Best call center workforce management software in 2025 with AI scheduling, real-time monitoring, performance analytics, and tools to streamline operations.
Author: Sujith Grandhi
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.
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.
Workforce management (WFM) software helps call centers run smoothly by combining automation, analytics, and scheduling tools. Here are the some of the core benefits:
With around 80% of call centers now leveraging AI-based technologies, workforce management software can enhance agent productivity and customer interactions.
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:
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.
Qoli is more than just workforce management, it’s a complete call center control hub. Here’s what makes it stand out:
Bottom line: Qoli combines call monitoring, workforce management, and performance analytics into one platform, giving managers full control and insights without juggling multiple tools.
Qoli is perfect for call centers and businesses that need more than just basic scheduling. It’s best for:
Qoli offers affordable and flexible plans designed to scale with your business:
Trusted by businesses worldwide, Qoli has a ⭐ 4.8/5 rating, making it a top choice for reliable call center and workforce management.
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.
NICE is ideal for large call centers and enterprises needing robust, scalable, and analytics-driven workforce management.
NICE workforce management holds a ⭐3.9/5 rating according to Gartner platform.
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.
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.
Verint offers custom pricing based on organization size and feature requirements, making it suitable for large enterprises and contact centers.
Verint workforce management holds a ⭐ 4.2/5 rating on Gartner Peer Insights, praised for its scalability and comprehensive features.
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.
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.
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.
Calabrio ONE holds a ⭐4.5/5 rating on Gartner Peer Insights
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.
Talkdesk workforce management is ideal for contact centers seeking an AI-driven solution that integrates forecasting, scheduling, and compliance into a unified platform.
Talkdesk offers a range of plans to cater different business needs:
For industry-specific solutions, pricing starts at $225 per user/month. Additional add-ons and premium services are available upon request.
Talkdesk Workforce Management holds a ⭐4/5 rating on Gartner Peer Insights
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.
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.
RingCentral AI WFM is available as an add-on to the RingCX platform, starting at $20 per agent per month.
RingCentral AI WFM holds a ⭐ 3.5/5 rating on the Ambition box platform.
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.
Dialpad is ideal for contact centers seeking an AI-driven solution that integrates forecasting, scheduling, and real-time performance monitoring into a unified platform.
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.
Dialpad holds a ⭐4.5/5 rating on Gartner Peer Insights.
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.
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.
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.
Five9 holds a ⭐4.1/5 rating on the G2 platform.
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.
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.
Deputy offers a range of pricing plans based on different requirements.
Deputy is a trusted workforce management platform with ⭐ 4.6/5 ratings on G2.
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.
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.
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.
Zendesk WFM holds a ⭐4.3/5 rating on the G2 platform.
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:
👉 The right WFM tool should balance functionality, affordability, and flexibility, making your call center more efficient while improving both agent and customer experience.
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.
