Workforce optimization software is a bundle, and the bundle is priced as one thing. For a large contact centre that is efficient; for a smaller one it means paying for quality monitoring and speech analytics to get forecasting and scheduling. This page lists what is in the bundle, which parts smaller teams actually use, and how to avoid paying for the rest.
What is in the bundle
Forecasting and scheduling, adherence monitoring, quality monitoring and call recording, performance management, and increasingly speech and interaction analytics. Five products with one price, and the price is usually set by the two you would have bought anyway.
What smaller teams use
Forecasting, the requirement and scheduling. Adherence sometimes. Quality monitoring is often already covered by the telephony platform, and analytics on a small interaction volume produces findings nobody can act on because the sample will not support them.
How to avoid paying for the rest
Ask for the modules separately and watch the reaction, because it tells you how the vendor is organised. Then price the alternative honestly: a scheduling product plus a planning record is frequently a fraction of the suite and covers what the team uses.
The part worth keeping whatever you buy
The requirement and its assumptions. Whichever product produces the roster, somebody has to be able to say how many people the forecast needed and why, six months after the argument. That is the record half and it is the cheapest thing here.
Questions people ask about workforce optimization software
Is workforce optimization the same as workforce management?
Management is the forecast-to-schedule cycle. Optimization is that plus quality, performance and analytics. The words are used loosely by everyone including vendors.
What should it cost?
The category prices per seat with a platform minimum and quotes on a call. Knowing your seat count first is the only leverage available.
What does Orgplanly cover?
The requirement and the plan record. Not scheduling, not adherence, not quality monitoring, and it says so.