Best Contact Center Workforce Software for Small Business

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Products classified in the overall Contact Center Workforce category are similar in many regards and help companies of all sizes solve their business problems. However, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small Business Contact Center Workforce to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Small Business Contact Center Workforce category.

In addition to qualifying for inclusion in the Contact Center Workforce Software category, to qualify for inclusion in the Small Business Contact Center Workforce Software category, a product must have at least 10 reviews left by a reviewer from a small business.

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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19 Listings in Small Business Contact Center Workforce Available

(5,630)4.4 out of 5
Optimized for quick response
6th Easiest To Use in Contact Center Workforce software
View top Consulting Services for Salesforce Service Cloud
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Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Salesforce Service Cloud 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
    1,023
    Features
    881
    Case Management
    851
    Efficiency
    751
    Helpful
    514
    Cons
    Complexity
    475
    Learning Curve
    462
    Missing Features
    382
    Steep Learning Curve
    356
    Expensive
    348
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.6
    Has the product been a good partner in doing business?
    Average: 8.7
    8.1
    Automation
    Average: 8.0
    8.2
    Performance Analysis
    Average: 8.1
    7.5
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    582,445 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    78,342 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 38% Enterprise
Salesforce Service Cloud 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
1,023
Features
881
Case Management
851
Efficiency
751
Helpful
514
Cons
Complexity
475
Learning Curve
462
Missing Features
382
Steep Learning Curve
356
Expensive
348
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 8.7
8.1
Automation
Average: 8.0
8.2
Performance Analysis
Average: 8.1
7.5
Intraday Management
Average: 8.0
Seller Details
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
582,445 Twitter followers
LinkedIn® Page
www.linkedin.com
78,342 employees on LinkedIn®
(1,380)4.3 out of 5
Optimized for quick response
4th Easiest To Use in Contact Center Workforce software
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call qu

    Users
    • CEO
    • Account Executive
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 66% Small-Business
    • 30% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • CloudTalk 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
    313
    Helpful
    146
    Reliability
    144
    Calling Features
    134
    Customer Support
    133
    Cons
    Call Issues
    126
    Connection Issues
    64
    Call Management
    50
    Missing Features
    50
    Dialer Issues
    39
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • CloudTalk features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.7
    8.7
    Automation
    Average: 8.0
    8.8
    Performance Analysis
    Average: 8.1
    8.6
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    CloudTalk
    Company Website
    Year Founded
    2016
    HQ Location
    New York
    LinkedIn® Page
    www.linkedin.com
    178 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call qu

Users
  • CEO
  • Account Executive
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 66% Small-Business
  • 30% Mid-Market
CloudTalk 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
313
Helpful
146
Reliability
144
Calling Features
134
Customer Support
133
Cons
Call Issues
126
Connection Issues
64
Call Management
50
Missing Features
50
Dialer Issues
39
CloudTalk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.7
8.7
Automation
Average: 8.0
8.8
Performance Analysis
Average: 8.1
8.6
Intraday Management
Average: 8.0
Seller Details
Seller
CloudTalk
Company Website
Year Founded
2016
HQ Location
New York
LinkedIn® Page
www.linkedin.com
178 employees on LinkedIn®

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(2,193)4.3 out of 5
Optimized for quick response
5th Easiest To Use in Contact Center Workforce software
View top Consulting Services for JustCall
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Entry Level Price:$29.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    JustCall is the AI-powered business communication platform that helps businesses connect with prospects and customers across voice, SMS, email, and WhatsApp. JustCall helps win more deals and reduce c

    Users
    • CEO
    • Account Executive
    Industries
    • Computer Software
    • Financial Services
    Market Segment
    • 61% Small-Business
    • 32% 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.
    • JustCall is a communication software that offers features such as calling, texting, and AI transcription, and integrates with various CRM systems.
    • Reviewers like the user-friendly interface, the ability to switch between multiple numbers, the quality of calls, and the seamless integration with CRM systems, noting the usefulness of features like AI transcription, call recording, and analytics for improving workflow and communication.
    • Reviewers mentioned issues such as occasional delays in connecting calls or syncing with third-party apps, slow response times, lack of real-time support, and problems with the texting feature, including delayed notifications and difficulty in noticing incoming texts.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • JustCall 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
    1,322
    Features
    801
    Call Management
    655
    Helpful
    644
    Calling Features
    609
    Cons
    Call Issues
    728
    Call Functionality
    522
    Connection Issues
    407
    Poor Call Quality
    356
    Call Management
    326
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • JustCall features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.7
    7.8
    Automation
    Average: 8.0
    8.1
    Performance Analysis
    Average: 8.1
    7.9
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Saas Labs
    Company Website
    Year Founded
    2016
    HQ Location
    Palo Alto, California
    Twitter
    @saas_labs
    299 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    395 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

JustCall is the AI-powered business communication platform that helps businesses connect with prospects and customers across voice, SMS, email, and WhatsApp. JustCall helps win more deals and reduce c

Users
  • CEO
  • Account Executive
Industries
  • Computer Software
  • Financial Services
Market Segment
  • 61% Small-Business
  • 32% 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.
  • JustCall is a communication software that offers features such as calling, texting, and AI transcription, and integrates with various CRM systems.
  • Reviewers like the user-friendly interface, the ability to switch between multiple numbers, the quality of calls, and the seamless integration with CRM systems, noting the usefulness of features like AI transcription, call recording, and analytics for improving workflow and communication.
  • Reviewers mentioned issues such as occasional delays in connecting calls or syncing with third-party apps, slow response times, lack of real-time support, and problems with the texting feature, including delayed notifications and difficulty in noticing incoming texts.
JustCall 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
1,322
Features
801
Call Management
655
Helpful
644
Calling Features
609
Cons
Call Issues
728
Call Functionality
522
Connection Issues
407
Poor Call Quality
356
Call Management
326
JustCall features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.7
7.8
Automation
Average: 8.0
8.1
Performance Analysis
Average: 8.1
7.9
Intraday Management
Average: 8.0
Seller Details
Seller
Saas Labs
Company Website
Year Founded
2016
HQ Location
Palo Alto, California
Twitter
@saas_labs
299 Twitter followers
LinkedIn® Page
www.linkedin.com
395 employees on LinkedIn®
(2,418)4.4 out of 5
Optimized for quick response
2nd Easiest To Use in Contact Center Workforce software
View top Consulting Services for Talkdesk
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Entry Level Price:$85.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimiz

    Users
    • Quality Analyst
    • Customer Service Representative
    Industries
    • Consumer Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 21% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Talkdesk 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
    236
    Call Management
    139
    Helpful
    127
    Efficiency
    122
    Features
    108
    Cons
    Call Issues
    102
    Technical Issues
    65
    Missing Features
    58
    Notification Issues
    54
    Connection Issues
    51
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Talkdesk features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 8.7
    9.0
    Automation
    Average: 8.0
    9.1
    Performance Analysis
    Average: 8.1
    9.0
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Talkdesk
    Company Website
    Year Founded
    2011
    HQ Location
    Palo Alto, CA
    Twitter
    @talkdesk
    7,031 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,284 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimiz

Users
  • Quality Analyst
  • Customer Service Representative
Industries
  • Consumer Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 21% Enterprise
Talkdesk 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
236
Call Management
139
Helpful
127
Efficiency
122
Features
108
Cons
Call Issues
102
Technical Issues
65
Missing Features
58
Notification Issues
54
Connection Issues
51
Talkdesk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.7
9.0
Automation
Average: 8.0
9.1
Performance Analysis
Average: 8.1
9.0
Intraday Management
Average: 8.0
Seller Details
Seller
Talkdesk
Company Website
Year Founded
2011
HQ Location
Palo Alto, CA
Twitter
@talkdesk
7,031 Twitter followers
LinkedIn® Page
www.linkedin.com
1,284 employees on LinkedIn®
(509)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
    • Digital Advisor
    Industries
    • Marketing and Advertising
    • Consumer Services
    Market Segment
    • 41% Enterprise
    • 32% 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 is a unified customer service platform that integrates multiple features for managing customer interactions, social media accounts, and providing AI chat services.
    • Users like the platform's ability to integrate several platforms into one, manage multiple social media accounts simultaneously, and its robust reporting and customizable dashboards.
    • Users mentioned issues with the platform's high cost, occasional slow response from support, and the complexity of the platform which can be overwhelming for new users.
  • 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
    194
    Features
    138
    Helpful
    102
    Efficiency
    88
    Customer Support
    62
    Cons
    Missing Features
    63
    Limited Features
    49
    Slow Loading
    44
    Software Bugs
    44
    Bugs
    41
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Sprinklr Service features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.7
    7.8
    Automation
    Average: 8.0
    8.5
    Performance Analysis
    Average: 8.1
    8.2
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Sprinklr
    Company Website
    Year Founded
    2009
    HQ Location
    New York
    Twitter
    @Sprinklr
    38,583 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    4,476 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
  • Digital Advisor
Industries
  • Marketing and Advertising
  • Consumer Services
Market Segment
  • 41% Enterprise
  • 32% 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 is a unified customer service platform that integrates multiple features for managing customer interactions, social media accounts, and providing AI chat services.
  • Users like the platform's ability to integrate several platforms into one, manage multiple social media accounts simultaneously, and its robust reporting and customizable dashboards.
  • Users mentioned issues with the platform's high cost, occasional slow response from support, and the complexity of the platform which can be overwhelming for new users.
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
194
Features
138
Helpful
102
Efficiency
88
Customer Support
62
Cons
Missing Features
63
Limited Features
49
Slow Loading
44
Software Bugs
44
Bugs
41
Sprinklr Service features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.7
7.8
Automation
Average: 8.0
8.5
Performance Analysis
Average: 8.1
8.2
Intraday Management
Average: 8.0
Seller Details
Seller
Sprinklr
Company Website
Year Founded
2009
HQ Location
New York
Twitter
@Sprinklr
38,583 Twitter followers
LinkedIn® Page
www.linkedin.com
4,476 employees on LinkedIn®
(524)4.1 out of 5
Optimized for quick response
15th Easiest To Use in Contact Center Workforce software
View top Consulting Services for Five9 Intelligent Cloud Contact Center Platform
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  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves

    Users
    • Customer Service Representative
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 57% Mid-Market
    • 24% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Five9 Intelligent Cloud Contact Center 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
    71
    Customer Support
    67
    Helpful
    56
    Features
    51
    Easy Integrations
    40
    Cons
    Call Issues
    28
    Poor Customer Support
    22
    Missing Features
    21
    Complexity
    17
    Difficult Setup
    17
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 8.7
    8.1
    Automation
    Average: 8.0
    8.2
    Performance Analysis
    Average: 8.1
    8.4
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Five9
    Company Website
    Year Founded
    2001
    HQ Location
    San Ramon, CA
    Twitter
    @Five9
    14,786 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,942 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves

Users
  • Customer Service Representative
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 57% Mid-Market
  • 24% Small-Business
Five9 Intelligent Cloud Contact Center 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
71
Customer Support
67
Helpful
56
Features
51
Easy Integrations
40
Cons
Call Issues
28
Poor Customer Support
22
Missing Features
21
Complexity
17
Difficult Setup
17
Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 8.7
8.1
Automation
Average: 8.0
8.2
Performance Analysis
Average: 8.1
8.4
Intraday Management
Average: 8.0
Seller Details
Seller
Five9
Company Website
Year Founded
2001
HQ Location
San Ramon, CA
Twitter
@Five9
14,786 Twitter followers
LinkedIn® Page
www.linkedin.com
2,942 employees on LinkedIn®
  • 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
    • 53% 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
    Features
    1
    Features Variety
    1
    Flexibility
    1
    Innovation
    1
    Knowledge Base
    1
    Cons
    This product has not yet received any negative sentiments.
  • 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: 8.0
    7.3
    Performance Analysis
    Average: 8.1
    8.7
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Avaya
    Year Founded
    2000
    HQ Location
    Durham, North Carolina
    Twitter
    @Avaya
    37,274 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    12,576 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
  • 53% 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
Features
1
Features Variety
1
Flexibility
1
Innovation
1
Knowledge Base
1
Cons
This product has not yet received any negative sentiments.
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: 8.0
7.3
Performance Analysis
Average: 8.1
8.7
Intraday Management
Average: 8.0
Seller Details
Seller
Avaya
Year Founded
2000
HQ Location
Durham, North Carolina
Twitter
@Avaya
37,274 Twitter followers
LinkedIn® Page
www.linkedin.com
12,576 employees on LinkedIn®
Ownership
NYSE: AVYA
(211)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 complete, reliable and secure solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platfor

    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
    14
    Customer Support
    12
    Helpful
    11
    Efficiency
    8
    Analytics
    5
    Cons
    Complexity
    5
    Learning Curve
    4
    Missing Features
    4
    Poor Customer Support
    4
    Software Improvements
    4
  • 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
    7.0
    Automation
    Average: 8.0
    7.3
    Performance Analysis
    Average: 8.1
    6.4
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    1987
    HQ Location
    San Jose, CA
    Twitter
    @8x8
    11,132 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,791 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

8x8 Contact Center is a complete, reliable and secure solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platfor

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
14
Customer Support
12
Helpful
11
Efficiency
8
Analytics
5
Cons
Complexity
5
Learning Curve
4
Missing Features
4
Poor Customer Support
4
Software Improvements
4
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
7.0
Automation
Average: 8.0
7.3
Performance Analysis
Average: 8.1
6.4
Intraday Management
Average: 8.0
Seller Details
Company Website
Year Founded
1987
HQ Location
San Jose, CA
Twitter
@8x8
11,132 Twitter followers
LinkedIn® Page
www.linkedin.com
2,791 employees on LinkedIn®
(1,718)4.3 out of 5
Optimized for quick response
10th Easiest To Use in Contact Center Workforce software
View top Consulting Services for NICE CXone Mpower
Save to My Lists
Entry Level Price:Starting at $71.00
  • 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
    • Customer Service Representative
    • Supervisor
    Industries
    • Consumer Services
    • Information Technology and Services
    Market Segment
    • 52% Mid-Market
    • 34% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • NICE CXone Mpower 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
    43
    Efficiency
    30
    Features
    27
    Helpful
    27
    User Interface
    16
    Cons
    Call Issues
    15
    Poor Customer Support
    11
    Technical Issues
    11
    Delays
    10
    Integration Issues
    10
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • NICE CXone Mpower features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 8.7
    8.9
    Automation
    Average: 8.0
    9.2
    Performance Analysis
    Average: 8.1
    9.0
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    NICE
    Company Website
    Year Founded
    1986
    HQ Location
    Hoboken, New Jersey
    Twitter
    @NICELtd
    14,522 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    12,563 employees on LinkedIn®
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
  • Customer Service Representative
  • Supervisor
Industries
  • Consumer Services
  • Information Technology and Services
Market Segment
  • 52% Mid-Market
  • 34% Enterprise
NICE CXone Mpower 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
43
Efficiency
30
Features
27
Helpful
27
User Interface
16
Cons
Call Issues
15
Poor Customer Support
11
Technical Issues
11
Delays
10
Integration Issues
10
NICE CXone Mpower features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.7
8.9
Automation
Average: 8.0
9.2
Performance Analysis
Average: 8.1
9.0
Intraday Management
Average: 8.0
Seller Details
Seller
NICE
Company Website
Year Founded
1986
HQ Location
Hoboken, New Jersey
Twitter
@NICELtd
14,522 Twitter followers
LinkedIn® Page
www.linkedin.com
12,563 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    RingCentral Contact Center offers an omnichannel customer engagement solution with voice and 30+ digital channels, advanced AI options for self-service such as bots, proactive outreach tools, and Inte

    Users
    No information available
    Industries
    • Computer Software
    • Telecommunications
    Market Segment
    • 49% Small-Business
    • 38% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • RingCentral 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
    13
    Features
    9
    Customer Support
    7
    Reliability
    7
    User Interface
    7
    Cons
    Call Issues
    9
    Call Functionality
    6
    Missing Features
    6
    Call Quality Issues
    5
    Missed Calls
    4
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • RingCentral Contact Center features and usability ratings that predict user satisfaction
    8.0
    Has the product been a good partner in doing business?
    Average: 8.7
    8.2
    Automation
    Average: 8.0
    8.7
    Performance Analysis
    Average: 8.1
    8.0
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    1999
    HQ Location
    Belmont, CA
    Twitter
    @RingCentral
    62,773 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    6,338 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

RingCentral Contact Center offers an omnichannel customer engagement solution with voice and 30+ digital channels, advanced AI options for self-service such as bots, proactive outreach tools, and Inte

Users
No information available
Industries
  • Computer Software
  • Telecommunications
Market Segment
  • 49% Small-Business
  • 38% Mid-Market
RingCentral 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
13
Features
9
Customer Support
7
Reliability
7
User Interface
7
Cons
Call Issues
9
Call Functionality
6
Missing Features
6
Call Quality Issues
5
Missed Calls
4
RingCentral Contact Center features and usability ratings that predict user satisfaction
8.0
Has the product been a good partner in doing business?
Average: 8.7
8.2
Automation
Average: 8.0
8.7
Performance Analysis
Average: 8.1
8.0
Intraday Management
Average: 8.0
Seller Details
Company Website
Year Founded
1999
HQ Location
Belmont, CA
Twitter
@RingCentral
62,773 Twitter followers
LinkedIn® Page
www.linkedin.com
6,338 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Aspect Cloud Workforce, now enhanced with Aspect Workforce Experience, is a unified workforce management solution designed to engage organizations of all sizes in effective workforce management. This

    Users
    • Customer Service Representative
    Industries
    • Financial Services
    • Telecommunications
    Market Segment
    • 68% Enterprise
    • 26% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Aspect Workforce 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
    Agent Management
    4
    Efficiency
    3
    Communication Efficiency
    2
    Customer Support
    2
    Cons
    Customization Difficulty
    2
    Limited Customization
    2
    Integration Issues
    1
    Learning Curve
    1
    Steep Learning Curve
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Aspect Workforce features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 8.7
    7.8
    Automation
    Average: 8.0
    7.9
    Performance Analysis
    Average: 8.1
    8.6
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    1973
    HQ Location
    Westford, MA
    LinkedIn® Page
    www.linkedin.com
    909 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Aspect Cloud Workforce, now enhanced with Aspect Workforce Experience, is a unified workforce management solution designed to engage organizations of all sizes in effective workforce management. This

Users
  • Customer Service Representative
Industries
  • Financial Services
  • Telecommunications
Market Segment
  • 68% Enterprise
  • 26% Mid-Market
Aspect Workforce 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
Agent Management
4
Efficiency
3
Communication Efficiency
2
Customer Support
2
Cons
Customization Difficulty
2
Limited Customization
2
Integration Issues
1
Learning Curve
1
Steep Learning Curve
1
Aspect Workforce features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.7
7.8
Automation
Average: 8.0
7.9
Performance Analysis
Average: 8.1
8.6
Intraday Management
Average: 8.0
Seller Details
Company Website
Year Founded
1973
HQ Location
Westford, MA
LinkedIn® Page
www.linkedin.com
909 employees on LinkedIn®
(126)4.7 out of 5
3rd 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.

    Playvox by NICE Workforce Management (WFM) uses AI for efficient capacity planning, forecasting, scheduling, and intraday planning, accessible via the cloud. It provides real-time visibility into staf

    Users
    • Customer Service Representative
    Industries
    • Consumer Services
    • Retail
    Market Segment
    • 50% Mid-Market
    • 32% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Playvox 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
    68
    Scheduling
    46
    Scheduling Ease
    41
    Tracking Performance
    22
    Efficiency
    21
    Cons
    Scheduling Issues
    14
    Missing Features
    10
    Limited Features
    7
    Slow Loading
    6
    Slow Performance
    6
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Playvox WFM features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 8.7
    9.6
    Automation
    Average: 8.0
    9.8
    Performance Analysis
    Average: 8.1
    9.7
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Playvox
    Year Founded
    2012
    HQ Location
    Sunnyvale, CA
    Twitter
    @PlayVoxCX
    1,710 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    68 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Playvox by NICE Workforce Management (WFM) uses AI for efficient capacity planning, forecasting, scheduling, and intraday planning, accessible via the cloud. It provides real-time visibility into staf

Users
  • Customer Service Representative
Industries
  • Consumer Services
  • Retail
Market Segment
  • 50% Mid-Market
  • 32% Enterprise
Playvox 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
68
Scheduling
46
Scheduling Ease
41
Tracking Performance
22
Efficiency
21
Cons
Scheduling Issues
14
Missing Features
10
Limited Features
7
Slow Loading
6
Slow Performance
6
Playvox WFM features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 8.7
9.6
Automation
Average: 8.0
9.8
Performance Analysis
Average: 8.1
9.7
Intraday Management
Average: 8.0
Seller Details
Seller
Playvox
Year Founded
2012
HQ Location
Sunnyvale, CA
Twitter
@PlayVoxCX
1,710 Twitter followers
LinkedIn® Page
www.linkedin.com
68 employees on LinkedIn®
(324)4.5 out of 5
Optimized for quick response
1st Easiest To Use in Contact Center Workforce software
View top Consulting Services for Calabrio ONE
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach.

    Users
    • Workforce Analyst
    • Risk Investigator
    Industries
    • Consumer Services
    • Hospital & Health Care
    Market Segment
    • 53% Mid-Market
    • 41% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Calabrio ONE 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
    85
    Scheduling
    53
    Helpful
    39
    Easy Access
    29
    Features
    28
    Cons
    Missing Features
    27
    Scheduling Issues
    17
    Inaccurate Data Analysis
    12
    Slow Loading
    11
    Limitations
    9
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Calabrio ONE features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.7
    8.7
    Automation
    Average: 8.0
    8.9
    Performance Analysis
    Average: 8.1
    8.9
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Calabrio
    Company Website
    Year Founded
    2007
    HQ Location
    Minneapolis, MN
    Twitter
    @Calabrio
    2,270 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    558 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach.

Users
  • Workforce Analyst
  • Risk Investigator
Industries
  • Consumer Services
  • Hospital & Health Care
Market Segment
  • 53% Mid-Market
  • 41% Enterprise
Calabrio ONE 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
85
Scheduling
53
Helpful
39
Easy Access
29
Features
28
Cons
Missing Features
27
Scheduling Issues
17
Inaccurate Data Analysis
12
Slow Loading
11
Limitations
9
Calabrio ONE features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.7
8.7
Automation
Average: 8.0
8.9
Performance Analysis
Average: 8.1
8.9
Intraday Management
Average: 8.0
Seller Details
Seller
Calabrio
Company Website
Year Founded
2007
HQ Location
Minneapolis, MN
Twitter
@Calabrio
2,270 Twitter followers
LinkedIn® Page
www.linkedin.com
558 employees on LinkedIn®
  • 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
    43
    Integrations
    27
    Features
    26
    Customer Support
    25
    Easy Integrations
    23
    Cons
    Learning Curve
    20
    Training Deficiency
    13
    Training Required
    13
    Time-Consuming
    11
    Difficult Learning
    10
  • 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: 8.0
    8.7
    Performance Analysis
    Average: 8.1
    8.9
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    1984
    HQ Location
    Markham
    Twitter
    @EnghouseInterac
    2,478 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,290 employees on LinkedIn®
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
43
Integrations
27
Features
26
Customer Support
25
Easy Integrations
23
Cons
Learning Curve
20
Training Deficiency
13
Training Required
13
Time-Consuming
11
Difficult Learning
10
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: 8.0
8.7
Performance Analysis
Average: 8.1
8.9
Intraday Management
Average: 8.0
Seller Details
Company Website
Year Founded
1984
HQ Location
Markham
Twitter
@EnghouseInterac
2,478 Twitter followers
LinkedIn® Page
www.linkedin.com
1,290 employees on LinkedIn®
Entry Level Price:$25.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Squaretalk is a powerful contact center solution that transforms how modern teams connect with prospects and customers, convert sales opportunities, and grow their operations. The combination of voice

    Users
    No information available
    Industries
    • Marketing and Advertising
    • Information Technology and Services
    Market Segment
    • 66% Small-Business
    • 33% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Squaretalk 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
    Call Quality
    15
    Efficiency
    15
    Features
    13
    Reliability
    13
    Cons
    Learning Curve
    4
    Delays
    3
    Missing Features
    3
    Complex Features
    2
    Connection Issues
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Squaretalk features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 8.7
    10.0
    Automation
    Average: 8.0
    8.6
    Performance Analysis
    Average: 8.1
    8.8
    Intraday Management
    Average: 8.0
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    2019
    HQ Location
    Jerusalem
    Twitter
    @SquareTalk
    31 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    64 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Squaretalk is a powerful contact center solution that transforms how modern teams connect with prospects and customers, convert sales opportunities, and grow their operations. The combination of voice

Users
No information available
Industries
  • Marketing and Advertising
  • Information Technology and Services
Market Segment
  • 66% Small-Business
  • 33% Mid-Market
Squaretalk 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
Call Quality
15
Efficiency
15
Features
13
Reliability
13
Cons
Learning Curve
4
Delays
3
Missing Features
3
Complex Features
2
Connection Issues
2
Squaretalk features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 8.7
10.0
Automation
Average: 8.0
8.6
Performance Analysis
Average: 8.1
8.8
Intraday Management
Average: 8.0
Seller Details
Year Founded
2019
HQ Location
Jerusalem
Twitter
@SquareTalk
31 Twitter followers
LinkedIn® Page
www.linkedin.com
64 employees on LinkedIn®