Daktela WFM vs SingleComm Workforce
Daktela WFM
daktela.com
SingleComm Workforce
singlecomm.comSide by side
| Figure | Daktela WFM | SingleComm Workforce |
|---|---|---|
| Price from | €12/mo | $49/mo |
| Free plan | Yes | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 10 | 2 |
| Spec score · Call Center Workforce Management Software | 9.3 (#1) | 7.9 (#9) |
| Spec score · Customer Service Workforce Management Software | 9.3 (#1) | 7.9 (#6) |
| Spec score · Contact Center Workforce Management Software | 9.3 (#2) | 7.9 (#14) |
| Forecasting | Forecasts use historical calls, chats and emails and account for seasonality, trends and one-off spikes. | Its forecasting uses machine-learning models tuned to customer data, seasonality, campaign drivers, demand ranges, and interval confidence levels. |
| Founded | 2005 | 2014 |
| Intended users | The product is positioned for contact centre teams that need to forecast demand, schedule agents, and monitor workforce coverage. | The company describes its platform as serving contact centers across healthcare, financial services, insurance, retail, BPO, publishing, automotive, nonprofits, and telephone answering services. |
| Purpose | Daktela WFM is a shift scheduling tool built for omnichannel contact centres. | Workforce management for contact centers combines AI-driven forecasting, intraday schedule adjustments, skills-based scheduling, real-time adherence, and agent coaching. |
| Rating on Capterra | 4.3 out of 5 from 3 reviews. | 4.1 out of 5 from 7 reviews |
| Rating on G2 | 4.8 out of 5 from 48 reviews. | 4.3 out of 5 from 4 reviews |
| Scheduling | It says teams can schedule hundreds of agents for an entire month with one click. | Scheduling supports skills and priority rules, fairness and break compliance, and what-if analysis for PTO, trades, and shift changes. |
| Security | Daktela states that it complies with GDPR and ISO 27001 and regularly conducts external penetration tests on Daktela Cloud. | The security page states TLS 1.3 encryption in transit, AES-256 at rest, role-based access, SSO, SCIM, MFA, and configurable retention policies. |
| Support | WFM is described as having 24/7 support, and native contact centre integration provides one SLA and one support phone number. | The product page links to a SingleComm Jira Service Management customer support portal. |
| What it does | Daktela WFM is a contact-centre workforce-management tool for one-click shift scheduling, forecasting and policy compliance. | SingleComm Workforce is a cloud workforce-management product for contact centers that combines forecasting, scheduling, intraday control, adherence, and coaching. |
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
SingleComm Workforce
- Starting price$49 a month
- SingleComm Workforce ManagementPriced on request
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.
SingleComm Workforce
SingleComm Workforce is a cloud workforce-management platform for contact centers, delivered through a browser; its agent desktop requires no softphone. Forecasting uses interaction history, seasonality, and campaign calendars to estimate demand ranges and interval confidence for calls, chat, SMS, and email. Scheduling handles skills, priorities, fairness, and break-compliance rules, with what-if analysis for PTO approvals, trades, and shift swaps. Supervisors can compare volume with forecasts, receive automatic adjustment recommendations, and extend or release shifts with one click. Adherence follows interaction state and includes a coaching queue plus an agent self-service view. The product page says automated quality assurance scores 100% of calls and can create coaching assignments and scorecards with trend history. Integrations include Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. Event streaming supports Snowflake, BigQuery, and Redshift, with BI connectors for Looker, Tableau, and Power BI. SingleComm lists TLS 1.3, AES-256, SSO, SCIM, MFA, and configurable retention.