Top 10 Workforce Optimization Software
Businesses need workforce optimization (WFO) solutions to ensure maximum customer satisfaction, maximize labor efficiency and reduce operational costs. Usually, workforce optimization involves integrating work center technologies to improve operational efficiency, customer experience, and employee efficiency. Organizations implement workforce optimization strategies by monitoring the activities of certain positions and deploying the right number of employees to handle the right job.
Although WFO began in call centers, companies in different industries such as manufacturing, financial services, and retail industries utilize WFO practices to improve employee efficiency. The best way to capitalize on WFO strategies is to use WFO software. Software vendors have developed different WFO software packages to meet the needs of your organization. These packages come with technologies that help companies streamline operations and increase efficiency. With the right WFO software, companies can improve the performance of customer centers and other departments by deploying well-trained agents.
Workforce Optimization Software unite all relevant data from the contact center, back-office, and the enterprise under one, integrated platform to enables to correlate, share, and use information to make informed decisions and optimizations faster. Workforce Optimization Software analyze historical data to forecast future transaction volume and handle times and automatically produce schedules to deploy the right agents with the appropriate skills at the right time. It enables organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. Workforce Optimization Software uses analytics based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations, and motivational incentives, at an individual agent level.
Top Workforce Optimization Software : NICE IEX, Verint Systems, Avaya, Calabrio, Genesys Employee Engagement, Noble Systems, VPI, Teleopti, Aspect, ZOOM are some of the Top Workforce Optimization Software.
What is Workforce Optimization Software?
Workforce optimization software is a type of software that integrates various call center technologies such as quality management, audio recording, screen recording, audio analytics, text analytics, workforce management, recruitment, training, performance management, and workforce scheduling to optimize the performance of employees and maximize customer satisfaction. Workforce optimization suites also come with tools for eLearning, coaching, quality monitoring, speech analytics, and surveying. They use technologies that unite various organizational functions such as call center and back-office functions.
As an integrated platform, a WFO application allows companies to bring together all pertinent data from different departments. Users of the software can correlate, share or utilize the data when making informed decisions. WFO software also enables organizations to analyze data, predict the volume of future transactions, calculate the time needed to complete future tasks, generate schedules, and deploy skilled agents. Many software companies have developed WFO programs with different features, so your choice will depend on your company’s needs and preferences.
- Workforce and Performance Management – WFO software comes with features that allow companies to forecast future workloads, assign tasks, and monitor employees to ensure adherence to schedules. It also helps companies identify contact center and employee challenges to inform corrective action. Companies can also keep a record of the number of hours worked and employee attendance.
- Audio and Screen Recording – This feature helps organizations keep a record of all screen and audio interactions between company agents and customers. The software can capture information during phone calls and help companies understand how employees use software and websites.
- Analytics – The best WFO software products include different analytics features such as speech, text, interaction, desktop, and quality analytics. These features allow organizations to boost quality assurance processes, monitor the activities of agents, identify and get rid of productivity bottlenecks, and turn agent conversations into actionable insights.
- Real-time Coaching and eLearning – WFO software includes tools that allow companies to automatically identify performance issues, verify problems, facilitate eLearning, and recommend coaching actions.
- Phone Support – Many WFO software products allow people to use phones to perform certain tasks such as real-time eLearning and schedule management.
Some of the benefits include:
- Improved agent productivity
- Effective scheduling of staff
- Availability of key data on the performance of employees
- Identification of performance gaps
- Effective prediction of future workloads
- Effective delivery of targeted training or coaching
- Reduced labor, non-compliance and financial risks
- Improved customer satisfaction and retention
Top Workforce Optimization Software
NICE IEX is a Workforce Management solution which delivers highly tuned forecasts and schedules, and automates processes to free users to focus on higher value activities with its simple end user interfaces making it easy for every employee to 'own' their schedule and their performance. NICE IEX offer features such as factor multiple methodologies, contact channels, departments and skills types into forecasts and schedules, real-time visibility into service queues and employee, simple end user interfaces, requesting time-off, trading shifts and sharing ideas and availability on-premise or via the cloud. NICE IEX offers a Performance Manager Module which lets users report…
Verint is a global leader in Actionable Intelligence solutions.With Verint solutions and value-added services, organizations of all sizes and across many industries can make more timely and effective decisions. Many organizations use Verint solutions to improve enterprise performance and make the world a safer place. Verint’s vision is to create A Smarter World with Actionable Intelligence. Actionable Intelligence solutions of Verint help organizations address three important challenges: Customer Engagement Optimization; Security Intelligence; and Fraud, Risk and Compliance. Verint helps the customers to capture large amounts of information from numerous data types and sources, use analytics to glean insights from the…
Avaya is a global provider of business collaboration and communication solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. Avaya explores communications, conferencing, and infrastructure solutions that support real-time engagement by integrating voice, video, data, messaging, conferencing, mobility, and more. As Avaya puts businesses ahead in a world of mobility, apps, social, and cloud, business workforce becomes more seamlessly connected and productivity increases. Customer satisfaction rises and innovation thrives. And as business grow, one can count on unrivaled scalability and flexibility to support every location, from small branches to corporate headquarters.…
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience. Calabrio’s Calabrio ONE includes features such as call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting. Calabrio One lets users create a unified and complete picture of every customer and every interaction. Users can also utilize pre-built tools or create users own highly customized reports, dashboards, and scorecards with Calabrio One’s Data Explorer. Calabrio One also lets…
Genesys Employee Engagement
Genesys Employee Engagement has a single omnichannel desktop and workforce management capabilities which lets users invest in the users’ employees to deliver a better customer experience. Genesys Employee Engagement includes a Workforce Optimization, an Omnichannel Desktop, Collaboration and Genesys Performance DNA. Genesys Employee Engagement offers a single omnichannel desktop where agents can manage channel interactions and work item queues with supporting context and knowledge through integration with CRM and other applications or knowledge bases. Genesys Employee Engagement enables schedules, forecasts and reports to be created for all channels so that users can better manage service levels, generate more insightful agent…
The Noble Solution suite is a unified Customer Interaction Management (CIM) solution for today's multimedia business environments. Noble Systems helps users to control costs and improve operational efficiencies with information management and functional tools to manage blended voice and non-voice communications. It solution combines an open platform with an integrated relational database, workflow and resource management tools, and real-time reporting to offer a complete, integrated platform for managing the customer contact programs. The Noble Solution is a comprehensive solution for managing inbound, outbound, and blended omnichannel customer contacts. Noble ShiftTrack WFM removes the guesswork from users contact center planning, by…
VPI offers quality service and the highest quality of call recording and workforce optimization solutions available. VPI Services help maximize the ROI of users’ technology investment. VPI’s Professional Services focus on people, processes, and the best-in-class technology requirements. VPI’s Professional Services team works side-by-side with the technical and business staff to customize, implement, integrate, augment, and optimize high-performance interactions recording and workforce optimization solutions and strategies. Service offerings from VPI make it easy for the organization to gain accurate, timely, actionable insights regarding the performance of their contact center teams and the value they generate towards the fulfillment of their…
Teleopti WFM is a world class Workforce Management solution that encompasses all that a user need to optimize the staffing and customer service across their enterprise. Its solution supports optimization of the contact center, back-office and even user branches and stores. Teleopti provides everything necessary to effectively manage user staff, forecast demand, create schedules automatically, develop accurate and insightful reports and improve user overall customer service operation. Teleopti is a top, global provider of workforce management software that offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping…
Aspect Workforce optimization solutions increase productivity for millions of agents worldwide while enhancing their work lives every day from real-time coaching to managing their schedules via smartphones with ease. Aspect Workforce optimization solutions offers features such as Workforce Planning, Back Office Optimization, Call Center Analytics and Workforce Management in the Cloud, including Aspect Mila, Quality Monitoring, Recording, Quality Analytics, Surveys, Performance Management, Coaching, eLearning and speech analytics in the suite. Aspect Workforce Optimization suite incorporates a common modern, graphical, icon and widget-based user interface that makes historically complex workforce planning actions a snap. Aspect Workforce offers a Management software which…
Zoom is designed exclusively for hosting webinars, teaching online courses, and conducting online training, video demonstrations, virtual meetings and video conference; and represents an easy to use online video conferencing and meeting software that integrates video conferencing, simple online meetings, and group messaging into a single cloud-based platform. ZOOM's software helps contact centers improve the customer and agent experience—by capturing, analyzing, and improving the quality of all interactions—while addressing back office compliance and risk. ZOOM Workforce Management ensure that users have the right number of agents, with the right skills, in the right place, at the right time. The contact…