Workforce Management in Contact Centers Trailblazers 2025

As Workforce Management (WFM) evolves into a strategic, cross-functional capability, leading providers deliver advanced solutions to help contact centers improve Customer Experience (CX), boost employee engagement, and enhance operational efficiency. This report evaluates 15 technology providers offering advanced WFM solutions tailored for contact center operations.

Providers were assessed across four key dimensions: technology and functional capabilities, market presence and business impact, usability and employee experience, and process coverage and industry applicability. The report outlines each provider’s market presence, industry focus, and client base. It also highlights both existing and planned capabilities, including key differentiators such as AI-driven forecasting, flexible scheduling, predictive analytics, real-time adherence, and employee engagement tools. Additionally, the report provides actionable insights for enterprises aiming to elevate their workforce management strategies and align operational, HR, and customer-facing functions effectively.