Calls Management Software

Are you looking for a call center software that will increase your sales and improve customer satisfaction? If the answer is yes, then read on, as I am about to explain the benefits of using our call centre workforce management software.

A call centre is an ideal place to implement sophisticated workforce management software. It is in fact one of the few places where it is necessary, because too many of your employees are constantly on the phones and cannot be easily monitored.

Looking to manage your customer service team? Our call centre software helps you keep tabs on your customer support agents and provides insight into important metrics like average call duration, average handle time, and more. It’s easy to create reports, filter data, and share information all in one place.

QuyaSoft is a leading certified BPM solutions provider helping organizations move from call center chaos to contact center excellence. Call Centre Workforce Management (CCWM) provides the critical tools that help you gain control and visibility over your contact center operation. It leverages cutting edge technologies to automate your workforce management processes and maximize agent productivity, thus improving overall customer experience leading to dramatic decrease in costs.

QuyaSoft has been in the business of helping companies reduce their call center costs and improve customer relationships through workforce management software. Contrary to popular belief, this is not all we do. What is workforce management, you ask? It is a set of technologies that allow customers to effectively manage their call center operations. This can be achieved through automated business rules which influence the workflow and customer experience in an organization.

Quyasoft.com is a complete call centre software package designed to update & assist you in the coordination of your call center. Call center software provides solutions to all your needs when it comes to handling agents, customers and the data they generate.

Quyasoft is an expert in call center and contact center software solutions. Our products are designed to enable the management of high volume telephone traffic, and the effective routing of inbound and outbound calls. Quyasoft’s workforce management software solutions are designed to help you improve your customer relation, increase sales, cut costs, increase profits and decrease stress levels associated with call and contact centre work on your desk.

Many of you have already heard about our Call Centre Workforce Management Software. At Quyasoft, we excel in developing productivity and efficiency improvement tools for call centres. The Quyasoft Call Centre Incentive Management System allows you to manage your resources intelligently and more efficiently.

QuyaSoft Call Centre Workforce Management is a well designed and fully featured solution for managing the workforce in any type of contact centre operation. The software will allow you to automate many of the manual tasks performed by your staff and to streamline your operations – helping to improve the overall efficiency of the contact centre.

Software for call centers and contact centers.   Quyasoft is an easy to use and cost effective workforce management system (WFM). It improves team productivity by automating workflows and reducing wait times. 

Quyasoft Workforce Management Software is a cloud-based call centre solution that helps businesses manage their call centre agents and improve customer service.

It offers a range of features to help you achieve your goals, including:

  • Call Recording & Monitoring: Record calls, monitor agent performance and improve customer satisfaction with real-time reporting.
  • Agent Scheduling: Assign shifts, monitor productivity and ensure employees are working effectively using the integrated calendar feature.
  • Call Queuing: Reduce time wasted on hold and improve customer service with our automated call-back feature.

Quyasoft is a call centre workforce management software for enterprise and SMB. The platform offers a variety of features that help you manage your workforce, including the ability to set up call queues, schedule shifts, track attendance and more.

Quyasoft.com is a software that helps you to manage your call centre workforce. Whether you are a new or an experienced call centre manager, this software has something for you. It offers you an easy-to-use dashboard and a comprehensive set of reports that can help you measure the efficiency of your operations.

The system provides real-time data on the status of each agent and shows how much time they spend on calls, how many calls they have abandoned, etc. We also have a feature which allows agents to update their status from within the platform so that managers can easily track their progress without having to go through all the data manually.

We understand that managing a call centre is not an easy task and therefore we have made sure that our software does not require any additional training for using it effectively. You will be able to start using it immediately after installation without having any prior knowledge about how it works or what functions each button does!

Excellent Call Center Workforce Management Software

Here’re our picks for the top call center workforce management software available today:

1. Time Doctor

time doctor

Time Doctor is a robust employee time tracking and workforce management software used by major companies and SMBs.

Whether you have an on-premise customer service department or need remote team management, Time Doctor is the tool for you.  

In a call center or contact center, the software can help you accurately track employee time, attendance data, and payroll with ease. It can also empower agents to take control of their personal time management and improve performance.

Let’s see what makes Time Doctor an excellent call center workforce management solution:

Key Features 

Here are some of Time Doctor’s key features:

A. Time Tracking

For maximum functionality, Time Doctor offers both manual and automatic time tracking

Agents can use it on their computers, tablets, and mobiles to track time online and offline. They can even edit time manually. 

Here’s how to use the manual time tracker: 

  • Open Time Doctor’s desktop app and enter the task’s name you’ll be working on. 
  • Click Start to begin tracking time.
  • If you need to take a break or have finished the task, click Stop to stop the timer. 
Easy and accurate time tracking

You can also enable the automatic time tracker to start tracking time when agents turn on their computers. This way, they won’t have to worry about starting/stopping the timer while managing multiple customer interactions. 

B. Shifts and Schedules

Time Doctor’s employee scheduling feature allows admins and managers to manage agent work schedules and shifts. 

With the scheduling feature, you can: 

  • Add, edit, or delete single shifts.
  • Bulk delete selected shifts.
  • Pick different agent schedules for different employees.
  • Generate and share work schedules in CSV file format. 
  • Set permissions to view, add or edit agent schedules.
Work schedules
C. Productivity Reports

Time Doctor gives you access to comprehensive realtime productivity reports to evaluate agent productivity. 

Some of the reports you can generate using this WFM software (Workforce Management Software) include:

  • Attendance Report: See which agents are present, absent, partially absent, or late. 
  • Activity Summary: View the active minutes, active seconds, unproductive, manual, and mobile time for each agent over a selected period.
  • Hours tracked: See how many hours your agents have tracked per day, per week, or for any selected date range.
  • Web and App Usage: Check the time spent by agents on different websites and applications to ensure they’re spending their time productively.
  • Projects and Tasks: See the time agents spent on individual projects and tasks.
  • Timeline Report: Get daily and weekly reports to view the time agents spend on tasks for better workforce management. 
  • Internet Connectivity: See total time offline and the percentage of the day spent offline by each agent. 
  • Custom Export Report: Create customized reports to see only the data you require. 
Custom Reports
D. Payroll

With Time Doctor, you can quickly generate payroll at any point and for any agent. 

You can then export payrolls as a CSV file and make direct payments by integrating with PayPal, Wise, Gusto, or ADP.

The payroll feature also lets you:

  • Approve employee timesheets manually or automatically.
  • Select date range, currencies, payment method, and pay rates for each agent.
Payroll Management Time Doctor
E. Screencasts (optional)

Time Doctor lets you take screenshots of your agent’s computer screens to monitor work activity. It even gives you insights into mouse and keyboard activity levels.

You can also: 

  • Download the (selected) screencasts.
  • Change the timezone.
  • View only the screencasts with low/no activity.

However, Time Doctor also protects employee privacy by letting you blur or delete screenshots with sensitive information.

time doctor screencasts

Note: Time Doctor is not a keylogger. It only checks if any keys were pressed or not to determine inactivity. 

F. Chrome Integration 

Time Doctor’s powerful Chrome integration not only lets you manage your workforce better but also offers workforce optimization by integrating with project management tools like Asana, Slack, and Basecamp. 

Here’s how it works:

  • Download the browser extension from the Chrome Web Store. 
  • The extension will add a “Start/Stop” button within your selected project management tool. 
  • You can then create a task and track time in the Time Doctor desktop app.

But that’s not all. 

Here’re some of the other perks of using Time Doctor for workforce management: 

Pros

  • User-friendly and intuitive interface.
  • Supports offline time tracking.
  • Provides idle time reports on each employee.
  • Lets you set ‘productivity ratings’ for websites to track employees’ unproductive time.
  • Includes employee friendly productivity management settings.
  • Lets you assign tasks and projects to team members.
  • Has strict privacy and data security policies.
  • Has a dedicated Android app and desktop apps for Windows, Mac, and Ubuntu.

Pricing

Time Doctor’s paid plans start as low as $7/user per month. There’s also a free 14-day trial (no credit card required).

Customer Ratings

  • G2: 4.4/5 (235+ reviews)
  • Capterra: 4.5/5 (370+ reviews)

2. Alvaria

alvaria

Alvaria is a workforce management software that can help increase your call center’s operational efficiency. 

You can use it to optimize labor costs, manage staffing capacity, and improve your call center’s service level. This workforce management software also facilitates easy employee scheduling for voice, chat, email, and other customer interaction channels. 

Key Features 

  • Supports accurate forecasting, tracking, and agent scheduling.
  • Provides estimates of staff requirements across skill levels and channels.
  • Offers advanced networking capabilities for centers that have contacts across sites.
  • The self-service portal lets employees enter their scheduling preferences, request time-off, trade shifts, view agent schedules, etc. 

Pricing

Pricing for this workforce management software is available on request. 

Customer Ratings

  • G2: 4.1/5 (215+ reviews)
  • Capterra: 4.2 (235+ reviews)

3. NICE CXone

NICE Cxone

NICE CXone is a workforce management software with an AI-based omnichannel forecasting engine. It can help call centers increase customer satisfaction levels by connecting businesses with their customers via multiple channels.

This call center solution also helps drive employee engagement by identifying intraday gaps, managing schedule change processes, and personalizing self scheduling. 

Key Features

  • Uses the AI Best Pick™ technology for forecasting and scheduling.
  • Offers options for trade requests and shift bidding.
  • Supports automated workflows and intraday re-forecasting.
  • Gives access to mobile self-scheduling.

Pricing

You can contact sales for the pricing of this WFM solution. 

Customer Ratings

  • G2: 4.3/5 (1250+ reviews)
  • Capterra: 4.2/5 (505+ reviews)

4. Calabrio

calabrio

Calabrio is a call center workforce management software that facilitates performance management via customized reporting and automation. 

You can also use this WFM tool for speech analytics and quality management by accessing and evaluating your customer interactions.

Key Features

  • Offers multi-skill and multi-channel forecasting.
  • A built-in scheduling optimization engine simplifies employee planning.
  • Prevents overstaffing by predicting call volume spikes and lulls based on historical data.
  • Supports gamification so agents can earn badges based on quality scores and schedule adherence.

Pricing

Contact the sales team for the pricing of this WFM software.

Customer Ratings

  • G2: 4.4/5 (20+ reviews)
  • Capterra: N/A

5. Genesys Multicloud CX

Genesys Cloud

Genesys Multicloud CX is a workforce management software that uses artificial intelligence to forecast and create flexible work schedules. 

The software has an automated routing mechanism that easily allocates the right agent to the right customer. This simplifies task allocations while improving the customer experience. 

Key Features

  • Offers AI-based forecasting and scheduling.
  • Integrates gamification to help employees meet service level objectives with ease.
  • Supports smartphone compatibility for agents to schedule, submit, and manage time-offs.
  • Offers call recording and speech analytics to recognize workforce training opportunities. 

Pricing

Pricing plans for this workforce management tool start at $75/user per month.

Customer Ratings

  • G2: 4.3/5 (400+ reviews)
  • Capterra: N/A

6. Verint Monet WFO

Verint Monet WFO

Verint Monet WFO is a WFM system that offers workforce optimization (WFO), quality management, performance management, and analytics. It facilitates workforce forecasting and agent scheduling, helping call centers balance staffing levels and labor cost.

Key Features

  • Updates shift and vacation bidding based on performance.
  • Allows flexible time-off requests and shift swaps.
  • Tracks backlogged client requests to ensure agents prioritize them. 
  • Offers automatically triggered coaching sessions.

Pricing

Pricing of this WFM tool is available on request. 

Customer Ratings

  • G2: 3.9/5 (25+ reviews)
  • Capterra: 4.3/5 (5+ reviews)

7. Talkdesk

TalkDesk

Talkdesk is a cloud based workforce optimization tool with an easy-to-use interface. It helps you make AI-based staffing and scheduling decisions for better agent engagement. 

This WFM software can also help improve customer experience by offering interactive voice response (IVR), skill-set based routing, and automatic call distribution (ACD).

Key Features

  • Serves as a workforce analyst by offering data-based forecasts.
  • Offers automated, skills-based scheduling to meet staffing needs.
  • Offers customizable dashboards to compare key metrics and visualize agent performance.
  • Integrates a chatbot to process change requests quickly.

Pricing

Pricing plans of this WFM solution start at $65/user per month. 

Customer Ratings

  • G2: 4.4/5 (1490+ reviews)
  • Capterra: 4.5/5 (665+ reviews)

8. RingCentral 

ringcentral

RingCentral is a workforce management system with a customizable dashboard to track and measure agent performance in a call center or cloud contact center. 

It helps with schedule adherence by letting you plan your team’s hours according to traffic volumes, vacations, or training.

Key Features

  • Offers skill-based routing and automatic call distribution.
  • Incentivizes better customer service with gamification.
  • Offers intelligent text and speech analytics for training opportunities.
  • Has customizable dashboards to monitor agent performance in real-time.

Pricing

Contact the sales team for the pricing of this workforce management software.

Customer Ratings

  • G2: 3.9/5 (85+ reviews)
  • Capterra: 4.3/5 (155+ reviews)

9. 8×8 Contact Center

8x8

8×8 Contact Center is a cloud based WFM solution that makes collaboration with agents, employees, and customers a breeze. This contact center workforce management tool offers advanced analytics and integration with major CRM tools.

Key Features

  • Enables omnichannel routing based on agent skills. 
  • Provides forecasts to manage intraday staffing and creates automated schedules based on arrival patterns.
  • Speech analytics provide valuable data on each client interaction.
  • Customizable dashboards help monitor and track schedule adherence.

Pricing

Its paid plans start at $125/user per month. 

Customer Ratings

  • G2: 4.1/5 (20+ reviews)
  • Capterra: 4.0/5 (15+ reviews)

10. Five9

Five9

Five9 is another cloud based software that uses AI, automation, and cloud capabilities to improve workforce management and operational efficiency. 

It offers a powerful suite of tools to improve agent engagement and agent satisfaction. You can also use this WFM system for quality management, analytics, performance management, etc. 

Key Features

  • Offers multi-skill, multi-channel forecasts for workforce optimization.
  • Supports schedule bidding and automated preferences scheduling functionalities.
  • Provides self-service tools for request changes, vacation, and overtime.
  • Integrates with CRM software solutions like Salesforce, Zendesk, etc. 

Pricing

Pricing is available on request. 

Customer Ratings

  • G2: 3.9/5 (250+ reviews)
  • Capterra: 4.2/5 (390+ reviews)

Now that you know what the best call center workforce management software offer, let’s also understand the benefits of using one. 

What are the Benefits of Workforce Management Software?

Here are four advantages of using workforce management software in a call center or contact center: 

1. Measure Improvement on Key Metrics

Some WFM tools allow forecasting and skills-based routing to allocate the right agents to specific inbound calls. 

This can help improve customer experience by resolving queries faster. It also helps boost your operational efficiency. 

And with the WFM system powering your call center, you can easily register such improvements in terms of your financial KPI and other key metrics. 

2. Offer Better Employee Engagement

Workforce management software helps you track employee working hours using desktop and mobile apps. 

This way, you can identify who’s overworking, who can handle a larger workload, etc. You can then ensure that agents get sufficient work breaks, time-offs, options to switch shifts, etc.

It not only prevents employee burnout but also keeps employees motivated to go beyond their capabilities and provide a better customer experience.

3. Reduce Labor Cost

Some workforce management tools can forecast the number of calls a center will receive in a month. You can reassign agents based on the analytics to balance out customer requests and available agents. 

This way, you can save on wages and reduce operational costs by preventing overstaffing. 

4. Eliminate Payroll Errors 

You can use a workforce management system to streamline the payroll process. The best software will record agents’ working hours accurately and let you generate payroll automatically. 

It’s particularly useful when calculating billable hours, reducing manual work significantly while preventing human errors or conflicts. 

Conclusion

A complete solution for call centre workforce management. Our solution is a comprehensive, extremely powerful and highly customisable solution that enables you to run an effective and efficient call center while guiding agents in a nurturing and enjoyable environment.

We have spent considerable time developing a comprehensive software solution that can help you determine call centre staffing requirements and improve allocation of staff resources. Quyasoft.com is the most advanced workforce management system on the market. We know you will be able to appreciate the intuitive interface, the extensive reporting features and the ease with which our solution can be customized to suit your business needs.

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