Aspect Workforce vs Dialpad WFM
Aspect Workforce
aspect.com
Dialpad WFM
wfm.dialpad.comSide by side
| Figure | Aspect Workforce | Dialpad WFM |
|---|---|---|
| Price from | $1/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 2 | 1 |
| Spec score · Call Center Workforce Management Software | 8.9 (#2) | 8.3 (#5) |
| Forecasting | The platform uses multi-model forecasting that learns from demand patterns and adapts in real time. | The product forecasts calls, emails and messages in 15-minute intervals for the next 12 months using machine learning. |
| Founded | 1973 | Dialpad was founded in 2011. |
| Performance tracking | Real-time adherence dashboards and intraday monitoring provide operational efficiency insights. | Performance reports cover agent adherence, occupancy, and productivity, subject to integration setup and published schedules. |
| Praise: support | GetApp’s review analysis says users often find support staff helpful, friendly, and thorough. | Capterra reviewers commonly praise the availability and helpfulness of the Surfboard team. |
| Purpose | Aspect Workforce is a workforce management solution for contact centers that supports scheduling, forecasting, and performance tracking. | Dialpad WFM forecasts contact demand, schedules shifts, and tracks agent performance for contact centers. |
| Rating on Apple App Store | 5.0 out of 5 from 1 rating | 4.6 out of 5 from 4.5K ratings. |
| Rating on Capterra | 4.2 out of 5 from 251 reviews | 4.6 out of 5 from 9 reviews. |
| Rating on G2 | 4.2 out of 5 from 315 reviews | No rating out of 5 from 0 reviews; the Surfboard WFM listing says it has not yet been reviewed. |
| Scheduling | The product supports schedule management, shift swaps, availability checks, and automated approvals. | Schedules contain both agent shifts and the activities agents perform during those shifts. |
| Security | Aspect lists SOC 2 Type II, PCI DSS v4.0, ISO 27001, multi-factor authentication, and Zero Trust architecture among Workforce Cloud security features. | 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. |
| Security controls | Aspect describes MFA, zero-trust architecture, continuous threat monitoring, automated security updates, and AES-256 encryption for its platform. | Dialpad says it uses Google Cloud, encryption, secure development, restricted access, third-party assessments and annual security reviews. |
| What it does | Aspect Workforce is contact-center workforce-management software for forecasting demand, planning and scheduling staff, tracking adherence and productivity, and providing agent self-service. | Dialpad WFM helps contact centers forecast demand, schedule shifts, monitor staffing and performance, and manage intraday operations. |
Plans
In their own words
Aspect Workforce
Aspect Workforce is workforce management software for contact centers, covering forecasting, scheduling, and performance tracking. Its forecasting is described as AI-powered and intended to help teams anticipate demand and make staffing decisions. Scheduling tools cover schedule management, shift swaps, availability checks, and automated approvals. Real-time adherence dashboards and intraday monitoring provide operational insights. Employees can use the Cloud Workforce interface for schedule self-service, and the mobile app lets them view or edit schedules, submit and track requests, and receive in-app notifications. The iOS and Android app is available to customers who activate the new Cloud Workforce. WorkforceOS integrates with HR, payroll, and business intelligence systems, and the platform provides open APIs. Deployment options include on-premise, hosted, private cloud, and public cloud. Aspect lists SOC 2 Type II, PCI DSS v4.0, ISO 27001, multi-factor authentication, and Zero Trust architecture among Workforce Cloud security features. Technical support is available 24/7. Aspect describes Workforce Experience for large enterprise contact centers operating across multiple sites, regions, and countries, including deployments of 5,000 or more seats. Pricing is per seat, tiered and tailored to team size, with a custom quote.
Dialpad WFM
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.