Solutions Workforce Engagement Management Solutions

Workforce management software

Workforce management

Maximise forecasting accuracy, automate scheduling, and improve service levels while reducing cost and burnout.

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Our workforce management solutions

AI-powered forecasting & demand planning

Create more accurate forecasts to match customer demand.

Intraday accuracy

Predict intraday and seasonal volumes across channels

Data-driven planning

Leverage AI to analyse historical and real-time data

Scenario modelling

Model multiple scenarios to prepare for unexpected events

SLA alignment

Improve SLA performance while avoiding overstaffing

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Managing Vulnerable Customers

Our workforce management solutions

Automated scheduling & intraday management

Take the guesswork out of scheduling and give agents flexibility.

Skill based shifts

Automate shift creation based on agent skills, availability, and forecasts

Real time re-optimisation

Real-time schedule adherence and re-optimisation

Agent self-service

Self-service options for shift swaps, holiday booking, and notifications

Adherence tracking

Improve agent satisfaction while maintaining coverage

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Our workforce management solutions

Real-time performance monitoring

Stay in control with live insight into service and team performance.

KPI dashboards

Track KPIs such as adherence, occupancy, and shrinkage in real time

Gap detection

Quickly identify staffing gaps and resolve issues proactively

Supervisor dashboards

Supervisor dashboards with real-time alerts

Multi-site oversight

Improve visibility and operational control across locations

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Our workforce management solutions

Integration with back office and CX systems

Connect WFM to your broader operational ecosystem.

HR/payroll

Seamless integration with payroll and HR platforms for accurate data flow

CRM alignment

Sync with CRM and CX tools to align customer demand with resource allocation

Less manual effort

Reduce manual effort and eliminate duplication

Hybrid support

Support remote, hybrid, and multi-site teams with confidence

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The impact

The impact of workforce management solutions

Lower costs

Cut inefficiency and overtime.

Higher SLAs

Staff to demand reliably.

Happier agents

Improve flexibility and balance.

Hybrid ready

Orchestrate multi-site workforces.

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Workforce management products

Calabrio ONE

An all-in-one workforce engagement suite that combines call recording, quality management, analytics, and WFM. Simplify operations and gain actionable insights to improve efficiency and customer experience.

Calabrio Workforce Management

AI-driven forecasting and scheduling to keep the right people in the right place at the right time. Boost efficiency, reduce staffing costs, and improve employee engagement with flexible self-service tools.

NICE CXone Workforce Management

AI-powered forecasting and scheduling designed for modern, flexible contact centres. Optimise staffing, empower agents with self-service tools, and balance efficiency with employee wellbeing.

NICE Employee Engagement

Part of the NICE Workforce Engagement suite, this solution helps improve employee satisfaction and retention. Leverage tools for coaching, performance management, and engagement to build motivated, high-performing teams.

NICE IEX Workforce Management

Industry-leading WFM trusted by the world’s largest contact centres. Deliver precise forecasting, real-time adherence, and flexible scheduling to optimise staffing and improve agent engagement.

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Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

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Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

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Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

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Compliance first

Our solutions are built to meet the highest regulatory standards.

Empower your teams. improve performance.

Speak to our specialists today and discover how Business Systems’ Workforce Management software can help you reduce costs, improve customer service, and build a more resilient and engaged workforce.

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Frequently asked questions

Your answers

WFM software is used to forecast customer demand, schedule staff efficiently, track real-time performance, and manage resources across teams and channels.

It reduces manual planning, improves schedule accuracy, enhances adherence, and helps ensure that teams are deployed in the most effective way—reducing costs and improving service quality.

Yes. Our WFM solutions integrate seamlessly with payroll, HR, and other key systems to automate processes and improve data accuracy.

Absolutely. Our platform supports flexible scheduling, remote team oversight, and self-service functionality for agents working in hybrid or remote environments.

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Let’s transform your organisation together

Ready to enhance efficiency, drive customer satisfaction, and future-proof your operations?

Get in touch with our expert consultants to discover how Business Systems can help your organisation thrive.

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