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Workforce Optimization (WFO)
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Workforce management & optimization for contact centers
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Workforce Optimization (WFO) - 2026 Pricing, Features, Reviews & Alternatives
All user reviews are verified by in-house moderators and provider data by our software research team. Learn more
Last updated: November 2025
Workforce Optimization (WFO) overview
What is Workforce Optimization (WFO)?
Workforce Optimization (WFO) is a cloud-based workforce optimization software that enables call centers to manage staff scheduling, performance and quality monitoring, and business reporting. The application offers an extensive series of features to suit busy call centers with high staff levels, offering visibility over all operations.
Workforce Optimization (WFO) integrates with existing ACD and PBX phone systems, pulling in historical data in order to forecast future call volume, agent requirements, and average call handle time. This data can be used in combination with the advanced scheduling tools to create staff schedules that match work rules, skills, holidays, breaks, budget and service levels.
Workforce Optimization (WFO)'s real-time adherence feature shows an on-screen live display of all call center and agent activity, such as who is on a call and who is available. This lets users evaluate how planned agent activity, forecasted call volumes, handle times and other KPIs match actual activity. Reports, dashboards, KPIs, and alerts give further visibility into call center activity.
In addition to overseeing all business activity, Workforce Optimization (WFO) helps to evaluate individual agent performance through features such as call recording, screen capture, and speech and desktop analytics. Call quality scorecards can be created in order to share feedback with agents, plan for coaching, identify training needs and set goals.
Key benefits of using Workforce Optimization (WFO)
Starting price
Alternatives
with better value for money
Workforce Optimization (WFO)’s user interface
Workforce Optimization (WFO) reviews
Overall rating
4.4
/5
19
Positive reviews
84
%
- Value for money
- Ease of use
- Features
- Customer support
- Likelihood to recommend8.05/10
5
4
3
2
1
13
3
1
1
1
Bernard G.
Cloud Consultant
Brandyn N.
Operations Manager
Steven J.
Call Center Analyst
Paula G.
quality analyst
Mark H.
Workforce Manager at Compassion International
Steven J.
Call Center Analyst
Who uses Workforce Optimization (WFO)?
Based on 19 verified user reviews.
Company size
Enterprises
Small Businesses
Midsize Businesses
Top industries
Use cases
- Not enough reviewsWorkforce Optimization (WFO)'s key features
Most critical features, based on insights from Workforce Optimization (WFO) users:
All Workforce Optimization (WFO) features
Features rating:
Workforce Optimization (WFO) alternatives
Workforce Optimization (WFO)
Starting from
No pricing info
Bitrix24
Starting from
61
Per month
When I Work
Starting from
2.50
Per month
Asana
Starting from
10.99
Per month
Workforce Optimization (WFO) integrations (2)
Top integrations
Workforce Optimization (WFO) support options
Typical customers
Platforms supported
Support options
Training options
Workforce Optimization (WFO) FAQs
Workforce Optimization (WFO) has the following typical customers:
Large Enterprises, Mid Size Business, Small Business
These products have better value for money
Q. What languages does Workforce Optimization (WFO) support?
Workforce Optimization (WFO) supports the following languages:
English
Q. Does Workforce Optimization (WFO) offer an API?
No, Workforce Optimization (WFO) does not have an API available.
Q. What level of support does Workforce Optimization (WFO) offer?
Workforce Optimization (WFO) offers the following support options:
Email/Help Desk, Knowledge Base, FAQs/Forum, Phone Support
