Dialpad Workforce Management

Dialpad Workforce Management is a contact-center workforce planning and performance system for teams balancing agents across voice and digital channels. It is strongest for organizations already on Dialpad Support or one of its service integrations that need both staffing forecasts and live adherence control. The principal trade-off is commercial: WFM can be an add-on to three Support tiers or bought standalone, with custom arrangements requiring a sales conversation.

Overview

Built from Dialpad’s acquisition of Surfboard, WFM brings forecasting, capacity planning, scheduling, adherence monitoring and performance management into the Dialpad environment. Demand and omnichannel forecasting are paired with skills-based scheduling and intraday management, so managers can revise coverage as contact volumes change instead of relying on fixed rosters. Dialpad says forecast generation usually takes about 72 hours after an integration is connected, making that lead time part of implementation planning.

The service collects contact volumes rather than contact content, and content is redacted during collection. That approach is useful for organizations that need operational analytics while limiting the data passed into workforce calculations.

Key features

Forecasting and scheduling

Automated scheduling and shift planning account for changing inflow levels. Skills-based scheduling, demand forecasting and intraday controls suit centers with variable demand or specialized queues. Automatic activity rotation, shift swaps and time-off requests give agents practical ways to manage schedules without making every adjustment a manager task.

Adherence, productivity and reports

Managers can watch schedule adherence in real time, monitor productivity across channels and examine behavioral trends. Reporting includes utilization, time and adherence, timesheet exports, shrinkage analysis and agent-distribution views. Together, these reports help separate coverage problems from attendance, shrinkage or workload-allocation issues.

Channels, integrations and administration

Supported channels are phone, email, chat, SMS, WhatsApp, Facebook, Facebook Messenger and Instagram. Integrations include Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer and Talkdesk. API access is available. Role-based access and SAML/SCIM connections for Okta, Azure, Google Workspace and OneLogin support controlled administration in larger organizations.

Pricing

Workforce Management is paid software. On the monthly Support plans below, it is an add-on rather than a stated part of the base price:

PlanPriceWhat it meansDialpad Support Essentials$95 a month, billed monthlyLowest published Support entry; add WFM when basic Support coverage and workforce planning are sufficient.Dialpad Support Advanced$135 a month, billed monthlyMid-tier Support option with WFM available as an add-on for teams needing a broader Support package.Dialpad Support Premium$170 a month, billed monthlyHighest published monthly Support tier; the sensible starting point when premium Support requirements accompany WFM.Dialpad Workforce Management (standalone)Custom pricingAvailable to all Dialpad users as a standalone product; contact a Customer Success Manager.Dialpad Support EnterpriseCustom pricingEnterprise Support arrangement with demos available; WFM terms require a quote.The published prices do not state WFM add-on fees, seat allowances or usage quotas, so budget comparisons require a quote. There is no free plan or trial term stated for WFM.

Platforms

Dialpad publishes WFM access across Android, iOS, macOS, Windows and web, with a Chrome web extension. ChromeOS apps are also published. The platform mix fits distributed agents and managers using a blend of desktop, browser and mobile devices.

Who it's for

Choose Dialpad WFM for a multi-channel contact center that needs demand planning, skills-aware schedules and intraday visibility in one operating workflow. It is particularly suitable for Dialpad Support customers and for teams whose data already flows through Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer or Talkdesk. Allow for the roughly 72-hour forecast-generation window after integration setup. Smaller teams seeking a simple roster tool, or buyers requiring transparent all-in pricing before speaking with sales, should look elsewhere.

Pros and cons

Pros

Broad workforce controls: demand and omnichannel forecasting, skills-based scheduling and intraday management address changing coverage needs.

Operational feedback loop: real-time adherence, productivity tracking and shrinkage reporting connect plans with daily execution.

Wide channel and integration coverage: phone, messaging and social channels plus nine named service integrations support varied contact-center stacks.

Enterprise controls: role-based access, SAML/SCIM and stated SOC 2 Type II, HIPAA-ready, GDPR and ISO certifications support governed deployments.

Cons

Forecasts are not immediate: Dialpad says generation typically takes around 72 hours after integration, delaying initial planning.

WFM pricing is opaque: add-on fees, seats and quotas are not published, so total cost cannot be calculated from the Support prices alone.

Sales involvement is required for key arrangements: standalone WFM and Enterprise Support use custom pricing and a Customer Success Manager or demo process.

Alternatives

Daktela WFM is the better fit if a free plan and free trial matter, with an Admin plan at free and an Agent plan priced separately.

Webex App suits buyers wanting a freemium communications product with a free tier for meetings rather than dedicated WFM controls.

Amazon Connect is worth considering when usage-based messaging prices and API-oriented deployment are preferable.

Mitel Secure Cloud offers service packages such as Essential and Elite for teams comparing broader cloud communications bundles.

Nextiva fits organizations seeking a lower-priced communications starting point, with Core at $15 a month billed monthly.

8x8 Contact Center is an alternative for buyers prepared to request a custom quote.

Genesys Workforce Engagement Management is a direct workforce-engagement alternative, with a listed add-on price of £28 a year per named user billed annually.

Avaya Aura Private Cloud is another enterprise communications option with pay-per-user pricing discussed through Avaya.

For a broader comparison set, see Contact Center Workforce Management Software.

Verdict

Dialpad Workforce Management is a strong choice for contact centers that need forecasting, skills-based scheduling and real-time adherence across many channels, especially when Dialpad Support or a listed integration is already in place. Choose it for the operational breadth and governance controls; look elsewhere if you need an immediate forecast at setup or fully transparent WFM pricing without a sales process.