Product Listings
Verint Workforce Management is an AI-powered solution that forecasts your customer demand, analyzes and predicts the number of employees needed, and optimizes employee schedules to align with demand across contact center and back-office operations, to help you meet your CX and efficiency goals. We provide highly accurate forecasting for complex, omnichannel organizations; flexible scheduling with self-serve capabilities that empower employees to autonomously make changes to their schedules, and AI-derived, real-time data insights for intraday work balancing and faster, better decision making. Verint WFM customers typically increase employee productivity, reduce employee attrition, increase NPS / CSAT scores, and increase manager capacity. Verint WFM is part of Verint CX Automation Platform, which helps lower costs and elevate EX and CX. The Platform and solutions are scalable from SMB to global enterprises, and can be deployed on-premises, single or multi-tenant cloud, or a hybrid mix.
NICE Workforce Management (WFM) is a software designed to assist organizations in forecasting, scheduling, and managing workforce operations primarily within contact centers and service environments. The software leverages automation and analytics to generate staffing forecasts, optimize shift schedules, and monitor employee adherence in real time. By integrating data from multiple channels, NICE WFM enables organizations to align resources with expected demand, address workload variability, and manage labor costs. The software offers features such as employee self-service for shift bidding and swapping, intraday management tools, and comprehensive reporting, supporting the efficient allocation of personnel and helping organizations improve service levels while optimizing operational efficiency.
Calabrio ONE is a software designed to support contact center workforce optimization through integrated features such as workforce management, quality management, analytics, and call recording. The software enables organizations to monitor and assess agent performance, forecast staffing requirements, and analyze customer interactions. By providing tools for scheduling, performance reviews, and interaction analytics, Calabrio ONE addresses challenges related to operational efficiency, regulatory compliance, and customer experience improvement in contact center environments. The software aims to help businesses manage resources, ensure service quality, and derive actionable insights from customer communications.
Aspect Workforce is a software designed to support workforce management operations within contact centers. The software enables organizations to forecast workload, schedule staff, and track employee performance and adherence. By using analytics and automated scheduling, Aspect Workforce aims to optimize staffing levels, reduce operational costs, and improve service level consistency. It provides tools for managing time-off requests, shift swaps, and compliance with labor regulations. The software offers integration options with other enterprise systems, allowing for streamlined HR processes and real-time reporting. Its capabilities address business challenges related to inefficient staffing, complex labor requirements, and fluctuating demand in customer service environments.
Genesys Cloud CX is a software that provides a platform for contact center operations and customer experience management. It offers features including omnichannel routing for voice, chat, email, and social interactions, workforce engagement tools, analytics, and automation capabilities. The software enables organizations to manage customer interactions across multiple channels within a single interface and supports integration with enterprise applications. Genesys Cloud CX addresses business needs such as streamlining customer support processes, enhancing agent productivity, and providing real-time visibility into customer engagement metrics. It is designed to help organizations optimize communication workflows and manage high volumes of customer interactions efficiently.
Calabrio Quality Management is a software designed to support contact centers in monitoring, evaluating, and improving agent performance. The software enables organizations to capture and analyze interactions across multiple channels, including voice and digital communications. It provides features such as automated quality evaluations, customizable scorecards, and detailed reporting tools to help measure service levels and identify training needs. The software also includes workflow management for review and feedback processes, allowing supervisors to streamline assessment and coaching activities. By facilitating the objective analysis of customer interactions, the software aims to address operational challenges related to consistency, compliance, and service quality in customer engagement.
NICE Engage Platform is a software designed to support comprehensive interaction recording and management across various communication channels such as voice, video, chat, and screen activity. The software centralizes the capture, storage, and retrieval of interactions, enabling organizations to meet compliance requirements, enhance analysis, and improve quality management. It offers tools for real-time monitoring, advanced search, and secure access controls to facilitate investigation and auditing processes. NICE Engage Platform addresses business challenges related to regulatory compliance, risk mitigation, and operational efficiency by providing reliable solutions for multi-channel interaction retention and review.
NICE inContact is a cloud-based contact center software designed to facilitate customer interaction management across various communication channels including voice, email, chat, and social media. The software provides features such as automatic call distribution, interactive voice response, workforce optimization, analytics, and reporting. It enables organizations to manage and monitor customer service operations, optimize agent performance, and enhance service quality through intelligent routing and real-time data. The software addresses business challenges related to customer engagement, operational efficiency, and compliance by integrating multiple contact center functions into a unified platform.
Workforce Optimization is a software developed by InVision that focuses on improving workforce efficiency and management for organizations. The software provides tools for scheduling, forecasting, time and attendance tracking, and performance analysis. By integrating data-driven insights, it enables businesses to optimize staff allocation, reduce labor costs, and comply with regulatory requirements. The software supports processes for managing employee availability, preferences, and workload distribution to address operational needs in sectors such as contact centers and service environments. Workforce Optimization assists organizations in achieving balanced staffing while meeting service goals and operational targets.
isolved People Cloud is a software that offers human capital management capabilities for businesses. It provides features for payroll processing, human resources management, time and attendance tracking, and benefits administration. The software facilitates workflow automation and employee self-service, enabling organizations to manage workforce data, compliance, and reporting requirements. It assists in streamlining HR processes, maintaining accurate employee information, and supporting labor law adherence. The solution addresses the business need for centralized management of employee lifecycle activities, aiming to improve administrative efficiency and reduce manual processes. The software is designed to support flexible workforce management for small and midsize businesses.
Calabrio Teleopti Workforce Management is a software designed to optimize workforce scheduling, forecasting, and adherence in contact centers and similar environments. The software provides tools for automating staff planning, tracking real-time agent activity, and analyzing workforce data to improve operational efficiency. Features include automated shift assignments, forecasting based on historical data, real-time monitoring of agent performance, and reporting capabilities to support strategic decision-making. The software aims to address the challenge of aligning staffing resources with fluctuating business demand, helping organizations minimize understaffing and overstaffing while maintaining service levels. Integration capabilities with other enterprise systems are included to streamline workforce management processes.
Avaya Contact Center software provides tools for managing customer interactions across multiple communication channels including voice, email, and chat. The software enables organizations to route inquiries, monitor agent performance, and analyze interaction data to improve service efficiency. It offers features such as workflow automation, reporting, and real-time monitoring, allowing businesses to address contact center operations and optimize customer experience. Avaya Contact Center software is designed to streamline communications, enhance agent productivity, and support compliance requirements, aiming to address the challenges of handling high volumes of customer interactions in various business environments.
Calabrio Workforce Management is a software designed to assist organizations in optimizing contact center staffing and managing workforce operations. The software provides forecasting, scheduling, and real-time adherence monitoring to help businesses match staffing levels with anticipated demand. It incorporates analytics to evaluate agent performance and workload distribution, aiming to improve efficiency and service levels. Calabrio Workforce Management integrates with various contact center platforms and facilitates shift bidding, time-off requests, and automated schedule adjustments. The software addresses challenges such as inefficient staffing, compliance requirements, and complex scheduling needs commonly faced by customer service operations.
Genesys Multicloud CX (Legacy) is a software designed to manage and optimize customer interactions across multiple digital and voice channels within contact centers. It integrates features such as omnichannel engagement, intelligent routing, workforce optimization, analytics, and reporting. The software supports deployment across public and private cloud infrastructures, enabling organizations to unify customer data, automate communication processes, and monitor service quality. Genesys Multicloud CX (Legacy) addresses business needs related to improving customer experience, managing complex interaction flows, and increasing operational efficiency within service environments.
PureConnect (Legacy) is a software solution designed to manage customer interactions across multiple communication channels, such as voice, email, chat, and social media. The software supports contact center operations by providing tools for omnichannel routing, workforce optimization, reporting, and analytics. PureConnect (Legacy) enables organizations to automate processes and manage interactions efficiently, helping businesses address the challenge of delivering consistent customer service and streamlining workflow within a contact center environment. The software offers integration capabilities with other enterprise applications and aims to support scalability and customization to meet varied business requirements.
Workforce Engagement Management from Talkdesk is a software designed to optimize contact center operations by providing functionalities for workforce scheduling, performance analytics, quality management, and employee training. The software enables automated forecasting and scheduling to help organizations match staffing levels with call volumes and service requirements. It offers real-time dashboards and reporting tools to monitor agent activity and productivity. Quality management features allow for evaluation of customer interactions and facilitate improvements through coaching and feedback. The software also includes integrated modules for e-learning and knowledge sharing to support ongoing employee development. By streamlining workforce processes and enabling data-driven decisions, the software aims to address challenges related to operational efficiency and employee engagement in customer service environments.
NICE Quality Management is a software designed to support organizations in assessing and improving customer interactions across various channels by automating quality evaluation processes. The software enables businesses to monitor agent performance, analyze recorded interactions, and generate actionable insights to enhance compliance and service delivery. With features such as scoring, calibration tools, workflow management, and customizable evaluation forms, it assists supervisors in identifying training needs and optimizing operational efficiency. The software addresses business challenges related to maintaining consistent service quality and regulatory adherence while offering capabilities for detailed reporting and root cause analysis to drive continuous process improvement.
8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations.