Agentforce Contact Center vs Dialpad Workforce Management

Agentforce Contact Center is paid contact-center software for handling voice and digital customer requests. It runs on the web, iOS, and Android, with four request channels and tools for both customer service and workforce operations. Listed capabilities include outbound dialing, a shared inbox, customer and employee portals, a help center, a knowledge base, SLA management, and ticket and workflow automation. It also supports approval workflows, root-cause analysis, API access, offline mode, invoicing and payments, route optimization, and recurring jobs. Agentforce Contact Center costs $125 a month and includes native voice, digital channels, and AI enhancements. Contact Center Plus costs $250 a month and adds workforce and quality management. Contact Center Voice costs $75 a month, billed with Agentforce 1 Edition only; it includes unlimited platform voice minutes and directly integrated customer data. Workforce Management is $50 a month, with workforce planning, forecasting, and an intraday experience. There is no free plan.

Dialpad Workforce Management (WFM) provides contact centers with demand forecasting, capacity planning, agent scheduling, adherence tracking, and performance management. It automates shift planning as contact volumes change, while managers can monitor schedule adherence in real time, review productivity across channels, and analyze behavioral trends. Scheduling supports automatic activity rotation, shift swaps, and time-off requests. Reports cover utilization, time and adherence, timesheet exports, shrinkage, and agent distribution. WFM supports demand and omnichannel forecasting, intraday management, and skills-based scheduling across phone, email, chat, SMS, WhatsApp, Facebook, Facebook Messenger, and Instagram. It is built on Dialpad's acquisition of Surfboard and brings scheduling, forecasting, and adherence tracking into Dialpad Support. Customers can use it as an add-on to Support or as a standalone product; standalone inquiries go to a Customer Success Manager. Support Essentials is $95 a month, Advanced is $135 a month, and Premium is $170 a month, with WFM available as an add-on. Forecasts typically take around 72 hours after an integration is connected.