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Workforce Optimization Software


In today's highly competitive market, providing exceptional customer service is critical to an organization's success. Our award-winning workforce optimization (WFO) suite enables organizations to optimize operational efficiency while maximizing the customer experience. The suite delivers next-generation workforce management, call recording, quality management, desktop recording, speech analytics and performance management capabilities.

Scalable Workforce Optimization Software


Our goal is to provide workforce optimization solutions that deliver immediate value across a variety of industries, implementation requirements and customer environments. We also understand that organizational goals change and priorities shift.

Whether you're a small, medium, or enterprise organization, our flexible and modular workforce optimization solution easily scales to your expectations, helping bridge the gap between the needs of today and the goals of tomorrow. With the cloud, you can forget about costly hardware and software maintenance and upgrade costs.

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inContact Workforce Optimization Benefits


Flexibility is key to providing a feature-rich contact center software solution. inContact Workforce Optimization lets your organization identify unique operational strengths while defining any opportunities for improvement, allowing you to quickly impact the bottom line.

Benefits include:

  • Easy to use interface.
  • Scalability — chain together multiple servers for a distributed enterprise solution.
  • A single installation that can blend analog, digital and IP handsets.
  • A single server installation that can record up to 150 devices (including voice and desktop recording).
  • Compatibility with most PBX platforms.
  • Unlimited playback licenses.

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call center software

Create Optimal Schedules for Your Contact Center


Our workforce optimization technology saves time spent manually scheduling staff by automatically creating agent schedules that account for work preferences, skill levels, and forecasted call volumes. Our workforce optimization solutions also give you the ability to produce optimal shift schedules based on the demand of your customers and time of year. In addition, the software platform allows staff to manage their own schedules without impacting service levels.

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workforce optimization

What is Workforce Optimization Software?


inContact Workforce Optimization software is a suite of tools that enable contact center managers to track important key performance indicators (KPIs), optimize workforce scheduling, and evaluate agent performance. Features of workforce optimization include: call recording, desktop recording, workforce management, quality management, performance management,and customer satisfaction surveys.

To learn more about inContact Workforce Optimization, check out our video.

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