Efficient Workforce Management (WFM) is vital for contact centres to optimize staffing, scheduling, and resource allocation.
In this article, we will showcase several leading WFM products available in the market in 2023 – along with some of the key features, strengths, and unique offerings of each solution.
The Top Workforce Management WFM Solutions
Here are several leading WFM products available in the market in 2023, all in one place, to help contact centre decision-makers begin their journey towards making an informed choice about their workforce management solution, enhance operational efficiency, and deliver exceptional customer experiences.
NICE
NICE offers a comprehensive WFM Suite to accurately account for the entire WFM lifecycle—from long-range planning with Enhanced Strategic Planner (ESP) to intelligent intraday automation with Employee Engagement Manager (EEM).
Utilizing over 40 advanced algorithms, rule-based actions, and automation, NICE ensures accuracy for the business and agility for their agents.
Genesys
Genesys WFM provides an end-to-end solution for workforce management.
The forecast capabilities include 25 machine-learning-trained models for automated workflows that allow you to forecast ahead two years.
The scheduling processes have automated shift allocation and flexible work rules to manage overtime, time-off approvals, and shift swaps.
Employees can view schedules, submit time-off requests, and manage their own time from their smartphones.
Calabrio
Calabrio (formerly Teleopti) is known for its user-friendly and intuitive WFM solution.
The system offers powerful predictive forecasting and automated scheduling to handle complex, multi-skill scheduling optimization.
Their solution automatically harnesses historical data to adapt for contact spikes and lulls.
It responds to dynamic surges with intraday scheduling tools to help maintain optimum staffing levels.
injixo
injixo is a cloud-based WFM solution from InVision Software that offers powerful forecasting and scheduling capabilities.
Their user-friendly and easy to navigate interface allows for easy creation and management of optimized agent schedules.
injixo is used by many users, typically 50 agents and above, who have outgrown Excel spreadsheets for scheduling.
Assembled
Assembled is a next-generation WFM solution that empowers support teams of all sizes to make accurate, scalable staffing decisions while optimizing productivity with real-time performance data.
Options for the additional vendor management offering give CX teams visibility into staffing, real-time metrics, and productivity across their BPO network.
Verint
Verint provides a comprehensive suite of WFM solutions, including workforce forecasting, scheduling, and real-time adherence. The scalability makes Verint suitable for large contact centres.
With advanced forecasting algorithms, Verint optimizes agent coverage and reduces staffing gaps. It also has a useful schedule adherence tool that is well-liked by users.
Alvaria
Alvaria (formerly Aspect eWFM) offers a robust WFM solution with extensive forecasting, scheduling, and adherence features.
Alvaria Workforce Management addresses many business problems such as administration, scheduling, forecasting, reporting, and adherence. It also allows for schedule testing – to test your proposed schedules against various forecasts.
Niche Players
QStory
QStory specialises in Intraday Automation. Their real-time adherence features enable supervisors to monitor agent activities and make immediate adjustments. It is particularly well-liked for its easy-to-manage shift swap or holiday management processes.
Intradiem
Intradiem also specializes in real-time automation and intraday management. Their platform enables contact centres to dynamically respond to changing call volumes, prioritize tasks, and allocate resources effectively. Intradiem identifies time for development and builds this into their shifts using automation tools.
Community WFM
Community WFM offers a cloud-based WFM solution with features such as forecasting, scheduling, and performance tracking. It has an Automated Schedule Attendance Monitor that users like, as well as an agents’ mobile app.
UJET
UJET provides a cloud-based contact centre solution that includes WFM capabilities. Their WFM features enable contact centres to forecast demand, create optimized schedules, and monitor adherence. The scheduling module allows agents to pick their schedule based on availability and skillset, or a combination both. UJET also has an alliance with Google Cloud.
Pipkins
Pipkins has a pedigree in forecasting and scheduling that goes back for over 40 years. It offers a comprehensive WFM solution with advanced forecasting, scheduling, and real-time adherence features. Their platform is known for its scalability and customization options.
ActiveOps
ActiveOps offers a WFM solution that provides comprehensive functionality for forecasting, scheduling, and managing workloads across various departments and teams. It incorporates features like real-time monitoring, performance tracking, exception management, and capacity planning.
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Systems Integrators Specialising in WFM
WFM Solutions Included as Part of a Wider Product Set
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