Dialpad Workforce Management vs GetWFM

Dialpad Workforce Management (WFM) provides contact centers with demand forecasting, capacity planning, agent scheduling, adherence tracking, and performance management. It automates shift planning as contact volumes change, while managers can monitor schedule adherence in real time, review productivity across channels, and analyze behavioral trends. Scheduling supports automatic activity rotation, shift swaps, and time-off requests. Reports cover utilization, time and adherence, timesheet exports, shrinkage, and agent distribution. WFM supports demand and omnichannel forecasting, intraday management, and skills-based scheduling across phone, email, chat, SMS, WhatsApp, Facebook, Facebook Messenger, and Instagram. It is built on Dialpad's acquisition of Surfboard and brings scheduling, forecasting, and adherence tracking into Dialpad Support. Customers can use it as an add-on to Support or as a standalone product; standalone inquiries go to a Customer Success Manager. Support Essentials is $95 a month, Advanced is $135 a month, and Premium is $170 a month, with WFM available as an add-on. Forecasts typically take around 72 hours after an integration is connected.

GetWFM is cloud-based workforce management software for contact centers. It covers scheduling, attendance, adherence, time off, and analytics, with demand forecasting and coverage optimization also listed. Scheduling accounts for breaks, meetings and states, employee availability, and interval coverage; managers can edit schedules with drag-and-drop tools and communicate directly. Attendance tracks scheduled and unscheduled hours, including early and late patterns, while adherence tools calculate weighted scores, show weekly and monthly trends, and support exception approvals. Time-off management includes accrual balances, coverage charts, and a calendar. Analytics provides customizable charts, report exports, data ownership, and warehouse integrations. The free Team plan supports unlimited employees but is limited to three teams, one timezone, and one month of history; it includes a basic API. Workforce is described as hourly pricing and includes a complete API. Paid plans include setup and training by telephone, plus business-hours support by email and telephone. GetWFM lists web and API platforms.