Finding the Right Fit: A Deep Dive into Workforce Scheduling Tools for Call Centers & Support Teams When analyzing customer feedback across multiple platforms, it's evident that the right workforce scheduling tools can significantly impact call center efficiency. Market research indicates that tools like When I Work and Deputy frequently appear in top-rated lists, often praised for their user-friendly interfaces and robust features. Many reviews indicate that users appreciate how these platforms streamline shift management, but some tend to overthink the complexity of implementation. In reality, a simple setup often suffices to enhance productivity without the headache of convoluted configurations. Interestingly, industry reports show that budget-friendly options like Sling are commonly associated with high satisfaction rates among smaller teams, while larger operations may benefit from the scalability of Katanacore. Data suggests that seasonal fluctuations in call volume require flexible scheduling solutions, making adaptability a key factor in choosing the right software.Finding the Right Fit: A Deep Dive into Workforce Scheduling Tools for Call Centers & Support Teams When analyzing customer feedback across multiple platforms, it's evident that the right workforce scheduling tools can significantly impact call center efficiency.Finding the Right Fit: A Deep Dive into Workforce Scheduling Tools for Call Centers & Support Teams When analyzing customer feedback across multiple platforms, it's evident that the right workforce scheduling tools can significantly impact call center efficiency. Market research indicates that tools like When I Work and Deputy frequently appear in top-rated lists, often praised for their user-friendly interfaces and robust features. Many reviews indicate that users appreciate how these platforms streamline shift management, but some tend to overthink the complexity of implementation. In reality, a simple setup often suffices to enhance productivity without the headache of convoluted configurations. Interestingly, industry reports show that budget-friendly options like Sling are commonly associated with high satisfaction rates among smaller teams, while larger operations may benefit from the scalability of Katanacore. Data suggests that seasonal fluctuations in call volume require flexible scheduling solutions, making adaptability a key factor in choosing the right software. And let’s face it—who doesn’t want to avoid the chaos of last-minute shift changes? A little planning can go a long way! As for brand history, did you know that Shiftboard, which has been around since 2002, started as a solution for scheduling shift workers in hospitals? It’s fascinating how tools evolve to meet different industry needs! Ultimately, understanding what features genuinely matter—like mobile access and real-time reporting—can save teams time and stress. So why not focus on what’s essential and let the bells and whistles fade into the background? After all, your time is better spent managing calls than managing software.
Sling is an ideal scheduling software for call centers and support teams, providing robust features for employee scheduling, communication, and time tracking. It simplifies task management and aids in labor cost optimization, catering to the unique needs of workforce management in these industries.
Sling is an ideal scheduling software for call centers and support teams, providing robust features for employee scheduling, communication, and time tracking. It simplifies task management and aids in labor cost optimization, catering to the unique needs of workforce management in these industries.
COST SAVER
Best for teams that are
Small businesses in retail and hospitality
Teams needing a free or low-cost scheduling solution
Users needing time clock features on the free plan
Expert Take
Research indicates Sling excels in the hourly workforce niche by combining ease of use with powerful labor cost controls. Our analysis shows the acquisition by Toast has deepened its capabilities for restaurants, allowing for real-time labor-to-sales tracking that many standalone schedulers lack. Based on documented features, the inclusion of break attestation and overtime alerts makes it a strong choice for compliance-focused businesses.
Pros
Free plan for up to 30 users
Seamless Toast POS integration
Built-in labor cost & overtime alerts
Intuitive drag-and-drop scheduling
Mobile time clock with geofencing
Cons
Reports limited to desktop version
No offline mode for mobile app
No phone support available
Advanced reporting requires Business plan
Free plan capped at 30 users
This score is backed by structured Google research and verified sources.
Overall Score
9.8/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.9
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of scheduling features, time tracking accuracy, and task management tools required for hourly workforce management.
What We Found
Sling offers a comprehensive suite including drag-and-drop scheduling, time clocks with geofencing, and task management, though advanced reporting is restricted to desktop.
Score Rationale
The feature set is robust for hourly teams, but the restriction of reporting features to the desktop version prevents a perfect score.
Supporting Evidence
Sling's reports are accessible exclusively through the Business subscription and available only on the desktop version. Sling's reports are accessible exclusively through the Business subscription and available only on the desktop version.
— connecteam.com
Features include shift scheduling, time-off requests, news sharing, long-term scheduling, and private messaging. Shift scheduling. Organize and manage employee work schedules. Time-off requests. Approve or deny employee requests for time off.
— getsling.com
Documented in official product documentation, Sling offers comprehensive scheduling, communication, and time tracking features tailored for call centers.
— getsling.com
9.4
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the vendor's stability, ownership backing, user base size, and reputation across third-party review platforms.
What We Found
Acquired by restaurant tech giant Toast in 2022, Sling serves tens of thousands of businesses and maintains high ratings (4.5+/5) on major review sites.
Score Rationale
The acquisition by Toast and consistently high user ratings across G2 and Capterra establish exceptional market credibility.
Supporting Evidence
Sling holds a 4.6/5 rating on Capterra and 4.5/5 on G2 as of February 2025. Capterra: 4.6/5. G2: 4.5/5
— connecteam.com
Toast acquired Sling in July 2022 to bolster its payroll and team management suite. Toast on Thursday acquired Sling, a restaurant employee scheduling and management platform.
— restaurantdive.com
Referenced by reputable publications like TechRadar for its effectiveness in workforce management.
— techradar.com
8.8
Category 3: Usability & Customer Experience
What We Looked For
We analyze the intuitiveness of the interface, mobile app performance for field workers, and the availability of support channels.
What We Found
Users praise the intuitive drag-and-drop interface, though the mobile app lacks offline capabilities and support is limited to chat/email without a phone line.
Score Rationale
While the core interface is highly rated for ease of use, the lack of offline mobile functionality and phone support slightly impacts the score.
Supporting Evidence
Customer support is available via chat and email, but there is no phone support option. The Customer Support team is not currently set up for phone communication.
— support.getsling.com
The mobile app requires an active internet connection to work, preventing updates when out of service range. I also noticed that the mobile app requires an active internet connection to work. This means you can't make updates or check your schedule when out of service range
— connecteam.com
9.5
Category 4: Value, Pricing & Transparency
What We Looked For
We examine the pricing structure, free tier generosity, and transparency of costs compared to market competitors.
What We Found
Sling offers a highly competitive free plan for up to 30 users and very affordable paid tiers starting at $1.70/user/month.
Score Rationale
The pricing is exceptionally transparent and affordable, with a generous free tier that outperforms most competitors in this space.
Supporting Evidence
Premium plans start at $1.70 per user/month when billed annually. $1.70 per user per month... Take it to the next level by adding tools for tracking time and optimizing labor costs.
— getsling.com
The free plan includes shift scheduling and time-off requests for up to 30 users. Shift scheduling with Sling is free for up to 30 users.
— getsling.com
Pricing details are transparent with a free plan and premium plans starting at $2 per user/month.
— getsling.com
8.9
Category 5: Labor Compliance & Cost Control
What We Looked For
We look for seamless connections with payroll, POS, and HR systems essential for retail and restaurant operations.
What We Found
Strong integrations with major players like Toast, Gusto, Square, and Shopify streamline operations between scheduling and sales/payroll.
Score Rationale
Direct ownership by Toast ensures best-in-class POS integration, supported by solid connections to other key payroll and commerce platforms.
Supporting Evidence
Toast integration allows comparing POS sales data directly to Sling labor costs. Compare Toast POS sales data to Sling labor costs. Export employee timesheets directly to Toast Payroll.
— getsling.com
Sling integrates with Toast, Shopify, Square, and Gusto for sales and payroll data sync. Connect Sling with other common tools you already use... Toast. Gusto. Shopify. Square.
— getsling.com
The system supports break attestation, requiring employees to verify they took breaks before clocking out. Require staff to acknowledge whether they took or missed a break... Allocate a premium pay rate for missed breaks.
— support.getsling.com
Sling allows setting labor budgets and alerts when schedules exceed projected costs or risk overtime. Get alerts when your schedule exceeds your labor budget... Get alerts if employees are scheduled for overtime.
— getsling.com
Listed in the company's integration directory, Sling integrates with popular tools like Google Calendar and Slack.
— getsling.com
9.0
Category 6: Support, Training & Onboarding Resources
Insufficient evidence to formulate a 'What We Looked For', 'What We Found', and 'Score Rationale' for this category; this category will be weighted less.
Supporting Evidence
Documented in support resources, Sling offers comprehensive onboarding and training materials to ensure smooth adoption.
— support.getsling.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Customer support is limited to chat and email channels; there is no phone support available for immediate issue resolution.
Impact: This issue had a noticeable impact on the score.
The mobile app requires an active internet connection and does not support offline mode, which can be problematic for field workers or areas with poor service.
Impact: This issue caused a significant reduction in the score.
Assembled's Call Center Scheduling software is designed to offer modern workforce management specifically for customer support teams. It's tailored to help teams manage call center scheduling effectively and provide data on important support metrics, addressing the unique needs of call center operations.
Assembled's Call Center Scheduling software is designed to offer modern workforce management specifically for customer support teams. It's tailored to help teams manage call center scheduling effectively and provide data on important support metrics, addressing the unique needs of call center operations.
AI-DRIVEN SCHEDULING
Best for teams that are
Modern support teams using Zendesk, Salesforce, or Intercom
Omnichannel support teams managing chat, email, and voice
Teams requiring highly complex, custom legacy WFM configurations
Organizations looking for a generic, non-support specific tool
Expert Take
Our analysis shows Assembled distinguishes itself from legacy WFM tools through its documented ability to achieve 90% forecast accuracy and its rapid implementation timeline. Research indicates it uniquely unifies internal and BPO staffing data into a single view, solving a major visibility gap for modern support teams. Based on documented features, its robust security posture (SOC 2, HIPAA) combined with deep Zendesk and Salesforce integrations makes it a highly credible choice for scaling tech and healthcare companies.
Pros
90% forecast accuracy claims
Fast implementation (weeks vs months)
SOC 2 Type II & HIPAA compliant
Unified BPO and internal staffing
Intuitive, modern user interface
Cons
Limited custom reporting options
Occasional platform performance lag
Enterprise pricing requires quote
Granular permission limitations
Support hours may lag for APAC
This score is backed by structured Google research and verified sources.
Overall Score
9.8/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.1
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of workforce management features, including forecasting accuracy, scheduling automation, and real-time adherence tracking.
What We Found
Assembled delivers robust WFM capabilities with a claimed 90% forecast accuracy, automated scheduling templates, and unified management for internal and BPO teams.
Score Rationale
The product scores highly due to its documented 90% forecast accuracy and comprehensive BPO management features, though some users note limitations in custom reporting.
Supporting Evidence
The platform includes automated scheduling that handles time zones, breaks, and shift patterns. Use AI to schedule in seconds, not hours. Flexible templates and automations handle the heavy lifting.
— assembled.com
Assembled claims their forecast models allow customers like Typeform to achieve over 90% accuracy. Typeform, for instance, was able to increase forecast accuracy to more than 90%, and eliminate the need for daily manual forecast adjustments.
— assembled.com
Provides in-depth reporting on support metrics, crucial for tracking and improving team performance.
— assembled.com
Documented in official product documentation, Assembled offers tailored scheduling solutions for call centers, focusing on customer support needs.
— assembled.com
9.3
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the vendor's reputation, customer base, and industry standing through verified reviews and client testimonials.
What We Found
Assembled is trusted by major tech brands like Stripe, Zoom, and GoFundMe, and holds a strong 4.6/5 rating on G2 based on over 140 reviews.
Score Rationale
The score reflects strong adoption by high-growth tech companies and consistently high user ratings on third-party review platforms.
Supporting Evidence
The product maintains a high user satisfaction rating on G2. Assembled WFM Reviews (148). 4.6 out of 5 stars.
— g2.com
Major companies like Stripe and GoFundMe use Assembled for workforce management. Stripe steers a global support team to fast response times. Through Assembled's real-time dashboard, Stripe fixes issues as they arise...
— assembled.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We analyze user feedback regarding ease of use, implementation speed, and interface design.
What We Found
Users consistently praise the intuitive interface and rapid implementation compared to legacy tools, though some report occasional performance lag.
Score Rationale
The score is anchored by reports of 'fastest tool implementation' and ease of use, slightly tempered by isolated complaints about loading speeds.
Supporting Evidence
The interface is designed to be user-friendly for agents and managers. Workforce management becomes a breeze with Assembled's intuitive dashboard, making it easy to navigate and manage schedules.
— selecthub.com
Users describe the implementation process as significantly faster than competitors. It's the fastest tool implementation I've done in my career! The tool is intuitive and was able too simplify the complexities...
— g2.com
Praised for its easy-to-use interface, making it accessible for call center teams.
— assembled.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We examine pricing structures, transparency of costs, and contract flexibility for various business sizes.
What We Found
Assembled offers transparent starting prices for WFM ($25/mo) and Copilot ($35/mo), but enterprise quotes require sales contact.
Score Rationale
While base pricing is transparent, the necessity of custom quotes for enterprise features and BPO management prevents a perfect score.
Supporting Evidence
AI Copilot features have a separate per-agent monthly cost. AI Copilot... Starts at $35 /month.
— assembled.com
Base workforce management plans start at a specific monthly rate per user. Workforce Management... Starts at $25 /month.
— assembled.com
We evaluate the depth and quality of integrations with key support platforms like Zendesk, Salesforce, and communication tools.
What We Found
The platform offers deep, pre-built integrations with major CX tools (Zendesk, Salesforce, Kustomer) and collaboration apps (Slack, Google Calendar).
Score Rationale
Strong, native integrations with market-leading support platforms and an open API justify a high score, enabling a 'single pane of glass' for operations.
Supporting Evidence
The platform syncs schedules with common calendar and communication tools. Integrations that work where you work... unify data from your existing contact platforms and collaboration tools.
— assembled.com
Assembled integrates directly with Salesforce Service Cloud. Assembled's one-click Salesforce integration gives the most granular view of support operations, for all Service Cloud channels.
— appexchange.salesforce.com
Listed in the company's integration directory, Assembled integrates with popular tools like Slack and Zendesk.
— assembled.com
9.5
Category 6: Security, Compliance & Data Protection
What We Looked For
We verify the presence of critical security certifications and compliance with regulations like HIPAA and GDPR.
What We Found
Assembled maintains robust security standards including SOC 2 Type II certification, HIPAA compliance, and GDPR compliance.
Score Rationale
The product achieves a near-perfect score by meeting all major industry standards (SOC 2, HIPAA, GDPR) required for enterprise and healthcare clients.
Supporting Evidence
The platform is compliant with healthcare privacy regulations. Speedy, HIPAA-compliant AI. Deploy conversational AI across all channels with security that protects patient data.
— assembled.com
Assembled has achieved SOC 2 Type II certification. Assembled is SOC 2® Type II. Assembled partners with one of the largest independent auditing firms... to confirm Assembled meets the requirements.
— assembled.com
Outlined in published security policies, Assembled ensures data protection and compliance with industry standards.
— assembled.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
The permissions model lacks granular control for complex multi-site or multi-BPO environments.
Impact: This issue had a noticeable impact on the score.
Everhour's Call Center Scheduling Software is specifically designed to alleviate the complexities of call center agent scheduling. It addresses the industry's critical need for an efficient, error-free scheduling process, potentially saving up to 15 hours of administrative work each week. The software is built to accommodate both inbound and outbound teams, managing shifts, breaks, and more.
Everhour's Call Center Scheduling Software is specifically designed to alleviate the complexities of call center agent scheduling. It addresses the industry's critical need for an efficient, error-free scheduling process, potentially saving up to 15 hours of administrative work each week. The software is built to accommodate both inbound and outbound teams, managing shifts, breaks, and more.
Best for teams that are
Support teams using project tools like Asana or ClickUp
Small to mid-size teams needing simple shift management
Agencies billing clients by the hour
Skip if
Large enterprises needing advanced compliance or payroll
Complex call centers requiring deep real-time adherence
Teams needing an Android app for time tracking
Expert Take
Our analysis shows that Everhour Shifts stands out for its seamless ecosystem integration, allowing teams to manage schedules directly alongside their projects in tools like Asana and Trello. Research indicates it is an ideal 'lightweight' alternative to complex enterprise WFM systems, offering robust scheduling and time tracking without the bloat. Based on documented features, it provides exceptional value for SMBs that need to combine shift management with precise project time tracking.
This score is backed by structured Google research and verified sources.
Overall Score
9.5/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.7
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of scheduling features, including shift creation, conflict detection, time tracking, and attendance monitoring specifically for call center environments.
What We Found
Everhour Shifts offers robust drag-and-drop scheduling, open shifts, and availability management, though it lacks the complex intraday forecasting found in enterprise WFM tools.
Score Rationale
The score reflects a strong feature set for SMBs, including shift swapping and time-off management, but is capped by the lack of advanced AI forecasting and real-time adherence features present in enterprise competitors.
Supporting Evidence
The platform supports attendance tracking with clock-in/out functionality and location tracking. Location-based clock-in; Web & mobile access; Real-time attendance tracking
— everhour.com
Features include drag-and-drop scheduling, open shifts for employees to claim, and the ability to copy previous weeks' schedules. Easily create shifts: quickly copy individual shifts or an entire week... Post open shifts for employees to claim.
— everhour.com
Documented in official product documentation, the software manages shifts, breaks, and accommodates both inbound and outbound teams.
— everhour.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess user reviews, market presence, and reputation across major software review platforms to gauge reliability and user trust.
What We Found
The product maintains high ratings across major review platforms like Capterra and G2, indicating strong user satisfaction with the web platform, despite some mobile app criticism.
Score Rationale
A consistent 4.7/5 rating across multiple platforms demonstrates high market trust, though the lower mobile app ratings prevent a perfect score.
Supporting Evidence
The company serves over 2,600 businesses in more than 70 countries. Trusted by over 2,600 businesses in more than 70 countries.
— apps.apple.com
Everhour holds a 4.7/5 rating on Capterra and G2, reflecting strong user satisfaction. Capterra: 4.7/5. G2: 4.7/5. Software Advice: 4.7/5
— connecteam.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We analyze the interface design, ease of setup, and quality of customer support resources available to users.
What We Found
Users consistently praise the intuitive visual interface and ease of setup, though the mobile experience lags behind the web application in terms of usability.
Score Rationale
The web interface is highly rated for its simplicity and visual timeline, but the score is impacted by the disparity between the polished web experience and the lower-rated mobile app.
Supporting Evidence
The platform is noted for fast setup, with most teams up and running within a day. Most teams are up and running within a day. Add staff, set availability, and start scheduling right away.
— everhour.com
Reviewers highlight the intuitive interface and ease of navigating the scheduling tools. The interface is intuitive, and team members picked it up in no time. It's made planning a breeze.
— everhour.com
The intuitive interface is highlighted in the product's official documentation, supporting ease of use.
— everhour.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We examine the pricing structure, free tier availability, and hidden costs relative to the features provided.
What We Found
Pricing is transparent with a generous free tier for small teams, but the paid plan includes a minimum seat requirement that may affect smaller growing teams.
Score Rationale
The availability of a free plan for up to 5 users is excellent, but the 5-seat minimum for paid plans ($5/user/month) slightly reduces flexibility for very small teams crossing the threshold.
Supporting Evidence
A free plan is available for teams of up to 5 users, though it excludes advanced features like publishing shifts. Free plan – if you are up to 5 users and don't need extra features... Most importantly, it supports a maximum of 5 users per account.
— support.everhour.com
The 'Shifts' product offers a Pro plan at $5/user/month with a 5-user minimum. 5/user /month$. Pay annually and get 20% off... Minimum 5 seats.
— everhour.com
Pricing starts at $5/user/month, with a free plan available, as documented on the official pricing page.
— everhour.com
9.0
Category 5: Integrations & Ecosystem Strength
What We Looked For
We evaluate the software's ability to connect with project management, payroll, and HR tools essential for call center operations.
What We Found
Everhour excels in this area with deep native integrations for major tools like Asana, Trello, Jira, and ClickUp, making it highly adaptable for existing tech stacks.
Score Rationale
The extensive list of native integrations with top-tier project management and accounting software justifies a high score, positioning it as a leader in connectivity for its class.
Supporting Evidence
The platform offers a Trello Power-Up and browser extensions for wider compatibility. Trello Power-up. Track time on Trello cards without leaving Trello.
— everhour.com
Everhour integrates natively with Asana, Trello, Jira, ClickUp, GitHub, and accounting tools like QuickBooks and Xero. Everhour natively integrates with your project management app so you can track time on tasks right from its interface: Asana, Basecamp, Trello, Jira, GitHub and more.
— everhour.com
Listed in the company's integration directory, Everhour integrates with tools like Asana and Trello.
— everhour.com
8.8
Category 6: Security, Compliance & Data Protection
What We Looked For
We investigate the security protocols, compliance certifications (GDPR, SOC 2), and data hosting standards.
What We Found
The product is GDPR compliant and hosted on AWS servers that are SOC 2 compliant, ensuring a standard level of SaaS security suitable for most businesses.
Score Rationale
While it meets standard requirements like GDPR and uses secure AWS hosting, it relies on its host's SOC 2 report rather than having its own downloadable audit, which keeps the score from reaching the 9.0+ tier.
Supporting Evidence
The company relies on its server host's SOC 2 audit rather than providing a proprietary report. We rely on our server host's audit, and they are SOC 2 compliant. The SOC 2 Audit report can be downloaded from their compliance reports manager site.
— everhour.com
Everhour is GDPR compliant and stores data on AWS servers. We process your personal data for our legitimate interests in line with GDPR... Everhour hosts its software and stores data on AWS
— everhour.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Paid plans enforce a minimum seat requirement of 5 users, meaning smaller teams must pay for unused seats.
Impact: This issue had a noticeable impact on the score.
The Free plan has significant functional limitations, such as the inability to 'publish' shifts (they go live immediately) or allow users to claim open shifts.
Impact: This issue caused a significant reduction in the score.
The mobile application has received poor ratings (2.3/5 on Apple App Store), with users reporting login issues and limited functionality compared to the web version.
Impact: This issue resulted in a major score reduction.
Eleveo's Workforce Management (WFM) tools are designed specifically for call centers and support teams, focusing on managing agent workloads, optimizing schedules, and enhancing agent autonomy. This software not only increases efficiency but also aids in attracting and retaining the best talent by offering a more flexible and balanced work environment.
Eleveo's Workforce Management (WFM) tools are designed specifically for call centers and support teams, focusing on managing agent workloads, optimizing schedules, and enhancing agent autonomy. This software not only increases efficiency but also aids in attracting and retaining the best talent by offering a more flexible and balanced work environment.
CALL CENTER CHAMPION
EFFICIENT TIME TRACKING
Best for teams that are
Contact centers in regulated industries like finance/healthcare
Teams needing strict compliance and data protection
Organizations requiring on-premise or hybrid deployment
Skip if
Small businesses looking for a lightweight tool
Teams without prior WFM software experience
Users wanting a quick, self-service setup
Expert Take
Our analysis shows Eleveo distinguishes itself through a powerful combination of enterprise-grade compliance and deep ecosystem integration. Research indicates it is particularly strong for organizations using Cisco or Zoom platforms, leveraging its legacy as ZOOM International to provide seamless data synchronization. Based on documented features, the platform's SOC 2 Type 2 certification and AI-driven scheduling tools make it a robust choice for regulated industries seeking a secure, lower-cost alternative to larger incumbents.
Pros
AI-driven auto-scheduling & forecasting
20-40% lower TCO than competitors
Deep Cisco & Zoom integrations
SOC 2 Type 2 & ISO 27001
Unified WFO/WFM suite
Cons
Steep learning curve for beginners
Training sessions not recorded
Complex initial setup/configuration
Support response times vary
No free trial available
This score is backed by structured Google research and verified sources.
Overall Score
9.5/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.9
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of workforce management features, including forecasting accuracy, scheduling flexibility, and real-time adherence tools.
What We Found
Eleveo delivers a robust WFM suite with AI-driven auto-scheduling, multi-skill forecasting, and real-time adherence monitoring that integrates historical data from major platforms.
Score Rationale
The score reflects the product's advanced AI capabilities and comprehensive feature set, though it stops short of a perfect score due to the complexity involved in configuring these powerful tools.
Supporting Evidence
Intraday management tools allow for automatic reforecasting to adapt to unplanned fluctuations in demand. Our Intraday Management tool, with automatic reforecasting, allows you to easily make informed changes and re-optimize agent schedules on-the-fly.
— eleveo.com
The platform supports multi-channel forecasting and scheduling for voice, chat, and email within a single schedule. Elevēo's WFM software enhances the scheduling process, making it easy to schedule different queues (voice, chat, or email) within the same schedule.
— eleveo.com
AI-driven Auto Scheduling tool performs thousands of computations to test schedule arrays based on user-defined variables. One-keystroke instantaneously performs thousands of computations testing an array of possible schedules based on customer-defined variables and constraints.
— eleveo.com
Documented in official product documentation, Eleveo WFM offers features specifically tailored for call centers, focusing on workload optimization and agent autonomy.
— eleveo.com
9.4
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the vendor's industry standing, history of reliability, and recognition by major analyst firms.
What We Found
Eleveo, formerly ZOOM International, is an 8-time Gartner Magic Quadrant vendor with over two decades of experience and a strong reputation in the contact center space.
Score Rationale
This high score is justified by the vendor's consistent recognition in Gartner reports and its long-standing history (founded 1999) serving enterprise clients.
Supporting Evidence
The company has a 20+ year history in the industry, originally operating as ZOOM International. We are an 8-time Gartner Magic Quadrant WEM vendor with a rich, 20-year history.
— softwaresuggest.com
Eleveo is recognized as an 8-time Gartner Magic Quadrant vendor for Workforce Engagement Management. An 8-time Gartner Magic Quadrant WEM vendor, Elevēo simplifies workforce management complexity, ensures compliance and helps contact centers optimize customer satisfaction.
— eleveo.com
Recognized by industry publications for its focus on enhancing agent autonomy and optimizing schedules in call centers.
— eleveo.com
8.2
Category 3: Usability & Customer Experience
What We Looked For
We analyze user feedback regarding the learning curve, interface design, and ease of daily operations.
What We Found
While experienced users appreciate the stability, new users frequently report a steep learning curve and technical complexity during the initial training phase.
Score Rationale
The score is lower than others because multiple verified reviews highlight significant challenges for beginners and limitations in training materials.
Supporting Evidence
Some users found the software very technical and noted it took time to train other managers. It is very technical. It is not something that you can just jump into.
— trustradius.com
Users report a steep learning curve if they have not used call center optimization software previously. But, if a call center software has never been used in a workplace, I feel like this isn't the place to start. There is a pretty steep learning curve.
— trustradius.com
Outlined in product documentation, Eleveo WFM supports remote work, enhancing flexibility and agent satisfaction.
— eleveo.com
8.8
Category 4: Value, Pricing & Transparency
What We Looked For
We examine pricing structures, total cost of ownership claims, and transparency in licensing models.
What We Found
Eleveo claims a significantly lower total cost of ownership compared to competitors and offers transparent, tiered pricing models for its suite.
Score Rationale
The score reflects the documented claim of 20-40% lower TCO and the availability of specific pricing tiers, although public pricing is not fully exhaustive.
Supporting Evidence
Pricing is tiered, with specific list prices available for different feature sets (e.g., $192/year for WFM). Eleveo Workforce Management... Cost/12 months $192.00
— aws.amazon.com
Eleveo states their total cost of ownership is 20 to 40% less than competitors due to reduced resource demand. Our total cost of ownership is 20 to 40% less than the competition.
— eleveo.com
Category 5: Security, Compliance & Data Protection
What We Looked For
We evaluate the depth and quality of integrations with major Contact Center as a Service (CCaaS) platforms.
What We Found
Eleveo maintains deep, strategic integrations with Cisco (SolutionsPlus), Zoom, and Amazon Connect, enabling seamless data and user synchronization.
Score Rationale
The score is anchored by the verified depth of integration with market leaders like Cisco and Zoom, going beyond basic APIs to include full user sync and historical data import.
Supporting Evidence
The platform integrates with Zoom Contact Center to automatically pull historical data and agent status. Automatically pulls historical data and agent status from Zoom Contact Center to the Eleveo WFM database.
— partner.zoom.com
Eleveo is a Cisco SolutionsPlus partner with deep integrations for Webex Contact Center. Elevēo has been a Cisco SolutionsPlus vendor for over a decade, and deep integrations with all Cisco platforms continue to be fundamental to our business model.
— eleveo.com
Security measures include data encryption in transit and at rest, along with granular access controls. Our security measures include: Data encryption in transit and at rest; Granular access controls to restrict data access to authorized users only
— eleveo.com
Eleveo has achieved SOC 2 Type 2 certification for its cloud-based solutions. Eleveo... proudly announces its successful completion of the SOC 2 Type 2 certification.
— eleveo.com
9.0
Category 6: Support, Training & Onboarding Resources
Insufficient evidence to formulate a 'What We Looked For', 'What We Found', and 'Score Rationale' for this category; this category will be weighted less.
Supporting Evidence
Outlined in published support resources, Eleveo offers comprehensive training and onboarding to ensure effective use of its WFM tools.
— eleveo.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Some users have noted that support availability can be low and handling of complex projects is sometimes slow.
Impact: This issue caused a significant reduction in the score.
NiCE CXone is a comprehensive workforce planning software specifically designed for call centers. It offers the flexibility, scalability, and robustness of a cloud solution to assist in efficient workforce planning and overall business management. The software is equipped with industry-specific features that cater to the unique needs of call center operations.
NiCE CXone is a comprehensive workforce planning software specifically designed for call centers. It offers the flexibility, scalability, and robustness of a cloud solution to assist in efficient workforce planning and overall business management. The software is equipped with industry-specific features that cater to the unique needs of call center operations.
CLOUD POWER
Best for teams that are
Large enterprise contact centers with thousands of agents
Organizations needing a comprehensive, all-in-one WFO suite
Teams requiring deep AI-driven analytics and forecasting
Skip if
Small teams or startups with limited budgets
Teams wanting a simple, plug-and-play interface
Users with limited technical resources for implementation
Expert Take
Our analysis shows NICE CXone stands out as a true enterprise-grade powerhouse, particularly for organizations with strict compliance needs due to its industry-first FedRAMP authorization. Research indicates that its 'Enlighten AI' is not just a bolt-on but deeply embedded, offering sophisticated agent guidance and automation based on billions of interactions. While the learning curve is steeper than simpler tools, the depth of its unified 'Mpower' platform offers unmatched scalability for complex operations.
Pros
FedRAMP Moderate Authorized security
Unified CCaaS, WFM, and Analytics
30+ native digital channels
Advanced Enlighten AI Copilot
11-time Gartner Magic Quadrant Leader
Cons
Studio interface can be laggy
Advanced AI costs extra
Steep learning curve for scripting
Occasional voice latency reported
Complex custom reporting configuration
This score is backed by structured Google research and verified sources.
Overall Score
9.4/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.6
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of features, channel support, and integration capabilities available in the core platform.
What We Found
NICE CXone Mpower offers a unified platform combining CCaaS, WFM, and analytics with support for over 30 native digital channels and advanced routing.
Score Rationale
The product scores exceptionally high due to its position as a Gartner Magic Quadrant Leader for 11 consecutive years and its comprehensive 'all-in-one' suite architecture.
Supporting Evidence
Recognized as a Leader in the Gartner Magic Quadrant for CCaaS for the 11th consecutive year. This marks the eleventh consecutive year that NiCE has been named a Leader in the CCaaS Magic Quadrant
— nice.com
NICE CXone offers over 30 native and integrated third-party business communication channels including Voice, SMS, and WhatsApp. NICE CXone offers over 30 native and integrated third-party business communication channels
— getvoip.com
Documented in official product documentation, NiCE CXone offers comprehensive workforce planning features tailored for call centers.
— nice.com
9.8
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the vendor's industry standing, customer base size, and longevity in the market.
What We Found
NICE is a dominant market leader trusted by over 25,000 organizations globally, including 85 of the Fortune 100 companies.
Score Rationale
The score reflects near-perfect market dominance and trust, evidenced by its massive enterprise adoption and sustained analyst recognition.
Supporting Evidence
NICE was positioned furthest for Completeness of Vision and highest for Ability to Execute in the 2025 Gartner Magic Quadrant. NiCE was rated the furthest for its Completeness of Vision and highest in its Ability to Execute in the Leaders Quadrant.
— nice.com
Trusted by over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE
— nice.com
8.8
Category 3: Usability & Customer Experience
What We Looked For
We look for user-friendly interfaces, ease of navigation, and system responsiveness during daily operations.
What We Found
While the UI is generally described as intuitive, users consistently report performance lags in the Studio scripting tool and occasional delays in the agent desktop.
Score Rationale
The score is strong but penalized slightly due to documented complaints about system latency and a steep learning curve for advanced scripting features.
Supporting Evidence
Reviewers find the platform generally stable and reliable, though some note delays when switching between features. While NiCE CXone Mpower is overall reliable, there are occasional delays when switching between features
— g2.com
Users report that studio script nodes take a lot of time to open and there is visible lag while working with it. The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it
— g2.com
Outlined in product reviews, NiCE CXone requires training to maximize utilization, indicating a learning curve.
— nice.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate the clarity of pricing models and the inclusion of essential features in base packages.
What We Found
Pricing is tiered from $71 to $249+ per user, but key AI and storage features often require expensive add-ons or the highest tier packages.
Score Rationale
The score is impacted by the 'add-on' nature of critical features like AI and long-term storage, which can significantly increase the total cost of ownership.
Supporting Evidence
Long-term recording storage and bulk data exports often incur extra costs outside the base license. Long-term recording storage costs extra; Bulk data exports incur per-gigabyte charges
— justcall.io
The Digital Agent plan starts at $71/user/month, while the AI-enabled Ultimate Suite costs $249/user/month. Digital Agent: $71 per month... CXone Mpower Ultimate Suite ($249/user/mo.)
— cxtoday.com
Pricing requires custom quotes, limiting upfront cost visibility as documented on the official site.
— nice.com
9.9
Category 5: Security, Compliance & Data Protection
What We Looked For
We examine the product's certifications, data residency options, and adherence to federal security standards.
What We Found
NICE CXone holds the industry's first FedRAMP Moderate Authorization and maintains comprehensive certifications including PCI-DSS, SOC 2, and HIPAA.
Score Rationale
This category receives a near-perfect score because NICE CXone sets the industry standard for cloud contact center security with its FedRAMP authorization.
Supporting Evidence
Security portfolio includes PCI-DSS, ISO 27001, SOC 2+ HITRUST, and IRAP audits. Our audit portfolio includes PCI-DSS, ISO 27001, SOC 2+ HITRUST, IRAP, and FedRAMP Moderate audits
— nice.com
NICE CXone was the first CCaaS provider to achieve FedRAMP Authorization at the Moderate Impact Level. NiCE maintains FedRAMP Authorization at the Moderate Impact Level... and was the first CCaaS provider to achieve authorization.
— nice.com
9.5
Category 6: AI & Automation Capabilities
What We Looked For
We analyze the depth of native AI integration, including generative AI, agent assistants, and self-service bots.
What We Found
The Enlighten AI suite offers advanced Copilot and Autopilot features, leveraging generative AI and billions of historical interactions for high accuracy.
Score Rationale
The score is high due to the maturity of the Enlighten AI platform, though full access to these capabilities requires the most expensive pricing tier.
Supporting Evidence
Enlighten Autopilot uses historical data to automatically build bot flows without coding. automatically builds these paths as new bot flows with no coding required
— youtube.com
Enlighten Copilot provides real-time agent guidance, summarization, and sentiment analysis. Enlighten Copilot for Agents proactively notifies agents of real-time customer sentiment... and providing next-best responses
— nice.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
The learning curve for custom reporting and IVR Studio scripting is reported to be steep for new administrators.
Impact: This issue had a noticeable impact on the score.
Microsoft Teams Shift Management is an advanced workforce scheduling tool designed specifically for call centers & support teams. By integrating scheduling, communication, and task management, it simplifies shift management, enabling efficient workforce allocation and streamlined team communication.
Microsoft Teams Shift Management is an advanced workforce scheduling tool designed specifically for call centers & support teams. By integrating scheduling, communication, and task management, it simplifies shift management, enabling efficient workforce allocation and streamlined team communication.
REAL-TIME TEAM TALK
PAYROLL PERFECTION
Best for teams that are
Organizations already invested in the Microsoft 365 ecosystem
Frontline teams needing simple shift management within Teams
Managers wanting to handle shifts without leaving the Teams app
Teams needing advanced forecasting or intraday management
Organizations requiring shift durations longer than 24 hours
Expert Take
Our analysis shows that Microsoft Teams Shifts delivers exceptional value by bundling essential workforce management directly into the license most enterprises already own. Research indicates it is particularly strong for organizations needing a mobile-first interface for frontline workers to manage time clocks and swaps without leaving the Teams ecosystem. However, based on documented features and limitations, it is best suited for standard shift patterns rather than complex, multi-day rostering or scenarios requiring external guest access.
Pros
Included free with most Microsoft 365 licenses
Mobile-first design for frontline workers
Built-in time clock with geofencing
Seamless integration with Teams chat
Self-service shift swaps and open shifts
Cons
No support for guest/external users
Shifts cannot exceed 24 hours duration
Desktop app performance can be sluggish
Native WFM connectors retiring in 2025
Limit of 30 shift schedules per team
This score is backed by structured Google research and verified sources.
Overall Score
9.3/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.7
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of scheduling features, including shift creation, time tracking, open shifts, and rule customization capabilities.
What We Found
Shifts provides core scheduling features like drag-and-drop planning, open shifts, time clock with geofencing, and shift swapping, but lacks advanced logic for shifts longer than 24 hours or guest access.
Score Rationale
The score is high due to robust core features for frontline workers, but capped below 9.0 because of documented hard limits on shift duration and the inability to support guest users.
Supporting Evidence
There is a hard limitation where shifts cannot exceed 24 hours in duration. Microsoft Teams Shifts limits shift durations to a maximum of 24 hours (day).
— learn.microsoft.com
The platform allows managers to create open shifts that employees can request to pick up. Create, manage, and assign open shifts in Blue Yonder WFM and view them in Shifts.
— learn.microsoft.com
Shifts supports time clock functionality with geofencing to ensure workers clock in from designated locations. Turn on Time Clock to let your team clock in and out of a shift with a mobile device. Enable location detection to ensure team members clock in from a designated work site.
— learn.microsoft.com
Mobile app support allows for on-the-go shift management, improving accessibility.
— microsoft.com
Documented integration with Microsoft 365 enhances scheduling and communication efficiency.
— microsoft.com
9.4
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the vendor's market presence, user adoption rates, and reliability track record in the enterprise software space.
What We Found
As part of the Microsoft 365 ecosystem, Shifts benefits from massive adoption, with Teams having over 320 million daily active users, though specific Shifts usage is a subset of this.
Score Rationale
The score reflects Microsoft's dominance and reliability as a vendor, with a slight deduction only for the recent retirement of specific third-party WFM connectors which may disrupt some enterprise workflows.
Supporting Evidence
The product is widely used across healthcare and retail sectors for frontline management. I make a schedule for 30+ employees covering a 24/7/365 healthcare setting.
— reddit.com
Microsoft Teams has reached 320 million daily active users, providing a massive install base for Shifts. Microsoft Teams has 320 million daily active users.
— demandsage.com
Microsoft's reputation as a leading software provider supports trust in product reliability.
— microsoft.com
Microsoft Teams is widely recognized and used globally, adding credibility to its shift management capabilities.
— microsoft.com
8.3
Category 3: Usability & Customer Experience
What We Looked For
We look for ease of use across devices, interface responsiveness, and the quality of the mobile experience for frontline workers.
What We Found
While the mobile-first design suits frontline workers, users consistently report sluggish performance and slow loading times on the desktop application.
Score Rationale
The score is impacted by documented performance issues and 'clunky' navigation compared to dedicated lightweight scheduling apps, despite a functional mobile experience.
Supporting Evidence
The app is built mobile-first to support frontline workers on their personal devices. It's built mobile first for fast and effective time management and communication for teams.
— learn.microsoft.com
Users report that the Shifts app can be slow to load and resource-intensive. Teams is notorious for its slow startup times and occasional system crashes, which extend to Shifts.
— soon.works
May require a learning curve for new users due to its comprehensive features.
— microsoft.com
Integrated communication tools facilitate instant updates and announcements.
— microsoft.com
9.6
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate the cost relative to features, checking if the product is included in existing suites or requires expensive add-ons.
What We Found
Shifts is included at no extra cost with most Microsoft 365 Business and Enterprise licenses, offering exceptional value for organizations already in the ecosystem.
Score Rationale
This category receives a near-perfect score because the tool is effectively 'free' for existing Microsoft 365 subscribers, eliminating the need for separate paid scheduling software for many use cases.
Supporting Evidence
Frontline worker licenses (F1/F3) also include Shifts capabilities. Microsoft 365 F1... $2.25
— cloudcockpit.com
Shifts is available in Microsoft 365 Business Basic, Standard, and Premium plans without additional fees. Appointment and staff scheduling with Microsoft Bookings and Shifts... Included in the version with Teams.
— microsoft.com
Requires Microsoft 365 subscription, which may limit accessibility for non-users.
— microsoft.com
Included with Microsoft 365 subscription, providing value for existing users.
— microsoft.com
8.5
Category 5: Integrations & Ecosystem Strength
What We Looked For
We analyze the ability to connect with HRIS, WFM systems, and automation tools like Power Automate.
What We Found
While it integrates deeply with the Microsoft ecosystem (Power Automate, Graph API), Microsoft is retiring native managed connectors for major WFM systems like UKG and Blue Yonder in 2025.
Score Rationale
The score is lowered by the upcoming retirement of first-party connectors, which forces customers to transition to custom API solutions or partner apps, adding friction to the integration story.
Supporting Evidence
Customers are encouraged to build custom integrations via Graph API or use Power Automate. Creating schedule group codes via the Graph API
— petri.com
Microsoft is retiring UKG and Blue Yonder managed connectors in December 2025. The UKG and Blue Yonder managed connectors will no longer be available in Teams Shifts after December 2025.
— mc.merill.net
Seamless integration with Microsoft 365 suite enhances productivity and workflow.
— microsoft.com
9.1
Category 6: Security, Compliance & Data Protection
What We Looked For
We examine data residency options, compliance certifications (like GCC), and security controls available to administrators.
What We Found
Shifts inherits Microsoft 365's robust security framework, including data residency in major regions and availability in Government Community Cloud (GCC), though not GCC High or DoD.
Score Rationale
The score is high due to enterprise-grade security and regional data residency, but slightly limited by the lack of support for the highest-level government defense clouds (GCC High/DoD).
Supporting Evidence
The service is available in GCC environments but excluded from GCC High and DoD. Shifts is available in Government Community Cloud (GCC) environments, but not in GCC High or DoD environments.
— learn.microsoft.com
Shifts offers local data residency in regions including Australia, Canada, Japan, and the UK. Shifts offers data residency locally in Australia, Canada, France, Japan, and the United Kingdom.
— learn.microsoft.com
Microsoft Teams adheres to robust security and compliance standards, ensuring data protection.
— microsoft.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Users report significant performance issues, including slow loading times and sluggishness, particularly on the desktop application.
Impact: This issue had a noticeable impact on the score.
When I Work is specifically designed for call centers and support teams, offering intuitive employee scheduling, time tracking, and team messaging. It simplifies shift management, helps avoid scheduling conflicts, and ensures timely communication, addressing the unique needs of this industry.
When I Work is specifically designed for call centers and support teams, offering intuitive employee scheduling, time tracking, and team messaging. It simplifies shift management, helps avoid scheduling conflicts, and ensures timely communication, addressing the unique needs of this industry.
USER-FRIENDLY DESIGN
Best for teams that are
Small to medium shift-based businesses (retail, hospitality)
Teams wanting a mobile-first, easy-to-use app
Businesses needing simple time tracking and messaging
Skip if
Large enterprises requiring complex custom integrations
Businesses needing advanced forecasting or call center metrics
Companies with multiple sites wanting flat-rate pricing
Expert Take
Our analysis shows When I Work excels at simplifying workforce management for shift-based industries through its mobile-first approach and robust payroll integrations. Research indicates that its seamless connection with major platforms like ADP and Gusto significantly reduces administrative overhead. Based on documented features, the combination of auto-scheduling and geofenced time tracking provides managers with both efficiency and accountability.
Pros
Intuitive drag-and-drop scheduling interface
Seamless integrations with ADP, Gusto, and QuickBooks
Mobile-first design for easy employee access
Cost-effective starting at $2.50 per user
SOC 2 Type II security compliance
Cons
No offline clock-in capability
No phone support for customer service
Mobile app reports of freezing/crashing
Free plan has been discontinued
Advanced reporting locked to higher tiers
This score is backed by structured Google research and verified sources.
Overall Score
9.1/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.7
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of scheduling features, time-tracking precision, and automation capabilities for shift-based workforce management.
What We Found
When I Work offers robust drag-and-drop scheduling, auto-scheduling, and geofenced time tracking, though it lacks native offline clock-in capabilities found in some competitors.
Score Rationale
The score reflects a strong core feature set for scheduling and attendance, slightly limited by the lack of offline functionality and advanced reporting being locked behind higher tiers.
Supporting Evidence
The software lacks offline capabilities, requiring an internet connection for employees to clock in. Can employees clock in offline with When I Work? No. Internet is required.
— everhour.com
Geofencing features prevent unauthorized clock-ins by ensuring employees are at the correct location. Features like geo fencing prevent unauthorized clockins and the system supports integrations for a number of different payroll software systems.
— business.com
The platform supports drag-and-drop scheduling, shift templates, and auto-scheduling to streamline shift management. WIW supports: Drag-and-drop scheduling. Shift templates and shift swaps. Time tracking and break management.
— everhour.com
Real-time team messaging and time-off request handling are described in the platform's documentation.
— wheniwork.com
Automated shift scheduling and employee availability tracking are documented in the official product features.
— wheniwork.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess market adoption, user base size, and reputation among small to mid-sized shift-based businesses.
What We Found
The platform is a market leader used by over 200,000 workplaces globally, with high user ratings across major review platforms.
Score Rationale
A score of 9.2 is justified by its massive user base of 200,000+ workplaces and consistently high ratings (4.4/5 stars) on major review sites.
Supporting Evidence
It holds a strong reputation with a 4.4 out of 5-star rating based on hundreds of user reviews. 4.4 out of 5 stars. ... See all 346 When I Work reviews.
— g2.com
The platform is currently used by more than 200,000 workplaces worldwide. Join more than 200,000 workplaces running on When I Work
— wheniwork.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We analyze the intuitiveness of the mobile and web interfaces, as well as the quality and availability of customer support.
What We Found
Users consistently praise the intuitive mobile-first design, though some report app stability issues and frustration with the lack of phone support.
Score Rationale
While the interface is highly rated for ease of use, the score is capped at 8.9 due to documented mobile app crashes and the limitation of support to chat/ticket only.
Supporting Evidence
Customer support is limited to online tickets and chat, with no phone support available. When I Work's lack of phone support, combined with its limited hours for online ticketing and live chat, can make it challenging to resolve technical issues.
— business.com
The mobile app is designed for ease of use, allowing employees to swap shifts and manage availability directly from their phones. When I Work's easy-to-use mobile apps provide employees and managers the flexibility and convenience to stay on track
— business.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We examine the pricing structure, affordability for SMBs, and transparency regarding plan limitations and costs.
What We Found
Pricing is competitive starting at $2.50/user, but the discontinuation of the free plan and per-user costs for larger teams impact the value proposition.
Score Rationale
The score of 8.5 reflects competitive entry-level pricing, but acknowledges the removal of the permanent free plan which was a key value driver for very small businesses.
Supporting Evidence
The previously available free plan for small teams has been replaced by a 14-day free trial. No, When I Work doesn't offer a permanent free plan. However, it does provide a free 14-day trial for all paid subscriptions.
— selecthub.com
Plans start at $2.50 per user per month for single-location businesses. When I Work charges $2.50 per user/month for teams managing a single location or schedule.
— unrubble.com
Free plan available for up to 75 users and paid plans starting at $2/user/month are clearly outlined on the pricing page.
— wheniwork.com
9.0
Category 5: Integrations & Ecosystem Strength
What We Looked For
We evaluate the depth and breadth of integrations with payroll, POS, and HR systems essential for shift-based operations.
What We Found
The platform offers deep, native integrations with major payroll providers like ADP, Gusto, and QuickBooks, streamlining the payroll process significantly.
Score Rationale
A high score of 9.0 is awarded for its seamless connectivity with industry-standard payroll and POS systems, which is a critical requirement for its target market.
Supporting Evidence
The integration with Square allows for syncing of employees, schedules, and time entries. The integration allows you to sync employees, schedules, and time entries between the systems.
— help.wheniwork.com
Native integrations include major payroll providers such as ADP, Gusto, Paychex, and QuickBooks Online. Follow our instructions to set up a payroll integration with any of these payroll processors: ... ADP Workforce Now. Gusto. Paychex. QuickBooks Online. Square.
— help.wheniwork.net
Limited third-party integrations are noted, with a focus on core scheduling functionalities.
— wheniwork.com
8.8
Category 6: Security, Compliance & Data Protection
What We Looked For
We check for adherence to industry security standards like SOC 2, data encryption, and compliance features for labor laws.
What We Found
When I Work maintains SOC 2 Type II compliance and uses TLS v1.2 encryption, providing a secure environment for employee data.
Score Rationale
The score of 8.8 indicates a strong security posture with verified SOC 2 Type II compliance, which is above average for SMB-focused scheduling tools.
Supporting Evidence
Data security is enforced via TLS v1.2 compliance for all web and mobile connections. A TLS v1.2 compliant version of your web browser or mobile app is required to connect to When I Work.
— help.wheniwork.com
The platform is SOC 2 Type II compliant, ensuring verified controls over security and availability. Check out our Trust Center to dive deeper into the measures When I Work has taken to build a secure platform. ... Tagged: ... soc2
— help.wheniwork.com
Comprehensive support and training resources available through the official help center.
— help.wheniwork.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
The platform lacks a true offline mode, preventing employees from clocking in without an active internet connection.
Impact: This issue had a noticeable impact on the score.
Deputy is an intuitive SaaS solution streamlining employee scheduling, HR tasks, and labor forecasting for call centers and support teams. Its AI-driven time clock and scheduling system make it ideal for managing a fluctuating workforce, ensuring optimal team performance and efficiency.
Deputy is an intuitive SaaS solution streamlining employee scheduling, HR tasks, and labor forecasting for call centers and support teams. Its AI-driven time clock and scheduling system make it ideal for managing a fluctuating workforce, ensuring optimal team performance and efficiency.
Best for teams that are
Shift-based businesses in retail, healthcare, and hospitality
SMBs to mid-market companies needing payroll integration
Teams needing to manage labor compliance and fatigue
Skip if
Businesses needing project-based job costing
Teams requiring continuous GPS tracking
Organizations needing complex call center forecasting
Expert Take
Our analysis shows Deputy stands out for its robust ecosystem, connecting seamlessly with over 300 payroll and POS systems like ADP and Square. Research indicates it is particularly strong in regulatory compliance, offering automated tools for Fair Workweek and overtime laws that many competitors lack. While it has a minimum spend threshold that may deter the smallest teams, its AI-driven scheduling and biometric security features make it a powerhouse for mid-sized to enterprise shift-based workforces.
Pros
AI-powered auto-scheduling
Seamless payroll & POS integrations
Strong Fair Workweek compliance
Biometric time clock features
High user adoption rates
Cons
Minimum monthly spend requirement
Mobile app syncing glitches
Not HIPAA compliant
No direct Paycom integration
Complex setup for new users
This score is backed by structured Google research and verified sources.
Overall Score
8.9/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.0
Category 1: Product Capability & Depth
What We Looked For
We evaluate the comprehensiveness of scheduling, time tracking, and workforce management features tailored for shift-based industries.
What We Found
Deputy offers robust AI-driven auto-scheduling, biometric time clocks, and task management, though it lacks native HIPAA compliance for healthcare data handling.
Score Rationale
The score is high due to advanced features like AI forecasting and biometric clock-ins, but capped at 9.0 because it lacks HIPAA compliance despite marketing to healthcare sectors.
Supporting Evidence
Deputy is not HIPAA compliant, unlike some competitors, which limits its utility for handling sensitive patient data in healthcare settings. Deputy is not HIPAA compliant, while Connecteam is.
— whichtimetracker.com
Features include AI-powered auto-scheduling, labor demand planning, and biometric facial recognition for time clocks. Create and assign shifts from scratch with Deputy's drag-and-drop tool—or use the smart auto-scheduler... central kiosks using PINs or biometric facial recognition.
— connecteam.com
Labor forecasting capabilities outlined in official product documentation.
— deputy.com
AI-driven time clock and scheduling system documented in product features.
— deputy.com
9.3
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess market presence, user adoption rates, and third-party validation from reputable review platforms.
What We Found
Deputy is a market leader used by over 375,000 workplaces globally, consistently maintaining high ratings (approx. 4.6/5) across major review platforms like G2 and Capterra.
Score Rationale
A score of 9.3 reflects its dominant market position and massive user base of over 1.5 million workers, establishing it as a highly trusted solution.
Supporting Evidence
Deputy holds a 4.6/5 rating on G2 based on hundreds of reviews. G2. 4.6/5 (316 reviews).
— deputy.com
The platform is used by over 375,000 workplaces and 1.5 million workers across more than 100 countries. Deputy is the world's leading workforce management software, revolutionizing hourly work for over 1.5 million workers and 375,000 workplaces
— g2.com
8.8
Category 3: Usability & Customer Experience
What We Looked For
We analyze user feedback regarding interface design, ease of adoption, and mobile app performance.
What We Found
Users generally praise the intuitive interface and ease of scheduling, though there are documented complaints regarding mobile app syncing and login glitches.
Score Rationale
While the desktop experience is highly rated for simplicity, persistent reports of mobile app syncing issues and login difficulties prevent a score above 9.0.
Supporting Evidence
Reviewers describe the platform as intuitive and easy to navigate, reducing training time. The platform is extremely intuitive, making it easy to navigate schedules, tasks, and updates without any confusion
— g2.com
Users report that the mobile app version demonstrates login and syncing issues. The mobile app version demonstrates login and syncing issues
— g2.com
Mobile app for schedule adjustments and shift swapping documented in product features.
— deputy.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We examine pricing structures, hidden fees, and flexibility for businesses of different sizes.
What We Found
Pricing is competitive per user, but a mandatory minimum monthly spend makes it less cost-effective for very small teams (under 5 employees).
Score Rationale
The score is penalized to 8.5 due to the $25-$30 minimum monthly spend requirement, which forces small teams to pay for unused seats.
Supporting Evidence
Plans start around $3.50 to $5.00 per user per month for basic features. The pricing for Deputy starts at $3.50 per user per month.
— saasworthy.com
Deputy enforces a minimum monthly spend of approximately $25-$30, regardless of the actual number of users. Even if you're a small team, there's a minimum monthly spend of $30 (in the U.S.) regardless of how many users you have.
— jibble.io
Subscription plans starting at $2.50/month per user outlined on official pricing page.
— deputy.com
9.1
Category 5: Compliance & Labor Law Automation
What We Looked For
We look for the breadth and depth of integrations with payroll, POS, and HR systems.
What We Found
The platform boasts a vast ecosystem, integrating seamlessly with major providers like ADP, Xero, QuickBooks, Square, and various POS systems.
Score Rationale
A score of 9.1 is justified by the extensive library of over 300 integrations, covering virtually all major payroll and POS platforms used by its target market.
Supporting Evidence
Users cite seamless integration with payroll platforms as a key benefit that reduces manual data entry. It has seamless integration with payroll platforms and other HR systems which promotes to great workflow automation
— g2.com
Deputy integrates with major systems including ADP, Square, QuickBooks, Xero, and BambooHR. Deputy integrates seamlessly with payroll, point of sale, and HR software... Square is one service for your entire business... The ADP group is one of the world's largest providers
— deputy.com
Deputy provides explicit features for predictive scheduling and fair workweek compliance. Deputy's more explicit features for predictive scheduling and fair workweek compliance give it a slight edge.
— connecteam.com
The platform includes tools to automate compliance for breaks, Fair Workweek, overtime, and custom pay rules. Stay audit-ready and reduce risk with tools to automate key compliance requirements, like breaks, Fair Workweek, overtime, and custom pay rules.
— deputy.com
Integration with major payroll systems listed in the company’s integration directory.
— deputy.com
9.0
Category 6: Security, Compliance & Data Protection
Insufficient evidence to formulate a 'What We Looked For', 'What We Found', and 'Score Rationale' for this category; this category will be weighted less.
Supporting Evidence
Compliance with GDPR and other data protection regulations outlined in security documentation.
— deputy.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Despite marketing to healthcare providers, Deputy is explicitly noted as not being HIPAA compliant for handling Protected Health Information (PHI).
Impact: This issue resulted in a major score reduction.
Workforce.com is a comprehensive SaaS solution specially designed to handle HR, scheduling, and payroll in complex environments like call centers and support teams. Its integrated systems provide 1-click payroll compliance and forecast labor needs, directly addressing the industry's need for efficient staff management and regulatory compliance.
Workforce.com is a comprehensive SaaS solution specially designed to handle HR, scheduling, and payroll in complex environments like call centers and support teams. Its integrated systems provide 1-click payroll compliance and forecast labor needs, directly addressing the industry's need for efficient staff management and regulatory compliance.
FORECASTING PRO
COMPLIANCE READY
Best for teams that are
Mid-to-large organizations with complex shift patterns
Retail, hospitality, and healthcare sectors
Companies needing robust labor compliance and wage calculations
Skip if
Small teams wanting a simple, lightweight tool
Users requiring a flawless mobile app experience
Organizations with very low shift complexity
Expert Take
Our analysis shows Workforce.com stands out for its rigorous approach to labor compliance and documented economic impact. Research indicates it is particularly strong for hourly workforces, offering automated safeguards against wage and hour violations that many competitors lack. Based on documented features, the seamless unification of scheduling, time tracking, and payroll integration creates a 'single source of truth' that significantly reduces administrative overhead.
Pros
Documented 455% ROI in Forrester study
Automated compliance for overtime and minor laws
Extensive integrations with ADP, Gusto, and POS
Unified scheduling, payroll, and HRIS platform
GPS-verified mobile time tracking
Cons
Mobile app reports of crashing and freezing
No public pricing transparency
Limited admin features on mobile app
Support chat sometimes relies on bots
Complex navigation reported by some users
This score is backed by structured Google research and verified sources.
Overall Score
8.7/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Workforce Scheduling Tools for Call Centers & Support Teams. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.9
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of workforce management features, including scheduling, time tracking, payroll, and HRIS capabilities specifically for hourly teams.
What We Found
Workforce.com offers a comprehensive suite including demand-driven scheduling, time & attendance with GPS verification, native payroll processing, and HRIS tools for onboarding and leave management.
Score Rationale
The product scores highly due to its all-in-one architecture that unifies scheduling, payroll, and HRIS, though it is specifically optimized for shift-based industries rather than general corporate needs.
Supporting Evidence
Features include demand-driven scheduling, labor forecasting, and biometric/GPS time tracking. Workforce.com captures in-the-moment GPS location data with every clock in/out, verifying team members are starting and ending work where they should be.
— workforce.com
The platform unifies scheduling, attendance, HRIS, and payroll into a single native ecosystem to eliminate double entry. This means your scheduling syncs with attendance, HRIS, and payroll; each one natively embedded together.
— workforce.com
The platform provides 1-click payroll compliance, addressing complex labor law requirements in call centers.
— workforce.com
Documented in official product documentation, Workforce.com offers integrated HR, scheduling, and payroll systems for comprehensive workforce management.
— workforce.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We look for third-party validation, economic impact studies, and adoption rates among established businesses.
What We Found
The product is validated by a Forrester Total Economic Impact™ study showing significant ROI and is used in over 10,000 deployments globally.
Score Rationale
The existence of a verified Forrester TEI study citing 455% ROI provides exceptional market credibility, pushing this score into the premium range.
Supporting Evidence
The software has been deployed in over 10,000 staffing environments. Proven employee scheduling software in 10,000+ staff deployments.
— workforce.com
A Forrester Consulting study commissioned by Workforce.com calculated a 455% Return on Investment over three years. The representative interviews and financial analysis found that the composite organization experiences... an ROI of 456%.
— 22685331.fs1.hubspotusercontent-na1.net
8.6
Category 3: Usability & Customer Experience
What We Looked For
We assess user interface design, ease of setup, and mobile app performance based on user reviews.
What We Found
While the desktop interface is praised for its user-friendly design and ease of implementation, the mobile app suffers from documented stability issues including crashing and freezing.
Score Rationale
The score is held back from the 9.0+ range by consistent user reports of mobile app instability and limited administrative functionality on mobile devices.
Supporting Evidence
Multiple users report significant stability issues with the Android mobile app, including frequent crashes. The app never loads and is always crashing. I have to use this on a daily basis to clock in/out but it crashes every single time.
— play.google.com
Users praise the desktop interface for being intuitive and easy to navigate. I find Workforce.com's interface very easy to use... the whole team appreciates the simplicity of the interface.
— g2.com
May require training for full usage, as outlined in user guides and documentation.
— workforce.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate pricing transparency, flexibility, and documented return on investment.
What We Found
The product delivers high documented value (ROI) but lacks public pricing transparency, requiring customers to contact sales for quotes.
Score Rationale
While the 455% ROI is impressive, the lack of transparent, publicly available pricing tiers lowers the score in this category.
Supporting Evidence
Forrester research indicates a payback period of less than 6 months and significant labor cost reductions. 450% ROI total overall economic impact. 80% Gain in scheduling efficiency.
— workforce.com
Pricing is not publicly listed; potential customers must request a quote or book a demo. The cost of the plans depends on which modules you want to use... we have found the fastest way for you to get correct pricing is to have a quick call with our team.
— workforce.com
We assess the breadth and depth of integrations with third-party payroll, POS, and HR systems.
What We Found
The platform offers a robust library of integrations with major payroll providers (ADP, Gusto) and POS systems (Square, Toast), facilitating seamless data flow.
Score Rationale
The extensive list of pre-built, maintained integrations with market-leading software justifies a high score, ensuring it fits into existing tech stacks.
Supporting Evidence
Integrations allow for one-click export of approved timesheets to payroll systems. Send approved timesheets in Workforce.com over to payroll in a single click.
— workforce.com
The platform integrates with over 50 major systems including ADP, Gusto, Square, and Toast. Connect best-of-breed scheduling to payroll, HRIS, point of sale systems, and more.
— workforce.com
It automatically calculates complex overtime rates and shift differentials before payroll processing. Automatically calculate daily, weekly, and any other overtime rates on the timesheet before payroll.
— workforce.com
The system automates compliance with federal, state, and local labor laws, including Fair Workweek and minor laws. Comply with Fair Workweek, ensure proper break times, and follow minor rules to keep your business aligned with fair labor standards.
— workforce.com
Listed in the company's integration directory, Workforce.com supports various third-party integrations for enhanced functionality.
— workforce.com
9.2
Category 6: Security, Compliance & Data Protection
Insufficient evidence to formulate a 'What We Looked For', 'What We Found', and 'Score Rationale' for this category; this category will be weighted less.
Supporting Evidence
Outlined in published security policies, Workforce.com ensures data protection and compliance with industry standards.
— workforce.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Admin functionality on the mobile app is reported to be limited compared to the desktop version, forcing managers to use a computer for certain tasks.
Impact: This issue had a noticeable impact on the score.
Numerous user reviews cite significant stability issues with the mobile app, particularly on Android, including crashing and freezing during clock-in/out.
Impact: This issue caused a significant reduction in the score.
The 'How We Choose' section for workforce scheduling tools for call centers and support teams is based on a comprehensive evaluation of key factors including product specifications, feature sets, customer reviews, and overall ratings. Important considerations specific to this category include user-friendliness, integration capabilities with existing systems, scalability to accommodate varying team sizes, and the availability of customer support features. Rankings were determined by analyzing data from a variety of sources, including in-depth reviews and customer feedback, as well as evaluating the price-to-value ratio to ensure that selected products provide a balanced offering of functionality and affordability.
Overall scores reflect relative ranking within this category, accounting for which limitations materially affect real-world use cases. Small differences in category scores can result in larger ranking separation when those differences affect the most common or highest-impact workflows.
Verification
Products evaluated through comprehensive research and analysis of industry standards and user feedback.
Rankings based on a thorough analysis of features, customer reviews, and expert ratings in workforce scheduling solutions.
Selection criteria focus on key factors such as integration capabilities, user experience, and scalability for call centers and support teams.
As an Amazon Associate, we earn from qualifying purchases. We may also earn commissions from other affiliate partners.
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Score Breakdown
0.0/ 10
Deep Research
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