Eleveo Workforce Management vs SingleComm Workforce
Eleveo Workforce Management
eleveo.com
SingleComm Workforce
singlecomm.comSide by side
| Figure | Eleveo Workforce Management | SingleComm Workforce |
|---|---|---|
| Price from | — | $49/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 1 | 2 |
| Spec score · Customer Service Workforce Management Software | 7.5 (#10) | 7.9 (#6) |
| Spec score · Contact Center Workforce Management Software | 7.5 (#19) | 7.9 (#14) |
| Spec score · Call Center Workforce Management Software | 7.5 (#16) | 7.9 (#9) |
| Adherence | The product provides standard and real-time schedule adherence with immediate notifications when an agent is out of adherence. | Adherence tracking is tied to interaction state, with outlier coaching queues and an agent self-service adherence view. |
| Deployment | Eleveo supports on-premises, hybrid, and cloud deployment methodologies. | The product is presented as a browser-based cloud service; no self-hosting or native download is documented on the opened maker pages. |
| Forecasting | The product provides multichannel forecasting and forecasting adjustments using historical data. | Its forecasting uses machine-learning models tuned to customer data, seasonality, campaign drivers, demand ranges, and interval confidence levels. |
| Founded | 1999 | 2014 |
| Integrations | Eleveo lists integrations with Cisco, Genesys Pure Engage, Amazon Connect, Microsoft Teams, Unify OpenScape Xpert, and AudioCodes. | The maker lists integrations including Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. |
| Purpose | Eleveo WFM helps contact centers maintain the right number of agents with the right skills at the right time. | Workforce management for contact centers combines AI-driven forecasting, intraday schedule adjustments, skills-based scheduling, real-time adherence, and agent coaching. |
| Scheduling | Scheduling includes multi-skill and multi-channel scheduling, AI-powered auto scheduling, drag-and-drop editing, and remote or on-site agent scheduling. | Scheduling supports skills and priority rules, fairness and break compliance, and what-if analysis for PTO, trades, and shift changes. |
| Security | Eleveo reports regular security screening, internal-process audits, vulnerability scans, SOC2 assessment, AWS Foundational Security Best Practices, CIS Benchmark, OWASP ASVS Level 3, and OWASP Top 10 reviews. | The security page states TLS 1.3 encryption in transit, AES-256 at rest, role-based access, SSO, SCIM, MFA, and configurable retention policies. |
| Support | Eleveo provides regional support by phone and email, and its pricing page says support and professional services are included in the licensing cost. | The product page links to a SingleComm Jira Service Management customer support portal. |
Plans
Eleveo Workforce Management
- Workforce Optimization SuitePriced on request
SingleComm Workforce
- Starting price$49 a month
- SingleComm Workforce ManagementPriced on request
In their own words
Eleveo Workforce Management
Eleveo Workforce Management helps contact centers plan staffing around multichannel demand and agent skills. It uses historical data for forecasting and supports forecast adjustments. Scheduling includes multiple skills and channels, AI-powered automatic scheduling, drag-and-drop editing, and remote or on-site agents. Managers can track standard and real-time schedule adherence, with immediate notifications when an agent falls out of adherence. Agents can submit PTO requests, swap shifts, view schedules by day, week or month, and sync them through iCalendar. The application supports Chrome, Edge, Firefox and Safari, and deployment options include on-premises, hybrid and cloud. Listed integrations include Cisco, Genesys Pure Engage, Amazon Connect, Microsoft Teams, Unify OpenScape Xpert and AudioCodes. The Webex Contact Center integration transfers historical demand and agent performance data, and supports user synchronization and single sign-on. Forecasting requires historical data in Eleveo's CSV format at 15-minute intervals or an automatic importer; without it, forecasting is not fully functional. Pricing is on request, with support and professional services included in the licensing cost.
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.