Top 10 Call Center Workforce Management Software in 2025

Running a call center in 2025 isn’t just about answering calls, it’s about managing people, shifts, performance, and customer expectations all at once. That’s where workforce management (WFM) software steps in.

The right tool helps you schedule agents smarter, cut costs, boost productivity, and deliver faster, more reliable customer service. But with so many options out there, finding the best one for your business can feel tough. The importance of these solutions is clear, the global call center workforce management software market was valued at $6.5 billion in 2023 and is projected to reach $11.5 billion by 2030, growing at a CAGR of 9.5%.

To make it simple, I’ve rounded up the top 10 call center workforce management software in 2025, complete with key features, pros & cons, pricing, and best-fit recommendations.

What Is Call Center Workforce Management?

Call center workforce management (WFM) is the strategic process of using people, data, and technology to forecast call volumes, schedule the right agents, monitor real-time performance, and analyze results. The goal is to meet customer demand efficiently while controlling costs and maintaining service levels.

Effective WFM prevents understaffing and agent burnout, ensures the right skills are always available, and drives both customer satisfaction and operational efficiency.

Benefits of Using Workforce Management Software in Call Centers

Workforce management (WFM) software helps call centers run smoothly by combining automation, analytics, and scheduling tools. Here are the some of the core benefits:

• Accurate Forecasting: Predict call volumes and staff needs in advance.
• Smarter Scheduling: Assign the right agents at the right time to avoid understaffing or idle time.
• Real-Time Monitoring: Track agent adherence, performance, and service levels instantly.
• Lower Costs: Reduce overtime, prevent overstaffing, and cut manual errors.
• Better Customer Experience: Faster response times and consistent service quality.
• Higher Agent Satisfaction: Balanced shifts and clear performance goals reduce burnout.
• Scalability: Easily manage workforce needs as the call center grows.

With around 80% of call centers now leveraging AI-based technologies, workforce management software can enhance agent productivity and customer interactions.

Top 10 Call Center Workforce Management Software in 2025

Choosing the right workforce management software can make or break your call center’s efficiency. To save you hours of research, here’s a breakdown of the top 10 WFM solutions in 2025:

1. Qoli

When it comes to workforce management, most tools stop at scheduling and shift tracking. Qoli goes much further. It’s designed as a complete call log management software that gives you control over every aspect of your call center.

With Qoli, you don’t just plan schedules, you see the full picture of how your team performs. From call histories and recordings to real-time monitoring, app usage, and even GPS tracking for remote agents, Qoli combines everything you need to run a call center efficiently in one platform.

Key Features

Qoli is more than just workforce management, it’s a complete call center control hub. Here’s what makes it stand out:

• Complete Call Log Management: Track every incoming and outgoing call, access detailed call history, and listen to recordings instantly.
• Real-Time Call Monitoring: Keep tabs on live calls to ensure quality and coach agents on the spot.
• Smart Workforce Scheduling: Automate shifts, breaks, and agent allocation for maximum efficiency.
• Agent Performance Analytics: Track KPIs like call handling time, resolution rates, and overall productivity.
• Screen Time & App Tracking: Understand agent activity beyond calls to optimize performance.
• GPS & Geofencing: Monitor remote or field agents and ensure coverage where it’s needed.
• CRM & Tool Integrations: Sync with existing business tools for seamless operations.
• And Many More Outstanding Features: Qoli is packed with tools to help run a healthy, productive, and successful business.

Bottom line: Qoli combines call monitoring, workforce management, and performance analytics into one platform, giving managers full control and insights without juggling multiple tools.

Best For

Qoli is perfect for call centers and businesses that need more than just basic scheduling. It’s best for:

• Growing call centers that want real-time monitoring and performance insights
• Managers who need complete control over workforce and call logs
• Remote or hybrid teams that require GPS tracking and geofencing
• SMBs and enterprises looking for an all-in-one solution without struggling with multiple tools

Pros

• Combines call log management + workforce management + performance analytics in one platform
• User-friendly interface that’s easy for managers and agents
• Real-time monitoring which ensures quality and productivity
• Affordable and scalable pricing, suitable for SMBs and large enterprises
• Helps reduce agent burnout and improves overall efficiency

Cons

• Some advanced AI analytics features are still being rolled out
• Dependent on internet connectivity for cloud-based features

Pricing

Qoli offers affordable and flexible plans designed to scale with your business:

• Starts at $9.99 per user/month, perfect for SMBs and small teams
• Enterprise plans available for larger organizations with advanced features and custom requirements
• All plans include call log management, real-time monitoring, workforce scheduling, and analytics

Rating

Trusted by businesses worldwide, Qoli has a ⭐ 4.8/5 rating, making it a top choice for reliable call center and workforce management.

2. NICE

NICE is a well-known workforce management software used by large call centers and enterprises. It helps managers forecast call volumes, schedule agents efficiently, and monitor performance in real time. The platform also provides call recording, quality management, and analytics for KPIs, agent adherence, and service levels. NICE is ideal for teams that need a scalable, reliable, and data-driven workforce management solution.

Key features

• Advanced forecasting and scheduling tools for agent shifts
• Real-time performance monitoring and dashboards
• Quality management with call recordings and evaluation
• Analytics for service levels, agent adherence, and KPIs
• Integrations with CRM and contact center platforms

Best For

NICE is ideal for large call centers and enterprises needing robust, scalable, and analytics-driven workforce management.

Pricing

• Custom pricing based on organization size and features
• Enterprise-level plans with advanced reporting and AI analytics

Rating

NICE workforce management holds a ⭐3.9/5 rating according to Gartner platform.

3. Verint

Verint is a comprehensive workforce management solution designed for large enterprises and contact centers. It offers advanced features like AI-powered forecasting, real-time scheduling, adherence monitoring, and performance analytics. The platform supports omnichannel operations, integrating seamlessly with CRM systems and providing tools for quality management and compliance. Verint is suitable for organizations seeking a scalable and data-driven approach to optimize workforce efficiency and customer experience.

Key Features

• AI-Powered Forecasting & Scheduling: Utilizes machine learning to predict call volumes and optimize agent schedules.
• Real-Time Adherence Monitoring: Tracks agent performance against schedules, enabling immediate adjustments.
• Omnichannel Support: Manages interactions across voice, chat, email, and social channels.
• Quality Management: Provides tools for evaluating and improving agent performance.
• Compliance Tools: Ensures adherence to industry regulations and internal policies.
• Integration Capabilities: Seamlessly integrates with various CRM and contact center platforms.
• Mobile Access: Offers mobile applications for agents and managers for on-the-go management.
• Analytics & Reporting: Delivers insights into performance metrics, service levels, and operational efficiency.

Best For

Verint is ideal for large enterprises and contact centers that require a robust, scalable, and AI-driven workforce management solution. It's particularly beneficial for organizations seeking to enhance operational efficiency, ensure compliance, and improve customer experience across multiple channels.

Pricing

Verint offers custom pricing based on organization size and feature requirements, making it suitable for large enterprises and contact centers.

Rating

Verint workforce management holds a ⭐ 4.2/5 rating on Gartner Peer Insights, praised for its scalability and comprehensive features.

4. Calabrio

Calabrio ONE is a comprehensive, AI-powered workforce management solution tailored for contact centers. It integrates scheduling, forecasting, quality management, and analytics into a unified platform. The software is designed to enhance agent engagement, improve operational efficiency, and deliver superior customer experiences.

Key Features

• AI-Driven Forecasting & Scheduling: Utilizes machine learning to predict call volumes and optimize agent schedules.
• Real-Time Adherence Monitoring: Tracks agent performance against schedules, enabling immediate adjustments.
• Quality Management Tools: Provides tools for evaluating and improving agent performance.
• Analytics & Reporting: Delivers insights into performance metrics, service levels, and operational efficiency.
• Self-Scheduling Capabilities: Empowers agents with the flexibility to manage their schedules.
• Omnichannel Support: Manages interactions across voice, chat, email, and social channels.
• Integration Capabilities: Seamlessly integrates with various CRM and contact center platforms.

Best For

Calabrio ONE is ideal for contact centers seeking a comprehensive, AI-powered workforce management solution that integrates scheduling, forecasting, quality management, and analytics into a unified platform.

Pricing

Calabrio ONE offers a one-time starting price of $295, making it accessible for small to medium-sized businesses. However, pricing may vary based on organization size and feature requirements.

Rating

Calabrio ONE holds a ⭐4.5/5 rating on Gartner Peer Insights

5. Talkdesk

Talkdesk workforce management leverages AI to enhance staffing, scheduling, and forecasting in contact centers. It offers automated scheduling, compliance assurance, and real-time metric visibility, aiming to improve both agent experience and operational efficiency. The platform is designed to streamline operations through intelligent forecasting and omnichannel support, making it suitable for businesses of various sizes.

Key Features

• AI-Powered Forecasting & Scheduling: Utilizes machine learning to predict call volumes and optimize agent schedules.
• Automated Scheduling: Streamlines the scheduling process, reducing administrative effort.
• Compliance Assurance: Ensures adherence to labor laws and company policies.
• Real-Time Metric Visibility: Provides supervisors with up-to-date performance metrics.
• Omnichannel Support: Manages interactions across voice, chat, email, and social channels.
• Mobile Access: Offers mobile applications for agents and managers for on-the-go management.
• Customizable Templates: Supports flexible working arrangements with customizable shift templates and break rules.

Best For

Talkdesk workforce management is ideal for contact centers seeking an AI-driven solution that integrates forecasting, scheduling, and compliance into a unified platform.

Pricing

Talkdesk offers a range of plans to cater different business needs:

• CX Cloud Digital Essentials: $85 per user/month
• CX Cloud Voice Essentials: $105 per user/month
• CX Cloud Elite: $165 per user/month

For industry-specific solutions, pricing starts at $225 per user/month. Additional add-ons and premium services are available upon request.

Rating

Talkdesk Workforce Management holds a ⭐4/5 rating on Gartner Peer Insights

6. RingCentral AI WFM

RingCentral AI workforce management is an advanced workforce management solution integrated into the RingCX platform. It uses AI to enhance forecasting, scheduling, and real-time adherence monitoring, aiming to improve operational efficiency and agent performance. This solution is designed to streamline contact center operations, providing businesses with the tools to manage their workforce effectively in dynamic environments.

Key Features

• AI-Powered Forecasting & Scheduling: Utilizes machine learning to predict call volumes and optimize agent schedules.
• Automated Schedule Adjustments: Enables real-time intraday management with automated schedule adjustment plans.
• Real-Time Adherence Monitoring: Tracks agent performance against schedules, allowing for immediate adjustments.
• Mobile Agent Portal: Provides agents with tools for scheduling, shift swaps, and time-off requests via a mobile app.
• Comprehensive Analytics: Offers insights into agent performance, service levels, and operational efficiency.
• Omnichannel Support: Manages interactions across voice and digital channels, including web, social media, and messaging.
• Integration Capabilities: Seamlessly integrates with various CRM and contact center platforms.

Best For

RingCentral AI WFM is ideal for contact centers seeking an AI-driven solution that integrates forecasting, scheduling, and real-time adherence monitoring into a unified platform. It's particularly beneficial for organizations looking to enhance operational efficiency and improve agent performance across multiple channels.

Pricing

RingCentral AI WFM is available as an add-on to the RingCX platform, starting at $20 per agent per month.

Rating

RingCentral AI WFM holds a ⭐ 3.5/5 rating on the Ambition box platform.

7. Dialpad

Dialpad offers a comprehensive WFM solution designed to streamline contact center operations. It provides tools for intelligent scheduling, real-time performance tracking, and forecasting, all within a unified platform. Dialpad's WFM capabilities are built to enhance agent productivity and ensure optimal staffing levels, making it suitable for businesses of various sizes.

Key Features

• AI-Powered Forecasting & Scheduling: Utilizes machine learning to predict call volumes and optimize agent schedules.
• Real-Time Performance Monitoring: Offers dashboards displaying agent adherence, occupancy, and productivity metrics.
• Intraday Management: Allows for dynamic adjustments to schedules based on real-time demand.
• Integration Capabilities: Seamlessly integrates with various CRM and contact center platforms.
• Mobile Access: Provides mobile applications for agents and managers for on-the-go management.
• Customizable Reporting: Delivers insights into performance metrics, service levels, and operational efficiency.

Best For

Dialpad is ideal for contact centers seeking an AI-driven solution that integrates forecasting, scheduling, and real-time performance monitoring into a unified platform.

Pricing

Dialpad's pricing plans start at $15 per user per month for the Standard Plan. For more advanced features, higher-tier plans are available at additional costs. Specific pricing details can be found on their official pricing page.

Rating

Dialpad holds a ⭐4.5/5 rating on Gartner Peer Insights.

8. Five9 WFM

Five9 WFM is a cloud-based platform tailored to enhance agent productivity and operational efficiency in contact centers. It offers a suite of tools for forecasting, scheduling, adherence monitoring, and performance analytics, all integrated into a unified system. This enables businesses to align staffing levels with customer demand, ensuring optimal service delivery.

Key Features

• Advanced Forecasting & Scheduling: Utilizes multiple forecasting methods and agent preference models to create efficient schedules.
• Real-Time Adherence Monitoring: Tracks agent adherence to schedules, allowing for immediate adjustments.
• Shift Bidding & Time-Off Management: Empowers agents with options for shift bidding and requesting time off, promoting engagement.
• Comprehensive Analytics: Provides insights into agent performance, service levels, and operational efficiency.
• Multi-Skill Forecasting: Supports forecasting across various skills, ensuring the right agents are available for specific tasks.
• "What-If" Scenario Planning: Allows managers to simulate different scenarios to prepare for varying conditions.

Best For

Five9 WFM is ideal for mid-sized to large contact centers seeking a robust, cloud-based solution that integrates forecasting, scheduling, and performance analytics into a single platform.

Pricing

Five9's pricing starts at $119 per user per month for the Digital or Core plans. For more advanced features, higher-tier plans such as Premium, Optimum, or Ultimate are available at additional costs. Specific pricing details can be obtained by contacting Five9 directly.

Rating

Five9 holds a ⭐4.1/5 rating on the G2 platform.

9. Deputy

Deputy is among the best call center management platforms that has simplified scheduling, time tracking, and agent optimization. It is a platform that uses AI to automate all your tedious tasks. This includes scheduling and automating timesheets to help managers align staffing levels with the forecasted workload. For example, as a call center manager, you can easily align a timesheet for a team based on forecasted call volumes.

Key Features

• Automatically forecasts demand and creates optimal shift schedules
• Agents can manage shifts, swap schedules, and do more via the mobile app
• With real-time Shift Visibility, monitor who’s clocked in, late, or on break across locations
• Built-in labor law compliance, break management, and overtime rules to minimize errors

Best For

Deputy is best for call centers that are looking for a simple yet scalable workforce management platform. It is a platform that brings all the tools like scheduling, time tracking, and compliance management in one place.

Pricing

Deputy offers a range of pricing plans based on different requirements.

• Lite Plan: Everything one needs to get started with scheduling and time tracking
• Core Plan: Advanced tools that help with operations and boosting productivity
• Pro Plan: Gives complete control with powerful automation, insights, and support

Rating

Deputy is a trusted workforce management platform with ⭐ 4.6/5 ratings on G2.

10. Zendesk

Zendesk WFM (formerly Tymeshift) is a cloud-based workforce management solution tailored for customer service teams. It offers tools for intelligent scheduling, real-time performance monitoring, and advanced forecasting, all within a unified platform. Seamlessly integrated with Zendesk's suite of products, it enables businesses to enhance operational efficiency and improve service delivery.

Key Features

• AI-Powered Forecasting & Scheduling: Utilizes machine learning to predict ticket volumes and optimize agent schedules.
• Real-Time Performance Monitoring: Provides dashboards displaying agent adherence, occupancy, and productivity metrics.
• Intraday Management: Allows for dynamic adjustments to schedules based on real-time demand.
• Shift Bidding & Time-Off Management: Empowers agents with options for shift bidding and requesting time off, promoting engagement.
• Comprehensive Analytics: Delivers insights into performance metrics, service levels, and operational efficiency.
• Integration Capabilities: Seamlessly integrates with various CRM and contact center platforms.

Best For

Zendesk WFM is ideal for contact centers seeking an AI-driven solution that integrates forecasting, scheduling, and real-time performance monitoring into a unified platform.

Pricing

Zendesk WFM's pricing starts at $25 per agent per month. For more advanced features, higher-tier plans are available at additional costs. Specific pricing details can be obtained by contacting Zendesk directly.

Rating

Zendesk WFM holds a ⭐4.3/5 rating on the G2 platform.

How to Choose the Right Workforce Management Software

Picking the right workforce management software isn’t just about features, it’s about finding a solution that fits your team’s size, goals, and budget. Here’s what you should look for:

• Ease of Use: Choose software with an intuitive interface so managers and agents can adopt it quickly without endless training.
• Scalability: Ensure the tool can grow with your business, handling more agents, channels, and data as you expand.
• Real-Time Insights: Look for platforms that provide live dashboards, agent adherence tracking, and forecasting for smarter decisions.
• Integration: The best WFM tools seamlessly connect with your CRM, call center platform, and communication apps.
• Automation & AI: AI-driven scheduling and forecasting reduce manual work and help optimize agent productivity.
• Pricing Transparency: Check for clear, flexible pricing models to avoid hidden costs as your workforce scales.
• Support & Training: Reliable customer support, onboarding help, and resources can make or break your software experience.

👉 The right WFM tool should balance functionality, affordability, and flexibility, making your call center more efficient while improving both agent and customer experience.

Conclusion

Running a call center well isn’t just about handling calls, it’s about managing people, time, and performance the right way. That’s where Call Center Workforce Management software makes a real difference. It helps you forecast demand, schedule agents better, and track performance without the stress.

With the right call center workforce management software, you can cut costs, prevent agent burnout, and keep service levels high. The end result? A smooth-running call center where both your team and customers are happy.

Choose wisely, and you’ll build a call center that runs smoothly, keeps agents engaged, and delivers the customer experience your business deserves.