CommunityWFM vs SingleComm Workforce
CommunityWFM
communitywfm.com
SingleComm Workforce
singlecomm.comSide by side
| Figure | CommunityWFM | SingleComm Workforce |
|---|---|---|
| Price from | $20/mo | $49/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 3 | 2 |
| Spec score · Call Center Workforce Management Software | 8.8 (#4) | 7.9 (#9) |
| Forecasting | Forecasting analyzes historical data from multiple sources, supports what-if demand analysis and offers six modeling engines. | Its forecasting uses machine-learning models tuned to customer data, seasonality, campaign drivers, demand ranges, and interval confidence levels. |
| Founded | 2005 | 2014 |
| Integrations | Listed technology partners include Amazon Connect, Avaya, Cisco Webex, Five9, Genesys, NICE inContact, RingCentral, Talkdesk, Twilio and Zoom Contact Center. | The maker lists integrations including Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. |
| Legal name | The website footer identifies the maker as Workforce Management Software Group, Inc. | The maker's terms identify the legal entity as SingleComm LLC. |
| Purpose | CommunityWFM provides workforce management software for contact centers, including forecasting, scheduling, and agent availability tools. | Workforce management for contact centers combines AI-driven forecasting, intraday schedule adjustments, skills-based scheduling, real-time adherence, and agent coaching. |
| Rating on Capterra | 5.0 out of 5 from 2 reviews. | 4.1 out of 5 from 7 reviews |
| Rating on G2 | 5.0 out of 5 from 1 review. | 4.3 out of 5 from 4 reviews |
| Rating on GetApp | 5.0 out of 5 from 2 reviews. | 4.1 out of 5 from 7 reviews |
| Scheduling | The scheduling engine supports fixed, floating and rotating schedules, automated bidding, shift swaps and cost-versus-coverage optimization. | Scheduling supports skills and priority rules, fairness and break compliance, and what-if analysis for PTO, trades, and shift changes. |
| Security | CommunityWFM says KirkpatrickPrice audits its controls annually against SOC 2 Type II and GDPR requirements. | The security page states TLS 1.3 encryption in transit, AES-256 at rest, role-based access, SSO, SCIM, MFA, and configurable retention policies. |
| What it does | CommunityWFM provides cloud workforce-management software for contact centers, combining forecasting, scheduling, intraday control and agent collaboration. | SingleComm Workforce is a cloud workforce-management product for contact centers that combines forecasting, scheduling, intraday control, adherence, and coaching. |
Plans
CommunityWFM
- RingCentral AI Workforce Management$20 a month
- EnterprisePriced on request
- EssentialsPriced on request
SingleComm Workforce
- Starting price$49 a month
- SingleComm Workforce ManagementPriced on request
In their own words
CommunityWFM
CommunityWFM is cloud-based workforce management software for contact centers, with tools for forecasting, scheduling and agent availability. It dynamically forecasts and schedules agents across phone, email and chat, and supports interval forecasting, adherence tracking, intraday management, skills-based scheduling and agent self-service. Essentials is positioned for single-site centers with fewer than 100 agents; Enterprise is for larger or multi-site teams of 101 to 10,000 agents. Enterprise adds automated schedule bidding, schedule optimization and intraday re-optimization. Supervisors and agents can collaborate across channels within the software. Active customers 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. Listed integrations include Amazon Connect, Genesys, Five9, RingCentral and Talkdesk; custom integrations can exchange adherence, call volume and payroll data. CommunityWFM says its cloud service runs on Amazon Web Services and undergoes annual SOC 2 Type II and GDPR-standard audits. It was founded in 2005 and is headquartered in Richardson, Texas.
SingleComm Workforce
SingleComm Workforce is a cloud workforce-management platform for contact centers, delivered through a browser; its agent desktop requires no softphone. Forecasting uses interaction history, seasonality, and campaign calendars to estimate demand ranges and interval confidence for calls, chat, SMS, and email. Scheduling handles skills, priorities, fairness, and break-compliance rules, with what-if analysis for PTO approvals, trades, and shift swaps. Supervisors can compare volume with forecasts, receive automatic adjustment recommendations, and extend or release shifts with one click. Adherence follows interaction state and includes a coaching queue plus an agent self-service view. The product page says automated quality assurance scores 100% of calls and can create coaching assignments and scorecards with trend history. Integrations include Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. Event streaming supports Snowflake, BigQuery, and Redshift, with BI connectors for Looker, Tableau, and Power BI. SingleComm lists TLS 1.3, AES-256, SSO, SCIM, MFA, and configurable retention.