Top 10 Call Center Workforce Management Software for 2025

In today's fast-paced business environment, call centers face unique challenges that require specialized solutions. With externally determined workload demands and 24/7 operation requirements, efficient management of the workforce has become a critical factor for success. Surprisingly, approximately 41% of contact centers still operate without proper call center workforce management software, creating a significant opportunity for operational improvements.

Given that agent costs typically represent about 75% of a call center's operating budget, implementing effective workforce management (WFM) solutions is not just an operational consideration but a financial imperative. The right call center workforce management software ensures that the right agents with the right skills are available at the right times, optimizing both customer experience and operational costs.

‍

What is Call Center Workforce Management Software?

Call center workforce management software is a comprehensive solution designed to help contact centers forecast call volumes, schedule appropriate staff, and manage real-time adjustments to maintain optimal service levels. These platforms have evolved significantly from basic scheduling tools to sophisticated systems that integrate with other contact center technologies to provide a holistic approach to workforce optimization.

Modern WFM software solutions offer functionality that spans the entire workforce management lifecycle, from long-term planning and forecasting to day-of adjustments and historical performance analysis. They help contact center managers make data-driven decisions about staffing needs, ensuring that customer demand is met efficiently while controlling costs.

Unlike standalone scheduling tools, today's call center workforce management software often forms part of larger workforce optimization (WFO) or workforce engagement management (WEM) suites. These comprehensive platforms integrate WFM with quality management, performance management, and other tools to provide a complete solution for contact center operations.

‍

Top 10 WFM Software Solutions for Call Centers

NICE WFM

NICE has long been a leader in workforce optimization, and their WFM solution continues to innovate with features like True to Interval (TTI) analytics for precise forecasting. Their recent acquisition of Playvox (2024) strengthens their offering by adding additional quality management and performance capabilities.

NICE WFM offers a user-friendly interface focused on employee experience, making it easier for supervisors to manage complex scheduling scenarios and for agents to interact with the system. Their strengths include industry-leading forecasting accuracy and sophisticated schedule optimization algorithms that balance business needs with agent preferences.

Verint WFM

Verint positions itself as a traditional WFM leader with adjacent technologies that enhance their core offering. Their specialized bots strategy with agentic AI includes the TimeFlex bot for schedule changes and Work Allocation Bot for back-office operations, streamlining routine tasks through automation.

Their focus on CX automation extends throughout their platform, with their WFM solution integrating seamlessly with their broader suite of contact center tools. This integration provides a comprehensive approach to workforce optimization that goes beyond basic scheduling and forecasting.

Calabrio ONE

Calabrio offers a comprehensive platform with machine learning forecasting capabilities that can predict call volumes up to 60 days in advance. Their dynamic scheduling features adapt to changing conditions, while real-time adherence monitoring helps supervisors maintain service levels throughout the day.

Their acquisition of Echo AI has enhanced their analytics capabilities, providing deeper insights into agent performance and customer interactions. Calabrio balances management control with employee experience, offering robust self-service options for agents while giving supervisors the tools they need to maintain operational efficiency.

Peopleware (formerly injixo)

Peopleware provides cloud-based, AI-embedded tools with over 100 AI forecasting models to maximize accuracy across different channels and contact types. Their excellence in intraday management allows supervisors to make quick adjustments based on real-time conditions.

Their platform includes embedded educational tools to help users get the most out of the system, reducing the learning curve and accelerating time to value. Peopleware also offers strong integration capabilities with other contact center systems, making it a flexible choice for organizations with complex technology ecosystems.

Assembled

Assembled offers a full WFM stack with innovative features like staffing scenario simulations that allow managers to test different approaches before implementing them. Their deep reporting capabilities provide actionable insights for decision-making at all levels of the organization.

Their customizable AI-fueled metrics can be tailored to specific business needs, while their vendor and performance management tools help ensure accountability throughout the operation. Notable clients like HubSpot, Mars, and Stripe demonstrate Assembled's ability to serve diverse industries with varying complexity levels.

Dialpad

Dialpad's WFM solution stands out with its AI-driven approach to contact center management. Their platform integrates seamlessly with their broader communications suite, providing a unified experience for agents and supervisors. Dialpad's WFM tools include advanced forecasting capabilities that leverage machine learning to improve accuracy over time.

The platform offers comprehensive scheduling features with automated optimization based on historical patterns and real-time needs. Their mobile-first approach ensures that agents can access schedules, request changes, and receive notifications from anywhere, enhancing flexibility and improving work-life balance.

Dialpad's real-time analytics and dashboards provide supervisors with immediate visibility into contact center performance, enabling quick adjustments to maintain service levels. Their integration with quality management tools also allows for a holistic approach to agent performance and development.

Aspect

Aspect's WFM solution offers robust forecasting and scheduling capabilities designed for complex, multi-skill contact center environments. Their platform excels at handling omnichannel operations, ensuring appropriate staffing across voice, email, chat, and social media interactions.

Their advanced scheduling engine considers agent preferences, skills, and historical performance when creating optimal schedules. Aspect also offers sophisticated intraday management tools that help supervisors adjust to changing conditions throughout the day.

Aspect's self-service capabilities empower agents to manage their schedules, request time off, and participate in shift bidding, improving satisfaction and engagement. Their analytics and reporting features provide deep insights into workforce performance, helping managers identify trends and opportunities for improvement.

Zendesk

Zendesk's WFM solution integrates seamlessly with their popular customer service platform, providing a unified approach to contact center management. Their forecasting tools analyze historical data to predict future contact volumes across all channels, while their scheduling engine creates optimal schedules based on these predictions.

The platform includes real-time monitoring capabilities that alert supervisors to potential service level issues before they impact customers. Zendesk's agent-friendly interface makes it easy for staff to view schedules, request changes, and understand performance expectations.

Zendesk's strength lies in its integration with their broader customer service ecosystem, allowing for a holistic view of operations that connects workforce management directly to customer experience outcomes. Their analytics tools provide insights that help managers continuously improve both efficiency and service quality.

Eleveo

Eleveo offers a flexible WFM solution that can be deployed on-premises, in the cloud, or in a hybrid environment, giving organizations options that match their specific IT requirements. Their forecasting engine uses multiple algorithms to predict contact volumes with high accuracy, while their scheduling tools balance service level requirements with agent preferences.

The platform includes comprehensive intraday management capabilities that help supervisors adjust to changing conditions in real-time. Eleveo's self-service portal empowers agents to manage their schedules, request time off, and participate in shift swaps, improving satisfaction and reducing administrative burden.

Eleveo's reporting and analytics features provide detailed insights into workforce performance, helping managers identify trends and make data-driven decisions. Their open architecture also facilitates integration with other contact center systems, creating a cohesive technology ecosystem.

Genesys

Genesys offers a powerful WFM solution as part of their comprehensive contact center platform. Their AI-powered forecasting uses sophisticated algorithms to predict contact volumes across all channels, while their scheduling engine creates optimal schedules that balance service level requirements with agent preferences.

Their real-time adherence monitoring helps supervisors maintain service levels throughout the day, with alerts and dashboards that provide immediate visibility into potential issues. Genesys also offers robust self-service capabilities for agents, including mobile access to schedules, shift bidding, and time-off requests.

Genesys's strength lies in their integrated approach to contact center management, with WFM seamlessly connected to routing, quality management, and customer experience tools. This integration provides a holistic view of operations that helps organizations optimize both efficiency and service quality.

‍

Core Features of Modern WFM Software

AI-Powered Forecasting

Advanced call center workforce management software leverages artificial intelligence and machine learning algorithms to predict call volumes with unprecedented accuracy. These systems analyze historical data, identify patterns, and account for seasonal variations, special events, and marketing campaigns that might impact contact volume.

The best WFM solutions can forecast up to 60 days in advance, giving contact centers ample time to plan staffing needs. Some platforms, like Peopleware (formerly injixo), employ over 100 AI forecasting models to maximize accuracy across different channels and contact types.

AI-powered forecasting represents a significant improvement over traditional methods, which often relied heavily on manual calculations and spreadsheets. By automating this process and incorporating machine learning, modern WFM tools can continuously improve their predictions based on actual outcomes, leading to increasingly accurate forecasts over time.

Intelligent Scheduling

Once call volumes are forecasted, call center workforce management software creates optimal schedules that balance service level requirements with agent preferences and skills. This intelligent scheduling takes into account factors such as:

• Multi-skill scheduling: Matching agents with appropriate skill sets to different contact types
• Dynamic scheduling: Allowing for intraday adjustments based on real-time conditions
• Schedule adherence monitoring: Tracking how closely agents follow their assigned schedules

Modern WFM solutions also consider agent preferences, time off requests, and work-life balance needs when creating schedules. This approach not only improves operational efficiency but also contributes to higher agent satisfaction and lower attrition rates.

Agent Self-Service Capabilities

Today's workforce management tools empower agents with self-service options for managing their schedules. These capabilities include:

• Mobile access to schedules and updates
• Shift swapping with other qualified agents
• Vacation and time off requests
• Preference setting for future scheduling

These self-service features improve agent satisfaction by giving them more control over their work lives while reducing the administrative burden on supervisors. Some advanced platforms, like Verint's TimeFlex bot, facilitate schedule changes through automation, making the process seamless for both agents and managers.

Real-Time Adherence and Intraday Management

One of the most valuable aspects of call center workforce management software is its ability to provide real-time visibility into schedule adherence. Supervisors can identify and address staffing issues immediately through:

• Automated alerts for understaffing situations
• Dashboards showing current service levels
• Tools for making quick adjustments to schedules

Real-time adherence monitoring helps maintain consistent customer service even during unexpected volume spikes. Managers can see when agents are out of adherence and take immediate action, such as requesting overtime, offering voluntary time off during low-volume periods, or reallocating resources across different channels or queues.

Performance Analytics and Reporting

Comprehensive reporting and analytics capabilities are essential components of modern WFM software. These features provide insights into:

• Agent performance metrics
• Schedule efficiency
• Forecasting accuracy
• Service level achievement

Through detailed reports and intuitive dashboards, managers can identify trends, spot potential issues before they become problems, and make data-driven decisions to improve operations over time. Advanced analytics can also help identify the root causes of service level failures or efficiency issues, enabling targeted improvements.

‍

Benefits of Implementing WFM Software in Call Centers

Improved Operational Efficiency

Call center workforce management software significantly reduces the time spent on administrative tasks—by approximately 25%, according to industry data. By automating routine scheduling and forecasting tasks, supervisors can focus more on coaching and agent development activities that drive performance improvements.

More accurate forecasting leads to proper staffing levels, reducing both overstaffing costs and understaffing service issues. This optimization of resources directly impacts the bottom line while maintaining or improving service quality.

The automation of workflows also reduces the potential for human error in complex scheduling processes. When schedules are created manually using spreadsheets, mistakes are common and can lead to significant service disruptions. WFM software eliminates these errors through systematic application of scheduling rules and constraints.

Enhanced Agent Engagement and Satisfaction

Effective workforce management has a direct connection to agent engagement and satisfaction. When agents have access to flexible scheduling options, transparent performance metrics, and self-service capabilities, they feel more in control of their work lives and more valued by the organization.

Features that contribute to improved agent experience include:

• Schedule flexibility that accommodates personal needs
• Fair distribution of desirable and less desirable shifts
• Transparent performance expectations and measurements
• Self-service options for managing time off and preferences

Engaged agents deliver better customer experiences, creating a virtuous cycle of improvement. They're also less likely to leave the organization, reducing the high costs associated with agent turnover and onboarding new staff.

Optimized Customer Experience

Proper staffing directly impacts customer satisfaction through reduced wait times, improved first-call resolution, and consistent service quality. When the right number of agents with the right skills are available at the right time, customers receive faster, more effective service.

Call center workforce management software ensures this optimal staffing by:

• Accurately forecasting contact volumes across all channels
• Scheduling agents with appropriate skills for expected contact types
• Enabling real-time adjustments to address unexpected situations
• Monitoring service levels throughout the day

The result is a better customer experience, which leads to higher satisfaction, increased loyalty, and ultimately, improved business results.

Cost Reduction and ROI

Implementing call center workforce management software delivers return on investment through multiple avenues:

• Reduced labor costs through optimized scheduling
• Improved agent productivity through better matching of skills to needs
• Lower attrition rates due to improved agent satisfaction
• Decreased administrative overhead through automation

More accurate forecasting prevents overstaffing while maintaining service levels, directly impacting the largest cost center in most contact operations—agent salaries and benefits. Even a small percentage improvement in scheduling efficiency can translate to significant cost savings given that agent costs typically represent 75% of a contact center's budget.

‍

How to Select the Right WFM Software for Your Call Center

Assessing Your Call Center's Specific Needs

Before evaluating specific WFM solutions, it's essential to understand your contact center's unique requirements. Consider factors such as:

• Size and complexity of your operation
• Number of channels supported (voice, email, chat, social media)
• Scheduling complexity (hours of operation, skill requirements)
• Integration needs with existing systems
• Budget constraints and expected ROI

Conduct a thorough needs assessment by involving stakeholders from operations, IT, and agent representatives. Prioritize features based on their potential business impact, focusing on capabilities that address your most significant pain points or opportunities for improvement.

Deployment Options: Cloud vs. On-Premises vs. Hybrid

Modern call center workforce management software offers various deployment options, each with its own advantages and considerations:

Cloud-based solutions provide:

• Faster implementation with minimal IT infrastructure requirements
• Automatic updates and new features
• Scalability to accommodate growth
• Lower upfront costs with subscription-based pricing

On-premises options offer:

• Greater control over data and security
• Customization possibilities to match specific requirements
• One-time licensing costs rather than ongoing subscriptions
• Independence from internet connectivity for critical operations

Hybrid approaches combine elements of both models, allowing organizations to keep sensitive data on-premises while leveraging cloud capabilities for other functions.

Consider your organization's IT strategy, security requirements, and budget model when evaluating these options. Many organizations are moving toward cloud-based solutions for their flexibility and reduced maintenance requirements, but on-premises or hybrid models may be appropriate in specific circumstances.

Integration Capabilities

The effectiveness of your WFM solution depends significantly on how well it integrates with your existing contact center systems. Key integration points include:

• Automatic Call Distributors (ACD) for real-time data on call volumes and handle times
• Customer Relationship Management (CRM) systems for context on customer interactions
• Human Resources (HR) systems for employee information and time-off tracking
• Quality Management tools for performance data

When evaluating WFM software, ask vendors about their integration capabilities, including pre-built connectors for popular systems and API availability for custom integrations. Request references from customers with similar technology ecosystems to understand real-world integration experiences.

Choosing a Partner vs. a Vendor

The relationship with your WFM provider is as important as the software itself. Look for a partner rather than just a vendor—a company that will support your long-term success rather than simply selling you a product.

Attributes of a good WFM partner include:

• In-house expertise in contact center operations
• Voice-of-customer driven product development
• Clear product roadmap with regular updates
• Commitment to ongoing innovation
• Strong implementation and support services

During the evaluation process, assess the vendor's understanding of your business challenges and their willingness to collaborate on solutions. The right partner will take the time to understand your specific needs and help you maximize the value of their solution over time.

‍

Implementation Best Practices for WFM Software

Planning and Preparation

Successful implementation of call center workforce management software begins with thorough planning and preparation. Key steps include:

1. Data collection: Gather historical contact data, agent information, and business rules
2. Process documentation: Document current workforce management processes and identify desired changes
3. Stakeholder engagement: Involve representatives from all affected departments
4. Goal setting: Establish clear objectives, timelines, and success metrics
5. Resource allocation: Assign dedicated resources to the implementation project

Create a detailed implementation plan with specific milestones and responsibilities. Consider a phased approach that allows you to implement core functionality first and add more advanced features over time.

Change Management Strategies

Implementing new WFM software represents a significant change for supervisors and agents. Effective change management strategies include:

• Executive sponsorship: Secure visible support from leadership
• Clear communication: Explain the benefits for all stakeholders
• Agent involvement: Include agent representatives in the implementation process
• Addressing concerns: Proactively identify and address resistance
• Celebrating successes: Recognize and publicize early wins

Develop a comprehensive communication plan that keeps all stakeholders informed throughout the implementation process. Be transparent about challenges as well as benefits, and provide regular updates on progress toward goals.

Training and Adoption

Comprehensive training is essential for realizing the full value of your WFM software. Develop role-based training programs for different user groups:

• Schedulers and WFM analysts: In-depth training on all system capabilities
• Supervisors: Focus on daily operations, real-time management, and reporting
• Agents: Self-service features, schedule access, and adherence expectations

Consider multiple training formats, including instructor-led sessions, online tutorials, and reference materials. Identify power users who can serve as internal experts and advocates for the system.

Establish a feedback loop to capture user experiences and address issues quickly. Regular check-ins during the early adoption phase can help identify and resolve problems before they impact user acceptance.

‍

Future Trends in Call Center Workforce Management

AI and Machine Learning Advancements

Artificial intelligence and machine learning will continue to transform workforce management, enabling more sophisticated capabilities:

• Hyper-personalized scheduling based on individual agent performance patterns
• Predictive analytics for agent attrition and performance
• Automated skill-based routing optimization
• AI-driven coaching recommendations based on performance data

These advancements will make WFM systems more accurate and more autonomous, reducing the need for manual intervention while improving outcomes. As AI capabilities mature, WFM software will increasingly serve as a strategic advisor rather than just an operational tool.

Increased Focus on Employee Experience

The growing emphasis on agent experience in WFM software design reflects the recognition that engaged agents deliver better customer experiences. Future developments will include:

• More flexible scheduling options that accommodate individual preferences
• Gamification elements that make adherence and performance more engaging
• Personalized development paths based on performance data
• Wellness features that help prevent burnout and promote work-life balance

These employee-centric features will help address industry-wide retention challenges by creating a more satisfying work environment. As competition for talent increases, organizations that leverage WFM tools to improve the agent experience will have a significant advantage.

Integration of WFM with Broader CX Ecosystems

WFM software is increasingly becoming part of larger customer experience ecosystems, creating a more holistic approach to contact center management:

• Integration with quality management for a complete view of performance
• Connection to voice analytics for deeper insights into customer interactions
• Alignment with customer journey mapping to optimize staffing for critical touchpoints
• Unified reporting across all customer experience dimensions

This integration provides a more comprehensive view of operations and enables more strategic decision-making. By connecting workforce management directly to customer experience outcomes, organizations can ensure that staffing decisions support their broader CX objectives.

‍

Ready to Optimize Your Contact Center Operations?

If you're looking to build a high-performing contact center team that delivers exceptional customer experiences, Lupa can help. We specialize in connecting US companies with premium talent from Latin America, offering timezone alignment and cultural compatibility that offshore options can't match.

Our deep expertise in recruiting engineers and customer support professionals ensures you'll find the right people to implement and operate your workforce management solutions. With Lupa, you're not just getting staff—you're getting strategic partners who understand your business needs and can drive real results.

Don't let staffing challenges limit your contact center's potential. Discover how our premium match quality and values-driven hiring approach can help you build a team that maximizes the benefits of your workforce management investment.

Book a discovery call today and take the first step toward a more efficient, effective contact center operation.

‍

Frequently asked questions (FAQs)

What's the best workforce management solution for call centers?

The best contact center workforce management solution depends on your specific needs, but top platforms typically offer forecasting, agent scheduling, real-time adherence monitoring, and performance analytics. Look for systems with mobile app access, integration capabilities with your existing tools, and features that support employee engagement through self-service options.

What is WFM in call center?

WFM (Workforce Management) in call centers is the process of optimizing staffing levels to meet customer demand efficiently. It involves forecasting call volumes, creating agent schedules, monitoring agent adherence to schedules, tracking KPIs, and making real-time adjustments to ensure service levels are met while controlling costs.

What software do most call centers use?

Most call centers use a combination of: automatic call distributors (ACDs), customer relationship management (CRM) systems like Salesforce, workforce management platforms for agent scheduling and forecasting, quality management software, and analytics tools for tracking KPIs. Many also provide agents with mobile app access for schedule management and improved employee engagement.

What is the 80/20 rule in call centers?

The 80/20 rule states that 80% of calls should be answered within 20 seconds. This standard service level helps maintain customer satisfaction while balancing workday efficiency. Contact center workforce management systems use this metric alongside other KPIs to optimize agent scheduling and ensure adequate staffing.

What are the four key pieces of WFM?

1. Forecasting - Predicting call volumes and workload patterns
2. Scheduling - Creating optimized agent schedules based on forecasts
3. Real-time Management - Monitoring agent adherence and making intraday adjustments
4. Reporting & Analytics - Tracking KPIs and performance metrics to drive employee engagement and continuous improvement

‍