CommunityWFM provides workforce management software for contact centers, with forecasting, scheduling and agent availability tools. It can forecast and schedule agents dynamically across phone, email and chat, with interval forecasts, adherence tracking, intraday management and skills-based scheduling. Essentials is aimed at small and mid-sized, single-site centers with fewer than 100 agents. Enterprise is for larger or multi-site teams, supports 101 to 10,000 agents and adds automated schedule bidding, schedule optimization and intraday re-optimization. Supervisors and agents can collaborate across channels in the software, while agents can use the Community Everywhere app on iOS and Android to view schedules, request time off and respond to overtime or voluntary time-off offers. Integrations include Amazon Connect, Genesys, Five9, RingCentral and Talkdesk, and custom integrations can pass data such as adherence, call volume and payroll information between systems. The cloud service runs on Amazon Web Services and uses Amazon Relational Database Service. CommunityWFM says it undergoes annual SOC 2 Type II and GDPR-standard audits. Pricing starts at $20/mo.
Who it is for
It suits contact centers that need forecasting, scheduling and agent availability tools, from single-site teams under 100 agents to multi-site operations. Agents who want mobile schedule and time-off tools need to be active CommunityWFM customers.
What is good
- Forecasts and schedules across phone, email and chat
- Enterprise supports up to 10,000 agents
- Agent app supports schedules and time-off requests
- Integrations include Amazon Connect and Genesys
What to know first
- Essentials is limited to fewer than 100 agents
- Community Everywhere requires active customer status
Verdict
CommunityWFM covers contact-center forecasting, scheduling and agent self-service across desktop and mobile workflows. The Essentials and Enterprise tiers target different team sizes, and pricing starts at $20/mo.
CommunityWFM plans and pricing
All plansCompared on call center workforce management software
- Volume forecasting
- Yes
- Forecast granularity
- interval
- Adherence tracking
- Yes
- Intraday management
- Yes
- Skills-based scheduling
- Yes
- Agent self-service
- Yes
- Deployment model
- cloud
