Best On-Premise Workforce Optimization (WFO) Software of 2024

Genesys PureConnect customer service application. Flexible, all-in one CX application that will meet your needs. Customer service demands change all the time. Customers want to be able to communicate with their representatives in the most convenient way for them. Good service is essential for today's customer. Flexible and reliable contact center technology is essential to give customers the experience they desire. Genesys PureConnect™, the only true, all in one omnichannel contact centre and communications solution, is recognized as a leader in both on-premises and cloud markets. To ensure maximum reliability, flexibility, and control, you will get the most comprehensive set of capabilities. Unifying communications across your company reduces complexity and simplifies administration. It also reduces total cost of ownership. All this while not disrupting existing systems.

Calabrio ONE gives your complete set of tools to unlock the immense value in customer interaction data. Use it to transform your business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed how you choose--in the cloud, on-premises, or in a hybrid environment. All customer interactions across all channels can be captured. Predictive and predictive insights can be extracted. Enhance customer experience, increase employee engagement, and improve operational efficiency. Next, implement customer-centric strategies throughout the business to increase sales, drive innovation, and propel your business forward. Every interaction should be captured. Hear every voice. Record every call, every time. Calabrio ONE seamlessly integrates with the best-of-breed channels systems. A central command center is created for your contact center.

Vantage Point, Pipkins' top enterprise workforce management product (EWM), features comprehensive scheduling, forecasting and planning functionality for enterprise-wide, multi-site, contact centre workforce management (WFM), and performance management. Pipkins understands that every contact is important to us. Vantage Point handles all contact that comes into organizations. This includes calls, chats, text messages, e-mails, and back office work items. Pipkins uses our state-of the-art algorithms, which were developed by Dr. James Pipkins. Vantage Point is the most accurate forecasting software on the market. This allows companies to solve complex operational problems in today's multi-faceted, multi-channel workforce management environment. Vantage Point provides organizations with a proven WFM solution that can automate processes and reduce costs.

OpenText™, Qfiniti, is a centrally managed suite that provides workforce optimization solutions for multichannel interaction analysis. It offers real-time agent support as well as call center performance management capabilities. Qfiniti automatically provides relevant, accessible, and actionable customer intelligence that allows organizations to better understand customer interactions. This will allow them to deliver exceptional service around the world. Qfiniti can be deployed on-premises and on the cloud and integrates with all contact center telephony systems as well as CcaaS vendors such Amazon Connect, Twilio and RingCentral. Provides coaching opportunities by offering performance assessment capabilities. It allows users to create and modify evaluations online using easy-to-use scoring features and navigation. It uses unique agent rankings, skills and seniority to support scheduling. It also allows users to forecast staffing needs and accurately schedule single or multi-skilled employees.

Kova is a company that focuses on making every customer interaction a positive one. Our software solutions can reduce your contact center's average handle time, provide vital speech analytics and customer sentiment reports, as well as collect valuable customer data that will help improve future interactions. With our software solutions, you can manage your call center employees using real-world training and insightful scheduling. We understand how costly it can be to acquire new customers. So keeping your existing customers happy is key to success. Kova recording solutions are a high-performance platform that allows multimedia recording, evaluation, and archive of calls. Your team has easy access to screen and audio recordings, quality assurance scoring, speech analysis, and other information. This will allow you to make sure your customers are happy. To capture information across multiple channels of contact, it uses context-sensitive, dynamic customer survey technology.

TelStrat WFO offers world-class workforce optimization functionality through an easy-to use interface. Engaging and managing your team well is key to optimizing your largest investment and exceeding your customers' expectations. The solution is a workforce optimization program, supported by the right software. Serenova provides that solution via both cloud and on-premise WFO software. To meet service levels, schedule skilled agents quickly and accurately. Use wizard tools to forecast future requirements and predict them. Agents can enter their schedule preferences and view their performance via the My Time web portal and mobile app. Gamification features can improve agent motivation and performance.