SingleComm Workforce vs SureWFM
SingleComm Workforce
singlecomm.comSureWFM
surewfm.comSide by side
| Figure | SingleComm Workforce | SureWFM |
|---|---|---|
| Price from | $49/mo | $599/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | — |
| Plans published | 2 | 3 |
| Spec score · Customer Service Workforce Management Software | 7.9 (#6) | 7.0 (#12) |
| Spec score · Contact Center Workforce Management Software | 7.9 (#14) | 7.0 (#25) |
| Deployment | The product is presented as a browser-based cloud service; no self-hosting or native download is documented on the opened maker pages. | SureWFM describes itself as web-based and says it has no on-premises installation. |
| Forecasting | Its forecasting uses machine-learning models tuned to customer data, seasonality, campaign drivers, demand ranges, and interval confidence levels. | It creates interval-level volume and AHT forecasts from uploaded history and calculates staffing requirements with a forward/backward Erlang C engine. |
| Integrations | The maker lists integrations including Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. | Custom integration/API work can connect SureWFM to phone systems, HR or timekeeping systems, and CRMs; standard connectors start at $800 per project. |
| Intraday management | Supervisors can compare live volume with forecast, receive adjustment recommendations, and extend or release shifts with one click. | The real-time grid tracks Original, Revised, Projected, and Actual values, supports intraday reforecasting, and projects end-of-day service level and over/under FTE-hours. |
| Purpose | Workforce management for contact centers combines AI-driven forecasting, intraday schedule adjustments, skills-based scheduling, real-time adherence, and agent coaching. | SureWFM is a workforce management platform for contact centers and BPOs covering forecasting, scheduling, agent self-service, and real-time intraday management. |
| Scheduling | Scheduling supports skills and priority rules, fairness and break compliance, and what-if analysis for PTO, trades, and shift changes. | Schedules can be automatically generated against a locked forecast, with live required-versus-scheduled coverage, edit guardrails, undo/redo, and locking. |
| Security | The security page states TLS 1.3 encryption in transit, AES-256 at rest, role-based access, SSO, SCIM, MFA, and configurable retention policies. | SureWFM says row-level security isolates tenant data, automated tests check isolation on every database-layer change, and the platform is hosted in ap-southeast-1, Singapore. |
| Support | The product page links to a SingleComm Jira Service Management customer support portal. | Starter includes email support with a two-business-day response, Growth includes priority chat and email with a one-business-day response, and Partner includes same-business-day priority support. |
Plans
SingleComm Workforce
- Starting price$49 a month
- SingleComm Workforce ManagementPriced on request
In their own words
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.