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Dialpad WFM

wfm.dialpad.com

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Spec score 8.3 #5 of 24 in Call Center Workforce Management Software

What it is

Dialpad WFM is workforce management software for contact centers. It forecasts demand across queues, inboxes, and channels, then schedules shifts around operational needs. Forecasts use 12 months of historical voice and SMS data from a connected Dialpad account; for supported customer-service integrations, they typically take around 72 hours to generate. Its dashboard refreshes every minute with agent activity and queue coverage, and lets teams edit schedules and redeploy agents. Reports cover adherence, occupancy, and productivity when integrations are set up and schedules are published. The product supports intraday management, skills-based scheduling, and agent self-service. Listed service integrations include Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer, and Talkdesk. Calendar tools include time-off integration and one-way Outlook syncing into WFM. Dialpad says the software can see contact volumes but not message content, which is redacted during collection. It runs on Android, iOS, macOS, web, and Windows, with cloud deployment and APIs for schedule and performance data. Pricing is on request.

Spec sheet

What it does
Dialpad WFM helps contact centers forecast demand, schedule shifts, monitor staffing and performance, and manage intraday operations.Read 15 Oct 2026 · help.dialpad.com
Purpose
Dialpad WFM forecasts contact demand, schedules shifts, and tracks agent performance for contact centers.Read 3 Oct 2026 · help.dialpad.com
Intended users
Dialpad describes WFM as a workforce management product for contact centers and says it is available to Dialpad users and as a standalone product.Read 3 Oct 2026 · help.dialpad.com
API
WFM APIs provide schedule and agent performance data, with access through the Dialpad API or legacy Surfboard API depending on customer type.Read 3 Oct 2026 · help.dialpad.com
Security
Dialpad states that WFM is SOC 2 compliant; its security page also describes TLS encryption in transit and AES 256-bit encryption at rest for Dialpad application data.Read 3 Oct 2026 · help.dialpad.com
Compliance
Dialpad states that it is SOC 2 Type II compliant and supports SAML and SCIM single sign-on integrations.Read 15 Oct 2026 · dialpad.com
Headquarters
San Ramon, California, USARead 28 Sep 2026 · wfm.dialpad.com
Founded
Dialpad was founded in 2011.Read 15 Oct 2026 · linkedin.com
Acquisition
Dialpad's WFM product is based on its acquisition of Surfboard, which Crunchbase lists as Dialpad's most recent acquisition.Read 15 Oct 2026 · crunchbase.com
Agent self-service
Agents can view shifts and activity plans, review historical performance metrics, submit schedule changes and manage time-related tasks.Read 15 Oct 2026 · help.dialpad.com
API access requirement
Access to the WFM API requires contacting a Customer Success Manager for a secure access token.Read 3 Oct 2026 · help.dialpad.com
API architecture
Dialpad customers use Dialpad APIs for performance data, while standalone or legacy Surfboard customers use the legacy Surfboard API.Read 15 Oct 2026 · help.dialpad.com
API authentication
API access requires a bearer token supplied by a Customer Success Manager.Read 15 Oct 2026 · help.dialpad.com
API data
The WFM APIs expose schedule data plus performance metrics broken down by activity and agent.Read 15 Oct 2026 · help.dialpad.com
Automatic scheduling
Dialpad markets automated shift and activity scheduling, round-robin rotations, availability controls and bulk or real-time edits.Read 15 Oct 2026 · help.dialpad.com
Chrome extension scope
The Chrome extension supports click-to-call, texting, call-center status, contacts and communication history without leaving supported websites.Read 15 Oct 2026 · chromewebstore.google.com
Company headquarters
Dialpad's primary headquarters is listed at San Ramon, California, United States.Read 15 Oct 2026 · linkedin.com
Company legal name
The legal entity is Dialpad, Inc.Read 15 Oct 2026 · crunchbase.com
Company size
LinkedIn lists Dialpad in the 1,001–5,000 employee range.Read 15 Oct 2026 · linkedin.com
Coverage planning
Forecast volumes are combined with service-level and productivity assumptions to calculate required agent coverage.Read 15 Oct 2026 · help.dialpad.com
Customer-service integrations
WFM integrates with Dialpad and nine other CRM or customer-service platforms for contact-volume data.Read 15 Oct 2026 · help.dialpad.com
Data access
The integrations page says WFM can see contact volumes but not message content, which is redacted when data is collected.Read 3 Oct 2026 · help.dialpad.com
Developer tooling
Dialpad publishes developer documentation and supports OAuth access for its broader Connect, Sell and Support APIs.Read 15 Oct 2026 · dialpad.com
Dialpad ecosystem
Dialpad's integration marketplace covers Google Workspace, Microsoft 365, Salesforce, Zendesk, HubSpot, ServiceNow, Zoho CRM, Copper and Outreach among others.Read 15 Oct 2026 · dialpad.com
Forecast data setup
Dialpad WFM imports 12 months of historical voice and SMS data from a connected Dialpad account; forecasts typically take around 72 hours to generate for supported customer-service integrations.Read 3 Oct 2026 · help.dialpad.com
Forecasting
The product forecasts calls, emails and messages in 15-minute intervals for the next 12 months using machine learning.Read 15 Oct 2026 · help.dialpad.com
Forecasting and scheduling
It forecasts volumes for queues, inboxes, or channels and automates scheduling based on operational needs.Read 3 Oct 2026 · help.dialpad.com
Funding
Owler reports nine funding rounds totaling $535.9 million, including a $170 million round in December 2021.Read 15 Oct 2026 · owler.com
Historical data
After integration, WFM downloads 24 months of historical contact data for forecasting.Read 15 Oct 2026 · help.dialpad.com
Hosting model
WFM is accessed as a cloud service through wfm.dialpad.com or from the Dialpad admin portal.Read 15 Oct 2026 · wfm.dialpad.com
Integration limitation
Performance tracking is not yet supported for integrations that are not listed in Dialpad’s adherence setup documentation.Read 3 Oct 2026 · help.dialpad.com
Limit: customer support and billing
Trustpilot reviews include complaints about long response times, repeated escalations, billing disputes and abrupt account suspensions.Read 15 Oct 2026 · trustpilot.com
Limit: mobile-app reliability
Apple App Store reviewers report call lag, dropped or missed calls, message sending failures and persistent notification badges.Read 15 Oct 2026 · apps.apple.com
Limit: notification latency
A Capterra reviewer reports that Slack alerts could arrive early and sickness or holiday schedule updates could take 20–30 minutes.Read 15 Oct 2026 · capterra.com
Limit: rescheduling flexibility
Capterra reviewers report that real-time rescheduling and changing one person's shift without disturbing a whole rota needed improvement.Read 15 Oct 2026 · capterra.com
Outlook sync limitation
The Outlook calendar integration is one-way from Outlook to WFM; WFM does not send schedules or shifts back to Outlook.Read 3 Oct 2026 · help.dialpad.com
Performance analytics
Managers can track adherence, occupancy, productivity and average interaction time by agent and activity.Read 15 Oct 2026 · help.dialpad.com
Performance tracking
Performance reports cover agent adherence, occupancy, and productivity, subject to integration setup and published schedules.Read 3 Oct 2026 · help.dialpad.com
Praise: scheduling efficiency
Capterra reviewers say the product replaced difficult spreadsheet scheduling, reduced manual work and improved staffing visibility.Read 15 Oct 2026 · capterra.com
Praise: support
Capterra reviewers commonly praise the availability and helpfulness of the Surfboard team.Read 15 Oct 2026 · capterra.com
Praise: usability
Capterra reviewers repeatedly describe Surfboard as intuitive, easy to understand and simple for both administrators and agents.Read 15 Oct 2026 · capterra.com
Rating on Apple App Store
4.6 out of 5 from 4.5K ratings.Read 15 Oct 2026 · apps.apple.com
Rating on Capterra
4.6 out of 5 from 9 reviews.Read 15 Oct 2026 · capterra.com
Rating on Chrome Web Store
3.1 out of 5 from 15 ratings.Read 15 Oct 2026 · chromewebstore.google.com
Rating on G2
No rating out of 5 from 0 reviews; the Surfboard WFM listing says it has not yet been reviewed.Read 15 Oct 2026 · g2.com
Rating on Trustpilot
4.1 out of 5 from 3,209 reviews.Read 15 Oct 2026 · trustpilot.com
Real-time dashboard
The real-time dashboard shows agent, activity, and queue coverage, updates every minute, and supports schedule edits and redeployment.Read 3 Oct 2026 · help.dialpad.com
Reporting
Reporting includes utilization, time and adherence, timesheet exports, shrinkage analysis and agent distribution.Read 15 Oct 2026 · help.dialpad.com
Scheduling
Schedules contain both agent shifts and the activities agents perform during those shifts.Read 15 Oct 2026 · help.dialpad.com
Security controls
Dialpad says it uses Google Cloud, encryption, secure development, restricted access, third-party assessments and annual security reviews.Read 15 Oct 2026 · help.dialpad.com
Supported devices
Dialpad provides Windows, Mac, Chrome OS, iOS and Android applications, plus a Chrome extension.Read 15 Oct 2026 · help.dialpad.com
Time-off and calendar integrations
WFM documentation describes time-off calendar integration and Outlook calendar syncing for meetings and time off.Read 3 Oct 2026 · help.dialpad.com
Time-off integration
Connecting an HRIS or time-off calendar provides absence visibility, automatic schedule adjustments, shrinkage monitoring and timesheet accuracy.Read 15 Oct 2026 · help.dialpad.com
Windows ARM limitation
Dialpad does not publish a native ARM64 Windows installer and directs ARM users to the Microsoft Store version.Read 15 Oct 2026 · help.dialpad.com

Plans and prices

Dialpad WFM Priced on request Contact Customer Success Manager forecasting · scheduling · performance tracking · real-time management · reporting and exports Read 15 Oct 2026 · help.dialpad.com

Every Dialpad WFM plan and price →

Strong points and limits

Strong points

  • Forecasts demand by interval across queues, inboxes, or channels
  • Dashboard updates every minute
  • Includes intraday management and skills-based scheduling
  • Supports agent self-service and adherence tracking
  • Available on Android, iOS, macOS, web, and Windows

Limits

  • Pricing is available on request
  • Performance tracking excludes integrations absent from adherence setup documentation
  • Outlook sync does not send shifts or schedules back
  • API access requires a secure token from a Customer Success Manager

Who it suits

It suits contact centers that need demand forecasting, shift scheduling, and agent performance tracking across supported service integrations. Dialpad describes it as available to Dialpad users and as a standalone product.

Dialpad WFM in depth

Read the full write-up

Dialpad WFM is cloud workforce management software for contact centers, available to Dialpad customers and as a standalone product. It is best for teams planning staffing around changing contact volumes and supported service integrations. Its central advantage is connecting forecasts to live coverage management; custom pricing and integration-dependent performance reporting may make it a less suitable choice for teams that need predictable costs or broad reporting coverage.

Overview

The product forecasts demand across queues, inboxes, or channels, automates shift scheduling around operational needs, and tracks agent performance. Interval forecasts and skills-based scheduling address two practical contact-center challenges: matching staffing to demand over the day and assigning agents with the right capabilities.

Forecast setup has a meaningful lead time. Dialpad WFM imports 12 months of historical voice and SMS data from a connected Dialpad account, and forecasts for supported customer-service integrations typically take around 72 hours to generate. Teams should plan for that setup before expecting forecasts to inform day-to-day scheduling.

Dialpad says WFM can access contact volumes but not message content, which is redacted during collection. Dialpad states that WFM is SOC 2 compliant; its security page describes TLS encryption in transit and AES 256-bit encryption at rest for Dialpad application data.

Key features

Forecasting and scheduling

Interval forecasting, automated scheduling, and skills-based scheduling give managers tools to translate anticipated demand into agent coverage. Agent self-service adds a way for staff to take part in schedule management. These capabilities suit contact centers with varied queues and skill needs better than teams looking for a basic rota alone.

Live operations and performance

The real-time dashboard shows agents, activity, and queue coverage, refreshes every minute, and supports schedule edits and redeployment. That makes it useful when managers need to respond to changing coverage during a shift, rather than relying only on a forecast made in advance.

Performance reports cover adherence, occupancy, and productivity, but depend on integration setup and published schedules. Performance tracking is not supported for integrations absent from Dialpad’s adherence setup documentation, so teams should confirm their service system is covered before treating these reports as a core requirement.

Integrations, calendars, and API

The WFM integrations page names Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer, and Talkdesk. Time-off calendar integration and Outlook syncing for meetings and time off are also described. Outlook sync runs only from Outlook to WFM; shifts and schedules do not flow back to Outlook, which limits its usefulness as a two-way calendar workflow.

WFM APIs provide schedule and agent-performance data through the Dialpad API or legacy Surfboard API, depending on customer type. Access requires contacting a Customer Success Manager for a secure token, so API use involves an access step rather than immediate self-service.

Pricing

Dialpad WFM is paid software with custom pricing. Contact a Customer Success Manager to discuss adding it to a plan; it is available to Dialpad users and as a standalone product. No fixed price is published, so it is harder to compare costs directly or budget without a quote. The available plan, Dialpad WFM, has no published price.

This arrangement may suit contact centers that want to discuss WFM alongside their Dialpad setup. Teams choosing primarily on a known per-user cost should compare alternatives with published prices before committing.

Platforms

Dialpad WFM supports Android, iOS, macOS, web, and Windows, with API access. It is deployed in the cloud, making it a fit for organizations working across those platforms rather than requiring a self-hosted deployment.

Who it's for

Dialpad WFM is aimed at contact centers that need interval-based demand forecasts, automated and skills-based scheduling, adherence monitoring, and intraday management. It is especially relevant where managers need minute-by-minute visibility into queue coverage and the ability to adjust schedules during operations.

It is a weaker fit when performance reporting must work across an integration that is not covered by Dialpad’s adherence setup, when Outlook must receive schedules from WFM, or when a team needs a firm public price before evaluating a product.

Pros and cons

Intraday visibility with action: the dashboard updates every minute and supports edits and redeployment, linking coverage monitoring to operational response.

Contact-center-focused planning: interval forecasting and skills-based scheduling help align staffing to changing volume and agent capabilities.

Broad named service integrations: the integrations page includes major customer-service systems such as Salesforce, Zendesk, and Talkdesk, though reporting support still depends on adherence setup.

Reporting has integration limits: adherence, occupancy, and productivity reporting depends on setup and published schedules, and some integrations do not support performance tracking.

Calendar sync is one-way: Outlook events flow into WFM, but WFM schedules do not return to Outlook.

Pricing requires a quote: there is no published amount for the WFM plan, complicating up-front budget comparisons.

Alternatives

Call Center Workforce Management Software is a useful starting point for comparing the broader category. Consider Daktela WFM if a free plan or free trial matters; its Admin plan is free for users without scheduled shifts, while Dialpad’s price is custom. HiveDesk Contact Center WFM is worth comparing if a stated per-user monthly price and month-to-month cancellation are priorities; its HiveDesk plan is $5 a month.

Naumen Workforce Management may suit teams seeking a self-hosted option or a published entry price: its Base WFM plan starts at 30,000 RUB a month and includes 20 users. CommunityWFM is another contact-center workforce option, with Essentials for small and mid-size single-site centers under 100 agents and Enterprise for larger, multi-site teams.

CCsuite is an alternative to consider. GetWFM is worth a look if a free plan is important: its Team plan is free forever and includes up to three teams, one timezone, and one month of history. Pipkins Vantage Point and QStory Workforce Management are alternatives for buyers to compare.

Verdict

Choose Dialpad WFM if your contact center needs interval forecasting, skills-based scheduling, and a live dashboard that lets managers act on coverage changes. Its strongest reason to buy is the connection between planning and intraday oversight. Look elsewhere if your reporting integration is unsupported, you need two-way Outlook scheduling, or you require a public price to make a decision.

Verdict

Dialpad WFM combines forecasting, scheduling, real-time oversight, and performance reports for contact-center teams. Check integration support and pricing with Dialpad before choosing it.

Where Specifiction places it

Alternatives to Dialpad WFMAll alternatives →