User experience with contact center WFM systems
With many WFM systems on the market, choosing the right one means looking beyond features to consider user experience, expectations, and future needs. Factors like ease of use, support, reporting, AI capabilities, and integration all shape satisfaction. Understanding your organization’s goals and where you are in your WFM journey helps ensure a smarter, more strategic choice.
User experience with contact center WFM systems
With a wide array of workforce management (WFM) systems available, it’s essential to consider the real-world experiences of users when evaluating these tools.
Here are the results of the latest survey performed…
For contrast, here is how these results compare to the ratings in popular review pages (as of April 7, 2025).
Users tend to assess WFM platforms based on multiple key factors, including implementation, training, core functionality, ease of use, user interface, customer support, cost, reporting capabilities, data accessibility, built-in automation, AI features, and integration with other systems.
Expectations also play a significant role in shaping user satisfaction. For instance, organizations transitioning from spreadsheets to a WFM system often find almost any dedicated solution to be a major improvement, resulting in lower initial expectations. On the other hand, users migrating from high-end, enterprise-grade WFM platforms typically anticipate a comparable or enhanced experience from their new tool.
It’s also important to recognize that not all WFM solutions aim to compete at the large enterprise level. Some target the mid-market, cater to startups, align closely with specific CCaaS (Contact Center as a Service) providers, or are still in developmental stages with the potential to eventually rival top-tier platforms.
Showcased clients by system:
Aspect / Alvaria: ADT, Aetna, American Airlines, Asurion, BSBC, CVS Health, Comcast, Dell, ebay, Expedia, Geico, Wells Fargo
NICE: Disney, BCBS, Sony, Toyota, Visa, Verizon
Assembled: DoorDash, Clear, Intuit, Robinhood, TaskRabbit, Stripe
Genesys: Adapt Health, Alight, Cathay Pacific, Carestream, Humm, Schneider, Maximus
Calabrio ONE: Shopify, Capital One, Dyson, Netflix, Cazoo, Webhelp, Nationwide, Wix, Paychex
Verint: Google, Instacart, Navy Federal
PlayVox: Angi, Afterpay, Neo Financial
Choosing the right WFM system means balancing current needs with future potential. Whether moving on from spreadsheets or upgrading from a legacy platform, it’s essential to consider not just features and usability, but also emerging capabilities like AI and automation. A well-matched system can boost efficiency today and grow with your business tomorrow.
