--- title: "Workforce Optimization (WFO) Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Workforce Optimization (WFO) Software - reviews, pricing plans, popular comparisons to other Call Recording products and more." source_url: "https://www.capterra.com/p/225152/Monet-Live-WFO/" page_type: "product" language: "en" --- # Workforce Optimization (WFO) Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 17, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) Workforce Optimization (WFO) ## What is Workforce Optimization (WFO)? Workforce Optimization (WFO) is a user-friendly, cloud workforce optimization solution that provides an ACD neutral option for businesses looking to improve their contact center and help desk operations. With over 65 integrations including Salesforce. Workforce Optimization (WFO) was specifically created for customers looking to implement an omnichannel SaaS workforce engagement solution. ## What is Workforce Optimization (WFO) used for? [Call Center Workforce Management](https://www.capterra.com/call-center-workforce-management-software/)[Workforce Management](https://www.capterra.com/workforce-management-software/)[Contact Center](https://www.capterra.com/contact-center-software/) Top alternative Featured Overall rating Based on 19 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Workforce Optimization (WFO)?[Manage this product listing](https://www.g2.com/products/workforce-optimization-wfo/claim_requests/new?auto=true) ## Workforce Optimization (WFO) Overview Updated September 2026 AI summary Workforce Optimization (WFO) supports contact centers and service desks of all sizes with cloud-based tools for call recording, monitoring, and workforce management. It offers features such as automated call distribution, computer telephony integration, employee scheduling, and performance metrics, helping organizations oversee agent performance, forecast staffing, and maintain quality standards in customer interactions. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Workforce Optimization (WFO) 4.4 (19) VS. [4.8 (253)](https://www.capterra.com/p/142813/Insightful/reviews/) Starting Price Contact vendor Starting Price $8 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (19) Ease Of Use 4.8 (580) Value For Money 4.4 (16) Value For Money 4.7 (419) Customer Service 4.2 (19) Customer Service 4.8 (482) ## Workforce Optimization (WFO) alternatives [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) [4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/) Starting price $110.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) [Assembled](https://www.capterra.com/p/195644/Assembled/) [4.7 (85)](https://www.capterra.com/p/195644/Assembled/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/195644/Assembled/) [Calabrio ONE](https://www.capterra.com/p/110588/Calabrio-One-Suite/) [4.5 (263)](https://www.capterra.com/p/110588/Calabrio-One-Suite/reviews/) Starting price $295.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/110588/Calabrio-One-Suite/) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) [4.3 (269)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Starting price $75.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 87% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/179417/Genesys-Cloud/) [View all alternatives](https://www.capterra.com/p/225152/Monet-Live-WFO/alternatives/) ## FAQs about Workforce Optimization (WFO) Overview ### Which roles and teams benefit most from Workforce Optimization (WFO)? Workforce Optimization (WFO) benefits workforce managers, analysts, supervisors, and customer service leaders most. Contact center teams use it to forecast staffing, schedule agents, track performance, and improve service levels. Operations managers, support leads, and directors rely on it for quality monitoring, productivity insights, and better customer experience outcomes. Answer based on 19 reviews Overview ### What company size and specific industries is Workforce Optimization (WFO) built for? Workforce Optimization (WFO) is designed for contact centers and help desks in any industry that have more than 40 agents. It fits organizations that need workforce management support at a scale beyond small teams, regardless of sector, as long as they operate a service desk or customer contact center. Features and Usability ### What are the key features of Workforce Optimization (WFO)? Workforce Optimization (WFO) offers call center management features such as automated routing, automatic call distribution, inbound and outbound call center support, and computer telephony integration. It also includes workforce management tools like employee scheduling, time & attendance, budgeting/forecasting, labor forecasting, reporting/analytics, call recording, call monitoring, quality management, and performance metrics. Getting Started and Support ### What training and onboarding options does Workforce Optimization (WFO) offer? Workforce Optimization (WFO) provides in person training, live online sessions, webinars, documentation, and videos. In person and live online formats support guided instruction, webinars present scheduled group learning, documentation offers written reference material, and videos provide visual, self-paced review of product features and steps. Getting Started and Support ### What customer support options does Workforce Optimization (WFO) offer? Workforce Optimization (WFO) provides email/help desk, FAQ/forum, knowledge base, and phone support. Support information is organized across self-service resources and direct contact channels, giving users multiple ways to find answers or request help when needed. ## Features AI summary Based on 2,775 Call Recording reviews Capterra reviewers highlight these as the features buyers care about most when choosing call recording software: - **Recording** (**61%** of reviewers rated this feature as critical) - **Call Transcription** (**55%**) - **Conferencing** (**42%**) Workforce Optimization (WFO) supports **Recording**, which gives teams a dependable way to capture customer interactions for review, compliance, and quality checks. However, it does not include **Call Transcription** or **Conferencing**. Instead, it offers other important capabilities that reviewers also value, including **Call Center Management** (**49%**) and **Call Monitoring** (**44%**), helping businesses oversee agent activity, track service quality, and improve day-to-day call operations. Call Monitoring 1.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Labor Forecasting 4.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Predict labor requirements based on past and present data/trends Performance Metrics 4.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Reporting/Analytics 3.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Budgeting/Forecasting 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Create budgets based on historical data and future projections Call Recording 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Workforce Optimization (WFO) 21 features ### All Features - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Budgeting/Forecasting: Create budgets based on historical data and future projections - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Data Import/Export: Import and export data to and from software applications - Employee Scheduling: Assign working shifts or tasks to employees based on their availability - For Call Centers: Designed for call centers - Interaction Tracking: Track interaction history by documenting conversations for contacts - Labor Forecasting: Predict labor requirements based on past and present data/trends - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - On-Demand Recording: Record the audio of phone conversations for quality assurance purposes - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Recording: Record live video calls to play later - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Time & Attendance: Track and manage employee's work hours to improve payroll accuracy - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.4 (19) 4.4 Based on 19 reviews ## Pricing Value for money 4.4 (16) ### Starting price Free trial not available Value for money 4.4 (16) 4.4 Based on 16 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.2 (19) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.2 (19) 4.2 Based on 19 reviews ## User reviews Overall rating 4.4 Based on 19 reviews Filter by rating 5(13) 4(3) 3(1) 2(1) 1(1) Mentioned topic Sorted by most recent SE Samantha E. Agent Financial Services ### "Good tool for its cost" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 November 17, 2025 Overall it is a great tool and priced well and gets all scheduling needs handles for the company and the employees Pros I think that we can integrate shift bidding and the annual calendar into it for employee use. It is also easy to use Cons The system can be slow and finicky and the fact that it isn’t web based means when the server is down so is wfo Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AS Alyssa S. Account Manager Health, Wellness and Fitness ### "Great Resource" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 8, 2024 Pros Very user friendly and easy to navigate. Cons Too many features that make it harder to decide best usage. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) To have a company wide interface that all departments could have access to Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor July 10, 2024 Hi Alyssa – thank you for taking the time to write a 10/10 review for Verint Workforce Management! Glad to hear that you found the solution easy to use and navigate and that it provides convenient access across your company. If you’re looking to further your knowledge in features or need an overview on which ones to use, check out Verint Academy for on-demand learning options. You can also tune into Verint Connect to access support, content and discuss best practices with other Verint customers. Keep up the great work! Cheers BG Bernard G. Cloud Consultant Telecommunications ### "Excellent fully featured WFO " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 6/10 July 21, 2020 I implemented this with an avaya on-premise call center Pros This is a great solution for Avaya as Avaya recommends them and has worked with them on so many engagements. Cons Verint is not as compete as Nice Incontact as it doesn’t have the same level of cloud CCaaS. It is still one of the best Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DH Debra H. Analyst Higher Education ### "I loved it but they changed it and now there are so many errors." 2.0 Overall Rating 2.0 2.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 2/10 January 31, 2020 It needs to fix the bugs. It would be a great program if they could stop the problems it has. Pros It is an easy software to use, it's almost fun. The problem was when they 'improved it'. Now, it doesn't work well. So many errors, it takes m twice as long to do a job that I could do in two hours. There is a glitch in the new edition and it simply doesn't work. It needs fixing. The first edition was so much better Cons Problems. Calls that drop. Calls midway through. the system does record the call, the call is halfway through. With the older version, this didn't happen. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. PG Paula G. quality analyst Consumer Services ### "Verint issues" 1.0 Overall Rating 1.0 1.0 Ease of Use 3.0 3.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 2/10 January 11, 2020 We are helping our customers improve their customer service agents. Pros It is easy to use when it works. It has not worked properly for 3 weeks now. Cons I listen to prerecorded calls on this system and many calls have missing parts of the call or there are two calls overlapping. Those calls have to be abandoned instead of being able to audit them. Cutting into my production. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Derek N. Supervisor Non-Profit Organization Management ### "Call Monitoring Program" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 November 25, 2019 Overall it is an effective tool to monitor employees on the phones in a call center, we just recently got speech analytics in this program so it is doing a lot of the work for us. I will be interested to see in the future just how advanced this program gets. Pros We use this for live and historical call monitoring. It is nice because our company has evaluation sheets built in that calculate scores which make it easy to go over with employees Cons Sometimes it crashes and kicks me out, seems as if the newest version came with a lot more features, but the previous version worked a a lot better for the basic things I need to do in my role. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JY Jade Y. Csr Telecommunications ### "Verint" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 5.0 5.0 Customer Service 1.0 1.0 Likelihood to Recommend 5/10 August 11, 2019 Pros It's great to have the mobile version for scheduling purposes. The mobile is quick and easy to navigate. Cons The desk top version I think needs to be streamlined. Seems hard to navigate. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor August 20, 2019 Thank you for your feedback. We are continually improving the Verint Monet product for our customers. To find out about new updates we've made, please reach out to our team at info.smb@verint.com. Brandyn N. Operations Manager Consumer Goods ### "Love Monet!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 May 7, 2019 Used Monet when I was part of the WFM Team at Compassion International. Pros Software is super easy to use and has some of the best functionality in the WFM Software industry! Forecasting is top notch within the Monet System! The interface is very professional looking and appealing. Cons Nothing comes to mind. Every interaction with Monet customer support was top notch. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RS Rochelle S. Customer Service Representative Hospital & Health Care ### "Excellent Software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 3, 2018 My overall experience with Monet has been nothing short of amazing. I was new to our Workforce Management team, and learning Monet was a breeze. I believe I was able to use Monet with confidence in a little over a week! Pros The software is user friendly. The User Interface is very organized, and has fast/easy access to each section. Cons The only con I have with Monet is CSRs cannot withdraw their own PTO requests, once the request is approved. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JD Joshua D. Senior Workforce Analyst Health, Wellness and Fitness ### "Joshua Davis" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 1, 2018 The forecasting is great and very easy to use Pros ease of use, great value, really like the new long term forecasting feature Cons the PTO features, or lack there of, needs improving Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/225152/Monet-Live-WFO/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.