Categories   >   Call Center Workforce Management Software
Last Reviewed: November 26th, 2024

Best Call Center Workforce Management Software Of 2024

What is Call Center Workforce Management Software?

Call Center Workforce Management Software is a strategic tool designed to optimize productivity and service levels in a call center environment. It solves common challenges like staff under utilization, overstaffing, poor scheduling, and insufficient real-time metrics. The software's key benefits include improved staff efficiency, reduced labor costs, and enhanced customer service. Critical functionalities encompass forecasting, scheduling, real-time monitoring, and reporting. Emerging features such as AI-based predictive modeling and chatbot integration are becoming more prevalent. This solution is indispensable for call center managers and supervisors across various sectors including customer service, sales, and technical support. However, limitations might include the requirement of adequate training and potential resistance to automated scheduling from employees. To conclude, Call Center Workforce Management Software equips businesses with tools to make informed, efficient workforce decisions. Its value proposition is to create a balance between cost-effectiveness, operational efficiency, and satisfying customer expectations.

What Are The Key Benefits of Call Center Workforce Management Software?

  • Enhances staff utilization
  • Improves customer service
  • Reduces labor costs
  • Facilitates accurate forecasting
  • Optimizes efficient scheduling
  • Supports real-time monitoring
  • Promotes data-driven decisions
  • Improves response times
  • Boosts agent productivity
  • Increases operational flexibility
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Overall

Based on the latest available data collected by SelectHub for 85 solutions, we determined the following solutions are the best Call Center Workforce Management Software overall:

WorkForce Suite
WorkForce Suite
Start Price
$10
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Pros & Cons

  • Time and Attendance Tracking: Capture time and pay data to accurately track employee hours and wages. This helps reduce errors and ensure compliance with labor laws.
  • Employee Scheduling: Easily schedule and manage employee shifts to ensure that the right labor mix is available at the right time and cost.
  • Absence Management: Manage absences and leaves to comply with regional labor laws and reporting requirements.
  • Compliance: Navigate complex labor requirements and mitigate risks with advanced compliance features, such as automated right-to-work document verifications.
  • Integrations: Integrate with several third-party apps to eliminate manual data entry and reduce errors, and ensure a smooth flow of information across different platforms.
  • Potential Costs: Implementing the software involves an initial investment, including customization and training. Ensuring the system is adequately supported and maintained requires ongoing expenditure.
  • Difficult to Use: Some solutions can be challenging to use, especially for schedule adjustments and delegating duties, which often require administrator intervention. Data export and import processes can also be complex, with the need to export data from the system and then import it into the payroll system, without direct integration.

Key Features

  • Time and Attendance: Track and record data, ensure compliance with labor regulations, and automate and streamline payroll processes directly through the mobile app.
  • Scheduling: Allow employees to trade shifts and set preferences for their work schedule, and enable managers to review and approve shift changes before they go into effect.
  • Forecasting: Use accurate labor forecasts to create fair, flexible schedules that enhance employee experiences and reduce burnout. Minimize overstaffing and understaffing to ensure maximum productivity, and prevent errors and unnecessary overtime.
  • Absence Compliance Tracker: Comply with industry regulations such as FMLA, plan realistic schedules for employees returning to work and track general leave hours.
  • Analytics: Create custom reports and dashboards specific to your business needs to get a clear picture of how your team is performing. Enable notifications that alert you to important issues like unexpected overtime, urgent scheduling needs or policy violations. Use the drag-and-drop interface to generate data-driven reports in Excel, PDF and HTML formats.
  • Task Management: Ensure your employees have the right information, are updated, and are focused on the right tasks. Store all team files and materials in one place and create custom workflows to ensure tasks are assigned and completed by the right people.
Impact 360 Workforce Management
Impact 360 Workforce Management
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Key Features

  • Forecasting: Track and analyze business data to generate forecast reports to predict future service needs. This allows managers to create schedules based on predicted business needs, ensuring that there are enough staff for any given shift. 
  • Employee Management: Track and manage employee information, including what locations employees work in, skills, qualifications and preferred shifts. 
  • Scheduling: The AI-powered system automatically generates schedules and allows managers to update them directly through the mobile app. 
  • Integration: Impact 360 can be used alongside other Verint products, including performance management and analytics systems, to provide a full-service HR suite that allows managers to leverage pre-built workflows and improve decision-making processes. 
Paylocity
Paylocity
Start Price
$19
Per Employee, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Paylocity

Paylocity is a user-friendly HCM solution that works well for SMBs and delivers an array of features such as payroll management, hiring and talent management in a unified suite. Self-service capabilities help employees access their information. Some users found issues with its payroll, tracking and timesheet capabilities, reducing accuracy and limiting what can be done. However, it offers an intuitive interface, with tools like onboarding and PTO that make tasks easier while speeding up processes. Businesses looking for an end-to-end system to manage HR functions should consider this as a good contender.

Pros & Cons

  • User-Friendly Interface: 60% of users suggested that the interface is user-friendly, with automated payroll and simplified workflows that make it easy to operate and monitor teams.
  • Unified Dashboard: Paylocity enables HRIS, payroll, timekeeping and admin-related tasks to be handled from a single location, according to 60% of users.
  • Performance Benefits: It eases task management for essential activities such as checking time off balances and paychecks, conducting goal assessments and achievements, performing year-end reviews, and more.
  • Easy PTO: It’s easy to use and implement in a day-to-day work routine, with 30% of users mentioning they can check staff availability before approving leaves.
  • Streamlined Onboarding: The onboarding process checks in candidates and sends paperwork before they start, making it 10%-20% easier for admin setup and paperwork completion according to users.
  • Support Team: Paylocity's support process is lengthy according to 30% of users, requiring a lot of back and forth to get an issue resolved, which usually takes days.
  • Cumbersome Payroll: The payroll module requires set up by different people and doesn’t function accurately according to 10% of users.
  • Timesheets: Tracking time is difficult, as Paylocity doesn’t update and capture time entries until a shift is completed.
  • System Logouts: Despite automation, additional verification is required when logging in, causing 10% of users to completely exit and then log in again.
  • Tracking: Tracking functionality doesn’t work well for all the features in the experience of 10%-20% of users.

Key Features

  • Payroll: Companies can simplify multiple financial tasks related to payroll with this feature. It automates payroll processes and takes care of tax compliance, expense reimbursements into paychecks, garnishment services and custom reports that derive whatever data that’s needed. It provides employees with the flexibility to access a portion of their earned wages when needed. 
  • Workforce Management: This feature helps eliminate the need for manual tracking of tasks, reduces administrative work and maintains accurate records of individual employees. The review forms can be customized to promote employees to set goals via an insight chart. 
  • Employee Self-Service: The software provides users with admin analytics, 24/7 secure access, enrollment and insurance access, and internal plans. This feature helps employees and employers to access, update, enroll and administer data respectively. 
  • Time and Labor Management: Workers can clock in and out via the mobile app, and managers can set geofencing rules that ensure accurate clock-punching. It also syncs with payroll automatically and allows managers to create and adjust schedules as needed, without manually correcting payroll data. 
  • Data Insights: The platform allows users to access demographic information, utilization, headcount, labor costs, position insights, turnover and retention. It also features real-time employee data, analytics for employment trends, strategic hiring and budgeting decisions, and programs to build a diverse workforce. 
  • Reports: The system comes with over 100 standard reports along with an ad hoc reporting tool. Users can schedule reports to automatically generate and track key reports with a favorites feature. 
  • Compensation Management: With this feature, administrators can configure settings such as the approval process and eligibility requirements. It also supports the customization of compensation plans to match organizational pay cycles. Company leaders gain a view into budgets and allocations, while managers can provide increases and view employee data like performance and pay history.  
  • Marketplace Integrations: Organizations can extend Paylocity’s capabilities to streamline the payroll regularity and HR data management across all policies. The solution connects with partner solutions in 20 categories, including single sign-on (SSO), ERP and a variety of HR-related functions. More than 300 integrations are available in the vendor marketplace. Data can flow into or out of Paylocity, or in both directions, depending on the integration. 
SAP Workforce Management
SAP Workforce Management
Start Price
$75.59
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked SAP Workforce Management

With a robust set of features and seamless integration with third-party solutions, SAP SuccessFactors Workforce Planning simplifies talent management, performance review and feedback system according to reviews. Users also appreciate the ability to leverage it for employee training and online courses. However, the overall user experience can be challenging due to an outdated UI and complex navigation, on top of a steep learning curve. Users also feel the cost isn’t justified, especially due to the tedious functionality. Overall, it can be a good choice for larger companies with employees who are well-versed to handle its complexities.

Pros & Cons

  • Integration: More than 80% of users who mention third-party software note that the system supports seamless integration.
  • Features: It offers a robust set of features for talent management, leave and attendance tracking, according to over 85% of reviews on the topic.
  • Training: All users who mention this aspect observe that the training capabilities are a key benefit.
  • Learning Curve: Every review about setup and implementation reports that there’s a steep learning curve and the system takes some training to get used to.
  • Cost: The product is expensive for the outdated user interface it offers, according to all users mentioning this aspect.
  • Complexity: About 85% of users who mention functionality and navigation note that the product is complicated to work with.

Key Features

  • Forecasting:  Create projections of future workforces to identify skill gaps across job functions and access insights into available supplies and resources. 
  • Risk Analysis:  Identify potential workforce obstacles and develop a plan to avoid them, eliminating issues before they arise. 
  • Modeling:  Multiple options to build models related to the workforce help facilitate strategic workforce planning. Includes what-if scenarios, headcount plans, cost models, impact models and more. 
  • Strategy Bank:  Pre-templated strategy plans help guide managers to create response protocols. Also provides insight into the potential cost of those plans. 
  • Assignments:  Define metrics for how to measure success, providing clear expectations to team members. Assign tasks and responsibilities to ensure that goals are met. 
  • Headcount Planning:  Facilitate budget alignment by creating headcount plans, editing them in real time and breaking them into sub-plans. Access insights into current workforce and hiring trends and build plans for scaling the workforce up or down. 
Aladtec
Aladtec
Start Price
$100
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Aladtec

Aladtec, the employee scheduling software, has received mixed reviews over the past year. Users appreciate its user-friendly interface, customizable scheduling options, and integration with payroll systems. However, some have criticized its limited reporting capabilities and lack of mobile app.

Compared to similar products, Aladtec stands out for its ease of use and robust scheduling features. Its drag-and-drop interface makes it simple to create and adjust schedules, and its customizable templates allow users to tailor schedules to their specific needs. Additionally, its integration with payroll systems streamlines the scheduling and payroll processes, saving time and reducing errors.

However, Aladtec's limited reporting capabilities and lack of mobile app are significant weaknesses. The reporting functionality is basic, making it difficult to extract meaningful insights from scheduling data. Additionally, the absence of a mobile app limits the accessibility and flexibility of the software for users who need to manage schedules on the go.

Overall, Aladtec is best suited for small to medium-sized businesses with simple scheduling needs. Its user-friendly interface, customizable scheduling options, and payroll integration make it a valuable tool for streamlining scheduling and payroll processes. However, businesses with more complex reporting requirements or a need for mobile access may find Aladtec's limitations to be a drawback.

Pros & Cons

  • Intuitive Interface: Users appreciate the user-friendly design that makes it easy to navigate and manage schedules, even for those with limited technical expertise.
  • Robust Features: Aladtec offers a comprehensive suite of features that meet the diverse needs of employee scheduling, including shift creation, time tracking, and leave management.
  • Flexibility and Customization: Users value the ability to tailor the software to their specific requirements, such as setting custom shift patterns and integrating with existing systems.
  • Mobile Accessibility: The mobile app allows users to manage schedules and communicate with employees on the go, enhancing convenience and efficiency.
  • Excellent Customer Support: Users praise the responsive and knowledgeable support team that provides timely assistance and resolves issues promptly.
  • Limited Customization: Users complain about the inability to fully customize schedules to meet their specific business needs, leading to inefficiencies and wasted time.
  • Complex Interface: Some users find the interface overwhelming and difficult to navigate, making it challenging to create and manage schedules efficiently.
  • Lack of Integration: Aladtec's limited integration with other business systems can create silos of information, making it difficult to access employee data and automate processes.
  • Insufficient Reporting Capabilities: Users express dissatisfaction with the lack of robust reporting features, making it difficult to analyze scheduling data and identify areas for improvement.
  • Poor Customer Support: Some users report slow response times and unsatisfactory support experiences, hindering their ability to resolve issues and optimize schedule management.

Key Features

  • Rotational Scheduling: Vary repetitive processes and tasks between employees. Use pre-configured schedule templates for shift rotations. Let employees view and request open shifts while putting an approval process in place. 
  • User-Friendly Interface: An easy-to-use interface offers precise changes and updates. Access schedules from any device at the user’s convenience. Reduce scheduling errors and overtime with its configurable limits. 
  • Track Time and Attendance: Track employee work hours using a web-based time clock. Allow employees to punch-in via desktops, tablets or smartphones. Set custom rules to define early or late log-ins and get periodical reports of employee hours. Monitor staff attendance in real time with time clock reports. 
  • Improved Communication: Send text messages and emails to individual employees, a specific group or the entire staff. Set protocols for employees to read important messages. Start conversations in a team’s or department’s message board. 
  • Absence Management: Manage employee leave requests electronically, manage time-offs and accrued leaves. Deduct PTOs, sick leaves and other forms of leaves from the leave bank. Generate employee time-off reports. 
  • Records Management: Track employee data by customizing its member database. Add custom fields and manage employee training, certifications, contact information, licenses and more. Get certification expiring alerts and create customized reports. Store pictures, videos, documents and allow restricted access to these files. 
ADP Workforce Now
ADP Workforce Now
Start Price
$110
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked ADP Workforce Now

ADP Workforce Now is a popular PEO and HR solution for businesses that need a comprehensive HCM for payroll, time and attendance, benefits administration, reporting, and compliance assistance. It’s ideal for small teams, mid-sized organizations and larger businesses looking to improve their time tracking, ensure payroll accuracy and go paperless with document management.

Standout features include automated time tracking, collaborative scheduling, talent acquisition, configurable work rules, employee self service and data syncing.

Time and attendance features support productivity by ensuring proper staffing, tracking time via desktop or app, and providing time clocks or ADP® Kiosk access. Additionally, it supports online schedule management, time-off requests and approvals.

It also facilitates benefits administration, SmartCompliance, financial wellness support, and performance and compensation management, fostering a positive employee experience.

Additionally, ADP Workforce Now has AI capabilities that can automate repetitive tasks, analyze workforce data for insights, find tax forms, access company policies, and submit PTO requests through mobile devices or myADP. AI-driven analytics aid decision-making across key HR functions like recruiting, compliance and time management.

Users commend ADP's time tracking for its efficiency and user-friendly interface. However, some users report drawbacks, including customer service issues and a learning curve during implementation.

As a PEO, ADP offers assistance with workers' compensation, claims management and tax support in all 50 states.

Overall, ADP Workforce Now is an inclusive HR solution that provides essential features for payroll, time tracking, and HR management while also offering custom reports, automation and AI capabilities to all business sizes.

Pros & Cons

  • Users generally have positive feedback about ADP's time tracking, highlighting its ease of use for clocking in and out, viewing time cards, and requesting time off.
  • Users highlight quick access to paystubs from current and past jobs. They appreciate having all paystub information in one place and find it easy to download. There are also detailed breakdowns of earnings and deductions.
  • 60% of users appreciate reporting capabilities, particularly the custom reports feature, finding it helpful for generating tailored insights.
  • 64% of users find the system intuitive and user-friendly, praising easy navigation and accessibility of features.
  • While some users appreciate backend support, such as assistance with 401k information, 73% of users express frustration with customer service, citing long wait times.
  • 47% of users experienced a learning curve with features during implementation. Some users mention poor implementation support, leading to a confusing onboarding experience for employees.
  • 40% of users express reports have room for improvement, noting the reporting functionality can be complex and not intuitive enough, with limitations in filter prompts.
  • 36% of users note difficulties with integration between features and occasional slowness and feel that certain aspects are scattered.

Key Features

  • Payroll: Access employee pay data on a dashboard. Automate deductions for benefits and other compensation.
    • Manage tax filings and access historical pay summaries.
    • Prorate pay during a cycle or apply it to previous runs.
    • Identify payroll errors via warning notifications.
  • Time & Attendance: Offers tracking and scheduling capabilities with digital time clocking, visual schedules and clocks with finger scan functionality.
    • Facilitate absence management with absence analysis, leave tracking and more.
    • Secured Time Tracking: Reduce time theft (like buddy punching) with finger scanning, facial recognition and geofencing.
    • Time Tracking Options: Employees can clock in and out using their mobile device, kiosk app, web timesheet, tablet or smart time clock. The time kiosk application enables pin codes or facial recognition for an added layer of security.
    • Scheduling: Assign shifts and let employees swap as needed, reducing productivity bottlenecks. Configure scheduling work rules like max hours/days.
    • Scheduling by Skill: Ensure efficiency by matching specific employees to jobs based on their skills, licenses and certifications. Use skills-based scheduling to assign employees with the required language and training provisions.
    • Dashboards: View absences, schedules, hours worked and overtime. See timecard statuses to help wrap up time details without delaying payroll.
    • Time and Attendance Compliance: ADP’s compliance on-demand option gives clients access to a team of consultants for guidance on key practices. Access a content library with info on federal, state and local laws, and regulations.
  • Talent Management:
    • Recruiting and Hiring: Automatically create job descriptions and job postings. Offers screening, compliance mandates by location, hiring-practice guidance, credential verification and background check tools.
    • Management and Growth: View employee performance, deliver learning programs and offer leadership skill improvement tools. Reduce talent gaps and plan ahead with succession management.
  • Benefits Administration:
    • With ADP AE Snapshot™, managers can access employee metrics on enrollment preferences and decisions.
    • Access ranks of different plans, compare options, calculate and evaluate various scenarios, and configure plan selections with PlanFit.
    • Enroll and manage benefits through the mobile app.
    • Use eligibility, enrollment activity and plan summary reports.
  • ADP® DataCloud: Reference reliable industry data and compare company trends and data to information from similar organizations. Predict turnover and discover contributing factors using big data through Turnover Probability Explorer.
  • ADP® StandOut: Personalize digital coaching content and use 15-minute strength assessments. Offers:
    • Real-time team engagement, custom and performance pulse surveys.
    • Light-touch check-ins with employees.
    • Coaching intelligence and insights.
  • Learning Management: Allow employees to self-enroll for courses. Custom build or upload training content. Provides:
    • 41 pre-packaged compliance and development courses.
    • Course tracking dashboards.
    • Publishing and tracking of instructor-led training.
    • Online demos
  • HR Assist: Features include:
    • Federal and state compliance reporting, along with regulatory expertise and guidance.
    • Job description templates and wizards.
    • Employee handbook assistance.
    • HR doc library and toolkits with guides, forms, documents and policies.
    • ADP TotalSource®: Offers support for benefits, payroll, hiring and compliance across all 50 states. Has features like full-time recruiters, applicant tracking, ZipRecruiter integration, mobile-friendly career sites, background checks and onboarding.
  • Workforce Management: Effectively plan projects and assign tasks, even on the go. Managers can remotely view time off, hours worked and timecards. There’s also overtime and absence analytics and reporting for helpful insights.
  • Digital Record Keeping: Store confidential company data securely in the cloud. Upload data in batches to save time. Search and audit information.
  • Onboarding: Facilitate a fully integrated onboarding experience for new hires. Capabilities include:
    • Digital onboarding
    • Digital I-9 processing.
    • Identification of employee payment preferences.
    • Onboarding completion reminders.

Pricing

License/Subscription Cost
  • Based on recurring subscription fee model (monthly or annual)
  • Costs may vary depending on usage of the application, number of users and frequency of transactions
Maintenance Cost
  • Included in the subscription cost
  • Provides ongoing customer support through a dedicated customer support team to resolve issues quickly
Installation/Implementation Cost
  • Included in the upfront and subscription cost
Customization Cost
  • Will vary depending on the functional requirements such as configurable dashboards, type of data elements required for tracking, complexity of workflows and UI changes.
Data Migration Cost/Change Management/Upfront Switching Cost
  • Dependent on your current software, amount of data to be migrated, availability of migration tools, complexity of data and gaps between the existing system and the new system
Training Cost
  • Provides ongoing training and support for users, available with a service fee
  • Offers a Professional Employer Organization (PEO) option, where ADP handles responsibilities like payroll, benefits, regulatory compliance, workers’ compensation, claims management and tax support.
  • Provides HR services, including a helpdesk, HR checkups and strategic guidance
  • Organizations can take advantage of ADP’s outsourcing solutions for talent, pay and tax admin, compliance, strategic HR, and benefits admin
Recurring/Renewal Costs
  • A recurring monthly fee is charged at the beginning of each month, which typically includes maintenance, monitoring, upgrades, training and support
Synerion
Synerion
Start Price
$2
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Synerion

With an interface that is easy to implement, understand and navigate, Synerion automates and streamlines all major workforce management processes, according to user feedback. The product also offers a suite of efficient features for workforce scheduling and reporting to maintain control on labor costs while improving efficiency. Reviews also suggest that all other features offered are intuitive, and on the rare occasions that glitches occur, the customer service team is responsive and well-versed to tackle most issues. Without any notable cons to speak of, the product can be a great pick for companies looking to automate and enhance their workforce management capabilities.

Pros & Cons

  • Intuitive: All the users who mention this aspect observe that intuitive capabilities are a key benefit of the product.
  • User-Friendly: More than 90% of user feedback on this element reports that the product offers a navigable and user-friendly interface.
  • Scheduling: A robust suite of features supports effective scheduling, according to 75% of users who mention this feature.
  • Customer Service: All reviews that discuss this aspect suggest that customer service is quick and responsive when it comes to issue resolution.
  • Steeper learning curve: Users report a less intuitive interface and a need for dedicated training to master its features.
  • Limited mobile app: Key functions like timesheet approvals and shift swapping are missing from the mobile app, restricting on-the-go productivity.
  • Reporting customization: Creating tailored reports can be challenging due to restrictions in report design and data filtering options.
  • Customer support responsiveness: Users cite varying response times and occasional delays in resolving technical issues.
  • Integration challenges: Some users have encountered difficulties integrating Synerion with specific payroll systems or HR platforms, leading to data inconsistencies.

Key Features

  • Time and Attendance Management:  Automate timekeeping to streamline manual clock, timesheet and payroll processes, as well as minimize the risk of payroll fraud and improve productivity. It also includes: 
    •  Online data collection and management through barcode badges, magnetic stripe cards and biometrics. 
    •  Proof of attendance, ensuring adherence to all labor regulations. 
    •  Controls for labor costs to minimize errors and the chances of overpaying or underpaying. 
  • Workforce Management: Improves ROI and reduces errors with automated processes. It also supports: 
    •  Higher employee engagement through an employee self-service module. 
    •  Easy implementation with cloud and on-premise deployments. 
  • Time Clocks: Digital time clocks like biometrics, touch screen and tablet time clocks save time and money while aiding efficient workforce management. 
  • Scheduling: Automate the scheduling process for complex scenarios. Access real-time alerts for changes in the schedule to plan ahead. Also, ensure compliance with labor laws and union regulations. 
  • Absence Management: Automate the absence request process to manage sick days, partial absences, personal leave requests and more. Improve the payout process by accurately tracking leave time. 
  • Labor Costing: Pay employees accurately with different rates for their tasks and reduce non-billable hours. Manage costs and consolidate them using reports for better analysis. 
  • Reporting: Create and track KPIs and metrics using customized reporting, analytics and notifications for improved decision making and performance. 
  • Mobile Access: Access information and update changes anywhere with the mobile solution. 
    •  Employees can record attendance, request time off, track leaves and communicate seamlessly with others in the organization. 
    •  Managers can communicate with employees, manage time cards, and view and approve time off. 
  • Integrations: Integrate seamlessly with third-party applications like Deluxe, Sage, Okta, Desjardins and QuickBooks. 
JDA Workforce Management
JDA Workforce Management
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked JDA Workforce Management

User reviews from the past year present a mixed bag. On the upside, JDA Workforce Management consistently earns praise for its robust reporting features, which streamline HR tasks, especially for larger teams. Users also appreciate the software's ability to optimize schedules based on projected demand, ensuring that businesses have the right people in the right place at the right time. However, a recurring pain point is the lack of seamless integration with other business systems, such as HRIS and payroll software, creating a significant hurdle for companies reliant on interconnected workflows. This integration hiccup, coupled with reports of a complex implementation process, makes JDA Workforce Management better suited for larger enterprises with dedicated IT resources. Smaller businesses, especially those seeking plug-and-play solutions, might find the software's complexity and potential integration roadblocks to be dealbreakers.

Pros & Cons

  • Automated Scheduling: JDA Workforce Management excels in automating scheduling processes, factoring in demand forecasts, employee preferences, and regulatory requirements to create optimized schedules.
  • Demand Forecasting: The software provides robust forecasting capabilities, enabling businesses to anticipate staffing needs based on historical data, trends, and predicted demand fluctuations.
  • Integration with HR and Payroll: JDA Workforce Management seamlessly integrates with existing HR and payroll systems, streamlining processes such as time tracking, leave management, and payroll processing.
  • Integration Issues: Some users have reported difficulties integrating JDA Workforce Management with other essential business systems, such as HRIS and payroll software. This lack of seamless integration can lead to data silos and manual workarounds.
  • Complex Configuration: Setting up and configuring JDA Workforce Management can be a complex and time-consuming process, often requiring significant IT involvement. This can present challenges for businesses without dedicated IT resources.
  • Steep Learning Curve: The software's user interface and navigation can be challenging to learn for new users. Businesses may need to invest in additional training and support to ensure their staff can effectively use the system.
  • Reporting Limitations: Some users have expressed dissatisfaction with the reporting capabilities of JDA Workforce Management, citing difficulties in extracting specific data or customizing reports to meet their unique business needs.

Key Features

  • Scheduling: JDA Workforce Management is able to optimize scheduling practices. The system helps users build schedules based on demand, regulations and employee preferences. 
  • Labor Planning: Automated labor planning helps users to account for future scheduling needs based on forecasting and performance reporting.  
  • Mobile Capability: JDA Workforce Management provides users with role-based mobile capabilities designed to help boost productivity and employee engagement.
Oracle Workforce Management
Oracle Workforce Management
Start Price
$5
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Oracle Workforce Management

While Oracle Workforce Management (OWFM) holds its ground against competitors with its comprehensive features and robust capabilities, user reviews paint a mixed picture. On the positive side, users praise OWFM's ability to boost workforce visibility and optimize schedules, leading to reduced costs and improved employee satisfaction. One user highlights, "Real-time insights help me make better decisions about staffing and scheduling," while another notes a 20% reduction in overtime expenses. Increased employee engagement is another highlight, as users appreciate the self-service tools and scheduling flexibility. However, OWFM also faces criticism for its complexity. Users find implementation and training demanding, and the steep learning curve can be challenging. Additionally, some find the software inflexible and lacking the customization options offered by competitors like Workday and UKG Workforce Central. This can be a deal-breaker for organizations with unique needs. The cost of OWFM is another point of contention. Users acknowledge its value but point out that the initial investment and ongoing maintenance costs are significantly higher than some competitors. Overall, while OWFM delivers undeniable benefits, its complexity and cost may deter some organizations. Ultimately, its suitability depends on weighing its strengths against its weaknesses and the specific needs of your organization.

Pros & Cons

  • Improved Visibility: Enables real-time insights into employee activity, schedules, and performance.
  • Optimized Scheduling: Creates efficient schedules based on demand, skills, and employee preferences.
  • Reduced Costs: Minimizes overtime and understaffing through efficient scheduling and workforce planning.
  • Empowered Employees: Provides self-service tools and flexible work arrangements, leading to increased engagement.
  • Simplified Compliance: Automates compliance tasks and ensures adherence to labor laws and regulations.
  • Complex Implementation: Some users find Oracle Workforce Management complex to implement and require extensive training.
  • Costly Ownership: The initial cost of purchasing and implementing Oracle Workforce Management can be high.
  • Learning Curve: The user interface can be complex and require significant training for users to become proficient.
  • Limited Customization: Some users find that Oracle Workforce Management lacks the flexibility to be customized to their specific needs.
  • Integration Challenges: Integrating Oracle Workforce Management with other systems can be complex and time-consuming.

Key Features

  • Global Absence Management: Enable local customization and best practices to manage absences globally, improving employee experience while saving costs and ensuring compliance. 
  • Human Capital Management: Look into absence, payroll, global HR and time and labor in one centralized solution. 
  • Analytics: Gain actionable insights about absence trends and areas of low productivity to reduce costs. 
  • Real-Time Rules Engine: Validate time entry and calculate overtime and premium hours in real time. It can also be extended to use different data elements. 
  • Hourly Work Accountability: Accounts for meals, breaks, premiums, penalties, schedules, holiday pay and more. 
  • Scheduling: Plan business strategy with static schedules, holiday calendars, and shifts that are rotating, split or dynamic. 
  • Data Entry: Make seamless data entries on a daily, weekly or monthly basis with drag-and-drop functionality and configurable time cards. Also, enter time or absence for a range of dates easily. 
  • Incident Reporting and Management: Report incidents due to near misses and unsafe conditions with prebuilt templates and auto-populated fields. This helps prevent potentially costly incidents due to similar unsafe conditions in the future. 
  • Collection of Compliance Data: Analyze data required for compliance to support regulatory reporting. 
  • Safety Dashboard: Gain insights into KPIs with central dashboards to monitor progress for safety objectives and detect incident trends. 
  • Workplace Protection: Ensure that HR and stakeholders are watchful of a spreading illness for timely reaction and safety measures. 
Kronos Workforce Ready
Kronos Workforce Ready
Start Price
$21
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Why We Picked Kronos Workforce Ready

Kronos Workforce Ready is suitable for businesses of all sizes and provides intuitive time tracking, scheduling and payroll features. Many reviewers felt that the software runs slow and is priced on the higher side compared to similar HR products. However, its timekeeping capabilities, mobile app and other features makes it a strong product overall and a good choice for companies looking for a one-stop HR solution.

Pros & Cons

  • Reliable Timekeeping: All reviewers who reference timekeeping felt that Kronos has met all their needs of a timekeeping solution, from timesheets to PTO to forecasting FTEs.
  • Payroll: 80% of users who mention payroll asserted that processing payroll is easy and its integration with HR, time and labor modules makes it efficient.
  • Easy to Use: All reviewers who mention usability stated Kronos Workforce Ready is easy to learn, with user-friendly time tracking, navigation and reporting.
  • Slow: The application freezes or slows down often, as stated by all reviewers who mention running the software.
  • Expensive: All reviewers who reference cost observed that the system’s maintenance and modifications lead to a high TCO.
  • Customer Service: 70% of reviewers who mention customer service complained of not receiving timely and proper assistance.

Key Features

  • Absence Management:  Kronos Workforce Ready’s scheduler allows managers to sort employees based on availability, seniority, skill set and more in order to build schedules, fill open shifts and adjust when there are unplanned absences. 
  • Compensation Administration:  With tools like Excel or the interface’s built-in worksheets, you can model compensation scenarios in order to assess budgets based on real-time data. The system’s time-off calendar can provide alerts and give managers visibility into employee time off. 
  • Employee Attestation:  Managers can send employees prompts to confirm that they’ve taken required breaks in order to stay compliant with relevant legislation and organizational regulations. These customizable prompts can be set to send automatically, and managers can choose to receive alerts when an employee misses a scheduled break. 
  • Employee Development:  System administrators can define training courses, schedule classes and assign employees to take the classes. Managers are able to monitor open seats and gain visibility into employee participation and performance within the courses. 
  • Job Acquisition:  Managers can create internal and external job requisitions and approve them automatically. This feature allows users to define the number of open positions within the organization, auto-populate and edit job descriptions, sort open positions, and view an applicant’s status. 
  • Onboarding:  The system allows administrators to generate an onboarding checklist to detail specific tasks and time frames to help managers track the onboarding process from start to finish. Automated alerts remind candidates to finish incomplete forms, enroll in benefits, complete orientations and more. 
  • Payroll Reporting:  The paycheck reporting feature provides a complete summary of payroll and a comparison of current and previous payroll periods. Managers can also view a 12-month breakdown of labor expenses to help inform future budget planning. 
  • Performance Management:  Kronos Workforce Ready delivers insight into employee performance, attendance, absence and productivity in order to provide objective reviews. Managers can use the “Merit Matrix” tool to award pay increases based on performance rating and pay grades. 

COMPARE THE BEST Call Center Workforce Management Software

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WorkForce Suite
$10
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Yes
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WorkForce Suite
Impact 360 Workforce Management
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No
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Paylocity
$19
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No
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Paylocity
SAP Workforce Management
$75.59
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Yes
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Aladtec
$100
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ADP Workforce Now
$110
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ADP Workforce Now
Synerion
$2
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No
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Synerion
JDA Workforce Management
Undisclosed
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Oracle Workforce Management
$5
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Kronos Workforce Ready
$21
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All Call Center Workforce Management Software (85 found)

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WorkForce Suite

by WorkForce Software
WorkForce Suite
Workforce Suite, formerly known as EmpCenter, is a full-service suite from Workforce Software that provides a variety of HR software to meet the needs of businesses of all sizes.Features such as time and attendance, labor scheduling and labor analytics help streamline HR processes and facilitate interactions between managers and employees. Managers can collect, track and analyze data to recognize trends within the company and improve existing business practices.Many users appreciate its user-friendly interface and employee engagement features, while some feel that it offers limited customization options. For pricing information, contact the vendor. Pros Intuitive interface Streamlined scheduling Mobile accessibility Automated reports Cost-effective Cons Limited customization Occasional bugs Basic time tracking Learning curve for complex features Limited integrations
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 or less
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Impact 360 Workforce Management

by Verint
Impact 360 Workforce Management
Verint’s Impact 360 Workforce Management software, often referred to as simply Impact 360, automates a variety of HR tasks to reduce things such as overstaffing and turnover rates. Managers can leverage its functionalities to streamline workflows and gain insights into progress of specific tasks. With high-level overviews of work processes and employee performance, managers are able to forecast future business needs and generate efficient schedules. There are also integration options for businesses with more comprehensive needs.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$100 - $500
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Paylocity

by paylocity
Paylocity
Paylocity is an all-in-one cloud payroll solution that enables organizations of every size to execute administrative tasks such as talent acquisition, time and labor management, and other core processes. Its functionality includes multiple configuration options that allow companies to customize according to their needs.It contains robust security measures such as encryption, real-time backups and secure data centers. It also has a user-friendly mobile app that is compatible with both iOS and Android devices.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
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SAP Workforce Management

by SAP
SAP Workforce Management
SAP SuccessFactors Workforce Planning is a people management solution that helps managers plan goals and ensure objectives alignment with the business strategy. It also helps improve efficiency and productivity across the workforce. It combines strategic planning capabilities with headcount planning, enabling businesses to create a roadmap. Some of the core capabilities include forecasting, financial modeling, risk analysis, strategy bank and workforce planning.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
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Aladtec

by Aladtec
Aladtec
Aladtec is an employee scheduling software that assists businesses in streamlining their workforce management processes. It provides a centralized platform for creating schedules, managing employee availability, and tracking time and attendance. Aladtec is particularly beneficial for organizations with complex scheduling needs, such as those with multiple locations or employees with varying schedules. Key benefits of Aladtec include improved scheduling efficiency, reduced labor costs, and enhanced employee satisfaction. Its popular features include drag-and-drop scheduling, automated shift assignments, and mobile access for employees. Compared to other employee scheduling software, Aladtec is highly rated for its user-friendliness, customization options, and robust reporting capabilities. Pricing for Aladtec is based on a per-employee, per-month subscription model. The cost varies depending on the number of employees and the features included in the plan. Aladtec offers flexible payment options, including monthly or annual billing.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
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ADP Workforce Now

by ADP (iProspect)
ADP Workforce Now
ADP Workforce Now is a cloud and on-premise platform for businesses seeking a one-stop shop for everything HR, including remote, in-office or hybrid teams. It operates as a professional employer organization (PEO), offering tools to tackle complex and time-consuming HR tasks.It includes payroll management, time and attendance, talent management and benefits administration. Tools like payroll automation, data syncing and error detection help HR managers overcome common challenges like payroll inaccuracies and time-consuming manual processing.It's ideal for teams that want to boost efficiency and save time on core HR tasks while navigating compliance regulations. Its key features include applicant tracking and recruiting, compensation management, document management, employee onboarding, employee self-service and payroll management.It’s embedded with protective layers such as physical security, intelligent detection, fraud defense and other mechanisms for enhanced security and data privacy.According to recent user reviews, users generally find it intuitive and reasonably easy to navigate. In contrast, some users report long customer support wait times.Monthly pricing starts at $110. Pricing also depends on features, modules or packages selected, such as bundling payroll and HR. A free trial is also available. Pros Custom reporting Easy clocking in and out Detailed, accessible paystubs Cons Customer support variations Learning curve during implementation Occasional slowness
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
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Synerion

by Synerion North America
Synerion
Synerion streamlines workforce management through automated scheduling, time tracking, and employee self-service tools. Ideal for mid-sized to large organizations across various industries, it simplifies operations, reduces costs, and boosts employee engagement. Popular features include mobile time clock access, real-time data insights, and advanced forecasting for optimal staffing. User reviews praise its intuitive interface, customization options, and seamless integration with payroll systems. Pricing varies based on modules chosen and number of users, typically falling within a mid-range bracket with per-user, monthly subscription fees. Compared to similar products, Synerion emphasizes user-friendliness and flexibility, making it a strong contender for businesses seeking a comprehensive and adaptable workforce management solution. Pros User-friendly interface Comprehensive features Flexible customization Seamless integrations Mobile accessibility Cons Some setup complexity Occasional reporting glitches Limited native analytics Cost for advanced modules Training for complex features
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
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JDA Workforce Management

by JDA Software Group
JDA Workforce Management
JDA Workforce Management (now called Blue Yonder) helps users to strategically plan how to best utilize team members based on their strengths and weaknesses. It's able to assist with labor planning, budgeting, scheduling and task management along with a variety of other vital tasks.The WFM system comes fully equipped with mobile capabilities that benefit the entire team. Individual employees are able to utilize mobile tools that will help increase their work productivity and help them to provide a better customer experience.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$100 - $500
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Oracle Workforce Management

by Oracle America
Oracle Workforce Management
Oracle Workforce Management helps businesses manage their workforce efficiently through optimized scheduling, time tracking, and absence management. It's particularly suited for organizations with complex needs, geographically dispersed employees, or those seeking better labor law compliance. Benefits include improved visibility, reduced costs, increased engagement, and streamlined processes. Popular features are mobile access, self-service portal, and integration with other Oracle applications. User reviews praise its ease of use but some mention occasional glitches and limited functionalities compared to specialized solutions. Pricing starts with a base subscription and varies depending on several factors. Overall, Oracle Workforce Management is a powerful solution for businesses to optimize their workforce and improve operational efficiency. Pros Improved workforce visibility Enhanced scheduling capabilities Reduced labor costs Improved employee engagement Increased compliance Cons Complex implementation High cost of ownership Steep learning curve Limited customization options Integration challenges
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 or less
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Kronos Workforce Ready

by Kronos Incorporated
Kronos Workforce Ready
Kronos Workforce Ready (now known as UKG Ready) is a cloud-based HRM software designed to meet the needs of businesses of all sizes, across all industries. Users have access to a broad range of features and additional integrations to complete a variety of core human resources tasks. Facilitating management of both full- and part-time employees as well as hourly or salaried employees, it is customizable to meet the specific needs of any business. Users have the option to start with the full deployment of modules or begin with a single module and build from there.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
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SumTotal

by SumTotal Systems
SumTotal
SumTotal is a cloud-based HR Management software catering to mid-sized to large organizations. It packs a comprehensive suite of features covering talent acquisition, learning development, workforce management, and performance management. Users praise its robust reporting analytics, rich learning library, and mobile-friendly accessibility. However, the extensive customization options and powerful tools come with a steeper learning curve for administrators. Additionally, SumTotal's potential for high integration costs and higher price point compared to basic solutions make it less suitable for smaller companies. While some users struggle with complex content creation tools and limited instructor-led options, SumTotal shines in its ability to scale and adapt to dynamic needs, making it a strong contender for organizations seeking a feature-rich, customizable HR management platform, especially those with substantial training requirements and a dispersed workforce. Pros Comprehensive learning library Robust reporting analytics Scalable for large organizations Mobile-friendly learning Customizable user experience Cons Steep learning curve for admins Limited instructor-led options Complex content creation tools Potentially high integration costs Pricey for smaller companies
User Sentiment User satisfaction level icon: fair
Cost Breakdown
$10 or less
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Five9

by Five9
Five9
Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance. Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
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NOVAtime

by Novatime
NOVAtime
NOVAtime (acquired by UKG) is a full-service workforce management software designed to automate core human resources tasks. Suitable for businesses of all sizes, it comprises multiple functionalities that work together to meet a variety of needs. Each of these functionalities can also act as stand-alone options for businesses in search of more targeted task automation without the need for integrative capabilities.
Cost Breakdown
$10 - $100
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Meta4

by Meta4
Meta4
Meta4 is a unified cloud-based software that provides HCM, talent management, compensation and workforce management services. Designed to address both local and global needs for companies of all sizes, it manages the complete HR cycle, from payroll and personnel administration to global talent management.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
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Infor Workforce Management

by Infor, Inc.
Infor Workforce Management
Infor CloudSuite Workforce Management is a cloud-based labor management software designed to meet the needs of businesses of all sizes. It helps businesses ensure regulatory and legislative compliance, reduce labor costs and boost employee performance. It facilitates time and attendance tracking, schedule building and provides managers with insights into overall business performance. Managers can leverage the software to optimize core HR processes and manage all team members, conveniently through a single interface. Pros Automated scheduling Cost labor control Time attendance Compliance audit Mobile accessibility Cons Complex UI/UX Limited reporting Integration challenges Costly customization Steep learning curve
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
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Boomr

by Boomr
Boomr
Boomr is a time tracking solution for businesses of all sizes. It is web-based, with mobile support for Android and iOS. It allows for shift scheduling, employee monitoring and project tracking. It is highly integrable, enabling external payroll, HR and productivity management. Automation tools can automate processes like time off accrual tracking. It works for businesses with multiple locations and varying job sites, with multiple office support options and live GPS tracking.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
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Skedulo

by Skedulo Holdings
Skedulo
Skedulo Deskless Productivity Cloud is designed to help manage workers, whether they are based at a single, fixed site or are mobile. It streamlines scheduling, performance evaluations and other similar tasks to provide insights into productivity and improve efficiency. It fosters communication between team members at every level, helping to ensure that employees and managers are always aware of changes. By automating and streamlining essential tasks, the software increases productivity and efficiency as well as fosters a positive environment for both workers and business clients.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
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Workforce Dimensions

by Kronos Incorporated
Workforce Dimensions
Workforce Dimensions (now known as UKG Dimensions) helps automate and streamline important processes like scheduling, payroll, compensation management and timekeeping. Integration, a mobile app and artificial intelligence support streamlined operations. Reports, data collection, talent acquisition and performance management are some of the core features offered. Specialized capabilities include task management, gaming and SMS ShiftFill.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$1,000 or more
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PayServ

by PayServ Systems
PayServ
Payserv supports and develops employees with robust management features provided by its Workforcethrive software. Users can securely access their information from any internet-enabled device through a simplified, single source. It connects critical processes like payroll and time management to optimize daily operations.It is designed to serve medium to large-sized businesses and supports human capital management, scheduling, employee performance and more. It can also help users stay compliant with various benefits guidelines. It is available through a cloud-based deployment strategy.
Cost Breakdown
$10 - $100
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SmartLinx

by SmartLinx Solutions
SmartLinx
With a range of HR products, SmartLinx provides users with capabilities that can either function individually or integrate to work together as a full suite. By focusing on people management, it helps users to optimize workflows and boost workplace productivity and efficiency. Some of its capabilities include time and attendance, payroll and scheduling. It also offers reporting and analytics, giving users insight into their workforce’s productivity and performance.
User Sentiment User satisfaction level icon: good
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$10 or less
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Buyer's Guide

Call Center Workforce Management Software Is All About Improving Engagement Metrics 

By Madhurima Dey, Technical Content Writer at SelectHub

Call Center Workforce Management BG Intro Header

Organizations must be aware of call volumes to run a thriving call center. The people in place to manage incoming customer encounters are perhaps the most critical employees to customer satisfaction. That's where call center workforce management software comes in. In its most basic form, call center WFM is a collection of procedures for achieving and maintaining the scheduling and allocation of the correct number of call center operators with the proper expertise.

In other words, the ultimate purpose of call center WFM is to find the best possible match between the expected workload and the number of agents available. That implies using the fewest paid work hours possible without endangering income, increasing employee discontent or causing customer unhappiness. Reduced operational expenses, lower attrition and enhanced customer experiences benefit organizations that accomplish this balance.

Let's take a deeper look at the elements of a good employee management call center software and the advantages it may provide.

Executive Summary

  • Call center workforce management software has a lot of advantages, such as enhancing employee engagement and making compliance easier.
  • Provide an exciting and interactive experience for employers.
  • It aids in the basic workplace regulations and the reduction of paperwork.
  • Enhances the customer service process in general.
  • Deploy software that enables a more seamless remote staffing experience.
What This Guide Covers:

What Is Call Center Workforce Management Software?

Call center workforce management is a collection of practices used in contact centers to ensure that the proper number of workers with the relevant abilities are available when required. This technique is especially suitable post-pandemic, as more organizations adopt long-term distant locations and remote staffing methods.

Organizations that apply workforce management solutions can decrease attrition, enhance customer service and reduce operational expenses.

Primary Benefits

The caliber of your call center has a visible influence on your bottom line; the more positive a caller's perception of the company is, the more inclined they are to enhance collaboration with your firm.

You'll need more than outstanding managers and bright employees to keep your contact center running well — you'll also need top-notch technology. Your company's call center representatives can spend more time being active client advocates when you have the correct software in place.

Managing quality and price can be difficult, so many forward-thinking executives are turning to workforce automation – the next level of workforce management software – to help ensure that clients have a fantastic experience each time they approach the team.

Call center management is finding it more flexible than ever to preserve the bottom line, simultaneously enhancing reach and engagement for both employees and customers.

These systems give you a detailed account of the productivity of your call center or contact center personnel, including the number of calls handled, call quality, on-call duration and so on. You'll also be able to make standardized data-driven decisions about follow-ups. You can learn about any general problems and resolve them with the call center staff.

An ideal call center workforce management software should provide you with the following benefits:

Faster Collaboration

Call Center Workforce Management Software Categories

Customer encounters take a long time. Numerous issues, such as employee availability and smoother client engagement, necessitate heavy resources and time. Automated call center applications oversee every element of the customer service process, allowing you better client collaboration.

Call Center Workforce Management Software Benefits

Centralize Capabilities

Ensure that agents are more productive by implementing the right call center management solution that lets you integrate different products to access various modules and capabilities on a single platform. Also, make the customer journey unified across all media.

Seamless API Integration

Pairing an intuitive and dynamic API with any technology platform, like CRM software, for optimal efficiency.

Easy Deployment

Allow quick deployment and implementation of simple-to-use solutions to ensure better business functioning.

Sufficient Uptime

Your work will never have to halt because of the excellent uptime that a standard call center workforce management software offers.

Implementation Goals

Goal 1

Flexible IVR

An efficient call center software allows customers to self-navigate with the help of intelligent IVR. Allows speech recognition to provide personalized responses.

Goal 2

Effectively Monitor Call Recordings

An ideal call center management software lets you watch quality and employee training via call recordings.

Goal 3

Minimize Manual Routing & Distribution

A comprehensive call center management solution saves the company’s time and resources by automating routing and distribution services. It promptly evaluates and distributes calls around different devices and maintains a record of consumer priority and agent availability.

Goal 4

Enhance Productivity

Boost your productivity and ensure that staff addresses client requests quickly. Every concern, such as ticket assistance, sales, appointment scheduling and technical issues, can be handled seamlessly. Finally, assist your call center professionals in increasing their work performance.

Goal 5

Reduce Errors

Efficient call center solutions mitigate communication-related errors. Eliminates employee management money wastage, constant operational delays, longer client wait times, and a negative customer experience. It also considers all calls related to the concerns of a corporation.

Basic Features & Functionality

Live Tracking

Keep an eye on the call queues and performance of your agents via an informative, adaptable and cross-platform solution.
Analytical Reports

Get in-depth analytics and data to help you improve your outcomes. Optimize wait times, agent productivity and search resolutions by using the software's reports to make data-driven decisions.
Marketing Tool

Because it caters to every inbound sales inquiry, you can leverage call center software as an ideal marketing tool. If you don't answer the phone or say it's a sales call, you'll miss out on potential consumers.
Call Identification

For an organization to establish customer loyalty and improve customer experience, it is critical to prioritize calls. You can quickly determine the urgency of a call using call center software. Whenever a client contacts your customer service, the application will generate a sequence that explains the client's wants alongside their specific phone number.
Security Management

Every firm considers its customers' data to be a valuable asset. It offers helpful product information like preferences and previous purchases. Safeguarding your customers' information, on the other hand, might be difficult, particularly if you don't have a privacy or backup strategy in place.

You can effectively address concerns related to customer data privacy by leveraging the robust security management capabilities of your call center WFM software.
Integration

This functionality dramatically expands the system's capabilities, allowing it to integrate with third-party applications to protect more customer information, manage and analyze customer data, create customer relationships, and do other functions from a single platform.
Auto-recording

The only accurate way to determine the effectiveness of calls handled by your call center employees is to listen to them. As a result, one must record all calls arriving at the center. The auto-recording feature ensures the recording of both outbound and inbound calls.

Auto-recording allows you to calculate an agent's cumulative overall performance and provide feedback for measuring performance. Listening to the audio of a dispute arising from a phone call can steer you on the appropriate path to what line of recourse to pursue.
SMS Tracking

Aside from phone conversations, SMS messages might get buried in inboxes. The SMS tracking function maintains a record of all text messages sent and received from leads by your agents. It also aids in determining which communications you should transcribe.
Automated Call Distribution

Some team agents may be preoccupied with other inquiries when calls come in. Instead of queuing a call to an occupied agent's desk, this functionality guarantees call delivery to only accessible agents.

Automatic call distribution capabilities sometimes also enable companies to configure call distribution depending on attributes such as the caller’s location, the time of day, etc.

Advanced Features & Functionality

Controlled Telephony

Call center software is similar to regular phone calling, but it is reengineered to control calls from a computer, allowing you to pause, transmit or mute callers. Of course, the technology is capable of far more than simply audio conversations; it can also conduct live chat, conference calls, send emails and respond to social media posts.
Interactive Voice Response

IVR stands for "interactive voice response." It is the function that takes charge of callers before routing them to the proper personnel. Examples are message pleasantries, service prompt menus and queue coverage.
Call Queues

Virtual contact centers utilize them to ensure that consumers do not ”disappear” after being instructed to wait. Clients appreciate it when they’re routed effectively to each department after waiting.

This tool also utilizes a dashboard to analyze metrics based on real-time data.
Voicemail and Notifications

When the operator is unavailable, consumers can leave a message. Advanced systems can transcribe and email communications to agents to maintain in the activity channel.

Current & Upcoming Trends

Call centers had particular obstacles due to the COVID-19 pandemic, with a significant rise in call volume and challenging calls and many call centers relocating their personnel for extended periods.

According to 2020 Harvard Business Review research, the number of problematic calls jumped by 50% during the pandemic. As a result of call service professionals' lack of modern technical solutions to dynamically route calls, there was a 68% increase in escalations as they attempted to resolve consumer complaints. During the pandemic’s early stages, manual routing and arbitration actions resulted in a 34% increase in hold periods.

Call Center WFM Stats

Remote employment and an inconsistent internet connection posed additional challenges for customer service representatives.

With that in mind, here are the top call center workforce management software features to keep an eye on in 2022.

Future Trends in Call Center Workforce Management Software

Hosted Contact Centers

A comprehensive call management solution provides CRM integration by syncing cloud-hosted call center software with an auto-dialer. You can use an outbound and inbound dialer to make cloud calls and leverage advanced dialer technology for intelligent call assignments.

Self-service

Using modern scheduling software, employees may examine their calendars, identify open shifts, log in and out, and trade schedules with coworkers. Allowing such privileges reduces your time and effort while giving your staff a greater sense of control over their shifts.

Self-service functionality is already a common feature of mobile workforce scheduling platforms. However, vendors continue to improve and expand these modules as far as UX and capabilities go.

Hosted Call Connect

Provide a complete digital PBX infrastructure for superior call center management. Use call patching technology to make outbound and receive inbound calls seamlessly. Leverage the benefits of API access and webhook to automate call distribution.

Multi-level IVR

This function allows the integration of APIs and webhooks with frequency masking for secure communications. It also enables you to have the same pilot number for both outbound and inbound routes.

Click-to-Call Services

Click-to-call service is a recent addition that lets you communicate with an entire network with a single click. It enables the synchronization of a webpage and a dashboard to be input into the IVR loop.

Given these findings, it's safe to say that call center software will have a prominent role in the future. It makes perfect sense to invest in a comprehensive call center software for almost everything related to communications, from delivering calls and information to creating virtual call centers for better customer involvement.

Software Comparison Strategy

Assessing products is a crucial phase in the software purchasing process. Finding the proper software that fulfills your needs without spending a lot of money is critical.

When designing a comparison strategy, start with customer data on the vendor's website. You should, however, look for user reviews outside, as vendors will try to portray themselves in the best manner possible. You will obtain meaningful information about the software's merits and shortcomings because the reviews are unbiased and straight from purchasers.

Your top goal is to identify the fundamental weaknesses and vulnerabilities in your current systems and methods. After that, determine the components of a system that will resolve the problems. Not just that, but the technology must also automate and accelerate processes. It's time to choose a service once you've determined what features you'll require. You can also reach out to our group of professionals for help with your software choices.

Another critical aspect of software deployment is the budget. You'll need an application that's both productive and budget-friendly. On the other hand, using low-cost technology may cause problems in the future. As a result, doing your investigation and planning a budget to receive the goods you desire is vital.

Cost & Pricing Considerations

Finding the correct software for your specific needs is often challenging. Nevertheless, you may use a few tactics to help your software acquisition go more quickly.

Pricing considerations must include the following factors:

Features

Pricing is determined chiefly by product functionality. The more a platform offers, the more expensive it typically is. Based on the traits you demand in a call center solution, you need to decide whether you need an integrated module, a basic standalone call center WFM solution or a full-fledged platform.

Cloud vs.On-premises

Another thing to think about is if you want to use cloud or on-premise solutions.

On-premise typically requires additional up-front costs like hardware in the form of servers. It also requires dedicated IT support, as you're required to implement updates and solve technical problems.

Although the cloud is typically on a subscription basis, the total cost of ownership could be higher than an on-premise solution depending on how long you use the software. Additionally, some vendors base the subscription on a per-user model, requiring you to pay more the more users you add. While with the cloud you can access the system anywhere with an internet connection, you may face downtime if you lose connection.

The Most Popular Call Center Workforce Management Software

Call center management is a long and complicated process that contains multiple steps specific to each company's strategy. Some WFM systems include call center management as a standard feature. Our analysts have deemed these the top workforce management solutions.

Note: These are the top overall workforce management solutions, and they may not be specifically catered to call center workforce management.

Oracle HCM Cloud

Oracle HCM Cloud is a suite of applications that assists companies in developing and implementing modern human asset and talent management techniques.

Through these features, the team has access to a project folder, workforce profiles and skills data, time tracking, recruitment tools, policy implementation, and worker skills and educational alignment, all of which help merge human resources operations better while maintaining local compliance. Administrators can also use it to create a skilled candidate pool, recruit and develop outstanding hires, and execute employee engagement techniques.

Oracle HCM Cloud

Maintain employee personal information, payments, attendance, and performance KPIs using Oracle HCM Cloud’s intuitive dashboard.

Ceridian Dayforce

Dayforce is a cloud-based, streamlined HRMS that incorporates all the main HR components. This tool assists organizations in managing all areas of the employee life cycle, from small firms with over 100 employees to large corporations with thousands of workers. Professional services, company tax filing and standardized implementation methods are available through Dayforce Activate.

Ceridian Dayforce

Manage employee schedule, timesheet & performance using Dayforce dashboard.

ADP Workforce Now

ADP Workforce Now, a cloud-based program, handles attendance tracking, talent recruiting, payroll management and other HR functions. It enables firms to manage the complexities of employee life cycle management successfully. Syncing data across departments using a single, customizable database minimizes manual intervention and data inaccuracies.

Physical security, data detection, fraud defense and other tactics are among the security and privacy protection levels.

ADP Workforce Now

Manage employee status & payments using ADP Workforce Now’s intuitive dashboard.

UKG Dimensions

Streamline essential procedures, including schedule forecasting, payroll, compensation administration and timekeeping with UKG Dimensions. Streamline operations by enabling integration, a mobile-based application and artificial intelligence. Some of the critical functions are analytics, data collection, talent recruiting and performance evaluation. Gaming, task management and SMS ShiftFill are examples of specialized skills.

UKG Dimensions

Calendar view showing employee shifts can be filtered by view, job type and time span using UKG Dimension’s dashboard.

Infor Workforce Management

Infor Workforce Management is cloud-based software that satisfies the labor-management-based demands of organizations of all sizes. It assists companies in ensuring regulatory and legal compliance, lowering labor expenses, and improving work engagement.

It helps managers monitor attendance records, create schedules and gain insight into company performance. Managers can use the platform to streamline basic workforce operations and oversee all team members from a single dashboard.

Infor Workforce Management

View labor information, such as number of open shifts & attendance using Infor’s workforce management interface.

 

Questions to Ask Yourself

Call Center WFM Key Questions to Ask

Use these questions as a starting point for internal conversations:

  • What are the current levels of production, and where should they be?
  • What issues do we need the software to address?
  • Which features are critical to my company's success?
  • Which deployment technique is most likely to succeed?
  • How many people or locations will make use of the software?

Questions to Ask Vendors

Use these questions as a starting point for conversations with vendors:

About the Software

  • Is the solution mobile-friendly?
  • Is it possible to integrate it with my current applications? What other third-party modules does it work with?
  • What kind of reports does it produce? Is it possible to personalize them?
  • What customizations are possible, and how much do they cost?

About the Vendor

  • What's your pricing strategy?
  • What is the frequency with which you upgrade your security systems?
  • How do you deal with technical or other issues?
  • What kind of help and instruction do you or the company provide?
  • How do you implement new technology trends into your innovation strategy?

In Conclusion

Call center workforce management software assists organizations in managing customer communication via call, email, live chat, online chatting, SMS text and social networks. Businesses can leverage call center software for advertising, customer service and other applications.

Auto dialers, call center trackers, call accounting services, call intelligence, predictive dialer, computer telephony integration (CTI), call recording (IVR) and automatic call distributors are all examples of call center software (ACD). Ticket booking functions are included in customer service and help desk methods support operators in resolving customer issues. Quality monitoring, voicemail transcription, voice analytics, digital queuing/web response and social media support are crucial features.

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Ishani
By Ishani Vats
Technical Content Writer
Ishani is a Technical Content Writer at SelectHub who covers LMS, workforce management, telemedicine and POS. She holds a master’s degree in Journalism and is passionate about translating complex technical concepts into engaging and accessible content for readers. Along with keeping the professional spirit hydrated, she likes petting dogs, looking up random facts and listening to any Lumineers song on repeat.
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Nithin
Technical Research By Nithin Shetty
Senior Analyst
With experience in research and consulting going back to 2015, Nithin Shetty is an asset to SelectHub's research team. In his Senior Research Analyst role, he works on projects in categories like HR, CRM, EHR and ERP. He's also a big movie buff and sports fan. When he isn't watching his favorite film or game, he's usually volunteering his free time to causes like blood drives and environmental cleanup.
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Jaisri
Technical Review By Jaisri Narasimman
Principal Analyst
A graduate of NTU Singapore, Jaisri Narasimman honed her data mining and curation skills during her post-graduate education, focusing on developing strategies to help businesses make the most of their data. In her role at SelectHub, her research spans categories like HR, CRM and EHR.
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Dan
Expert Review By Dan Smitley
Contributor & Advisor
Dan Smitley has been in contact centers for over 20 years and leading WFM for over 15 years. In previous roles he has been the Director of People Analytics and WFM and on the Board of Advisors for SWPP. He is currently consulting; helping teams think critically about how they can leverage their contact center and WFM teams as strategic assets for their organizations. A primary driver for him is the employee experience and how WFM can be the culture champions at any organization.
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Dianna
Edited By Dianna Dragonetti
Content Editor
As an editor, Dianna Dragonetti leads a team of five writers in writing about a variety of software, with an emphasis on how these tools empower businesses. Categories include accounting, learning management systems, content management systems, supply chain management, and electronic data interchange.
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