Dialpad WFM vs ezyWFM
Dialpad WFM
wfm.dialpad.comezyWFM
ezywfm.comSide by side
| Figure | Dialpad WFM | ezyWFM |
|---|---|---|
| Price from | — | $8/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 1 | 3 |
| Spec score · Call Center Workforce Management Software | 8.3 (#5) | 7.8 (#12) |
| Agent self-service | Agents can view shifts and activity plans, review historical performance metrics, submit schedule changes and manage time-related tasks. | Agents can view upcoming shifts, swap shifts with colleagues, and request time off from a mobile-friendly interface. |
| Forecasting | The product forecasts calls, emails and messages in 15-minute intervals for the next 12 months using machine learning. | Forecasting uses Erlang C/X calculations and analyzes seasonal patterns, historical trends, and special events to estimate staffing requirements. |
| Purpose | Dialpad WFM forecasts contact demand, schedules shifts, and tracks agent performance for contact centers. | ezyWFM is a workforce management solution built for contact centers. |
| Scheduling | Schedules contain both agent shifts and the activities agents perform during those shifts. | Scheduling can auto-generate shifts from forecasts and includes skills-based assignment, shift bidding, and swaps. |
Plans
In their own words
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.