. The Alvaria Workforce tool provides detailed forecasts and capacity plans, helping to ensure the right number of agents are scheduled to meet service levels. Additionally, Alvaria Performance enables precise measurement of customer experience metrics, allowing businesses to refine their strategies effectively.

Among its advanced features, Alvaria offers compliant proactive outreach, inbound interactions, and a robust cloud-based platform known as Alvaria Cloud for managing customer engagements. The Alvaria CX Suite integrates various products to provide a unified, comprehensive solution for enhancing customer service. Employee engagement is prioritized through tools like Alvaria Employee Experience (EX) and Alvaria Motivate, which leverage gamification to boost performance and satisfaction.

Alvaria also supports mobile optimization with the Alvaria Mobile app, facilitating real-time notifications and functionalities for contact center staff. For continuous improvement and community support, Alvaria provides a 24/7 access community platform and an Ideas Portal for gathering customer feedback to guide product development.

Compliance and security are prioritized, with Alvaria’s Contact Center Outbound Platform being PCI DSS v3.2.1 certified. Known for its industry involvement and recognition by analysts like Frost & Sullivan, Alvaria continues to drive innovation in the contact center space.

For pricing details, interested parties are encouraged to contact Alvaria directly, as specific pricing information is customized based on the organization's needs and size.

With a comprehensive suite of tools designed to enhance customer experience, optimize workforce management, and improve employee engagement, Alvaria stands as a trusted solution for modern customer service organizations worldwide.

Benefits:

• Workforce Management (WFM) and Workforce Engagement Management (WEM): Alvaria Workforce provides advanced forecasting and scheduling to deliver optimal staffing, enhancing efficiency across contact centers while Workforce Optimization offers modern, feature-rich platforms to support and optimize agent interactions.
• Contact Center Infrastructure: Efficient handling of inbound interactions and compliant proactive outreach tools ensure regulatory compliance and effective customer engagement.
• Performance Management: Alvaria Performance centralizes the measurement of changes to customer experience strategies, allowing organizations to gauge the success of their initiatives accurately.
• Employee Engagement: Alvaria Employee Experience (EX) enhances contact center employee satisfaction and Alvaria Motivate uses gamification to boost performance and engagement, resulting in increased productivity and sales.
• Cloud and Unified Communications: Alvaria Cloud, formerly Aspect Via, offers a unified platform for customer interactions, while Alvaria CX Suite integrates multiple products for a comprehensive customer experience solution.
• Mobile and Real-Time Optimization: Alvaria Mobile app complements the Workforce Engagement Management system by providing notifications and functionalities, alongside Alvaria Real Time Optimizer which ensures efficient resource utilization in real-time.
• Community and Support: Alvaria Community offers 24/7 knowledge sharing, self-service options, peer-to-peer collaboration, platform notices, and product release information, supporting various aspects of contact center operations.
• Product Feedback and Development: Alvaria Ideas Portal fosters inclusive, transparent, and data-driven feedback collection to align product development with user needs and business objectives.
• Compliance and Security: Alvaria's Contact Center Outbound Platform is PCI DSS v3.2.1 certified, ensuring secure data handling in compliance with payment card industry standards.
• Industry Involvement and Recognition: With a 50-year history, Alvaria has been recognized for its industry initiatives and contributions by leading analyst firms like Frost & Sullivan.
• Pricing Information: To obtain specific pricing, contact Alvaria directly as pricing varies based on organizational needs and sizes, a common practice for enterprise software solutions.

Simplified pricing info:

• For detailed and customized pricing information about Alvaria's products, including Workforce Management, Contact Center Infrastructure, Performance Management, Employee Engagement, Cloud and Unified Communications, and Mobile and Real-Time Optimization tools, it is necessary to contact Alvaria directly or request a quote through their sales team.
• Pricing details are not explicitly provided on the Alvaria website due to the enterprise nature of the software solutions, which can vary based on specific organizational needs and size.

Calabrio - Workforce Management (WFM)

Calabrio is a comprehensive workforce optimization solution designed to enhance the performance and efficiency of contact centers. Trusted by numerous organizations, Calabrio offers a suite of powerful tools that empower agents, deliver AI-fueled business intelligence, and elevate customer experiences. The platform is built to transform contact centers into customer-centric service hubs by focusing on agent performance, customer satisfaction, and brand loyalty. A key aspect of Calabrio is the Calabrio ONE Suite, an integrated platform that streamlines operations and boosts agent performance by consolidating all contact center data into a single interface.

Key features include Workforce Management (WFM) for efficient agent scheduling, Quality Management (QM) for easy access to call recordings and streamlined reporting, and advanced analytics to turn insights into actionable steps. These tools help in enhancing agent empowerment through intuitive navigation and AI-driven insights. Calabrio also excels in customer experience by supporting omnichannel cloud contact centers, allowing seamless interactions across various channels. The platform offers real-time performance monitoring for improved customer interactions and overall experience. Additionally, Calabrio's flexible cloud solutions are designed for scalability, catering to the growing needs of contact centers while supporting global operations. Integration is another strong point of Calabrio, with seamless compatibility with Amazon Connect for building robust cloud contact centers and Salesforce for streamlined reporting and optimization.

Benefits:

• Streamlines relevant process: Optimizes workforce management and contact center efficiency.
• Elevates specific output quality: Enhances agent performance and customer interactions through AI-fueled insights.
• Saves time on specific task: Simplifies agent scheduling and quality management with intuitive tools.

Simplified pricing info:

Pricing details for Calabrio’s tools are not explicitly listed on their website. To obtain specific pricing information, you need to contact Calabrio directly or request a quote through their website. This approach allows Calabrio to tailor pricing based on the unique needs and scale of each contact center, ensuring a customized solution that fits various organizational requirements. Due to the absence of fixed pricing plans online, potential customers are encouraged to reach out for a consultation to receive an accurate pricing model that aligns with their contact center needs and goals. For further details, visit the Calabrio website or contact their sales team for personalized assistance and information on available packages and pricing.

Talkdesk - Your AI-Driven Contact Center Solution

Talkdesk is a global leader in cloud contact center solutions, renowned for its AI-driven customer service capabilities. Designed to empower enterprises of all sizes, Talkdesk delivers modern, AI-powered customer service tailored to industries such as financial services, healthcare, transportation, hospitality, and retail. With generative AI, Talkdesk automates customer self-service, enabling quick and efficient resolutions, while AI tools assist agents in handling inquiries more effectively.

One of Talkdesk’s standout features is its industry-specific solutions, addressing unique operational needs in sectors including financial services, healthcare, transportation, and retail. The platform supports omnichannel engagement, allowing seamless customer interactions across voice, email, chat, and social media, ensuring exceptional service delivery. AI also plays a pivotal role in workforce engagement, enhancing agent performance and efficiency.

Talkdesk integrates smoothly with various collaboration tools, ensuring comprehensive internal communication. Its advanced analytics, powered by generative AI, help uncover hidden customer pain points, facilitating superior customer experiences. Additionally, the low-code customization options, including custom routing and report generation, give businesses the flexibility to tailor the platform to their specific needs.

Key additional features include third-party integrations with CRM and ticketing systems, high call quality assurance, SIP number retention, internal AWS storage integration, and debugging tools for optimizing call flows. Users appreciate Talkdesk for its user-friendly interface, competitive pricing, and the ease of customizing solutions. Recognized by industry leaders, Talkdesk has been named to the Forbes Cloud 100 and awarded by Frost & Sullivan and IDC MarketScape.

For organizations looking to leverage AI without requiring a team of data scientists, Talkdesk offers the AI Trainer, a low-code tool featuring generative AI observability dashboards to ensure AI accuracy, ethics, and compliance. Overall, Talkdesk provides a robust suite of AI-powered tools designed to enhance customer service, optimize agent performance, and deliver deep insights, making it a trusted choice for businesses worldwide.

Benefits:

• Automates customer service processes.
• Enhances agent efficiency.
• Provides deep customer insights through analytics.

Simplified Pricing Information

Pricing details for Talkdesk are not explicitly provided on the main website. To obtain pricing information, you need to request a demo or get a quote tailored to your specific needs. You can request a demo by clicking on the "REQUEST DEMO" button on the Talkdesk website and filling out a form with your contact information and details about your organization. Alternatively, you can contact Talkdesk's sales team directly to inquire about pricing for a more personalized quote based on your specific requirements.

Benefits of Using WFM Software for Call Centers

1. Optimized Scheduling: Ensure the right number of agents are available at all times. Reduce under- or over-staffing, increasing efficiency and reducing costs.
2. Enhanced Employee Satisfaction: Provide flexible scheduling and easy shift-swapping. Improve work-life balance and reduce employee turnover.
3. Accurate Forecasting: Use advanced algorithms for more accurate call volume predictions. Plan resources effectively to meet demand spikes and lulls.
4. Real-Time Monitoring: Gain insights into real-time performance metrics. Quickly address issues such as unexpected call volume increases.
5. Improved Customer Experience: Reduce wait times and improve service levels. Ensure that skilled agents are available for specific call types.
6. Data-Driven Insights: Leverage detailed analytics and reports for better decision-making. Identify trends and areas for improvement.
7. Cost Efficiency: Minimize overtime and idle time, optimizing labor costs. Improve the ROI from your workforce management initiatives.
8. Scalability: Easily scale your operations as your business grows. Adjust resource requirements quickly to adapt to changing call volumes.
9. Automated Processes: Automate routine tasks such as shift assignments and time-off requests. Free up management to focus on strategic initiatives.
10. Compliance and Security: Ensure compliance with labor laws and internal policies. Provide secure access to sensitive employee and operational data.
11. Better Training and Onboarding: Identify skill gaps and schedule training sessions efficiently. Accelerate the onboarding process for new hires.
12. Integration Capabilities: Seamlessly integrate with CRM, ACD, and other critical systems. Create a unified ecosystem for comprehensive workforce management.

Frequently Asked Questions (FAQs)

What is Workforce Management (WFM) software for call centers?

Workforce Management (WFM) software for call centers is a suite of tools designed to optimize the scheduling, forecasting, and management of call center agents. It ensures that the right number of agents are available at the right times, improving efficiency and customer satisfaction.

Why is WFM software important for call centers in 2024?

In 2024, the increasing complexity of customer interactions and the demand for enhanced service levels make WFM software critical. It helps call centers manage remote and hybrid workforces, integrate with omnichannel platforms, and leverage AI for predictive analytics, enhancing both operational efficiency and customer experience.

What features should I look for in the best WFM software?

Key features to look for include: Accurate forecasting and scheduling, Real-time monitoring and reporting, Integration with CRM and call center software, AI-driven analytics for predictive modeling, Employee self-service portals, Mobile accessibility, Compliance management, Support for remote and hybrid work environments.

How does WFM software help in improving customer satisfaction?

WFM software ensures that call centers have the right number of agents available to handle customer interactions efficiently. This reduces wait times, minimizes abandoned calls, and ensures that customers have positive experiences when they reach out for support. Additionally, robust reporting and monitoring tools help in identifying and addressing customer service issues promptly.

Can WFM software support remote and hybrid work models?

Yes, modern WFM software is designed to support remote and hybrid work models. It allows managers to schedule and monitor agents working from various locations, provides real-time data on performance, and offers tools for remote communication and collaboration.

How does AI enhance WFM software for call centers?

AI enhances WFM software by providing advanced predictive analytics, which help in accurate forecasting and scheduling. AI algorithms can analyze historical data, detect patterns, and predict future call volumes and agent requirements. Additionally, AI-driven tools can offer insights into agent performance and customer sentiments, leading to better decision-making and improved service quality.

Is WFM software scalable for growing call centers?

Yes, the best WFM software solutions are scalable to accommodate the growth of call centers. They support the addition of more agents, integration of new communication channels, and handling of increased interaction volumes without compromising performance. This scalability ensures that as your call center grows, your WFM solution grows with it.

How does integration with other systems benefit WFM software?

Integration with other systems like CRM, HRM, and call center software enhances the functionality of WFM software. This integration allows for the seamless exchange of data, improving accuracy in forecasting and scheduling. It also helps in providing a unified view of various operational aspects, leading to more informed decision-making.

How can I ensure successful implementation of WFM software in my call center?

To ensure successful implementation: Choose a solution that meets your specific needs and budget, Engage stakeholders early in the process, Provide comprehensive training to users, Monitor the implementation process closely, Continuously review and optimize the system based on performance data and feedback.

How much does WFM software typically cost?

The cost of WFM software can vary widely based on the features, number of users, and level of customization you require. Pricing models may include subscription fees (monthly/yearly), one-time license fees, and additional costs for support and training. It's essential to get a detailed quote and understand the pricing structure before committing.