- Free Version: Available for teams of up to 10
- Pricing: Premium plan $24/seat/month (with a free 30-day trial period)
- Platforms supported: Available on mobile app (iOS and Android) or a web-based software
Why use SafetyCulture?
Technology is crucial in achieving operational excellence, and SafetyCulture proves this point. Highly rated by credible review sites and respected by its clients, this platform optimizes workforce performance by providing a wide array of tools to streamline administrative tasks, automate processes, and upskill employees. With its comprehensive suite of features, enthusiastic support team, and incredible affordability, SafetyCulture is the best workforce optimization (WFO) software today.
Features:
- Skillfully plan processes, procedures, and policies that will benefit every member of the organization by adjusting or building efficient workflows from scratch.
- Prioritize improvement initiatives by delegating tasks to the right personnel and ensure that nothing is overlooked by using checklists from the Public Library for scheduled meetings, inspections, or training.
- Track and analyze operational performance and trends through the reporting and analytics feature.
- Ensure that employees have the right tools for the trade by developing training programs and delivering them innovatively.
- Boost engagement and ensure team accountability through employee feedback, recognition programs, and robust communication.
Why use NICE CXone?
Rated as the world’s leading digital solution for outstanding customer experience (CX), NICE CXone also offers numerous workforce optimization tools. By utilizing one of their top solutions – Workforce Engagement Management (WEM), companies can better interact with their employees and collaborate extensively to achieve the organization’s goals.
Features:
- Agent mobile scheduling app
- AI forecasting
- Agent KPIs with metrics and trends
- Free Version: None
- Pricing: Licensing fees are available upon registration (demo may also be scheduled)
- Platforms supported: Web, PC, iOS, Android
Why use Calabrio?
One of the most comprehensive digital platforms for contact centers, Calabrio provides numerous tools that optimize workforce management, increase employee engagement, and consequently boost customer satisfaction. With numerous solutions available via cloud and on-premise, companies get the chance to choose a solution that suits their needs best.
Features:
- Accurate forecasting
- Multi-skill scheduling
- Real-time adherence monitoring and reporting
- Free Version: None
- Pricing: Workforce Management Module costs $468/year with additional usage fees (with a free trial)
- Platforms supported: Web, PC, iOS, Android
Why use Alvaria?
Formerly known as Aspect, Alvaria Workforce Management provides contact centers with the solutions they need to operate at a high level. From forecasting demands to real-time employee performance tracking, this platform ensures that team members are fully engaged at work and can deliver the best customer experience.
Features:
- Forecasting, scheduling, and adherence
- Recording, evaluations, calibrations, and feedback
- Gamification and motivation
- Free Version: None
- Pricing: Contact the Alvaria team for more information (demo may also be requested)
- Platforms supported: Web, PC, iOS, Android
Why use EvaluAgent?
Primarily a quality assurance software, EvaluAagent can be used to ensure that workers deliver high-quality service at all times through their full-featured suite. Aside from its robust analytics and automated workflow builders, this digital platform enables HR managers and top supervisors to motivate their agents by opening up communication lines and ensuring consistency in coaching.
Features:
- Auto-QA performance analytics
- Risk-based and focused training
- Fully-integrated reporting
- Free Version: None
- Pricing: Contact vendor for pricing (with a 14-day free trial)
- Platforms supported: Web
Why use Genesys?
A customer experience (CX) platform, Genesys helps companies manage their omnichannel interactions to improve customer journeys. Their workforce management module is a must-have, supporting workers by simplifying their tasks and ensuring extensive team collaboration. Genesys was recently named a leader for contact center solutions by Gartner, so this deserves to be on the list.
Features:
- Workforce Forecasting and Scheduling
- Quality Assurance and Monitoring
- Long-Term Workforce Planning
- Free Version: None
- Pricing: Genesys Cloud EX with WEM costs $90/month (with a 14-day free trial)
- Platforms supported: Web, PC, iOS, Android
What is Workforce Optimization Software?
Workforce optimization software is a digital solution designed to streamline and improve the various administrative and management processes of an organization. The system integrates different tools and applications that enhance performance, quality, and safety. Employee scheduling, real-time monitoring, and training management are just a few of the modules built into the platform. Companies that rely on a workforce to deliver products and services will benefit from this software solution.
Importance
Optimizing the entire workforce is a continuous process. It involves identifying areas for improvement and implementing the necessary changes to benefit the employees. In this day and age, leveraging a workforce optimization software suite is the best way to go about this.
First of all, automated report generation and built-in analytics drive better decision-making. With this, Human Resources (HR) managers and department supervisors can create more effective strategies that boost safety, quality, and compliance.
Advanced communication tools encourage collaboration between top management and workers at the front lines. This feature is incredibly advantageous as it allows employees to voice their concerns and suggestions, giving them a sense of ownership of the organization they belong to.
All these coming together result in operational excellence. And when everyone comes together to work on the organization’s foremost goal, there is no doubt that they will be able to reach it.
Key Features
Many Quality Management Systems (QMS) and HR platforms offer WFO as a module. But it can also be a stand-alone application. Whichever you decide to use, make sure that it has the following must-haves:
- Workforce management
- Forecasting and scheduling
- Performance management
- Quality Assurance (QA) and Quality Control (QC)
- Real-time monitoring capabilities
- Incident management
- Training and development
- Compliance management
- Collaborative tools
- Analytics and reporting
- Integration with QMS, HR applications
- Mobile accessibility
Selecting the Right Workforce Optimization Software
Workforce optimization software plays a crucial role in assisting organizations in efficiently managing their workforce. Any of the options provided above can improve your organization’s overall operational efficiency and ultimately achieve your business goals. Before you make a choice, take another look at the summary below:.
| Workforce Optimization Software | Free Version | Paid Plan | Mobile App |
| SafetyCulture | Yes | $24/user/month* | Yes |
| NICE CXone | No | $169/month | Yes |
| Verint | No | Register for pricing | Yes |
| Calabrio | No | $468/year | Yes |
| Alvaria | No | Contact for pricing | Yes |
| EvaluAgent | No | Contact for pricing | No |
| Genesys | No | $90/month | Yes |
* billed annually
Eunice Arcilla Caburao