Dialpad WFM vs SingleComm Workforce
Dialpad WFM
wfm.dialpad.com
SingleComm Workforce
singlecomm.comSide by side
| Figure | Dialpad WFM | SingleComm Workforce |
|---|---|---|
| Price from | — | $49/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 1 | 2 |
| Spec score · Call Center Workforce Management Software | 8.3 (#5) | 7.9 (#9) |
| Compliance | Dialpad states that it is SOC 2 Type II compliant and supports SAML and SCIM single sign-on integrations. | The maker states PCI DSS Level 1 and SOC 2 Type II certification, HITRUST r2 certification, HIPAA support with BAAs, and GDPR/CCPA controls. |
| Forecasting | The product forecasts calls, emails and messages in 15-minute intervals for the next 12 months using machine learning. | Its forecasting uses machine-learning models tuned to customer data, seasonality, campaign drivers, demand ranges, and interval confidence levels. |
| Founded | Dialpad was founded in 2011. | 2014 |
| Intended users | Dialpad describes WFM as a workforce management product for contact centers and says it is available to Dialpad users and as a standalone product. | The company describes its platform as serving contact centers across healthcare, financial services, insurance, retail, BPO, publishing, automotive, nonprofits, and telephone answering services. |
| Purpose | Dialpad WFM forecasts contact demand, schedules shifts, and tracks agent performance for contact centers. | Workforce management for contact centers combines AI-driven forecasting, intraday schedule adjustments, skills-based scheduling, real-time adherence, and agent coaching. |
| Rating on Capterra | 4.6 out of 5 from 9 reviews. | 4.1 out of 5 from 7 reviews |
| Rating on G2 | No rating out of 5 from 0 reviews; the Surfboard WFM listing says it has not yet been reviewed. | 4.3 out of 5 from 4 reviews |
| Scheduling | Schedules contain both agent shifts and the activities agents perform during those shifts. | Scheduling supports skills and priority rules, fairness and break compliance, and what-if analysis for PTO, trades, and shift changes. |
| Security | 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. | The security page states TLS 1.3 encryption in transit, AES-256 at rest, role-based access, SSO, SCIM, MFA, and configurable retention policies. |
| What it does | Dialpad WFM helps contact centers forecast demand, schedule shifts, monitor staffing and performance, and manage intraday operations. | SingleComm Workforce is a cloud workforce-management product for contact centers that combines forecasting, scheduling, intraday control, adherence, and coaching. |
Plans
SingleComm Workforce
- Starting price$49 a month
- SingleComm Workforce ManagementPriced on request
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.
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.