Assembled vs Dialpad WFM
Assembled
assembled.com
Dialpad WFM
wfm.dialpad.comSide by side
| Figure | Assembled | Dialpad WFM |
|---|---|---|
| Price from | $25/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Plans published | 5 | 1 |
| Spec score · Call Center Workforce Management Software | 7.8 (#11) | 8.3 (#5) |
| API | Assembled provides an API for building custom workflows, integrations, and automations. | WFM APIs provide schedule and agent performance data, with access through the Dialpad API or legacy Surfboard API depending on customer type. |
| Founded | 2018 | Dialpad was founded in 2011. |
| Headquarters | San Francisco, California, United States | San Ramon, California, USA |
| Purpose | Assembled brings workforce management and AI tools together to manage in-house agents, BPO vendors, and AI agents for customer support teams. | Dialpad WFM forecasts contact demand, schedules shifts, and tracks agent performance for contact centers. |
| Security | Assembled states that it has SOC 2 Type II and GDPR compliance, encrypts data at rest with AES-256 and in transit using SSL/TLS, and conducts annual penetration tests. | 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. |
Plans
Assembled
- AI AgentsPriced on request
- Workforce Management Core$25 a month
- AI Copilot$35 a month
- Workforce Management Pro$45 a month
- Workforce Management Enterprise$75 a month
In their own words
Assembled
Assembled combines workforce management and AI tools for customer-support leaders managing in-house agents, BPO vendors, and AI agents. Workforce features include AI-powered scheduling, machine-learning forecasting, real-time adherence monitoring, staffing analytics, time tracking, and historical insights. Forecast inputs can include arrival patterns, support cases and tickets, channel, queue and site data, email backlog, and API or CSV imports. AI Agents handle phone, chat, and email interactions and can run workflows such as returns, refunds, order tracking, and account updates. AI Copilot drafts replies, translates messages, summarizes tickets, and surfaces guidance from connected knowledge sources. The integrations directory lists 31 connections, including Amazon Connect, Zendesk, Salesforce Service Cloud, Google Drive, Notion, Slack, and Shopify. An API supports custom workflows and automations. Workforce plans start at $25 a month per agent plus a platform fee; AI Agents are priced on request.
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.