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Best Contact Center Workforce Software - Page 2

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Contact center workforce software enables companies to manage their call center employees’ schedules, activities, and performance. In businesses where call center responsiveness to incoming calls is critical, contact center workforce software helps businesses run the line of business efficiently. Contact center workforce software is used by managers of customer service call and contact centers to effectively monitor the quality of calls and manage agents’ time and learning. They can also be used by the agents themselves to self-schedule, submit time-off requests, receive feedback, and access training materials. Tools in this category are often used in conjunction with contact center infrastructure products, and can supplement other customer service-related tools like help desk and live chat products.

To qualify for inclusion in the Contact Center Workforce category, a product must:

Forecast customer call demand
Predict agent staffing numbers based on historical trends
Allow for the creation and editing of agent work schedules
Provide visibility into agents’ call volumes and performance
Provide analytics dashboards and call recording to give managers insight into performance and quality
Show More
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Best Contact Center Workforce Software At A Glance

Leader:
Salesforce Service Cloud
Salesforce Service Cloud
Highest Performer:
Squaretalk
Squaretalk
Easiest to Use:
Talkdesk
Talkdesk
Top Trending:
CloudTalk
CloudTalk
Best Free Software:
NiCE CXone Mpower
NiCE CXone Mpower
Show LessShow More
Easiest to Use:
Talkdesk
Talkdesk
Top Trending:
CloudTalk
CloudTalk
Best Free Software:
NiCE CXone Mpower
NiCE CXone Mpower

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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93 Listings in Contact Center Workforce Available
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Sprinklr Service
(688)4.3 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:$199.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers rea

    Users
    • Social Media Manager
    • Social Media Specialist
    Industries
    • Consumer Services
    • Marketing and Advertising
    Market Segment
    • 43% Enterprise
    • 31% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Sprinklr Service is a unified platform that centralizes customer interactions from various channels, offering features like AI-powered automation, detailed analytics, and integration with other tools.
    • Reviewers appreciate Sprinklr Service's ability to streamline customer interactions, boost agent productivity, and provide comprehensive performance metrics and real-time monitoring.
    • Users mentioned that the platform can sometimes feel overwhelming due to its extensive features, especially for smaller teams or those new to such comprehensive tools, which may require additional training to fully leverage all capabilities.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Sprinklr Service Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    213
    Features
    157
    Helpful
    112
    Efficiency
    101
    Customer Support
    70
    Cons
    Missing Features
    67
    Slow Loading
    52
    Software Bugs
    52
    Learning Curve
    48
    Limited Features
    48
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Sprinklr Service features and usability ratings that predict user satisfaction
    8.6
    Has the product been a good partner in doing business?
    Average: 8.7
    7.8
    Automation
    Average: 8.1
    8.6
    Performance Analysis
    Average: 8.2
    8.1
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Sprinklr
    Company Website
    Year Founded
    2009
    HQ Location
    New York
    Twitter
    @Sprinklr
    38,518 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    4,283 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers rea

Users
  • Social Media Manager
  • Social Media Specialist
Industries
  • Consumer Services
  • Marketing and Advertising
Market Segment
  • 43% Enterprise
  • 31% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Sprinklr Service is a unified platform that centralizes customer interactions from various channels, offering features like AI-powered automation, detailed analytics, and integration with other tools.
  • Reviewers appreciate Sprinklr Service's ability to streamline customer interactions, boost agent productivity, and provide comprehensive performance metrics and real-time monitoring.
  • Users mentioned that the platform can sometimes feel overwhelming due to its extensive features, especially for smaller teams or those new to such comprehensive tools, which may require additional training to fully leverage all capabilities.
Sprinklr Service Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
213
Features
157
Helpful
112
Efficiency
101
Customer Support
70
Cons
Missing Features
67
Slow Loading
52
Software Bugs
52
Learning Curve
48
Limited Features
48
View All Pros and Cons
Sprinklr Service features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 8.7
7.8
Automation
Average: 8.1
8.6
Performance Analysis
Average: 8.2
8.1
Intraday Management
Average: 8.1
Seller Details
Seller
Sprinklr
Company Website
Year Founded
2009
HQ Location
New York
Twitter
@Sprinklr
38,518 Twitter followers
LinkedIn® Page
www.linkedin.com
4,283 employees on LinkedIn®
Freshcaller
(131)4.1 out of 5
Save to My Lists
Entry Level Price:$39 /user/month, bille...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshdesk Contact Center (Formerly Freshcaller) is a simple and reliable cloud-based contact center software that helps businesses connect with customers in an affordable way. With phone numbers in 90

    Users
    No information available
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 69% Small-Business
    • 25% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Freshcaller Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Automation
    1
    Ease of Use
    1
    Efficiency
    1
    Integrations
    1
    Cons
    Lack of Features
    2
    Poor Customer Support
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Freshcaller features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 8.7
    8.9
    Automation
    Average: 8.1
    8.9
    Performance Analysis
    Average: 8.2
    8.3
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Freshworks
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    19,069 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,175 employees on LinkedIn®
    Ownership
    NASDAQ: FRSH
Product Description
How are these determined?Information
This description is provided by the seller.

Freshdesk Contact Center (Formerly Freshcaller) is a simple and reliable cloud-based contact center software that helps businesses connect with customers in an affordable way. With phone numbers in 90

Users
No information available
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 69% Small-Business
  • 25% Mid-Market
Freshcaller Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Automation
1
Ease of Use
1
Efficiency
1
Integrations
1
Cons
Lack of Features
2
Poor Customer Support
1
View All Pros and Cons
Freshcaller features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 8.7
8.9
Automation
Average: 8.1
8.9
Performance Analysis
Average: 8.2
8.3
Intraday Management
Average: 8.1
Seller Details
Seller
Freshworks
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,069 Twitter followers
LinkedIn® Page
www.linkedin.com
9,175 employees on LinkedIn®
Ownership
NASDAQ: FRSH

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8x8 Contact Center
(223)4.1 out of 5
Optimized for quick response
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 emp

    Users
    • Operations Manager
    Industries
    • Financial Services
    • Information Technology and Services
    Market Segment
    • 57% Mid-Market
    • 35% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • 8x8 Contact Center Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    28
    Customer Support
    18
    Helpful
    17
    Efficiency
    13
    Features
    12
    Cons
    Complexity
    8
    Missing Features
    8
    Integration Issues
    7
    Poor Customer Support
    7
    Call Management
    6
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • 8x8 Contact Center features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 8.7
    7.3
    Automation
    Average: 8.1
    7.7
    Performance Analysis
    Average: 8.2
    6.9
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    8x8
    Company Website
    Year Founded
    1987
    HQ Location
    San Jose, CA
    Twitter
    @8x8
    11,163 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,871 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 emp

Users
  • Operations Manager
Industries
  • Financial Services
  • Information Technology and Services
Market Segment
  • 57% Mid-Market
  • 35% Small-Business
8x8 Contact Center Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
28
Customer Support
18
Helpful
17
Efficiency
13
Features
12
Cons
Complexity
8
Missing Features
8
Integration Issues
7
Poor Customer Support
7
Call Management
6
View All Pros and Cons
8x8 Contact Center features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 8.7
7.3
Automation
Average: 8.1
7.7
Performance Analysis
Average: 8.2
6.9
Intraday Management
Average: 8.1
Seller Details
Seller
8x8
Company Website
Year Founded
1987
HQ Location
San Jose, CA
Twitter
@8x8
11,163 Twitter followers
LinkedIn® Page
www.linkedin.com
2,871 employees on LinkedIn®
MaxContact
(43)4.7 out of 5
9th Easiest To Use in Contact Center Workforce software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Make every conversation count – for acquisition, retention & recovery. MaxContact is the AI-powered customer engagement software that helps you turn every customer conversation into a high-imp

    Users
    No information available
    Industries
    • Financial Services
    • Insurance
    Market Segment
    • 58% Mid-Market
    • 42% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • MaxContact Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    32
    Ease of Use
    24
    Efficiency
    23
    Helpful
    23
    Reliability
    16
    Cons
    Customization Difficulty
    5
    Complex Reporting
    4
    Limited Customization
    4
    Missing Features
    4
    Chat Functionality Issues
    3
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • MaxContact features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 8.7
    8.3
    Automation
    Average: 8.1
    7.9
    Performance Analysis
    Average: 8.2
    8.1
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    MaxContact
    HQ Location
    Manchester, England, United Kingdom
    LinkedIn® Page
    www.linkedin.com
    57 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Make every conversation count – for acquisition, retention & recovery. MaxContact is the AI-powered customer engagement software that helps you turn every customer conversation into a high-imp

Users
No information available
Industries
  • Financial Services
  • Insurance
Market Segment
  • 58% Mid-Market
  • 42% Small-Business
MaxContact Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
32
Ease of Use
24
Efficiency
23
Helpful
23
Reliability
16
Cons
Customization Difficulty
5
Complex Reporting
4
Limited Customization
4
Missing Features
4
Chat Functionality Issues
3
View All Pros and Cons
MaxContact features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 8.7
8.3
Automation
Average: 8.1
7.9
Performance Analysis
Average: 8.2
8.1
Intraday Management
Average: 8.1
Seller Details
Seller
MaxContact
HQ Location
Manchester, England, United Kingdom
LinkedIn® Page
www.linkedin.com
57 employees on LinkedIn®
Avaya Experience Platform
(181)4.1 out of 5
View top Consulting Services for Avaya Experience Platform
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, givin

    Users
    • Telecom engineer
    Industries
    • Telecommunications
    • Information Technology and Services
    Market Segment
    • 52% Enterprise
    • 34% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Avaya Experience Platform Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Calling Features
    1
    Connectivity
    1
    Cons
    Error Handling
    1
    Frequent Authentication
    1
    Login Issues
    1
    Software Bugs
    1
    Unreliability
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Avaya Experience Platform features and usability ratings that predict user satisfaction
    7.9
    Has the product been a good partner in doing business?
    Average: 8.7
    7.1
    Automation
    Average: 8.1
    7.3
    Performance Analysis
    Average: 8.2
    8.7
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Avaya
    Year Founded
    2000
    HQ Location
    Durham, North Carolina
    Twitter
    @Avaya
    37,203 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    12,192 employees on LinkedIn®
    Ownership
    NYSE: AVYA
Product Description
How are these determined?Information
This description is provided by the seller.

The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, givin

Users
  • Telecom engineer
Industries
  • Telecommunications
  • Information Technology and Services
Market Segment
  • 52% Enterprise
  • 34% Mid-Market
Avaya Experience Platform Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Calling Features
1
Connectivity
1
Cons
Error Handling
1
Frequent Authentication
1
Login Issues
1
Software Bugs
1
Unreliability
1
View All Pros and Cons
Avaya Experience Platform features and usability ratings that predict user satisfaction
7.9
Has the product been a good partner in doing business?
Average: 8.7
7.1
Automation
Average: 8.1
7.3
Performance Analysis
Average: 8.2
8.7
Intraday Management
Average: 8.1
Seller Details
Seller
Avaya
Year Founded
2000
HQ Location
Durham, North Carolina
Twitter
@Avaya
37,203 Twitter followers
LinkedIn® Page
www.linkedin.com
12,192 employees on LinkedIn®
Ownership
NYSE: AVYA
NICE Workforce Management
(89)4.3 out of 5
View top Consulting Services for NICE Workforce Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native

    Users
    No information available
    Industries
    • Information Technology and Services
    • Telecommunications
    Market Segment
    • 65% Enterprise
    • 29% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • NICE Workforce Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    2
    Scheduling
    2
    Agent Management
    1
    Customer Support
    1
    Easy Implementation
    1
    Cons
    Customization Difficulty
    1
    Display Issues
    1
    Scheduling Issues
    1
    User Interface Issues
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • NICE Workforce Management features and usability ratings that predict user satisfaction
    8.2
    Has the product been a good partner in doing business?
    Average: 8.7
    8.5
    Automation
    Average: 8.1
    8.1
    Performance Analysis
    Average: 8.2
    8.5
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    NiCE
    Year Founded
    1986
    HQ Location
    Hoboken, New Jersey
    Twitter
    @NICELtd
    14,736 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    13,296 employees on LinkedIn®
    Ownership
    NASDAQ: NICE
Product Description
How are these determined?Information
This description is provided by the seller.

With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native

Users
No information available
Industries
  • Information Technology and Services
  • Telecommunications
Market Segment
  • 65% Enterprise
  • 29% Mid-Market
NICE Workforce Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
2
Scheduling
2
Agent Management
1
Customer Support
1
Easy Implementation
1
Cons
Customization Difficulty
1
Display Issues
1
Scheduling Issues
1
User Interface Issues
1
View All Pros and Cons
NICE Workforce Management features and usability ratings that predict user satisfaction
8.2
Has the product been a good partner in doing business?
Average: 8.7
8.5
Automation
Average: 8.1
8.1
Performance Analysis
Average: 8.2
8.5
Intraday Management
Average: 8.1
Seller Details
Seller
NiCE
Year Founded
1986
HQ Location
Hoboken, New Jersey
Twitter
@NICELtd
14,736 Twitter followers
LinkedIn® Page
www.linkedin.com
13,296 employees on LinkedIn®
Ownership
NASDAQ: NICE
Enghouse Contact Center
(104)4.3 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Enghouse Interactive specialize in providing contact center software and service solutions that transforms the customer experience. Enghouse’s customer engagement suite, which can handle large volumes

    Users
    No information available
    Industries
    • Information Technology and Services
    • Telecommunications
    Market Segment
    • 60% Mid-Market
    • 23% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Enghouse Contact Center Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    26
    Integrations
    18
    Customer Support
    16
    Easy Integrations
    16
    CRM Integration
    11
    Cons
    Learning Curve
    10
    Training Required
    10
    Training Deficiency
    9
    Missing Features
    7
    Difficult Learning
    6
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Enghouse Contact Center features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 8.7
    8.3
    Automation
    Average: 8.1
    8.7
    Performance Analysis
    Average: 8.2
    8.9
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Enghouse Systems
    Year Founded
    1984
    HQ Location
    Markham
    Twitter
    @EnghouseInterac
    2,465 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,324 employees on LinkedIn®
    Ownership
    ENGH (TSE)
Product Description
How are these determined?Information
This description is provided by the seller.

Enghouse Interactive specialize in providing contact center software and service solutions that transforms the customer experience. Enghouse’s customer engagement suite, which can handle large volumes

Users
No information available
Industries
  • Information Technology and Services
  • Telecommunications
Market Segment
  • 60% Mid-Market
  • 23% Enterprise
Enghouse Contact Center Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
26
Integrations
18
Customer Support
16
Easy Integrations
16
CRM Integration
11
Cons
Learning Curve
10
Training Required
10
Training Deficiency
9
Missing Features
7
Difficult Learning
6
View All Pros and Cons
Enghouse Contact Center features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.7
8.3
Automation
Average: 8.1
8.7
Performance Analysis
Average: 8.2
8.9
Intraday Management
Average: 8.1
Seller Details
Seller
Enghouse Systems
Year Founded
1984
HQ Location
Markham
Twitter
@EnghouseInterac
2,465 Twitter followers
LinkedIn® Page
www.linkedin.com
1,324 employees on LinkedIn®
Ownership
ENGH (TSE)
3CLogic Cloud Call Center
(47)4.4 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Man

    Users
    No information available
    Industries
    • Information Technology and Services
    Market Segment
    • 43% Enterprise
    • 32% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • 3CLogic Cloud Call Center Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    10
    Helpful
    8
    Positive Experience
    8
    Ease of Use
    7
    Efficiency
    7
    Cons
    Limited Customization
    4
    Lack of Customization
    3
    Missing Features
    3
    Connection Issues
    2
    Dashboard Issues
    2
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • 3CLogic Cloud Call Center features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 8.7
    9.4
    Automation
    Average: 8.1
    9.4
    Performance Analysis
    Average: 8.2
    9.4
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    3CLogic
    Year Founded
    2005
    HQ Location
    Rockville, Maryland
    Twitter
    @3CLogic
    1,981 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    181 employees on LinkedIn®
    Phone
    800 350 8656
Product Description
How are these determined?Information
This description is provided by the seller.

3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Man

Users
No information available
Industries
  • Information Technology and Services
Market Segment
  • 43% Enterprise
  • 32% Mid-Market
3CLogic Cloud Call Center Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
10
Helpful
8
Positive Experience
8
Ease of Use
7
Efficiency
7
Cons
Limited Customization
4
Lack of Customization
3
Missing Features
3
Connection Issues
2
Dashboard Issues
2
View All Pros and Cons
3CLogic Cloud Call Center features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 8.7
9.4
Automation
Average: 8.1
9.4
Performance Analysis
Average: 8.2
9.4
Intraday Management
Average: 8.1
Seller Details
Seller
3CLogic
Year Founded
2005
HQ Location
Rockville, Maryland
Twitter
@3CLogic
1,981 Twitter followers
LinkedIn® Page
www.linkedin.com
181 employees on LinkedIn®
Phone
800 350 8656
VCC Live
(160)4.6 out of 5
11th Easiest To Use in Contact Center Workforce software
Save to My Lists
Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    VCC Live is a cloud-based contact center solution for managing the full scope of inbound and outbound activities. ▸ Omnichannel, feature-filled software ▸ No user coding or development required ▸ Lea

    Users
    No information available
    Industries
    • Financial Services
    • Telecommunications
    Market Segment
    • 51% Mid-Market
    • 42% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • VCC Live Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    23
    Customer Support
    20
    Helpful
    17
    Intuitive
    12
    Reporting
    10
    Cons
    Connection Issues
    7
    Customization Difficulty
    6
    Internet Dependency
    5
    Usability Issues
    5
    User Interface Issues
    5
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • VCC Live features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 8.7
    8.3
    Automation
    Average: 8.1
    8.8
    Performance Analysis
    Average: 8.2
    8.9
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    VCC Live Group Zrt
    Year Founded
    1999
    HQ Location
    Budapest, Pest
    Twitter
    @vcc_live_brand
    1,556 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    76 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

VCC Live is a cloud-based contact center solution for managing the full scope of inbound and outbound activities. ▸ Omnichannel, feature-filled software ▸ No user coding or development required ▸ Lea

Users
No information available
Industries
  • Financial Services
  • Telecommunications
Market Segment
  • 51% Mid-Market
  • 42% Small-Business
VCC Live Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
23
Customer Support
20
Helpful
17
Intuitive
12
Reporting
10
Cons
Connection Issues
7
Customization Difficulty
6
Internet Dependency
5
Usability Issues
5
User Interface Issues
5
View All Pros and Cons
VCC Live features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 8.7
8.3
Automation
Average: 8.1
8.8
Performance Analysis
Average: 8.2
8.9
Intraday Management
Average: 8.1
Seller Details
Seller
VCC Live Group Zrt
Year Founded
1999
HQ Location
Budapest, Pest
Twitter
@vcc_live_brand
1,556 Twitter followers
LinkedIn® Page
www.linkedin.com
76 employees on LinkedIn®
Zendesk for Contact Center
(218)4.7 out of 5
Optimized for quick response
View top Consulting Services for Zendesk for Contact Center
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  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zendesk for Contact Center is a quality assurance solution that helps companies solidify customer relationships through excellent CX.

    Users
    No information available
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 62% Mid-Market
    • 27% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Zendesk for Contact Center Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    4
    Agent Management
    2
    Centralization
    2
    Customer Support
    2
    Intuitive
    2
    Cons
    Slow Performance
    2
    Inaccurate Data Analysis
    1
    Inefficiency
    1
    Missing Features
    1
    Refresh Issues
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Zendesk for Contact Center features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 8.7
    8.3
    Automation
    Average: 8.1
    10.0
    Performance Analysis
    Average: 8.2
    8.3
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Zendesk
    Company Website
    Year Founded
    2007
    HQ Location
    San Francisco, CA
    Twitter
    @Zendesk
    104,022 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    7,284 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Zendesk for Contact Center is a quality assurance solution that helps companies solidify customer relationships through excellent CX.

Users
No information available
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 62% Mid-Market
  • 27% Small-Business
Zendesk for Contact Center Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
4
Agent Management
2
Centralization
2
Customer Support
2
Intuitive
2
Cons
Slow Performance
2
Inaccurate Data Analysis
1
Inefficiency
1
Missing Features
1
Refresh Issues
1
View All Pros and Cons
Zendesk for Contact Center features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 8.7
8.3
Automation
Average: 8.1
10.0
Performance Analysis
Average: 8.2
8.3
Intraday Management
Average: 8.1
Seller Details
Seller
Zendesk
Company Website
Year Founded
2007
HQ Location
San Francisco, CA
Twitter
@Zendesk
104,022 Twitter followers
LinkedIn® Page
www.linkedin.com
7,284 employees on LinkedIn®
PCIPal
(22)4.7 out of 5
View top Consulting Services for PCIPal
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Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    We provide organizations globally with secure cloud payment and data protection solutions for any business communications environment including voice, chat, social, email, and contact center. Protect

    Users
    No information available
    Industries
    No information available
    Market Segment
    • 36% Enterprise
    • 32% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • PCIPal Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    5
    Helpful
    2
    Implementation Ease
    2
    Platform Quality
    2
    Centralized Communication
    1
    Cons
    Missing Features
    1
    Poor Documentation
    1
    Poor Interface Design
    1
    System Instability
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • PCIPal features and usability ratings that predict user satisfaction
    9.7
    Has the product been a good partner in doing business?
    Average: 8.7
    7.5
    Automation
    Average: 8.1
    8.3
    Performance Analysis
    Average: 8.2
    10.0
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    PCIPal
    HQ Location
    London, England
    Twitter
    @PCIPAL
    1,481 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    139 employees on LinkedIn®
    Ownership
    LON: PCIP
Product Description
How are these determined?Information
This description is provided by the seller.

We provide organizations globally with secure cloud payment and data protection solutions for any business communications environment including voice, chat, social, email, and contact center. Protect

Users
No information available
Industries
No information available
Market Segment
  • 36% Enterprise
  • 32% Mid-Market
PCIPal Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
5
Helpful
2
Implementation Ease
2
Platform Quality
2
Centralized Communication
1
Cons
Missing Features
1
Poor Documentation
1
Poor Interface Design
1
System Instability
1
View All Pros and Cons
PCIPal features and usability ratings that predict user satisfaction
9.7
Has the product been a good partner in doing business?
Average: 8.7
7.5
Automation
Average: 8.1
8.3
Performance Analysis
Average: 8.2
10.0
Intraday Management
Average: 8.1
Seller Details
Seller
PCIPal
HQ Location
London, England
Twitter
@PCIPAL
1,481 Twitter followers
LinkedIn® Page
www.linkedin.com
139 employees on LinkedIn®
Ownership
LON: PCIP
Webex Contact Center
(156)4.4 out of 5
Optimized for quick response
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  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-servic

    Users
    No information available
    Industries
    • Information Technology and Services
    • Consumer Services
    Market Segment
    • 39% Mid-Market
    • 35% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Webex Contact Center Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Features
    16
    Ease of Use
    14
    Efficiency
    10
    Customer Satisfaction
    7
    Integrations
    7
    Cons
    Integration Issues
    8
    Complexity
    5
    Integration Difficulty
    5
    Lack of Integrations
    4
    Limited Functionality
    4
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Webex Contact Center features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.7
    5.0
    Automation
    Average: 8.1
    4.4
    Performance Analysis
    Average: 8.2
    5.0
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Cisco
    Company Website
    Year Founded
    1984
    HQ Location
    San Jose, CA
    Twitter
    @Cisco
    730,432 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    95,148 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-servic

Users
No information available
Industries
  • Information Technology and Services
  • Consumer Services
Market Segment
  • 39% Mid-Market
  • 35% Enterprise
Webex Contact Center Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Features
16
Ease of Use
14
Efficiency
10
Customer Satisfaction
7
Integrations
7
Cons
Integration Issues
8
Complexity
5
Integration Difficulty
5
Lack of Integrations
4
Limited Functionality
4
View All Pros and Cons
Webex Contact Center features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.7
5.0
Automation
Average: 8.1
4.4
Performance Analysis
Average: 8.2
5.0
Intraday Management
Average: 8.1
Seller Details
Seller
Cisco
Company Website
Year Founded
1984
HQ Location
San Jose, CA
Twitter
@Cisco
730,432 Twitter followers
LinkedIn® Page
www.linkedin.com
95,148 employees on LinkedIn®
Assembled WFM
(148)4.6 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Assembled is the all-in-one support platform that unifies AI agents and intelligent workforce management to help companies deliver superhuman support. With Assembled, teams can forecast with over 90%

    Users
    • Real Time Analyst
    Industries
    • Financial Services
    • Information Technology and Services
    Market Segment
    • 59% Mid-Market
    • 23% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Assembled WFM Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    18
    Scheduling
    12
    Scheduling Ease
    11
    Customer Support
    8
    Helpful
    6
    Cons
    Missing Features
    5
    Scheduling Issues
    5
    Limited Features
    4
    Connectivity Issues
    3
    Complexity
    2
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Assembled WFM features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 8.7
    7.7
    Automation
    Average: 8.1
    8.0
    Performance Analysis
    Average: 8.2
    8.6
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Assembled
    Company Website
    Year Founded
    2018
    HQ Location
    San Francisco, California
    Twitter
    @assembledhq
    378 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    150 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Assembled is the all-in-one support platform that unifies AI agents and intelligent workforce management to help companies deliver superhuman support. With Assembled, teams can forecast with over 90%

Users
  • Real Time Analyst
Industries
  • Financial Services
  • Information Technology and Services
Market Segment
  • 59% Mid-Market
  • 23% Small-Business
Assembled WFM Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
18
Scheduling
12
Scheduling Ease
11
Customer Support
8
Helpful
6
Cons
Missing Features
5
Scheduling Issues
5
Limited Features
4
Connectivity Issues
3
Complexity
2
View All Pros and Cons
Assembled WFM features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 8.7
7.7
Automation
Average: 8.1
8.0
Performance Analysis
Average: 8.2
8.6
Intraday Management
Average: 8.1
Seller Details
Seller
Assembled
Company Website
Year Founded
2018
HQ Location
San Francisco, California
Twitter
@assembledhq
378 Twitter followers
LinkedIn® Page
www.linkedin.com
150 employees on LinkedIn®
Puzzel CX Platform
(128)4.6 out of 5
Optimized for quick response
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire

    Users
    No information available
    Industries
    • Telecommunications
    • Oil & Energy
    Market Segment
    • 51% Mid-Market
    • 27% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Puzzel CX Platform Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    51
    Customer Support
    38
    Helpful
    35
    Efficiency
    23
    Intuitive
    19
    Cons
    Missing Features
    11
    Limited Customization
    8
    Complexity
    7
    Limited Functionality
    7
    Call Issues
    6
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Puzzel CX Platform features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.7
    7.4
    Automation
    Average: 8.1
    7.7
    Performance Analysis
    Average: 8.2
    6.8
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Puzzel
    Company Website
    HQ Location
    Alna District, Oslo
    LinkedIn® Page
    www.linkedin.com
    325 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire

Users
No information available
Industries
  • Telecommunications
  • Oil & Energy
Market Segment
  • 51% Mid-Market
  • 27% Small-Business
Puzzel CX Platform Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
51
Customer Support
38
Helpful
35
Efficiency
23
Intuitive
19
Cons
Missing Features
11
Limited Customization
8
Complexity
7
Limited Functionality
7
Call Issues
6
View All Pros and Cons
Puzzel CX Platform features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.7
7.4
Automation
Average: 8.1
7.7
Performance Analysis
Average: 8.2
6.8
Intraday Management
Average: 8.1
Seller Details
Seller
Puzzel
Company Website
HQ Location
Alna District, Oslo
LinkedIn® Page
www.linkedin.com
325 employees on LinkedIn®
Zoom Contact Center
(47)4.3 out of 5
Optimized for quick response
View top Consulting Services for Zoom Contact Center
Save to My Lists
Entry Level Price:Starting at $69.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zoom Contact Center is a complete Contact Center as a Service (CCaaS) offering built directly on Zoom’s powerful unified communications platform to help businesses of all sizes better support and conn

    Users
    No information available
    Industries
    • Farming
    • Financial Services
    Market Segment
    • 45% Mid-Market
    • 45% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Zoom Contact Center Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    24
    Features
    11
    Efficiency
    10
    Easy Implementation
    8
    Integrations
    8
    Cons
    Lack of Clarity
    8
    Call Issues
    6
    Chat Functionality Issues
    6
    Contact Management
    6
    Missing Features
    6
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Zoom Contact Center features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.7
    7.2
    Automation
    Average: 8.1
    6.7
    Performance Analysis
    Average: 8.2
    7.3
    Intraday Management
    Average: 8.1
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Zoom
    Company Website
    Year Founded
    2011
    HQ Location
    San Jose, CA
    Twitter
    @zoom
    1,051,603 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    12,199 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Zoom Contact Center is a complete Contact Center as a Service (CCaaS) offering built directly on Zoom’s powerful unified communications platform to help businesses of all sizes better support and conn

Users
No information available
Industries
  • Farming
  • Financial Services
Market Segment
  • 45% Mid-Market
  • 45% Small-Business
Zoom Contact Center Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
24
Features
11
Efficiency
10
Easy Implementation
8
Integrations
8
Cons
Lack of Clarity
8
Call Issues
6
Chat Functionality Issues
6
Contact Management
6
Missing Features
6
View All Pros and Cons
Zoom Contact Center features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.7
7.2
Automation
Average: 8.1
6.7
Performance Analysis
Average: 8.2
7.3
Intraday Management
Average: 8.1
Seller Details
Seller
Zoom
Company Website
Year Founded
2011
HQ Location
San Jose, CA
Twitter
@zoom
1,051,603 Twitter followers
LinkedIn® Page
www.linkedin.com
12,199 employees on LinkedIn®
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