Assembled Workforce Management Software

Assembled is a company dedicated to enhancing customer support and experience through its modern workforce management platform. The platform is designed to help teams forecast support demand accurately, manage team schedules efficiently, and ultimately, scale customer support operations effectively. Assembled's story begins with a passion for solving problems, particularly those involving mathematical optimization to improve customer experiences. They believe that the key to providing exceptional customer experiences lies in having the right people in the right place at the right time - a puzzle they are committed to solving for their clients.

Assembled offers a suite of products and services tailored for customer experience (CX) teams and Business Process Outsourcing (BPOs) firms, aiming to modernize their operations and workforce management. Their offerings include tools for scheduling, ensuring that there are enough staff members to cover various shifts, including advanced and on-call schedules typical in customer support and service centers. Additionally, Assembled provides enterprise workforce management software designed to address the complex needs of large corporations. This software automates many management tasks, such as addressing scheduling issues caused by sick leaves or vacations, and scales with the company’s growth. They also emphasize security and integration capabilities, ensuring that sensitive employee data is protected while offering a mobile workforce management solution for on-the-field employees. By focusing on automation and anticipatory management, Assembled equips businesses to efficiently manage their workforce demands, thereby empowering them to meet both employee and customer needs with greater efficacy.

Assembled.com features include:

1. **Automatic Forecasting**: Utilizing machine learning expertise, Assembled delivers forecasts with accuracies within 10%, allowing for precise staffing requirements. This includes multi-channel forecasting across all support channels, skill sets, and queues in a unified dashboard.

2. **Adaptability to Business Needs**: The platform recognizes that forecasting isn't a one-size-fits-all matter. It offers adaptability to unique business needs, including seasonality, trends, and outliers, with features for manual overrides and adjustments to cater to upcoming events or promotions.

3. **Queue-specific Forecasting**: Assembled enables highly specific forecasting down to individual queues, enhancing the accuracy of staffing necessities.

4. **Email Backlog Visualization**: The software allows teams to visualize past email backlogs, simulate future backlog scenarios, and predict more accurate Service Level Agreements (SLAs) that take business hours into account.

5. **SOC 2 Compliance**: Highlighting its commitment to security, Assembled obtained SOC 2 Type II certification, ensuring the security, availability, and integrity of its systems for processing and storing user information.

6. **Integration with Major Platforms**: Assembled integrates with essential platforms such as Zendesk Support and UJET, enhancing time tracking and offering a 360-degree view of customer interactions across different channels.

7. **Event Optimizations**: The software provides features for scheduling non-productive events, such as breaks and lunch hours, based on predefined rules, ensuring a balanced schedule that accommodates both support needs and internal team requirements.

8. **Staffing Timeline 2.0**: This updated feature allows for a more intuitive and efficient staffing experience, offering the ability to view multiple timezones at once, set custom range views, and edit events in bulk.

9. **Assembled App for Zendesk**: Designed to reduce the need for switching between tools, this app enables agents to access essential information within a single window, thereby streamlining workflows.

10. **Enhancements and Customizations**: Assembled continually updates its platform based on customer feedback, introducing new features like customizable real-time management experiences, streamlined scheduling with shift pattern templates, and improvements in time off reporting accuracy.

11. **Comprehensive Reporting**: Assembled offers unified dashboards for all team reporting, including integration with MaestroQA for quality assurance scores, providing insights into agent performance, risk of burnout, and scheduling efficacy.

Assembled offers three pricing editions to cater to different budgets and needs ("Core", "Pro" and "Enterprise"). Each plan includes a range of features designed to assist with workforce management, including a robust staffing timeline, recurring scheduling templates, as well as Slack and Gcal integration for improved communication and scheduling efficiency. Specific pricing is not published by assembled.com.

Customers of assembled.com include:

-GoFundMe,

-Monzo,

-Everlane,

-Stripe