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Deliver outstanding service with contact center workforce management software

Vonage partners with workforce management solutions to optimize your contact center resources by combining scheduling and forecasting. Add the Vonage contact center management system reporting—to help maximize both productivity and customer service levels.

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Workforce Management

Optimize omnichannel support

Fuse contact center infrastructure voice channel with Salesforce digital channels to optimize omnichannel support

Take action in real-time

Use real-time agent adherence statistics to manage your teams as effectively as possible, giving you the best opportunity to meet service levels

Meet your service level goals

Provide the right number of agents, with the right skills to handle predicted call volumes to achieve designed SLAs

A single vendor advantage

Enjoy the added benefit of purchasing a complete contact center workforce management solution from a single vendor – easier purchasing, simpler supplier management and support model
Illustration of contact center agent in front of laptop browser with dialing pad app on screen.
Elevate your customer experience

Workforce management software for the modern contact center

Workforce Management (WFM) solutions relay the data you have available and use it to improve the accuracy of your forecasts and create schedules that are just right for your organization and service level goals. Traditionally, WFM solutions meant large upfront costs and ongoing maintenance, but with Vonage Contact Center, you can:
  • Remove the upfront costs and burden on IT resources
  • Analyze omnichannel data from your contact center infrastructure and Salesforce to create accurate forecasts
  • Immediately adjust your schedules to meet your changing needs or respond to the unexpected with intraday tracking of trends
Employees viewing reports, dashboards, metrics

Verint® Workforce Management Professional

Combine the Vonage Contact Center for Salesforce platform and Verint® Workforce ManagementTM (WFM) Professional to take positive steps towards balancing the cost vs. service dilemma using the most accurate data source possible: your own contact center data.

  • Make the implementation and everyday use far simpler for your teams
  • With Verint WFM Professional solution for contact centers and help desks, you can use your historical activity and apply it to the future

  • Analyze omnichannel data from both your contact center infrastructure and Salesforce to create accurate forecasts
Verint Workforce Screenshot on a Desktop computer

Verint® Workforce Management Enterprise

For larger and more complex contact centers, Vonage provides the Verint Workforce Management Enterprise solution to simplify the complex task of forecasting and scheduling.
  • Visibility and real-time guidance for enhancing customer service processes and workforce performance

  • Omnichannel intelligence helps make better, faster, and easier decisions to optimize customer engagement and employee productivity, drive revenue and competitive advantage, and enhance compliance and security

  • A unified, mature workforce optimization platform, with best-of-breed functionality, simplified system administration and maintenance, intuitive interfaces and navigation, and reduced TCO

  • World-class expertise in global implementation, project management, and technical specialisms available to accelerate and increase ROI

Calabrio Laptop

Calabrio Workforce Management

Thanks to Calabrio Workforce Management (WFM) and Vonage, you’ll access innovative tools to easily plan and manage your contact center operation. And agents will enjoy the autonomy and flexibility to manage their work-life balance.

  • Blend customer behavior and changing conditions to create accurate forecasts and precise yet flexible schedules

  • Streamline workflows and build schedules with rules-based automation


  • Respond to changes in real-time with dynamic intraday scheduling tools

  • Manage voluntary time off and overtime processes and fill overtime opportunities and additional hours in real-time with AI automation


  • Empower agents through self-scheduling while maintaining staffing-level requirements



injixo Workforce Management

Connect your Vonage data with injixo WFM to enable a powerful workforce management ecosystem. With our native Vonage integration, you’ll benefit from a seamless experience between the data you trust and the injixo user-friendly WFM software:


  • Predict your workload with smarter, fully-automated forecasting

  • Save time with easy scheduling that meets your demand

  • Manage schedule adherence with a real-time data connection


Contact center workforce management features

A single, pre-integrated platform from a single vendor seamlessly connects your WFM and telephony.
Consistently optimize schedules to meet service level agreements.
More accurately predict upcoming traffic by using existing rich data.
Properly staff your team based on accurate forecasting.
Integrating WFM with Vonage allows for greater detail in agent adherence. This highlights who is available to take a call at any point.
Conveniently combine automatic scheduling with accurate forecasting.
Verint WFM Professional Datasheet
Verint Workforce Management Enterprise Datasheet
Vonage Contact Center and injixo Datasheet

Contact a Vonage expert.

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