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 $5.00 USD per month.

Naumen Workforce Management may suit teams seeking a self-hosted option or a published entry price: its Base WFM plan starts at 30,000.00 RUB per 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.

	CommunityWFM	Dialpad WFM
Platforms	Android, iOS, Web	Android, api, iOS, macOS, Web, Windows
Volume forecasting	Yes	Yes
Forecast granularity	interval	interval
Adherence tracking	Yes	Yes
Intraday management	Yes	Yes
Skills-based scheduling	Yes	Yes
Agent self-service	Yes	Yes
Deployment model	cloud	cloud

CommunityWFM vs Dialpad WFM

CommunityWFM

Dialpad WFM