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Daktela WFM

daktela.com

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Spec score 9.3 #1 of 24 in Call Center Workforce Management Software

What it is

Daktela WFM is a shift scheduling tool for omnichannel contact centres, designed to help teams forecast demand, plan agent schedules and monitor coverage. It says a team can schedule hundreds of agents for a month with one click. Forecasts draw on historical contact centre data; optimization uses real-time data, compliance monitoring and a drag-and-drop interface. AI-powered forecasting is marked as coming soon. Agents can submit availability, ask for shift changes, swap shifts and manage leave through an app. Native integration with Daktela PBX Omnichannel uses existing contact centre data and displays schedules in the contact centre interface. A REST API can connect WFM to other applications, including CRM, payroll and time-and-attendance systems. Daktela describes the service as having 24/7 support. The product page lists pricing from €12 per user per month, and the pricing page advertises a 14-day free trial. A free Admin plan is for users without scheduled shifts; the Agent plan is €20 a month and lists AI shift planning, traffic prediction and 24/7 support.

Spec sheet

What it does
Daktela WFM is a contact-centre workforce-management tool for one-click shift scheduling, forecasting and policy compliance.Read 14 Oct 2026 · daktela.com
Purpose
Daktela WFM is a shift scheduling tool built for omnichannel contact centres.Read 30 Sep 2026 · daktela.com
Intended users
The product is positioned for contact centre teams that need to forecast demand, schedule agents, and monitor workforce coverage.Read 30 Sep 2026 · daktela.com
Trial
The product page invites visitors to try a demo for free, while the pricing page advertises a 14-day free trial.Read 30 Sep 2026 · daktela.com
Security
Daktela states that it complies with GDPR and ISO 27001 and regularly conducts external penetration tests on Daktela Cloud.Read 30 Sep 2026 · daktela.com
Support
WFM is described as having 24/7 support, and native contact centre integration provides one SLA and one support phone number.Read 30 Sep 2026 · daktela.com
Headquarters
Prague, Czech RepublicRead 28 Sep 2026 · daktela.com
Founded
2005Read 28 Sep 2026 · daktela.com
Agent flexibility
Agents can submit availability, request shift changes, swap shifts, and manage leave through an app.Read 30 Sep 2026 · daktela.com
Browser support
The documentation supports current Chrome, Firefox, Opera, Safari and Edge versions, including for wallboards.Read 14 Oct 2026 · help.daktela.com
Certification
Daktela says it received ISO 9001:2015 and ISO/IEC 27001:2022 certification from Alcumus ISOQAR with UKAS accreditation.Read 30 Sep 2026 · docs.daktela.com
Company history
Daktela's company history page says the company was established in 2005.Read 30 Sep 2026 · daktela.com
Company profile
LinkedIn lists Daktela as a privately held telecommunications company founded in 2005 with 51–200 employees and headquarters in Prague.Read 14 Oct 2026 · linkedin.com
Contact centre integration
Native integration with Daktela PBX Omnichannel uses existing contact centre data and displays agent schedules in the contact centre interface.Read 30 Sep 2026 · daktela.com
Customization and API
Daktela says its REST API can customize WFM behavior and connect it to other applications, including CRM, payroll, and time-and-attendance systems.Read 30 Sep 2026 · daktela.com
Documentation depth
The help centre contains versioned contact-centre, AI, mobile, desktop, browser-extension, WFM and integration sections plus administrator and troubleshooting guides.Read 14 Oct 2026 · help.daktela.com
Forecasting
Forecasts use historical calls, chats and emails and account for seasonality, trends and one-off spikes.Read 14 Oct 2026 · daktela.com
Integration catalogue
The platform advertises pre-built CRM, e-shop, WFM and back-office integrations, with some enabled directly in the interface.Read 14 Oct 2026 · daktela.com
Legal maker name
The Google Play listing identifies the developer as Daktela s.r.o. in Prague, Czechia.Read 14 Oct 2026 · play.google.com
Limit: Capterra bugs and mobile scope
Capterra reviews mention bugs and an earlier mobile app that lacked the full feature set.Read 14 Oct 2026 · capterra.com
Limit: chat assignment
One G2 reviewer said chats could be assigned to agents already busy on another channel while idle agents did not receive them.Read 14 Oct 2026 · g2.com
Limit: configuration complexity
G2 reviewers report that some technical settings and naming conventions take time to understand and configure.Read 14 Oct 2026 · g2.com
Limit: Trustpilot implementation complaint
A one-star Trustpilot review alleges an unsuccessful mobile-app calling implementation that cost thousands of euros.Read 14 Oct 2026 · trustpilot.com
MCP server
Daktela documents an MCP server that gives AI assistants read-only access and can be self-hosted from an open-source PHP package.Read 14 Oct 2026 · docs.daktela.com
Mobile app
Daktela's Android app provides ticketing, CRM, calls, chats, realtime panels and wallboards and is free with a Daktela licence.Read 14 Oct 2026 · play.google.com
Native contact-centre integration
WFM mirrors users and data from Daktela's omnichannel contact-centre system, avoiding separate user management.Read 14 Oct 2026 · daktela.com
Notable incident
Daktela's status history records an April 14, 2026 outage affecting voice services and cloud connectivity, later resolved.Read 14 Oct 2026 · status.daktela.com
Notable maintenance
The status history records emergency cloud-infrastructure maintenance on May 7, 2026 that could cause short service unavailability.Read 14 Oct 2026 · status.daktela.com
On-premise deployment
Minimum-requirements documentation describes on-premise PBX deployments, firewall rules and patching through Daktela GitLab.Read 14 Oct 2026 · help.daktela.com
One-click scheduling
The product says managers can schedule hundreds of agents for a full month with one click.Read 14 Oct 2026 · daktela.com
Praise: Capterra usability
Capterra reviewers call the interface intuitive and feature-rich and say support fixes reported bugs.Read 14 Oct 2026 · capterra.com
Praise: usability and support
G2 reviewers repeatedly describe Daktela as easy to use, broad in features and backed by responsive customer support.Read 14 Oct 2026 · g2.com
Rating on Capterra
4.3 out of 5 from 3 reviews.Read 14 Oct 2026 · capterra.com
Rating on Chrome Web Store
5.0 out of 5 from 5 ratings.Read 14 Oct 2026 · chromewebstore.google.com
Rating on G2
4.8 out of 5 from 48 reviews.Read 14 Oct 2026 · g2.com
Rating on Google Play
The listing shows 5K+ downloads but does not display a user star rating in the opened page.Read 14 Oct 2026 · play.google.com
Rating on Software Advice
4.3 out of 5 from 3 reviews, with secondary scores of 4.7 ease of use, 5.0 value, 5.0 support and 5.0 functionality.Read 14 Oct 2026 · softwareadvice.com
Rating on Trustpilot
4.4 out of 5 from 13 reviews; the page notes 84% five-star and 8% one-star reviews.Read 14 Oct 2026 · trustpilot.com
REST API details
The V6 API uses HTTP REST, JSON or JSONP serialization and access tokens on requests.Read 14 Oct 2026 · docs.daktela.com
Schedule visibility
Agents can view current schedules in real time through the contact-centre interface.Read 14 Oct 2026 · daktela.com
Scheduling
It says teams can schedule hundreds of agents for an entire month with one click.Read 30 Sep 2026 · daktela.com
SDKs
Official integration documentation lists PHP, JavaScript, Dart, Python, Java and .NET SDKs in addition to the REST API.Read 14 Oct 2026 · daktela.com
Security authentication
The hosted MCP connection uses OAuth 2.0 with PKCE, short-lived scoped tokens and support for MFA and SSO.Read 14 Oct 2026 · docs.daktela.com
Shift optimization
The scheduling interface combines real-time data and compliance monitoring with drag-and-drop changes.Read 14 Oct 2026 · daktela.com
System requirements
Daktela recommends a PC with at least a 2.0 GHz four-core CPU and 8 GB RAM, or a MacBook with 8 GB RAM.Read 14 Oct 2026 · help.daktela.com
Time-off and swaps
Agents can submit availability, request leave, swap shifts and handle part-time exceptions in the scheduling tools.Read 14 Oct 2026 · daktela.com
WFM API extensibility
Daktela says its REST API can change WFM behaviour and exchange data with CRM, payroll and time-and-attendance systems.Read 14 Oct 2026 · daktela.com

Plans and prices

Admin Free Free; full management and planning setup at no extra cost. For users without scheduled shifts Read 30 Sep 2026 · daktela.com
WFM Admin Free included with licence Full management and planning setup Read 14 Oct 2026 · daktela.com
SMS €12 a month per user/month, excl. VAT Two-way messaging · templates · automatic replies Read 14 Oct 2026 · daktela.com
Webchat €15 a month per user/month, excl. VAT Scalable chatbot · brand customisation · real-time and click-to-call Read 14 Oct 2026 · daktela.com
Agent €20 a month €20 / month; the page does not state a billing interval beyond monthly pricing. AI shift planning · traffic prediction · 24/7 support Read 30 Sep 2026 · daktela.com
WFM Agent €20 a month per agent/month AI shift planning · traffic prediction · 24/7 support Read 14 Oct 2026 · daktela.com
Social €25 a month per user/month, excl. VAT Messenger, WhatsApp and Instagram · comment management · reply templates Read 14 Oct 2026 · daktela.com
Email €30 a month per user/month, excl. VAT Advanced templates · unlimited mailboxes · automatic distribution Read 14 Oct 2026 · daktela.com
Voice €30 a month per user/month, excl. VAT Inbound/outbound calls · unlimited concurrent calls · routing and recording Read 14 Oct 2026 · daktela.com
Omnichannel €86 a month per user/month, excl. VAT Voice, email, webchat, SMS and social · one thread and history Read 14 Oct 2026 · daktela.com

Every Daktela WFM plan and price →

Strong points and limits

Strong points

  • Schedules can cover hundreds of agents for a month.
  • Optimization uses real-time data and compliance monitoring.
  • Agents can manage leave and shift swaps in an app.
  • REST API connects to CRM and payroll applications.

Limits

  • AI-powered forecasting is marked as coming soon.
  • Free Admin plan is for users without scheduled shifts.
  • Agent plan costs €20 a month.

Who it suits

It suits contact centre teams that need demand forecasts, agent scheduling and workforce coverage monitoring. Agents can also use its app for availability, shift changes, swaps and leave.

Daktela WFM in depth

Read the full write-up

Overview

Daktela WFM brings contact-centre forecasting, agent scheduling and workforce coverage monitoring into one product. It suits operations coordinating large agent teams, particularly those already using Daktela’s contact-centre platform. Its strongest case is the native connection between schedules and contact-centre data; teams that require AI-powered forecasting today should look elsewhere.

Daktela says managers can schedule hundreds of agents for a full month in one action. That promises a practical advantage for large teams, while the contact-centre focus makes it a less natural choice for general-purpose staff rota planning. Daktela was established in 2005 and is headquartered in Prague, Czech Republic.

Key features

Forecasting and schedule optimization

Demand and volume forecasts use historical contact-centre data to inform coverage planning. Schedules can be optimized using real-time data, with compliance monitoring and a drag-and-drop interface; skills-based scheduling is also included. These tools address the operational work of matching agent coverage to contact-centre needs, but AI-powered forecasting is marked as coming soon rather than a current capability.

Agent self-service

Agents can submit availability, request changes, swap shifts and manage leave through an app. That gives staff a direct route for routine scheduling requests instead of making managers handle every adjustment.

Integration, customization and security

Native integration with Daktela PBX Omnichannel draws on existing contact-centre data and displays schedules in the contact-centre interface. For teams using that platform, a shared operating context and one SLA and support phone number are meaningful advantages. The REST API can tailor WFM behavior and connect it with CRM, payroll, and time-and-attendance systems, which gives other business systems a path into the workflow.

Daktela states that it complies with GDPR and ISO 27001, regularly conducts external penetration tests on Daktela Cloud, and holds ISO 9001:2015 and ISO/IEC 27001:2022 certification from Alcumus ISOQAR with UKAS accreditation. WFM is described as having 24/7 support.

Pricing

The pricing note gives a starting price of €12/user/mo and a 14-day free trial. The product page also invites visitors to try a free demo. Those are distinct routes to evaluate the product; the trial is time-limited, while the demo is presented as a separate offer.

PlanPriceWhat it includesBest fitAdminfreeFull management and planning setup at no extra cost; intended for users without scheduled shifts.Administrators who need to manage planning but do not work scheduled shifts.Agent€20 a monthAI shift planning, traffic prediction and 24/7 support.Agents using the paid feature set; the stated price is monthly, with no further billing interval given.The free Admin plan is not a free version for scheduled agents: its intended users do not have shifts. The paid Agent plan is the relevant option for agents needing shift planning and traffic prediction. The stated starting price and the listed Agent plan price differ, so buyers should confirm which applies to their intended deployment before committing.

Platforms

Daktela WFM supports Android, iOS, macOS, web and Windows, with API access also listed. This mix serves teams using mobile apps as well as desktop and browser workflows.

Who it's for

Choose Daktela WFM if your contact-centre operation needs demand forecasting, agent schedules and coverage monitoring, especially if it already runs Daktela PBX Omnichannel and values schedules within the contact-centre interface. Its API connections may also suit teams bringing CRM, payroll or time-and-attendance systems into their process. It is a weaker fit for organizations seeking a general workforce rota product or requiring AI-powered forecasting now.

Pros and cons

Pros: Native Daktela contact-centre integration uses existing data and puts schedules in the contact-centre interface.

Pros: Agent self-service covers availability, shift changes, swaps and leave, reducing dependence on managers for routine requests.

Pros: The REST API supports connections to CRM, payroll and time-and-attendance systems.

Cons: AI-powered forecasting is still marked as coming soon, so it cannot meet a requirement for that capability today.

Cons: The free Admin plan is intended for users without scheduled shifts, so it does not provide a free agent scheduling tier.

Cons: The pricing note starts at €12/user/mo, while the Agent plan is shown at €20 a month; buyers need to establish which price applies to their setup.

Alternatives

Dialpad WFM is worth considering for Dialpad users who want WFM added to their plan or as a standalone product; pricing is discussed with a Customer Success Manager.

Naumen Workforce Management is a paid alternative with a free trial and a Base WFM plan from 30,000 RUB per month, including 20 users, load forecasting and automatic scheduling. It may suit a team that wants those bundled features at a stated monthly price.

CommunityWFM offers an Essentials plan for contact centres with fewer than 100 agents at a single site, and an Enterprise plan for teams of 101–10,000 agents and multiple sites; both have custom pricing. Its stated size and site bands make it a candidate when those distinctions match your operation.

Pipkins Vantage Point requires a sales contact for pricing and availability.

Genesys Cloud Workforce Management offers workforce management, employee performance, forecasting, scheduling and WEM capabilities in its Genesys Cloud CX 3 plan at $155 a month per user billed annually. It is a priced option to compare if that bundle matches your needs.

QStory Workforce Management is another paid option, with plans discussed directly with QStory and no amount published.

RingCX AI Workforce Management has a RingCX plan at $65 a month with unlimited minutes, core contact-centre features and AI tools. Consider it when that broader stated package is a better match than Daktela’s contact-centre scheduling focus.

Aspect Workforce uses per-seat pricing tailored to team size, with a custom quote.

For broader comparisons, browse Call Center Workforce Management Software, Contact Center Workforce Management Software, Customer Service Workforce Management Software and WhatsApp Customer Service Software.

Verdict

Daktela WFM is a strong fit for contact-centre teams that need forecasting, scheduling and agent self-service, with a particularly compelling case for users of Daktela PBX Omnichannel. Its integration and API options support a connected workforce workflow. Look elsewhere if AI-powered forecasting is essential today, or if you need a free plan for agents with scheduled shifts.

Verdict

Daktela WFM combines contact-centre scheduling with agent self-service and connections to contact-centre and business systems. Note that AI-powered forecasting is not yet presented as available, and compare the free Admin plan’s intended use with the paid Agent plan.

Where Specifiction places it

Alternatives to Daktela WFMAll alternatives →