---
description: Review of FrontLine Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
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title: FrontLine | Reviews, Pricing & Demos - SoftwareAdvice GB
---

Breadcrumb: [Home](/) > [Contact Centre Software](/directory/4389/contact-center/software) > [FrontLine](/software/562070/FrontLine)

# FrontLine

Canonical: https://www.softwareadvice.co.uk/software/562070/FrontLine

> FrontLine is the operations platform for multi-client contact centres. It sits alongside the CCaaS you already run, not on top of it, and handles everything around the calls: hiring, scheduling, quality, coaching, and what your clients see.

If you run a BPO, an outsourcing operation, or an in-house team supporting several brands, you have probably learned that HR suites and single-employer workforce tools were never designed for your reality: one agent covering two clients this week and three the next, with schedules, QA scores, coaching notes, and reporting that all have to stay separated by client.

FrontLine handles that in the data model rather than with workarounds. Every record carries three levels of scope: your company, your client, and the line of business. That scoping is enforced in the database itself, in user permissions, in the API, and on every screen. When you give a client portal login to your account contact, they see their own agents, their own SLA attainment, and their own quality trend, with no path to anyone else's. You stop keeping a separate spreadsheet per client, and you stop worrying about what a client might see.

The platform covers the full agent lifecycle:

- Recruiting and onboarding: requisitions, candidate pipeline, offers, background and document collection, and task-driven onboarding that starts before day one
- Core HR: employee records, approval-gated changes to sensitive information, leave, and offboarding with exit interviews and knowledge transfer
- Workforce management: scheduling and forecasting by client and LOB, shift bidding and swaps, real-time adherence, intraday alerts, and a supervisor wallboard
- Quality: scorecard builder, evaluations, calibration sessions, disputes, and quality analytics that feed coaching automatically
- Training and coaching: learning paths, certifications, coaching sessions, and skills tracking with expiry and gap analysis
- Engagement: performance reviews, goals, recognition, pulse surveys, and wellbeing check-ins
- Client delivery: a read-and-interact client portal, SLA and KPI dashboards, billable hours, and client invoicing
- Operations support: knowledge base, service desk, internal and customer chat, asset and license inventory, and a compliance dashboard with audit logs, retention rules, and DSAR handling

On the telephony side, native adapters cover Amazon Connect, Genesys Cloud, Five9, Avaya, Twilio Flex, and Zoom Contact Center. Call records flow in, agent state syncs to the wallboard, calls link to QA evaluations, and supervisors can monitor, coach, or barge from inside FrontLine. There is no new dialer to buy and no need to replace what your client mandates.

Security and compliance are part of the product, not an add-on. Tenant isolation is enforced at the database layer, every privileged action writes to an immutable audit log, SOC 2 Type II evidence generation is built in, and the platform is PIPEDA and CCPA aware with data residency in Canada or the United States. The interface is fully bilingual in English and Canadian French.

Getting started is measured in weeks. Most contact centres are live in two to four weeks, with onboarding help that covers data migration, setting up your client and LOB structure, and training your team. Starter includes email support, Growth adds priority support, and Enterprise customers get a dedicated customer success manager, custom SLAs, SSO and SAML, and direct input into the roadmap.

Pricing is per seat and published on our site: Starter at $25 per seat per month for up to 250 seats, Growth at $40 for up to 5,000 seats, and custom Enterprise pricing. Starter is month to month. Every plan starts with a free 90-day trial, and early adopters can lock in 40 percent off.

If you are tired of stitching an ATS, an HRMS, a scheduling tool, and a QA spreadsheet together and reconciling them by hand every month, that is exactly the problem FrontLine was built to retire.
> 
> Verdict: Rated \*\*\*\* by 0 users. Top-rated for **Overall Quality**.

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## About the vendor

- **Company**: FrontLine Software Solutions Inc.

## Commercial Context

- **Starting Price**: US$15.00
- **Pricing model**: Per User (Free Trial)
- **Pricing Details**: FrontLine is priced per seat, per month, with published rates and no per-client add-on fees. Multi-client and multi-LOB scoping is included in every plan.

Starter: $25 per seat/month, up to 250 seats, $350 monthly minimum. Includes core HR and employee records, recruiting, onboarding, workforce scheduling, the client portal, and email support. Month-to-month billing.

Growth: $40 per seat/month, up to 5,000 seats, $1,200 monthly minimum. Adds QA evaluations and scorecards, training and coaching, knowledge base, skills and competency tracking, and priority support. Billed annually.

Enterprise: custom pricing, $50,000 annual minimum, unlimited seats. Includes every module, a dedicated customer success manager, custom SLAs and uptime commitments, SSO and SAML, and direct roadmap input. Billed annually.

Every plan starts with a free 90-day trial. No credit card is required to start, and there is no commitment during the trial. Early adopters can lock in 40 percent off list pricing.

Implementation and onboarding support, including data migration, client and line-of-business setup, and team training, is included rather than sold as a separate professional services engagement. Most customers are live in two to four weeks.
- **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+
- **Deployment & Platforms**: Cloud, SaaS, Web-based
- **Supported Languages**: English, French
- **Available Countries**: Canada, United States

## Features

- API
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Notifications
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- Call Centre Management
- Call Reporting
- Call Routing
- Call Tracking
- Callback Scheduling
- Campaign Management
- Chat/Messaging
- Collaboration Tools
- Computer Telephony Integration
- Customisable Reports
- Data Import/Export
- Email

## Integrations (5 total)

- Amazon Connect
- Five9
- Genesys Cloud CX
- Twilio Flex
- Zoom Contact Center

## Support Options

- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Chat

## Category

- [Contact Centre Software](https://www.softwareadvice.co.uk/directory/4389/contact-center/software)

## Links

- [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/562070/FrontLine)

## This page is available in the following languages

| Locale | URL |
| en | <https://www.softwareadvice.com/product/562070-FrontLine/> |
| en-AU | <https://www.softwareadvice.com.au/software/562070/FrontLine> |
| en-GB | <https://www.softwareadvice.co.uk/software/562070/FrontLine> |
| en-IE | <https://www.softwareadvice.ie/software/562070/FrontLine> |
| en-NZ | <https://www.softwareadvice.co.nz/software/562070/FrontLine> |

-----

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