Daktela WFM vs HiveDesk Contact Center WFM
Daktela WFM
daktela.comHiveDesk Contact Center WFM
hivedesk.comSide by side
| Figure | Daktela WFM | HiveDesk Contact Center WFM |
|---|---|---|
| Price from | €12/mo | $5/mo |
| Free plan | Yes | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| Linux | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 10 | 3 |
| Spec score · Call Center Workforce Management Software | 9.3 (#1) | 8.9 (#3) |
| Founded | 2005 | 2011 |
| Headquarters | Prague, Czech Republic | Louisville, Kentucky, United States |
| Rating on Capterra | 4.3 out of 5 from 3 reviews. | 4.4 out of 5 from 27 reviews |
| Rating on Chrome Web Store | 5.0 out of 5 from 5 ratings. | 5 out of 5 from 2 ratings |
| Rating on G2 | 4.8 out of 5 from 48 reviews. | 4.4 out of 5 from 5 reviews |
| Rating on Software Advice | 4.3 out of 5 from 3 reviews, with secondary scores of 4.7 ease of use, 5.0 value, 5.0 support and 5.0 functionality. | 4.4 out of 5 from 27 reviews |
| Scheduling | It says teams can schedule hundreds of agents for an entire month with one click. | Managers can create shifts with start and end times, recurring rotations, and assignments to queues, projects, or client accounts. |
| Security | Daktela states that it complies with GDPR and ISO 27001 and regularly conducts external penetration tests on Daktela Cloud. | HiveDesk states that data is encrypted at rest with AES-256 and in transit with TLS 1.2+, hosted on AWS, and that the service is GDPR compliant with role-based access controls. |
| Support | WFM is described as having 24/7 support, and native contact centre integration provides one SLA and one support phone number. | HiveDesk provides a support site with getting-started, billing, best-practice, API, and other help article categories. |
| System requirements | Daktela recommends a PC with at least a 2.0 GHz four-core CPU and 8 GB RAM, or a MacBook with 8 GB RAM. | The download page lists Windows 10+, macOS 10.8+, Ubuntu 18+, iOS 12+ and Chrome 88+ requirements. |
| What it does | Daktela WFM is a contact-centre workforce-management tool for one-click shift scheduling, forecasting and policy compliance. | HiveDesk combines contact-center scheduling, time tracking, adherence monitoring, attendance, leave management, timesheets and dashboards. |
Plans
Daktela WFM
- AdminFree
- WFM AdminFree
- SMS€12 a month
- Webchat€15 a month
- Agent€20 a month
- WFM Agent€20 a month
- Social€25 a month
- Email€30 a month
- Voice€30 a month
- Omnichannel€86 a month
HiveDesk Contact Center WFM
- HiveDesk$5 a month
- Monthly$5 a month
- Annual example (10 users)$600 a year
In their own words
Daktela WFM
Daktela WFM is a shift scheduling tool for omnichannel contact centres, designed to help teams forecast demand, plan agent schedules and monitor coverage. It says a team can schedule hundreds of agents for a month with one click. Forecasts draw on historical contact centre data; optimization uses real-time data, compliance monitoring and a drag-and-drop interface. AI-powered forecasting is marked as coming soon. Agents can submit availability, ask for shift changes, swap shifts and manage leave through an app. Native integration with Daktela PBX Omnichannel uses existing contact centre data and displays schedules in the contact centre interface. A REST API can connect WFM to other applications, including CRM, payroll and time-and-attendance systems. Daktela describes the service as having 24/7 support. The product page lists pricing from €12 per user per month, and the pricing page advertises a 14-day free trial. A free Admin plan is for users without scheduled shifts; the Agent plan is €20 a month and lists AI shift planning, traffic prediction and 24/7 support.
HiveDesk Contact Center WFM
HiveDesk Contact Center WFM is cloud software for scheduling and tracking contact center work. Managers can set shifts with start and end times, recurring rotations, and assignments to queues, projects, or client accounts. It compares clock-in and clock-out records with schedules and reports late starts, early departures, and absences. Real-time dashboards, activity monitoring, and timesheets generated from tracked hours support oversight; managers can approve timesheets and export them as PDF or Excel. Administrators can configure periodic screenshots and view keyboard and mouse activity levels, but screenshots are unavailable on mobile. Asana is the listed integration for task-based time tracking; a REST API and webhooks support custom connections. HiveDesk does not directly connect to ACD or omnichannel routing platforms. It runs on web, iOS, Windows, macOS, Linux, and as an extension or API. Pricing starts at $5/user/month, with a 14-day trial and no free plan. The company states that data is encrypted at rest and in transit, hosted on AWS, and GDPR compliant; it does not hold several listed security certifications.