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What is Zendesk Workforce Management (WFM)?

Zendesk Workforce Management (WFM) is an advanced AI-powered workforce optimization tool designed to enhance customer support operations through accurate staffing forecasts, automated scheduling, and real-time agent performance tracking. Using historical data analysis, Zendesk WFM predicts staffing needs across different timeframes—daily, monthly, or seasonally—helping organizations reduce overtime costs and maintain optimal service levels. The platform automates the complex task of creating agent schedules, allowing for personalized shift management that saves time for managers and agents alike. Real-time activity tracking and comprehensive analytics give managers the insight needed to plan, adjust, and optimize workforce deployment effectively. Agents benefit from increased transparency by viewing their tasks in advance, which improves productivity and morale. Zendesk WFM has delivered measurable results for clients such as Sendle, Wyze, and Tembici, including up to a 450% boost in first reply speed, doubled resolution rates, and significant cost reductions. The solution is seamlessly integrated with Zendesk’s customer service ecosystem, enhancing operational cohesion. Additional resources such as workforce planning templates, webinars, and demo videos support users in maximizing the platform’s potential. Zendesk’s AI-driven approach enables businesses to streamline customer support operations, improve team efficiency, and deliver better customer experiences. Overall, Zendesk WFM is ideal for organizations aiming to optimize workforce management in fast-paced, customer-centric environments.

What is Assembled?

With Assembled, support leaders can unify human and AI agents in one intelligent platform that drives efficiency without compromising quality. Our technology enables over 50% automation of customer interactions, precise demand forecasting, and optimized staffing across in-house teams and BPO partners. From live workload balancing to AI agents that match your workflows and brand voice, Assembled ensures every chat, call, and email is handled with speed and consistency. Companies including Stripe, Canva, and Robinhood trust Assembled to elevate the customer experience and reduce operational costs. Core solutions span workforce and vendor management, real-time performance visibility, and AI Copilot — giving agents translation, reply suggestions, and instant task automation to resolve issues faster.

Media

Media

Integrations Supported

Zendesk

Integrations Supported

Zendesk
AccessOwl
Confluence
ElectroNeek
EvaluAgent
Five9
Gladly
Google Drive
Guru
HiBob
Intercom
Klaus
Kustomer
Level AI
Loop Returns
Regal
Salesforce Agentforce Service
Shopify
Slack
TheLoops

API Availability

API Availability

Has API

Pricing Information

$5.00/month/user
Free Trial Offered?

Pricing Information

Talk to sales to learn more
Pricing can vary wildly depending on the size of your customer support team and the products you choose. Schedule time to talk to a member of our team so we can give you a better idea of what to expect.

Supported Platforms

SaaS

Supported Platforms

SaaS

Customer Service / Support

24 Hour Support

Customer Service / Support

24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Online Training
On-Site Training

Company Facts

Organization Name

Zendesk

Date Founded

2007

Company Location

United States

Company Website

www.zendesk.com/service/workforce-management/

Company Facts

Organization Name

Assembled

Date Founded

2018

Company Location

United States

Company Website

www.assembled.com

Categories and Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Performance Appraisal
Scheduling
Time & Attendance

Categories and Features

Agentic AI

Not specified

AI Agents

Not specified

AI Agents for HR

Not specified

AI Assistants

Not specified

AI Copilots

Not specified

AI Customer Service

Not specified

AI Voice Agents

Not specified

Employee Scheduling

Automated Scheduling
Calendar Management
Group Scheduling
Mobile Access
Reporting/Analytics
Schedule Distribution
Scheduling
Shift Scheduling
Shift Swapping
Time Tracking
Vacation / Leave Tracking

Vendor Management

Transaction History
Vendor Performance Rating

Workforce Management

Labor Projection
Scheduling
Time & Attendance

Workforce Optimization (WFO)

Performance Management
Real-time Guidance
Reporting
Workforce Management

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