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Workforce Optimization (WFO) Logo

Workforce management & optimization for contact centers

Table of Contents

Workforce Optimization (WFO) - 2025 Pricing, Features, Reviews & Alternatives

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.

Benefits of using Workforce Optimization (WFO)

  • Workforce Optimization (WFO)'s built-in data import feature integrates with all major ACD /Contact Center Infrastructure and CRM systems so that users can monitor agent adherence and call history in real-time.

  • Workforce Optimization (WFO) agent adherence feature monitors & records the real-time actions & statuses of workforce so that users can ensure schedules and KPIs are being followed.

  • Uses scorecards, real-time alerts, agent analytics, dashboards, reports and Monet Metrics - a set of pre-defined KPIs - to measure all areas of call center performance.

  • Ensure quality across users service operations through speech analytics and desktop activity analytics - a set of monitoring tools to gain insight into customer interactions & internal processes.

  • Workforce Optimization (WFO) offers advanced staff scheduling tools such as exception planning for one-off days off or training sessions, as well as intra-day management to schedule breaks, lunch and anything else.
  • Starting from

    ic-pricetag

    No pricing info

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    Workforce Optimization (WFO)'s key features

    Most critical features, based on insights from Workforce Optimization (WFO) users:

    Data Import/Export
    Performance Metrics
    Employee Scheduling
    Labor Forecasting
    Call Recording

    All Workforce Optimization (WFO) features

    Features rating:

    Automated Routing
    Automatic Call Distribution
    Budgeting/Forecasting
    Call Center Management
    Call Monitoring
    Computer Telephony Integration
    For Call Centers
    Interaction Tracking
    Monitoring
    On-Demand Recording
    Performance Management
    Reporting/Analytics

    Workforce Optimization (WFO) alternatives

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    Workforce Optimization (WFO) integrations (2)

    Workforce Optimization (WFO) support options

    Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    Email/Help Desk
    Knowledge Base
    FAQs/Forum
    Phone Support

    Training options

    In Person
    Live Online
    Webinars
    Documentation
    Videos

    Workforce Optimization (WFO) reviews

    Overall rating

    4.4

    /5

    18

    Positive reviews

    83

    %

    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8.06/10
    Rating distribution

    5

    4

    3

    2

    1

    13

    2

    1

    1

    1

    Pros
    This is a great solution for Avaya as Avaya recommends them and has worked with them on so many engagements.
    Software is super easy to use and has some of the best functionality in the WFM Software industry. Forecasting is top notch within the Monet System.
    In addition, Monet has an excellent support team that is always ready to help. Any issues I have usually end up getting resolved the same day.
    Cons
    I listen to prerecorded calls on this system and many calls have missing parts of the call or there are two calls overlapping. Those calls have to be abandoned instead of being able to audit them.
    I would say the inability to tie into our payroll system.
    I often hear that agents have trouble maneuvering the website on their mobile devices, but ultimately are able to do what's necessary.

    Workforce Optimization (WFO) FAQs

    Q. Who are the typical users of Workforce Optimization (WFO)?

    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

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