20 Best Workforce Management Software for Call Centers in 2025: Boost Efficiency and Agent Performance
Running a call center is no small feat. Between juggling agent schedules, forecasting call volumes, and ensuring top-notch customer service, managers need tools that streamline operations and empower their teams. That’s where workforce management (WFM) software comes in—a game-changer for call centers looking to optimize staffing, reduce costs, and keep both agents and customers happy. As of February 22, 2025, the WFM market is buzzing with innovative solutions tailored to the unique needs of call centers, from AI-driven forecasting to seamless integrations.
In this article, we’ll dive into the 20 best workforce management software options for call centers, exploring their standout features, benefits, and why they’re worth considering. Whether you’re a small business or an enterprise-level operation, there’s a tool here to fit your needs. Let’s get started!
What is Call Center Workforce Management Software?
Before we jump into the list, let’s clarify what WFM software does. Call center workforce management software helps managers plan, schedule, and track agent performance to match staffing levels with customer demand. It uses historical data, real-time analytics, and automation to forecast call volumes, create efficient schedules, and monitor adherence—all while keeping labor costs in check. The result? Happier agents, satisfied customers, and a more profitable operation.
Why You Need WFM Software for Your Call Center
- Accurate Forecasting: Predict call volumes to avoid over- or understaffing.
- Efficient Scheduling: Assign the right agents to the right shifts with ease.
- Cost Savings: Reduce overtime and idle time with optimized staffing.
- Agent Empowerment: Offer self-service tools for shift swaps and time-off requests.
- Improved Customer Service: Ensure enough agents are available during peak times.
Now, let’s explore the top 20 WFM tools that can transform your call center in 2025.
1. NICE CXone
Why It’s Great: NICE CXone combines workforce management with omnichannel support and AI-powered forecasting.
Key Features:
- Advanced demand forecasting using historical and real-time data.
- Automated scheduling for multiple channels (voice, email, chat).
- Real-time adherence tracking.
Best For: Large call centers needing scalability and robust analytics.
Source: NICE
NICE CXone stands out for its AI-driven insights, helping managers stay ahead of demand spikes while keeping agents productive.
2. Talkdesk
Why It’s Great: Talkdesk offers a cloud-based solution with intuitive WFM tools and AI automation.
Key Features:
- Intelligent scheduling based on agent skills.
- Real-time performance dashboards.
- Mobile app for agent schedule access.
Best For: Mid-sized call centers looking for ease of use.
Source: Talkdesk
With its conversational chatbot for agent requests, Talkdesk simplifies workforce management while boosting agent satisfaction.
3. Genesys Cloud CX
Why It’s Great: Genesys delivers a comprehensive platform with strong WFM and omnichannel capabilities.
Key Features:
- Trend forecasting and real-time monitoring.
- Agent scoring and post-call evaluations.
- Seamless CRM integrations.
Best For: Enterprises with complex needs.
Source: Genesys
Genesys is a powerhouse for call centers wanting actionable insights and flexibility.
4. Calabrio ONE
Why It’s Great: Calabrio ONE integrates WFM with quality management and analytics in a true-cloud platform.
Key Features:
- AI-powered forecasting with machine learning.
- Self-scheduling tools for agents.
- Intraday schedule adjustments.
Best For: Call centers prioritizing agent engagement.
Source: Calabrio
Calabrio’s focus on employee empowerment makes it a top pick for reducing attrition.
5. Alvaria Workforce
Why It’s Great: Formerly Aspect Workforce Management, Alvaria excels in forecasting and real-time tracking.
Key Features:
- Advanced algorithms for volume prediction.
- Employee self-service portal.
- Integration with Amazon Connect and more.
Best For: High-performance contact centers.
Source: Alvaria
Alvaria’s precision makes it ideal for centers needing to optimize every minute.
6. RingCentral Contact Center
Why It’s Great: RingCentral offers WFM as an add-on to its robust contact center suite.
Key Features:
- Skill-based routing and scheduling.
- Real-time insights and analytics.
- Easy integration with RingCentral’s ecosystem.
Best For: Businesses already using RingCentral.
Source: RingCentral
A solid choice for unified communications and workforce optimization in one.
7. Salesforce Service Cloud
Why It’s Great: Salesforce brings omnichannel support and WFM into its CRM powerhouse.
Key Features:
- Workforce planning with historical data.
- Agent performance tracking.
- Customizable dashboards.
Best For: CRM-focused call centers.
Source: Salesforce
Perfect for teams leveraging Salesforce’s broader ecosystem.
8. Playvox
Why It’s Great: Playvox streamlines WFM with a focus on cost savings and service excellence.
Key Features:
- Precise staffing forecasts.
- Automated scheduling and reporting.
- Quality management tools.
Best For: Growing call centers on a budget.
Source: Playvox
Playvox balances affordability with powerful functionality.
9. Verint Workforce Management
Why It’s Great: Verint uses automation to simplify forecasting and scheduling across channels.
Key Features:
- Scalable for small to enterprise teams.
- Real-time analytics and adherence.
- Bot scheduling alongside human agents.
Best For: Multi-channel contact centers.
Source: Verint
Verint’s cloud-based interface is a win for modern operations.
10. Connecteam
Why It’s Great: Connecteam offers a user-friendly platform tailored for call center scheduling.
Key Features:
- Smart shift scheduler with conflict detection.
- Built-in team communication tools.
- Employee preference submissions.
Best For: Small to mid-sized call centers.
Source: Connecteam
Simple yet effective for streamlined operations.
11. Humanity
Why It’s Great: Humanity provides cloud-based scheduling with a focus on flexibility.
Key Features:
- Automatic scheduling adjustments.
- Intuitive interface for managers.
- Integration with retail systems.
Best For: Call centers in BPO industries.
Source: Humanity
Humanity keeps scheduling effortless and adaptable.
12. Sling
Why It’s Great: Sling is a robust scheduling tool with time-tracking features.
Key Features:
- Shift planning and notifications.
- Built-in time clock for attendance.
- Time-off request management.
Best For: Call centers needing simplicity.
Source: Sling
Sling’s straightforward approach saves time and hassle.
13. Five9
Why It’s Great: Five9 blends WFM with cloud contact center capabilities.
Key Features:
- Campaign management and scheduling.
- Quality monitoring and call recording.
- Historical reporting.
Best For: Multi-channel call centers.
Source: Five9
Five9 ensures efficiency across inbound and outbound operations.
14. Assembled
Why It’s Great: Assembled offers real-time dashboards and forecasting for scaling teams.
Key Features:
- Real-time workforce visibility.
- Automated scheduling tools.
- Performance tracking.
Best For: Rapidly growing support teams.
Source: Assembled
Ideal for dynamic, fast-paced environments.
15. Time Doctor
Why It’s Great: Time Doctor focuses on time tracking and workforce analysis.
Key Features:
- Attendance and activity reports.
- Web and app usage monitoring.
- Project-specific time tracking.
Best For: Productivity-focused call centers.
Source: Time Doctor
A great pick for detailed agent performance insights.
16. Kaizo
Why It’s Great: Kaizo uses AI and gamification to boost agent engagement.
Key Features:
- Performance trend identification.
- Coaching card creation.
- Gamified missions for goals.
Best For: Teams prioritizing agent motivation.
Source: Kaizo
Kaizo makes work fun while driving results.
17. Teramind
Why It’s Great: Teramind enhances efficiency with real-time monitoring and analytics.
Key Features:
- Agent activity supervision.
- Screen recording for training.
- Productivity analysis.
Best For: Security-conscious call centers.
Source: Teramind
Teramind excels in compliance and productivity tracking.
18. Deputy
Why It’s Great: Deputy simplifies scheduling and time tracking with automation.
Key Features:
- Auto-scheduling based on skills.
- Mobile clock-in with GPS validation.
- Team communication tools.
Best For: Small to mid-sized teams.
Source: Deputy
Deputy keeps things accurate and efficient.
19. Nextiva
Why It’s Great: Nextiva offers unified WFM with AI-driven productivity tools.
Key Features:
- Workforce optimization capabilities.
- Real-time analytics and call recording.
- Smart agent recommendations.
Best For: Unified customer experience platforms.
Source: Nextiva
Nextiva ties everything together seamlessly.
20. Sprinklr
Why It’s Great: Sprinklr provides WFM within a broader customer experience suite.
Key Features:
- AI-powered staffing insights.
- Multi-channel scheduling.
- Performance tracking across platforms.
Best For: Large-scale digital contact centers.
Source: Sprinklr
Sprinklr is built for brands with a big digital footprint.
How to Choose the Right WFM Software for Your Call Center
With so many options, picking the best WFM software can feel overwhelming. Here’s what to consider:
- Size of Your Operation: Small teams might prefer Connecteam or Sling, while enterprises may lean toward NICE CXone or Genesys.
- Integration Needs: Ensure compatibility with your CRM, telephony, or HR systems.
- Budget: Tools like Playvox offer affordability, while premium options like Salesforce come with a higher cost.
- Features: Prioritize what matters most—forecasting, agent self-service, or real-time analytics.
- Scalability: Choose software that grows with your business.
Benefits of Using WFM Software in Call Centers
Investing in WFM software pays off in multiple ways:
- Reduced Labor Costs: Optimize schedules to cut overtime and idle time.
- Higher Agent Satisfaction: Self-service tools and fair scheduling boost morale.
- Better Customer Experience: Proper staffing ensures quick, quality service.
- Data-Driven Decisions: Analytics help refine strategies and improve outcomes.
Trends Shaping Call Center WFM in 2025
As of February 2025, here’s what’s driving WFM innovation:
- AI and Machine Learning: Enhanced forecasting and personalized agent coaching.
- Remote Work Support: Tools designed for distributed teams.
- Gamification: Engaging agents with leaderboards and rewards.
- Omnichannel Focus: Managing voice, chat, email, and social in one platform.
Final Thoughts
The right workforce management software can transform your call center into a well-oiled machine, balancing efficiency, agent happiness, and customer satisfaction. From AI-powered giants like NICE CXone and Talkdesk to budget-friendly options like Connecteam and Sling, there’s a solution for every need in 2025.
Ready to take the next step? Explore these tools, request demos, and see which one fits your call center best. Your agents—and your customers—will thank you!