SureWFM vs TCN Workforce Management
SureWFM
surewfm.comTCN Workforce Management
tcn.comSide by side
| Figure | SureWFM | TCN Workforce Management |
|---|---|---|
| Price from | $599/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | — | Yes |
| Plans published | 3 | 1 |
| Spec score · Customer Service Workforce Management Software | 7.0 (#12) | 6.8 (#16) |
| Spec score · Contact Center Workforce Management Software | 7.0 (#25) | 6.8 (#28) |
| Agent self-service | Agents can view schedules and standing, bid for shifts using transparent performance tiers, request swaps, and manage leave. | Agents can self-manage shift bids, requests, and swaps, reducing or eliminating management intervention for those tasks. |
| Integrations | Custom integration/API work can connect SureWFM to phone systems, HR or timekeeping systems, and CRMs; standard connectors start at $800 per project. | TCN says its Operator platform integrates with leading CRM systems and APIs; the site lists Salesforce and Zendesk integrations. |
| Purpose | SureWFM is a workforce management platform for contact centers and BPOs covering forecasting, scheduling, agent self-service, and real-time intraday management. | TCN Workforce Management helps contact centres schedule agents and use historical trends to improve productivity and efficiency. |
| Scheduling | Schedules can be automatically generated against a locked forecast, with live required-versus-scheduled coverage, edit guardrails, undo/redo, and locking. | The product brief describes visual schedules with breaks, skill coverage, weekly and daily views, custom activity rules, and weekly or ad-hoc calendar events. |
| Support | Starter includes email support with a two-business-day response, Growth includes priority chat and email with a one-business-day response, and Partner includes same-business-day priority support. | TCN offers 24/7 training and support at no cost, including dedicated account management and implementation assistance. |
Plans
TCN Workforce Management
- Custom pay-per-use pricingPriced on request
In their own words
TCN Workforce Management
TCN Workforce Management helps contact centres forecast demand and schedule agents across voice, chat, email, and SMS. It analyzes historical data to estimate future contact volumes and support staffing and skill decisions. Managers can create unlimited forecasts, choose source data, and adjust efficiency measurements. Visual schedules show breaks, skill coverage, daily and weekly views, custom activity rules, and weekly or ad-hoc events. Agents can manage shift bids, requests, and swaps themselves. Graphical real-time updates compare forecasts with outcomes and display staffing, service levels, and schedule adherence. The product supports demand, volume, omnichannel, and intraday forecasting, plus skills-based scheduling. It is available on the web and through an API, with Salesforce and Zendesk listed as integrations through TCN's Operator platform. Pricing is pay-per-use and available on request, with no monthly minimums, licenses, or long-term contracts. There is no free plan.