Assembled

4.7 (62)
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Modern workforce management and customer issue resolution

About Assembled

The world of support operations is evolving at an aggressive pace — in-house agents have more demanding roles, outsourcing is still on the rise, and teams are mandated to implement AI solutions. Assembled is the only AI-powered support operations platform built to empower seamless omnichannel support across the entire ecosystem, helping teams staff smarter, increase productivity, and deliver exceptional customer support at any stage of scale.

Assembled Workforce Management enables more accurate staffing decisions, ease and control in scheduling, and crystal-clear visibility into data that improves performance and productivity. Assembled Vendor Management provides end-to-end visibility in allocating workload requirements and monitoring efficiency across BPOs. Assembled Assist automates ticket resolution and guides agents to better replies with generative AI.

In enabling support teams to be at the right place at the right time with the right answer, Assembled is the engine that makes the entire support organization more efficient and impactful.


Key benefits of Assembled

- BPO management platform that integrates directly with BPOs for shared planning and reporting

- AI-powered automated case resolution and agent co-pilot

- Staff for tomorrow with confidence: Get sophisticated, configurable, and dynamic forecasting without needing a PhD. And our next-generation automated scheduling helps meet SLAs while also empowering agents.

- Expertly manage intraday operations: Get a real-time picture of agent and vendor adherence and occupancy, and make critical intra-day changes to ensure teams meet SLAs.

- Unlock team performance with robust reporting: What you can measure, you can improve. That’s why our analytics experience is designed to give you maximum visibility into agent performance, AI usage, automation results, and staffing accuracy.

- Deliver better, faster customer replies: Our AI-powered agent assist and issue resolution engine automates repetitive workflows and delivers accurate, high-quality, on-brand customer responses.

- Ensure BPO efficiency and maintain quality without compromise: Onboard, train, and integrate with BPOs in record time. A shared system of record makes planning a breeze while eliminating monthly billing reconciliation.

- Bring company-wide visibility with data access: Use our one-click integrations and open API to seamlessly sync data from your help desk, CRM, HR platform, QA tool, knowledge base, or business intelligence platform.


Images

Assembled Software - The Staffing Timeline gives a live view into ticket volume and staffing coverage.
Assembled Software - The Agent Scorecard gives a comprehensive look into each agent's performance, allowing you to customize the view with the metrics that matter most to your team.
Assembled Software - Choose from one of our out-of-the-box forecast models or upload your own, make adjustments, add outliers, and compare forecast accuracy.
Assembled Software - Get a live view into all your support channels to inform quick intraday adjustments.
Assembled Software - See an interval-level view into staffing coverage to quickly pinpoint any gaps or areas of opportunity.
Assembled Software - View adherence at a glance, sorting views by team, queue, site, channel, and more.
Assembled Software - Schedule at scale in seconds with templates, event optimizations, open shifts, and more.
Assembled Software - Seamlessly manage time off with built-in automation and rules.
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Assembled video
Assembled Software - The Staffing Timeline gives a live view into ticket volume and staffing coverage.
Assembled Software - The Agent Scorecard gives a comprehensive look into each agent's performance, allowing you to customize the view with the metrics that matter most to your team.
Assembled Software - Choose from one of our out-of-the-box forecast models or upload your own, make adjustments, add outliers, and compare forecast accuracy.
Assembled Software - Get a live view into all your support channels to inform quick intraday adjustments.
Assembled Software - See an interval-level view into staffing coverage to quickly pinpoint any gaps or areas of opportunity.
Assembled Software - View adherence at a glance, sorting views by team, queue, site, channel, and more.
Assembled Software - Schedule at scale in seconds with templates, event optimizations, open shifts, and more.
Assembled Software - Seamlessly manage time off with built-in automation and rules.

Not sure about Assembled? Compare with a popular alternative

Assembled

4.7 (62)
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Starting Price

US$25.00
month
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month

Pricing Options

Free version
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Features

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Integrations

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Ease of Use

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Value for Money

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Reviews

Overall rating

4.7 /5
(62)
Value for Money
4.7/5
Features
4.4/5
Ease of Use
4.6/5
Customer Support
4.9/5

Already have Assembled?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 62
Irina
Irina
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Grammarly's fruitful cooperation with Assembled

Reviewed on 2020/02/26

Assembled evaluates historical data of the number of contacts to make work volume predictions. This...

Assembled evaluates historical data of the number of contacts to make work volume predictions. This is especially helpful when it comes to tweaking schedules during the holiday season and upcoming campaigns, as well as making hiring projections.

Assembled helps our support team distribute the tasks throughout the day to meet company SLAs. We know when we need to be on tickets and when we can schedule team meetings, training, as well as devote time to other projects.

There is a clarity of what needs to be done and when yet no pressure over the adherence because Assembled always leaves room for a considerable degree of latitude.

Pros

Assembled built custom features to comply with our needs:

- what-if analysis (we play around with different shifts and number of active agents to come up with the best scheduling. When we hire new agents, Assembled helps us identify what shifts we need them in);
- GCalendar integration;
- productivity score;
- custom reports (e.g. staffing requirements during the holiday season, specific schedule recommendations);
- Customer Support dashboard;
- schedule analytics (we see how many hours are devoted to special tasks, meetings, interviews, etc.);
- one-click adjustment of the workload prediction (in case of a campaign, new feature release, etc);

On top of that, Assembled is all about the outstanding customer and technical support! [SENSITIVE CONTENT HIDDEN] even flew over the Ocean to meet the team and see in their eyes how we use the tool. That’s what I call a personal touch.

Cons

Take the existing backlog into consideration when forecasting the workload. I know that guys are already working on it.

Alternatives Considered

Humanity and Zendesk WFM

Reasons for Switching to Assembled

Assembled guys are always ready for new challenges and welcome our ideas. Not a single time have I heard: “We cannot do it”. On top of that, they provide outstanding customer support.
Rachel
Overall rating
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Best WFM Tool I've Used

Reviewed on 2024/06/29

Pros

There are so many great features about Assembled: the ability to display multiple time zones, templates, how easily you can move a member to a different team. As the person that creates the schedule for my team, these features have made scheduling so much easier compared to other WFM tools that we have used previously.

Cons

I've noticed glitches from time to time with the dates of time off requests. It would be nice if a time off request is canceled that the base activity or previous tasks could be restored. While the time off requests overview is great, what could make it better is the ability to view both pending and approved requests at the same time.

Liz
Overall rating
  • Industry: Insurance
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 5.0 /10

Its ok

Reviewed on 2022/11/21

Pros

honestly nothing I do not like using it, and will use 5/9 whenever possible cause the reporting in 5/9 is much better

Cons

the visualization, the way it is so bulky, and the fact that as a manager I have to decipher the data insteap of being able to get a snapshot is quite a turn off.

Nicole
Overall rating
  • Industry: Consumer Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Experience with Assembled

Reviewed on 2023/08/17

We've solved a lot of issues with trusting the data, obtaining an accurate forecast and more...

We've solved a lot of issues with trusting the data, obtaining an accurate forecast and more accurate agent activity tracking by moving to Assembled. This has given us the ability to really dive into the data we see to determine outliers and provide more strategic guidance to the business across several teams with ease. For the cost of the tool, it's definitely the best 'bang for your buck' in terms of WFM tools, the available features and seamless integration with Zendesk tools.

Pros

Integration was definitely the easiest & quickest I've ever been apart of; Most tools will tell you a matter of months up to a year for implementation, but Assembled had us up & running within 2 weeks. Just an incredible support team who's always available to help us learn more about the tool, and really takes in our feedback to help make it even better. I can't say enough positive things about the support team, truly. The product is very easy to use from an admin to an end user perspective and really makes a lot of sense for how the layout of each page is. The biggest win was definitely being able to rely on the data that Assembled displayed from contacts & forecast to performance and schedule adherence, and everything in-between. The biggest value in any WFM tool is reliable data, from there we stopped questioning the accuracy and started digging into the trends we saw.

Cons

The biggest challenges we have with the tool is around scheduling and audit trail tracking. For scheduling, there's a ton of manual work required for making schedule changes as some basic features (like shift swaps) just don't exist in the tool. There's also not a lot of bulk editing options when it comes to editing or adding multiple events at the same time so these must all be done manually on an agent by agent/day by day basis. The counter to that is copy & paste features work well and keyboard shortcuts are a huge plus as well to recover some of the time required for manual updates. We also have a bit of a blind spot in terms of audit trails for time off requests from an admin/manager perspective. We can see when time off is approved for agents, and the agent is notified who processed their time off, but we are unable to see who (which user) approved or denied a time off request from within the tool itself. There's also not an ability to limit specific areas of access within the tool by role so there's many 'hands in the cookie jar' if you will when it comes to schedule changes.

Alternatives Considered

CommunityWFM, Genesys Cloud CX and Five9

Reasons for Choosing Assembled

We were very unhappy with our previous WFM Tool and the inability to rely on the data, extremely inaccurate forecasts and scheduling features that rarely worked as intended. The cost was not worth the product and the support team was also very difficult to work with. Anytime we reached out to support, we spent more time proving to them their tool was broken than actually getting support for the issues that we raised. Responses were delayed due to their only support being available in Australian times though we were based in Texas. Even after adding support in North America time zones, they were not knowledgeable about the product they were intended to support and we spent more time teaching their support team about their own tools than obtaining support from those points of contacts.

Reasons for Switching to Assembled

Assembled seemed to be a better fit for our tech stack at the time. We are heavy Zendesk users and Assembled offered the best integration for a seamless start-up and provided accurate, reliable data once stood up. Another huge win was automating the agent states tracking for productivity and team performance. Other tools didn't always remove the requirement of agents having to manually update their statuses outside of our support tools in Zendesk so this was another critical win for us. Overall, the best fit for our budget and business needs.
Eric
Eric
Overall rating
  • Industry: Insurance
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Assembled Review

Reviewed on 2022/11/30

Pros

We liked that Assembled had all the integrations we were looking for and the features our business needed without being overly complicated or requiring a long commitment to get it up and running. Within a little more than a week our team had the platform fully configured and onboarded all of our 200+ agents and have had little problems ever since. Their support staff is very knowledgeable and fast to respond whenever we have questions and the relationship with the Assembled team has been very good since implementation.

Cons

Could use some more granularity options with the forecasting features and would also like to see better support for outbound calling. Although, everything else has been excellent.

Reasons for Switching to Assembled

The ease of use and very fast implementation were huge factors. It also seemed to provide the level of granularity that we needed without being overly complicated.
Showing 5 reviews of 62 Read all reviews

Assembled FAQs

Below are some frequently asked questions for Assembled.

Assembled offers the following pricing plans:

  • Starting from: US$25.00/month
  • Pricing model: Subscription
  • Free Trial: Not Available

Assembled has the following typical customers:

11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Assembled supports the following languages:

English

Assembled supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Assembled integrates with the following applications:

Amazon Connect, EvaluAgent, Five9, Fivetran, Gladly, Google Calendar, Intercom, Kustomer, MaestroQA, Observe.AI, Salesforce Service Cloud, Slack, Talkdesk, UJET, Zendesk Suite, Zoom Contact Center

Assembled offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

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