Best Workforce Engagement Management Solutions

What is Workforce Engagement Management?

Workforce Engagement Management solutions help organizations manage employee performance and satisfaction effectively. These tools provide analytics and insights to improve productivity, streamline operations, and enhance customer experiences.

To learn more, read our Workforce Engagement Management Buyer's Guide (Updated: October 2024).

The top 5 Workforce Engagement Management solutions are Genesys Cloud CX, Five9, Genesys PureConnect, NICE CXone and Aspect Workforce Optimization, as ranked by PeerSpot users in October 2024. Genesys PureConnect received the highest rating of 9.0 among the leaders. Genesys Cloud CX is the most popular solution in terms of searches by peers and holds the largest mind share of 30.1%.

Designed to optimize employee engagement and productivity, Workforce Engagement Management solutions offer a range of features geared towards monitoring and improving workforce performance. These systems facilitate the collection and analysis of data regarding employee interactions and workloads, making it easier to identify areas for improvement and implement necessary changes. Advanced analytics ensure organizations can maintain high levels of employee engagement, directly influencing service quality and customer satisfaction.

What are critical features of Workforce Engagement Management solutions?

Performance Management: Tracks and measures employee performance through metrics and KPIs.
Analytics and Reporting: Provides insights into workforce trends and operational efficiency.
Scheduling and Forecasting: Helps optimize staffing levels based on demand projections.
Quality Monitoring: Evaluates employee interactions to maintain service standards.
Training and Development: Offers tools for continuous learning and skill enhancement.

What benefits or ROI should organizations look for in Workforce Engagement Management solutions?

Increased Productivity: By streamlining workflows and identifying performance bottlenecks.
Enhanced Employee Satisfaction: Through better engagement and recognition of achievements.
Improved Customer Experience: Resulting from more effective and engaged employees.
Operational Efficiency: By optimizing resource allocation and scheduling.
Data-Driven Decision Making: Utilizing comprehensive analytics for strategic planning.

In industries like retail, healthcare, and customer service, Workforce Engagement Management solutions are implemented to handle high customer interaction volumes efficiently. For example, contact centers benefit greatly from quality monitoring and analytics features that help improve agent performance and service delivery.

Workforce Engagement Management solutions prove helpful for organizations by driving employee satisfaction and productivity, leading to better overall performance and satisfied customers.

Buyer's Guide

Workforce Engagement Management

October 2024

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Helped 816,406 peers since 2012

Workforce Engagement Management solutions mindshare

As of November 2024, in the Workforce Engagement Management category, the mindshare of NICE CXone is 10.7%, up from 8.9% compared to the previous year. The mindshare of Genesys PureConnect is 15.4%, down from 18.1% compared to the previous year. The mindshare of Genesys Cloud CX is 30.1%, up from 29.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management

Top Workforce Engagement Management products

Rankings through

#1 Ranked

Genesys Cloud CX

Genesys Cloud CX is a call center solution for customer service and contact centers. Its primary use case includes building IVR systems, transitioning from old platforms, and integrating with CRMs. The most valuable features are its expanded capabilities in digital channels, simple setup, good integration, and omnichannel experience. It saves time, is easy to learn, and offers easier troubleshooting compared to on-premise solutions. Genesys Cloud CX is a comprehensive and superior solution in the CCaaS market.

8.8

Rating

Reviews

892

Words/ Review

5,056

Total Views

1,420

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Leader

Five9

Overall, Five9's user reviews indicate a positive experience with the product. Five9 provides a feature-rich cloud contact center platform to optimize customer engagement. Key capabilities include omnichannel routing, IVR and self-service applications, workforce optimization tools, APIs/integrations, and flexible deployment options.

8.5

Rating

Reviews

1,210

Words/ Review

1,768

Total Views

282

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Buyer's Guide

Workforce Engagement Management

October 2024

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Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: October 2024.

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816,406 professionals have used our research since 2012.

Genesys PureConnect

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

9.0

Rating

Review

192

Words/ Review

1,064

Total Views

766

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NICE CXone

NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

8.0

Rating

Reviews

533

Words/ Review

2,096

Total Views

493

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Aspect Workforce Optimization

Aspect is one of 32 Microsoft partners in the United States designated as a National System Integrator. While Aspect is not a stand-alone customer relationship management (CRM) software tool, it designed to help maximize Microsoft Dynamics and a variety of other Microsoft programs for companies of all sizes. Aspect builds customer relationships through a combination of contact management, workforce optimization, Microsoft unified communications, and collaboration platform solutions. With this tool, users can access and track all customer interactions and automate sales, marketing, and customer support processes. Clients have the ability to choose between an on-premise, Aspect-hosted, or Microsoft-hosted deployment option. Aspect seamlessly integrates with other key business applications including sharepoint.This CRM solution brings people, processes, and technologies together to improve overall business productivity. The Alberici Group is one of the largest construction contractors in the United States, and it needed a single system to effectively manage its accounts, sales opportunities, and contracts. Aspect was able to help it develop and roll out a customized Microsoft Dynamics solution to track and manage accounts, contacts, associated sales opportunities, and customer histories. This allowed multiple divisions to use a single source of information, save an estimated 5,000 hours a year in manpower by eliminating double entry, and implement higher levels of transparency and collaboration throughout the organization.

484

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440

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Verint Open CCaaS

In today's ever-changing business landscape, organizations are grappling with the need to adapt to the digital transformation while simultaneously improving customer experiences without incurring excessive labor costs. Traditional telephony-based Contact Center as a Service (CCaaS) solutions have struggled to keep pace with these changes, often lacking the functional maturity required to meet customer demands.

542

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435

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816,406 professionals have used our research since 2012.

Calabrio ONE

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer.

Reviews

481

Total Views

356

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NICE Workforce Optimization

NICE Workforce Optimization empowers your employees with tools that provide insight into their performance and make them stakeholders in the organization's success. It Shows them how they can directly impact the company's performance and their career path, as well as influence their schedule and other contact center processes. NICE WFO is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. Adaptive WFO technology is an integral part of the solution suite which uses analytics-based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations, and motivational incentives, at an individual agent level.

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277

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Avaya Workforce Engagement

Electronic case record containing demographic, eligibility, clinical, and service data for each client.

167

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139

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OpenText Qfiniti

OpenText Qfiniti is a unified, centrally managed suite of call center software and workforce optimization solutions for multichannel interaction analysis, with real-time agent support and call center performance management capabilities.

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ZOOM Eleveo WFM

Eleveo WFM is about delivering a powerful, intuitive solution less focused on features than on the creation of an ideal user experience with positive results. Eleveo WFM aims to reduce the stress and complexity commercial and mid-market customer face when using or evaluating traditional WFM solutions.

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Enlighten AI

Enlighten AI makes the entire contact center smarter. Turn customer service into a powerful competitive differentiator with a suite of innovative CX solutions, purpose-built on the industry's only comprehensive AI and Machine Learning framework for customer engagement.

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Transfr

Transfr’s mission is to train the future of every industry and open up exciting new opportunities for talent across the globe and at home.We train people for well-paying careers available now in high-demand fields, enabling learners to find job security and upward mobility, facilitated by immersive, hands-on VR training.

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Embark by Hermis

Embark: Supercharge Employee Onboarding. Elevate your new hire orientation experience with integrated Agenda builder, Ice breakers, Speed Networking, Cohort Management, Engagement Analytics and more!

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WalkMe Employee Productivity

WalkMe's Digital Adoption Platform increases employee productivity by encouraging employees to learn and engage with onscreen guidance, while tracking system usage and offering insights on how to improve user adoption. Implementing WalkMe helped us greatly increase productivity in the sales team.

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WalkMe Employee Productivity vs ZOOM Eleveo WFM

AssistEdge Engage

AI is changing customer experience in unimaginable ways. Advanced capabilities powered by automation and AI will make contact centers agile and intelligent, opening a window of opportunity for contact centers to influence topline. From automated interactions to automated agent guidance, the possibilities are endless.

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TimeTrex

Track employee time, easily, accurately and from anywhere. Schedule employees and track available vacation / sick time accruals. Handle employee skills / qualifications and process payroll with just a few clicks. Allocate time to jobs / tasks and track employee expenses while in the field.

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Intellicus Flow

The new age WFM solution that brings the best of AutoML, AI and Cloud technologies to forecasting, planning and optimizing workforces.

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Workforce Engagement Management

With more than 30 years of experience, Softworks is one of the top providers of Workforce Management Software. Our mission is to provide cutting-edge technology, a measurable return on investment and exceptional customer service.Our powerful workforce management systems address just about any workforce challenge across all major industries. By offering a complete solution for all your workforce needs, we aim to simplify, automate, and streamline the process of managing your workforce.

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OnviForce Workforce Optimization

OnviCenter is a consolidated infrastructure powering a unified, comprehensive suite of software and products; delivering advanced Workforce Optimization, Workflow Automation and Workforce Management; unified functionality for contact centers and back office operations.

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ShopWorks

We specialise in workforce management software that delivers real benefits and allows you to effectively optimise your workforce to meet your demand. Our wide range of features such as time and attendance, scheduling, employee portal and analytics have been built to improve staff management, business efficiencies and reduce overall staffing costs.

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Zorus Engagement

Monitor active tabs, idle time, and toggling between browser windows and desktop apps. Store up to 6 months of monitoring data for auditing purposes and legal compliance. Works across all modern web browsers and desktop applications, including Microsoft Edge. Track back to events like malware injections, using the timeline interface in the Zorus Portal.

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Numans

Your entire onboarding process now lives in one place, and it’s simpler than ever. Track, manage and get visibility into your new hire’s onboarding journey. Collect the details you need while keeping your brand designers happy. Send high quality welcome kits & order new devices, or reassign existing ones.Organize everything - from signed documents to emergency contact information - in an accessible way.

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ClickLearn

ClickLearn is a knowledge capturing tool, that will turn any task in your business system into a full set of learning materials and live on-screen assistants.

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ezLaborManager

Automatic Data Processing, Inc. (ADP®) is one of the largest providers of business outsourcing solutions to employers and vehicle dealerships around the world. We bring 60 years of unrivaled industry experience to the marketplace.We serve over 585,000 organizations in over 50 countries, including more than 400,000 small business clients and nearly 27,000 vehicle dealerships. Over 80 percent of the FORTUNE 500 companies and over 90 percent of the FORTUNE 100 use at least one of ADP’s services.

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Jacada WorkSpace

With workspace.com you can create a traceability matrix with the touch of a button, quickly verify the fulfillment of requirements, catalog stakeholder feedback, publish documentation, convert requirements to test cases, manage change requests and much more. Workspace.com is available online and on-premise. A free version is available. Signup today.

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Profit.co

Profit.co an all-inclusive ResultsManagement Platform can help you.

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Recognize

Recognize is an employee engagement platform dedicated to providing a flexible, easy-to-use, and integrated solution to companies. This includes employee recognition, company values, robust reward options, as well as surveys, automatic anniversaries, and more.

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LEAD

Elevate Team Dynamics with data-Driven Engagement, Productivity, and RetentionDiscover the solution cherished by executives, HR leaders, managers, and employees alike.

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Erudit

In one unique platform, see real-time insights and analysis on how teams are doing. Track over 35 culture indicators without having to survey.

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Legion WFM

Legion WFM is an advanced workforce management platform designed to streamline workforce operations. It caters to industries with scheduling complexities, offering tools to enhance workforce efficiency, reduce operational costs, and improve overall employee experience.

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Evolve IP Unified Contact Center

Demand for cloud contact centers continues to rise and organizations are demanding more sophisticated solutions from service providers. Historically, Contact Center as a Service (CCaaS) solutions were designed to be delivered over the existing PBX. This empowered contact center leadership to embrace CCaaS due to its quick delivery and its ability to offer advanced features without the necessity of a massive IT project or capital expenditure.In this “Overlay” delivery model, customers retain their PBX (onpremises or otherwise) and “lay” a CCaaS solution “over” top of that PBX. Operating in this Overlay scenario became common in the marketplace but customers no longer want the pitfalls and gotchas inherent to the CCaaS overlay delivery model.

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Homebase

Homebase Employee Scheduling Software offers the following features:

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QuoDeck

Create gamified platforms to engage and train your workforceBusiness success depends on the performance of your last-mile sales and service teams. Let our cutting-edge technology and gamified content help you make them sharper and more motivated

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ActivTrack

ActivTrak collects and normalizes user activity data providing visibility, analytics and context. Get the real story behind HOW your employees work and what hinders their productivity so you can streamline and optimize business tools, processes and teams.

Review

296

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PerformYard

PerformYard is a performance management solution designed to streamline employee evaluations, goal tracking, and feedback processes. It helps organizations enhance performance reviews, improve goal alignment, and foster continuous feedback culture, enabling more effective and engaging performance management.

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ChangeEngine

ChangeEngine is a versatile tool designed to facilitate change management and process improvement. It provides structured solutions to efficiently manage and streamline operations across organizations seeking effective change strategies.

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Kwant

Kwant is a comprehensive tracking platform designed for industries requiring precise project management and efficiency. It offers advanced functionalities tailored to meet the demands of data-driven environments.

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