With over half of customers still favoring phone conversations for support, the complexity and demands on call centers have significantly increased [*]. In response, businesses are investing in tools that streamline scheduling, enhance customer engagement, and improve agent compliance.
However, efficiently managing your call center operation depends on deploying the right workforce management software. However, choosing the right solution can be difficult.
To help with this decision, we’ve handpicked the top 8 call center workforce management software solutions of 2024. Each has been selected based on its features, reliability, and compatibility with simple and complex infrastructures, ensuring that you find a tool that matches your business needs.
1. Teramind
Teramind is a workforce management software designed specifically for call centers aiming to enhance operational efficiency and maximize employee productivity . It offers a comprehensive suite of tools that support real-time employee monitoring, advanced behavior analytics, and automated policy enforcement.
With Teramind, managers can track and analyze employee activities in detail, from emails sent and received to apps used and websites visited, all within the context of their specific roles and tasks.
Teramind’s intuitive dashboard allows for real-time data visualization, making it easier for managers to make informed decisions based on actionable insights. Customizable alerts and live feeds also keep the management team up-to-date on all employee actions, ensuring immediate awareness of any critical issues or opportunities for performance improvement.
Additionally, Teramind integrates seamlessly with existing CRM and ERP systems, which enhances its utility by linking employee performance data with broader business metrics without disrupting current workflows.
There’s also the security aspect of Teramind — particularly with features such as data loss prevention (DLP) and audit trails that help safeguard sensitive information and comply with regulatory requirements.
These capabilities make Teramind a critical component of a call center’s security strategy, ensuring that all communications and data handling within the center are conducted safely and in accordance with best practices.
Key Features
- Agent Monitoring. This feature enables real-time supervision of employee activities, allowing managers to observe active windows, applications used, and websites visited. This helps enforce policies and maintain high productivity standards across the workforce.
- Screen Recording & Playback. This functionality records all user activity on the screen, which can be played back for audit and training purposes. It’s especially useful in understanding user behavior, resolving disputes, and maintaining compliance with internal and regulatory standards.
- Productivity Analysis. This evaluates the efficiency of employee workflows by monitoring application and website usage, identifying trends, and highlighting areas for improvement.
- Keystroke Logging. The keystroke logging feature captures every keystroke made by users, providing detailed context on user inputs across various applications. This feature is useful for security purposes, such as investigating potential data leaks or ensuring compliance with data protection policies.
Use Cases for Teramind Workforce Management
- Improve Agent Productivity. Teramind’s behavior analytics engine helps identify high-performance patterns and inefficiencies, enabling managers to implement strategies that boost agent productivity and optimize call handling times.
- Get Early Warnings of Risky Activity. The platform’s intelligent behavior alerts system proactively notifies supervisors of unusual or unauthorized actions, allowing for quick intervention before potential issues escalate.
- Monitor Call Center Solutions & Workflows for Discrepancies. With its live video monitoring feature, Teramind allows for the real-time observation of agents’ screens, ensuring that all call center activities align with established workflows and protocols.
- Detect Fraud, Theft, and Insider Threats. The software’s comprehensive risk analysis dashboard and automated rule-based policies are designed to detect and mitigate internal security threats. This includes fraud, theft, and insider risks, — all to ensure a secure operational environment.
- Combat Negligence and Accidental Loss. The software’s automated rule-based policies can prevent accidental loss of sensitive information by enforcing strict compliance protocols and instantly correcting negligent behavior by employees.
Teramind’s Pricing
Teramind’s pricing is typically structured around the number of users and the specific features required, with several tiers to accommodate different sizes and types of businesses:
- Starter: Starts at $15 per seat/month.
- UAM: Starts at $30 per seat/month.
- DLP: Starts at $35 per seat/month.
- Enterprise: Tailored for large organizations needing full functionality, including video recording, forensic auditing, and more.
Each tier is available in cloud-based and on-premise deployment options, and pricing is usually provided per user per month.
Teramind’s comprehensive feature set, ranging from advanced employee monitoring to predictive analytics and automated workflow management, positions it as a powerful tool for optimizing call center operations. Additionally, the software’s scalability and integration capabilities make it suitable for call centers of various sizes, from small teams to large enterprise operations.
Related → Unifying A Dispersed Call Center Through Security, Compliance and Workflow
2. Everhour
Everhour is a time-tracking and project management tool designed to enhance productivity and streamline workflow for teams across various industries. It integrates seamlessly with a multitude of project management applications, such as Asana, Trello, Basecamp, and more, allowing users to track time directly within their usual project management environments.
This integration capability ensures that time logging becomes a natural part of the project management process, eliminating the need for separate time-tracking applications and thereby reducing friction and redundancy in workflows.
Everhour’s capabilities extend to detailed and accurate reporting features that enable managers to monitor team performance, project progress, and budget expenditure with ease. Users can generate comprehensive reports that offer insights into work hours, budget status, and project profitability.
Additionally, Everhour offers features such as invoicing, expense tracking, and resource planning, making it a good solution for managing all aspects of project finances and operations.
Key Features
- Employee Self-Service Portal. Employees can access their schedules, track their time, and request time off directly through the portal. This empowers employees and reduces administrative workload for managers.
- Live Work Tracking. Offers real-time insights into employee activities, enabling managers to monitor ongoing tasks and work hours as they happen. This feature is crucial for ensuring that projects are on track and helps in making immediate adjustments to work allocation and deadlines.
- Timesheet Compilation. Simplifies the process of timesheet compilation, automating the recording of work hours directly linked to specific tasks and projects. This feature supports accurate invoicing and payroll processing by ensuring that all billable hours are captured and categorized correctly.
Pricing
- Free. $0 per month/user.
- Team. $0 per month/user.
Everhour provides a comprehensive solution that enhances call center operational efficiency through detailed time tracking, advanced scheduling, and integrative capabilities. Its ability to provide real-time data and analytics helps managers optimize workflows and employee productivity.
3. Cloudtalk
CloudTalk is a cloud-based call center software tailored for modern sales teams and customer support services. The platform offers a robust suite of calling features, combined with ease of setup and scalability that caters to businesses of all sizes. It provides local phone numbers from over 140 countries, enabling businesses to establish a local presence globally without the overhead of physical offices.
In addition to basic call center functionalities, CloudTalk offers advanced analytics and reporting tools that provide real-time insights into call metrics, agent performance, and customer interactions. This enables managers to make data-driven decisions to optimize call flows and agent allocation.
The platform also integrates seamlessly with popular CRM systems, e-commerce platforms, and helpdesk software, allowing for a unified approach to customer communications. With features like click-to-call, call tagging, and real-time customer information, agents can deliver personalized and effective service.
Key Features
- Call Queuing Management. This feature manages high call volumes efficiently by placing incoming calls in a queue when all agents are busy. It provides callers with estimated wait times and the option to receive a callback instead of waiting in line.
- Smart Call Routing. Automatically routes incoming calls to the most appropriate agent based on pre-set criteria such as skill level, call history, and customer priority, enhancing the efficiency of call handling.
- Virtual Number Provisioning. Offers the ability to quickly set up virtual phone numbers in various countries, enabling local presence on a global scale without physical infrastructure.
Pricing
- Starter. $25 per month/user.
- Essential. $30 per month/user.
- Expert. $50 per month/user.
- AI Conversation Intelligence. $19 per month/user.
Cloudtalk offers a powerful solution for call centers aiming to optimize their communication processes and improve customer interactions. Its comprehensive suite of features supports efficient call handling, advanced routing, and detailed performance analysis.
4. Sling
Sling is an employee scheduling and communication platform that serves as a tool for businesses managing shift-based workers. It helps in creating streamlined schedules that accommodate employee availability, shift preferences, and business needs, all while minimizing conflicts and covering all operational demands.
The platform’s interface allows managers to create and distribute employee schedules with ease, and its mobile compatibility ensures that employees can access their schedules, request shift swaps, or report absences directly from their smartphones.
Beyond scheduling, Sling incorporates powerful communication tools and task management features. It offers in-built messaging capabilities, enabling real-time communication between managers and team members, which is crucial for maintaining operational clarity and responding swiftly to changes or emergencies.
Key Features
- Labor Cost. This tool provides real-time insights into labor costs, allowing managers to adjust schedules on the fly to meet budgetary constraints and reduce overtime expenses.
- Integrated Messaging System. Ensures seamless communication within the team by allowing messages, updates, and notifications to be sent directly through the platform, facilitating better coordination and engagement.
- Time Clock. Includes a built-in time clock feature that allows employees to clock in and out directly through the app, which simplifies payroll processes and enhances time tracking accuracy.
Pricing
- Free. $0 per user/month.
- Premium. $1.70 per user/month.
- Business. $3.40 per user/month.
Sling provides an integrated solution that covers scheduling, communication, and task management. Its ability to streamline complex scheduling tasks and enhance team communication makes it a suitable tool for call centers aiming to optimize their workforce management.
5. Deputy
Deputy is a cloud-based workforce management solution designed to streamline scheduling, time tracking, and communication within businesses of all sizes.
It allows managers to create and manage employee schedules efficiently, using auto-scheduling technology to match staff availability and skills with business needs. This feature significantly reduces the time spent on manual scheduling while ensuring optimal staffing levels.
Additionally, the platform’s time and attendance tracking system simplifies the process of recording hours worked, using mobile clock-in with facial recognition and GPS validation to ensure accuracy and prevent time theft.
One of Deputy’s key features is its seamless integration with a wide range of HR systems and ADP, which simplifies payroll processing by automatically syncing timesheet data. This integration capability not only saves time but also reduces errors associated with manual data entry.
Key Features
- Shift Swapping. Deputy allows employees to swap shifts directly through the platform, subject to manager approval, which improves flexibility and employee satisfaction while maintaining coverage.
- Auto-Scheduling. Utilizes artificial intelligence to automatically generate optimal shift schedules based on staff availability, skills, and business needs, significantly reducing the time managers spend on scheduling.
- Labor Law Compliance. Features built-in compliance controls that automatically factor in local labor laws and union rules during the scheduling process, helping to prevent breaches and penalties.
Pricing
- Scheduling. $4.50 per user/month.
- Time & Attendance. $4.50 per user/month.
- Premium. $6 per user/month.
- Enterprise. Request a quote.
Deputy streamlines call center operations by automating essential tasks like scheduling and time tracking, boosting operational efficiency and ensuring compliance with labor laws. Its advanced forecasting tools and real-time data access allow call centers to proactively adapt to fluctuating demands, enhancing overall responsiveness and service delivery.
6. Talkdesk
Talkdesk is a cloud-based contact center solution that enhances call center operations through advanced telephony features like voice and video calling, complemented by a comprehensive suite of workforce management tools. These tools include intelligent scheduling, real-time performance analytics, and predictive staffing, all designed to boost efficiency.
The platform features AI-powered automation, such as intelligent routing systems that direct calls to the most suitable agents based on their skills and availability. This reduces wait times and improves customer satisfaction.
Talkdesk also provides robust analytics and real-time reporting capabilities, allowing managers to continuously monitor and analyze call center performance. These insights help optimize operations, adjust strategies dynamically, and identify training needs for agents.
Furthermore, Talkdesk is highly customizable, allowing businesses to tailor workflows and integrate with a variety of third-party applications, including CRM systems, e-commerce platforms, and workforce management tools.
Key Features
- Workforce Engagement Management. Features engagement tools that foster a positive work environment, such as gamification, mood tracking, and rewards systems, which help in maintaining high levels of agent motivation and satisfaction.
- Automated Customer Surveys. Post-call surveys can be automatically triggered to gather customer feedback immediately after their interaction, providing valuable insights into the quality of service and areas for improvement.
- Predictive Dialer. This feature optimizes outbound call operations by automatically dialing numbers from a predefined list and connecting the call to an available agent when the recipient answers, increasing efficiency and contact rates.
Pricing
- CX Cloud Essentials. $85 per user/month.
- CX Cloud Digital Essentials. $85 per user/month.
- CX Cloud Elevate. $115 per user/month.
- CX Cloud Elite. $145 per user/month.
For call centers aiming to modernize their operations and provide exceptional service, Talkdesk offers a suitable solution that meets a wide range of needs. Its AI-driven capabilities ensure that staffing levels are always aligned with demand, thereby improving service quality.
7. Five9
Five9 is a cloud contact center software provider that facilitates enhanced communication between businesses and their customers.
As a fully cloud-based solution, Five9 offers significant flexibility and scalability, allowing companies of any size to manage inbound, outbound, and blended contact center operations seamlessly. Key features include advanced automatic call distribution (ACD), interactive voice response (IVR), and computer telephony integration (CTI), which collectively help streamline call processes and improve customer interaction quality.
Beyond basic call handling, Five9 integrates artificial intelligence and machine learning technologies to optimize call center performance. This integration enables features like intelligent routing, which directs customers to the most appropriate agent or automated system based on real-time data and predefined criteria.
Key Features
- Multi-Channel Support. Allows agents to manage interactions across various channels, including voice, email, chat, and social media — all from a single interface.
- Genius AI. This feature leverages artificial intelligence to optimize the customer experience. It includes virtual agents that can automate responses and direct calls, predictive behavioral routing, and AI-powered analytics to improve agent performance and customer satisfaction.
- Visual IVR. Five9’s Visual IVR allows customers to navigate a visual-based menu on their devices as an alternative to traditional voice prompts. This can enhance the user experience by providing a more intuitive and efficient way to interact with the service.
Pricing
- Digital (Digital-only). $175 monthly.
- Core (Voice-only). $175 monthly.
- Premium (Digital + Voice). $235 monthly.
- Optimum (Digital + Voice + WEM). $295 monthly.
- Ultimate (Digital + Voice + WEM + Analytics). $325 monthly.
Five9 boosts call center efficiency and customer satisfaction by leveraging advanced technologies such as AI and VoIP. The software features predictive dialing, multichannel support, and real-time analytics, which empower call centers to operate more effectively by adapting quickly to customer needs and business demands.
8. Calabrio
Calabrio specializes in customer engagement and analytics software, designed to enhance the effectiveness of contact center operations. Its flagship product, Calabrio ONE, offers a suite of tools that includes workforce optimization, quality management, and advanced analytics, all integrated to streamline the management of contact center resources and improve customer interactions.
The platform simplifies the user experience while delivering deep insights into customer data, enabling quick and informed decision-making. Calabrio stands out for its ability to provide a unified view of agent and customer interactions across multiple channels, offering detailed analytics that reveal insights into customer satisfaction and agent efficiency.
Additionally, Calabrio excels in workforce management with features like dynamic scheduling, adherence monitoring, and forecasting. These tools optimize staff allocation based on real-time needs and historical data, ensuring optimal staffing levels that enhance service levels and operational agility.
Key Features
- Workforce Management. Calabrio WFM integrates seamlessly with Amazon Connect, synchronizing user, agent, supervisor, and team data for configuration purposes and for associating historical data. This synchronization includes historical data critical for scheduling and forecasting workforce needs, enabling more accurate and effective planning in workforce management.
- Quality Management Suite. Includes tools for monitoring and assessing the quality of agent interactions with customers, helping to ensure high service standards are maintained.
- Advanced Analytics. Calabrio offers deep analytics capabilities, including speech, text, and desktop analytics. These tools help uncover trends and patterns in customer interactions, enabling call centers to enhance service quality and customer satisfaction.
Pricing
- No pricing information available. Contact Calabrio.
Calabrio is good at managing multiple communication channels, offering actionable insights through real-time data. This makes it an essential tool for any call center focused on optimizing its workforce and enhancing customer service capabilities.
Improve your Workforce Management with Teramind
Optimizing your workforce for productivity, especially with hybrid and remote teams, can pose significant challenges. That’s why having access to accurate, real-time data is crucial.
Teramind provides a comprehensive solution that offers complete visibility into your workforce operations. This powerful tool tracks all activities and also analyzes behavior patterns to ensure your team is operating efficiently.
With Teramind, you can easily identify productivity bottlenecks and implement strategies to enhance overall performance. In addition to this, its intuitive interface and robust reporting capabilities make it easier than ever to monitor remote workers and make informed decisions that optimize your business processes.
Why Choose Teramind?
- Simplify Oversight. Experience clutter-free monitoring with Teramind’s streamlined alert system. Alerts are organized into a news feed format, allowing you to quickly discern between trivial data points and significant behavioral trends, enhancing your ability to act efficiently.
- Optimize Productivity. Unlock the power of geolocation tracking with Teramind to monitor specific employees or teams. Validate employees’ locations, assess regional impacts on workflow, and compare productivity across environments. This feature provides objective data for informed decisions about hybrid and remote workforces.
- Detect Issues Faster. Leverage Teramind’s smart rules and OMNI technology to highlight critical behaviors in an easily digestible format. This speeds up response times, helping you quickly understand and address potential issues.
- Prevent Unauthorized Access. With employees accessing cloud applications remotely, the risk of shadow IT increases. Teramind’s monitoring tools detect and automatically block unapproved apps and websites, securing your corporate network against threats.
- Protect Sensitive Information. Enhance security with Teramind’s robust tracking capabilities. Every keystroke is logged, creating searchable, indexed content combined with screen recordings, providing security teams with powerful tools for rapid investigations and maintaining data integrity.
