Want to cut right to the case? The Best Call Center Workforce Management Software right now are Freshdesk and Zendesk.
Call center workforce management software is a tool used by contact centers to manage various operations and processes related to their customer interactions. These types of software help reduce costs and improve customer experience by optimizing workflows, providing in-depth analysis, and driving agent engagement.
As the complexity of call centers increases, especially in a changing world, agents need to handle multiple transactions simultaneously. Unfortunately, manual work often leads to errors and productivity issues, hence the need for effective workforce management software.
Top 13 Best Call Center Workforce Management Software
| Brand | Starting price | Best for |
|---|---|---|
| 1. Freshdesk | $15/month | Scalability |
| 2. Zendesk | $19/month | Versatility |
| 3. Zoho Desk | $19/month | Affordability |
| 4. Talkdesk | $75/month | Overall functions |
| 5. CloudTalk | $25/month | Value |
| 6. Kustomer | $89/month | Customer satisfaction |
| 7. CalabrioOne | $20/month | Remote flexibility |
| 8. Ameyo | Request quote | Calling |
| 9. 8×8 | $19/month | Global workforce |
| 10. Intradiem | Request quote | SME |
| 11. Dixa | $99/month | Mid-market enterprises |
| 12. Avaya OneCloud CCaaS | $23/month | Enterprises |
| 13. Five9 | $100/month | Security |
#1. Freshdesk – Best Call Center Workforce Management Software for Scalability
Pricing: Includes free trial, then starts at $15USD/ month per user
One of the more popular options when it comes to call center workforce management, Freshdesk has been around 2010. In just a decade, it has grown to become of the leaders in the CCX space. This platform offers a variety of different features, ticketing, collaboration, omnichannel helpdesk, automations, self-service, and more. Used by more than 50,000 companies, Freshdesk is a leader in the SaaS space.
| Pros | Cons |
| Robust platform with lots of features | No integration with Google Workspace Email and Calendar |
| Detailed and customizable reporting | No pick-and-choose price model |
| Integrations include: QuickBooks, MailChimp, SurveyMonkey, Jira, and more |
#2. Zendesk – Best Call Center Workforce Management Software for Versatility
Pricing: Starts at $19USD/ month
Take questions from your customers from any channel and pull them into one central location with Zendesk’s help desk system. Their system promises to be simple enough to use out of the box, but also offers a ton of functionality as your company scales. Some of the features they offer include Triggers, Automation, Multi-Brand, Dynamic Content, Guided Mode, SLA, CSAT, and more.
| Pros | Cons |
| A range of functionalities offered | Poor customer service |
| Wide range of app integrations | Can become expensive for bigger enterprises |
| Few email customizations |
3. Zoho Desk – Best Call Center Workforce Management Software for Affordability
Pricing: Free for up to 3 agents, then starts at $19USD/ month
Zoho Desk provides your business with the ability to implement a customer knowledge base with access to the most frequently asked questions for fast and efficient support. This platform helps your agents understand your clients’ needs right away. Solutions are calculated for each customer inquiry that comes in the pipeline, and all of your customer’s past interactions are recorded for your agents to see the information on one screen.
Zoho also offers a variety of different business solutions such as sales and marketing, finance, email and collaboration, and human resources, making Zoho a leader in business management.
| Pros | Cons |
| Cost-effective | No employee onboarding feature in platform |
| 15-day free trial offered on the paid version | Limited social media/ SMS functionality on the free version |
| No CSAT ratings on the free plan |
#4. Talkdesk – Best Call Center Workforce Management Software for Overall Functions
Pricing: Starts at $75 USD/ month
Talkdesk offers a wide range of services within its platform. Employee engagement, omnichannel engagement, customer experience analytics, employee collaboration, and more. Coupled with their advanced AI technology, customers have seen a significant increase in the number of calls resolved in less time. Their platform boasts triple-digit increases in call resolution rates and ROI.
| Pros | Cons |
| Friendly UI | No mobile dashboard available |
| Call forwarding between agents | May require some backend knowledge to sync calls to CRM |
#5. CloudTalk – Best Call Center Workforce Management Software for Value
Pricing: Offers a 14-day free trial, then starts at $25USD/ month per user
Integrates with all the most popular CRMs to give you the best analytics and two-way synchronization a call center software can provide. CloudTalk is not only used for customer support but can also be used as a PBX system to connect your branch offices and different departments, as well as provide outbound call center software for your sales team.
| Pros | Cons |
| Multiple use software | No .csv integration options |
| Offers many native integrations for call recording |
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#6. Kustomer – Best Call Center Workforce Management Software for Customer Satisfaction
Pricing: Starts at $89USD/ month per user
Manage every omnichannel customer interaction in Kustomer’s platform including email, live chat, SMS, WhatsApp, social media, and calls. Eliminate the disjointed customer experience of having to go through multiple channels and manage each customer under one platform. This provides your client with the best experience working as one file, rather than being handled by conflicting teams that may offer different solutions.
| Pros | Cons |
| Option to create personal Help Center which gives you the flexibility to update it ad hoc | Workflow creation can require programming knowledge |
| Offers a large knowledge base for the platform | Cannot integrate with social media comments |
#7. CalabrioOne – Best Call Center Workforce Management Software for Remote Flexibility
Pricing: Requires demo
This remote desktop solution gives your agents the freedom to work from anywhere remotely while being connected to their colleagues. CalabrioOne offers its core functionality as well as addons which can be included based on your needs.
On top of their customer service platform, some features they offer are multichannel forecasting, scheduling, employee administration including work-hour contracts, and budgeting modules.
| Pros | Cons |
| Scheduler allows your business to rotate agents in shifts | Remote desktop can be challenging to log on and use for non-technology users |
| Customizing reports is intuitive and easy to use |
#8. Ameyo – Best Call Center Workforce Management Software for Calling
Pricing: Requires quote
Since 2003, Ameyo has brought innovative processes to the customer experience software market with its top-of-the-line cloud contact center solutions. With its advanced call-routing function, you can more efficiently connect your customer to the right agent in a matter of seconds. On the back end, Ameyo is collecting data and analytics to better understand how to resolve tickets faster.
| Pros | Cons |
| Multiple products offered for call center (inbound and outbound), autodialer, omnichannel, omnichannel helpdesk, virtual call center | Dashboard cannot be customized |
| Call charges to countries can differ in price ranges |
#9. 8×8 – Best Call Center Workforce Management Software for Global Workforce
Pricing: Starts at $19USD/ month per user
In addition to all the features your call center needs to run, 8×8 also offers team chats to connect all your agents. 8×8 solves the problem of companies operating on multiple solutions that IT departments need to support.
With 8×8’s cloud platform, all of the communication channels are integrated into one platform. It has integrations to major CRM systems as well as provides the flexibility to work with any CRM through their robust API solutions.
| Pros | Cons |
| Affordable | Poor customer service |
| Cloud-based, easy to use UI | Not all calls are recorded depending on the module chosen |
#10. Intradiem – Best Call Center Workforce Management Software for SME
Pricing: Requires demo
With so much data being captured once a customer hits your business phone line, it becomes increasingly difficult to make sense of the information coming in.
Intradiem’s platform helps your team delegate customer tickets by analyzing through their AI powered algorithm how to handle requests by your predefined rules. Their intelligent automation solutions route calls to the correct channels, increasing customer satisfaction and reducing wait times.
| Pros | Cons |
| Provides modules for WFH training | Slow performance issues |
| No ability to send images |
#11. Dixa – Best Call Center Workforce Management Software for Mid-Market Enterprises
Pricing: Requires quote
Cloud-based platform that gives agents and administrators access to their workflows anytime, anywhere. With the growing customer service remote workforce, Dixa gives your team access to pick up incoming calls, chats, and emails at the touch of a button.
Dixa has been awarded several awards by G2 Software Reviews including the Easiest Setup, the Fastest Implementation, Best usability, Best Est. ROI, Highest User Adoption, and Most Implementable.
| Pros | Cons |
| Free implementation | Integrations errors with social media |
| Flexibility in ticket assigning | |
| 24/7 customer support |
#12. Avaya OneCloud CCaaS – Best Call Center Workforce Management Software for Enterprises
Pricing: Starts at $33USD / month
Connect voice, video, chat, and messaging in an easy-to-use platform. Real-time insights enable your company to optimize customer engagement, employee engagement, and provide real-time monitoring, allowing you to provide better assistance, detail, and guidance. Their adaptive AI connects customers to the right agent at the right time, helping you achieve your goals faster and more efficiently.
| Pros | Cons |
| Includes integrations with Salesforce, Microsoft Dynamics CRM, ServiceCloud, Zendesk, and more | Not cloud-based |
| For more users, it can become costly | |
| Customer service can take a long time to respond to tickets |
#13. Five9 – Best Call Center Workforce Management Software for Security
Pricing: Require quote
This platform offers your call agents the ability to see an entire customer’s support journey under one profile. Agents no longer need to dig and research what a customer has been through once they come on the line. As soon as they call, agents can see their information at the touch of a button enabling your customer support team to focus on assisting your customers and less on figuring out why they are calling.
Five9 puts an emphasis on the security and data integrity of your business. According to their website, they have implemented many standards of data integrity into their platform. Some of the features Five9 offers Reporting and Analytics, Workflow Automation, Workforce Optimization, Engagement Workflow, and Supervisor Tools.
| Pros | Cons |
| Cloud-based solution | Calls are known to drop/disconnect |
| Offers multiple CRM integrations, including Salesforce and Salesforce Lightning | Reporting requires IT/programming knowledge, such as FTPing data to the platform |
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Frequently Asked Questions
What kind of security should you look for when it comes to choosing a software solution?
Because you work with sensitive customer data when processing tickets, data integrity is important when it comes to keeping your information private and secure. It can be helpful to involve IT members when choosing software, as they can provide some insight into the security protocols you should be looking for.
At a basic level, some of the key standards to look for are HTTPS, Secure FTP, Site VPN, SOC 2 compliance, and any industry-related compliance such as HIPAA (if you’re in the health industry).
Is an Omnichannel solution necessary for choosing a Call Center Workforce Management Software?
Omnichannel can allow your customers to better communicate with your agents by providing more ways to connect with your team, such as chat or text messaging. If your business currently has only a few communication channels, such as email and phone calls, you can choose software that supports these interactions.
You may want to expand your business and pick up an omnichannel to go along with your call center management software in the future.
What CSAT and how does a Call Center Workforce Management Software help measure and improve it?
CSAT is the Call Center Customer Satisfaction Score. It measures how satisfied your customers are with your service. This is measured through customer feedback, and the more positive reviews you get, the higher your CSAT score will be.
Call center workforce management software helps prioritize customer tickets as they come in, resolve issues faster, provide self-service to resolve issues faster, and give your agents all the tools they need. A CSAT score is a vital health check for how well your call agents are performing, and how likely a customer is willing to come back.