Overview
Executive Overview
Vendor Overview: Assembled
Assembled is a modern workforce management (WFM) platform meticulously designed for the evolving needs of customer support operations. Our mission is to empower digital-first enterprises to deliver exceptional customer service efficiently and at scale, transforming support from a cost center into a strategic asset. We achieve this by providing a unified platform that integrates advanced WFM capabilities, robust BPO vendor oversight, and intelligent AI automation.
Core Products & Services:
Assembled offers a comprehensive suite of tools that streamline and optimize every aspect of customer support workforce management:
- Intelligent Forecasting: Leverage machine learning to predict contact volumes across various channels (voice, chat, email, social) with high accuracy, enabling proactive staffing decisions. Our models incorporate historical data, seasonality, promotional events, and real-time trends.
- Dynamic Scheduling: Automate the creation of optimized schedules that balance service level agreements (SLAs) with agent preferences and skill sets. Features include drag-and-drop scheduling, shift bidding, time-off requests, and adherence monitoring.
- Performance Management & Analytics: Gain deep insights into agent productivity, adherence, and key performance indicators (KPIs) through customizable dashboards and detailed reports. Identify coaching opportunities and optimize individual and team performance.
- BPO Vendor Management: Seamlessly integrate and manage outsourced contact center operations alongside internal teams. Track BPO performance against contractual agreements, monitor adherence, and consolidate reporting for a holistic view of your entire support ecosystem.
- AI Automation & Routing: Utilize AI-powered capabilities to automate routine tasks, intelligent routing of customer inquiries, and provide agents with real-time assistance, reducing handle times and improving resolution rates.
- Omnichannel Support: Built to handle the complexities of modern customer interactions across all channels, ensuring consistent service delivery regardless of how customers choose to engage.
Target Market:
Assembled is specifically built for digital-first enterprises and fast-growing companies that rely on robust customer support to drive retention and satisfaction. Our platform is ideal for organizations with:
- High-volume customer support operations across multiple channels.
- Internal and/or outsourced (BPO) support teams.
- A need for data-driven decision-making to optimize staffing, performance, and cost.
- A commitment to enhancing customer experience through efficient and effective service delivery.
- Existing integrations with leading customer service platforms like Zendesk, Intercom, Salesforce Service Cloud, and more.
Key Strengths:
- Unified Platform: Consolidates WFM, BPO management, and AI automation into a single, intuitive interface, eliminating data silos and improving operational visibility.
- AI-Powered Precision: Our machine learning models provide superior forecasting accuracy and intelligent automation, leading to optimized staffing levels and reduced operational costs.
- Designed for Support: Built from the ground up with the unique challenges of customer support teams in mind, offering features and integrations directly relevant to their workflows.
- Scalability & Flexibility: Engineered to support rapid growth, accommodating fluctuating demand and expanding team sizes without compromising performance.
- Actionable Insights: Transforms raw data into clear, actionable recommendations, enabling managers to make informed decisions that improve efficiency and service quality.
- Seamless Integrations: Out-of-the-box integrations with popular CRM, ticketing, and communication platforms ensure a smooth and rapid deployment process.
Market Position:
Assembled differentiates itself in the WFM market by focusing exclusively on the specific pain points and opportunities within customer support operations. While traditional WFM solutions often cater to broader contact center needs, Assembled's deep integration with support platforms, emphasis on BPO oversight, and AI-driven automation position it as a purpose-built, next-generation solution for modern digital customer service teams. We empower organizations to move beyond reactive staffing to a proactive, data-driven approach that elevates customer experience while optimizing operational expenditure.
Company Differentiation
### What Makes Assembled Stand Out
Assembled differentiates itself through a unique combination of its customer-centric support model, a robust partnership ecosystem, and a product vision that deeply integrates AI and BPO oversight into core workforce management.
**Customer-Centric Support Model:** Assembled's support is not merely reactive; it's proactive and consultative. Each customer is paired with a dedicated Customer Success Manager (CSM) from day one, acting as an extension of their support operations team. This model ensures tailored onboarding, strategic guidance on WFM best practices, and continuous optimization of the platform to meet evolving business needs. Unlike generic ticketing systems, Assembled's CSMs possess deep expertise in support operations, providing actionable insights that translate directly into improved efficiency and cost savings. This high-touch approach fosters long-term partnerships, evidenced by a high customer retention rate and glowing testimonials from companies like Stripe and Gong.
**Robust Partnership Ecosystem:** Assembled has strategically built an ecosystem designed to maximize value for support teams. This includes deep, native integrations with leading customer service platforms such as Zendesk, Intercom, Salesforce Service Cloud, and Kustomer, ensuring seamless data flow and reducing operational friction. Beyond CRM integrations, Assembled actively partners with Business Process Outsourcing (BPO) providers and AI solution developers. These partnerships allow for comprehensive BPO vendor oversight directly within the platform and enable the integration of cutting-edge AI for forecasting accuracy and automated task management. This holistic approach means customers aren't just getting WFM; they're getting a connected support operations hub.
**Product Vision: Unified WFM, BPO, and AI:** While many WFM solutions focus solely on internal teams, Assembled's core differentiation lies in its ability to unify management across both internal and outsourced support operations. The platform's BPO vendor management capabilities provide unparalleled transparency into outsourced team performance, adherence, and cost, empowering businesses to optimize their hybrid support models. Furthermore, Assembled's significant investment in AI automation for forecasting and scheduling moves beyond basic algorithms. It leverages machine learning to adapt to real-time changes in demand and agent availability, significantly improving accuracy and reducing manual effort. This integrated approach positions Assembled as a forward-thinking solution for digital-first enterprises navigating complex, omnichannel customer service environments.
Company Demographics
Product Offerings
Offerings
Assembled provides a comprehensive suite of workforce management (WFM) tools specifically designed for modern customer support operations. Our platform unifies critical functions to optimize efficiency, improve service quality, and reduce operational costs across internal and outsourced teams.
Core Workforce Management Capabilities
- Intelligent Forecasting & Capacity Planning:
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Multi-channel Demand Prediction: Leverage historical data, seasonal trends, and custom business drivers to accurately forecast contact volume across all support channels (chat, email, phone, social, etc.).
* Skill-based Capacity Modeling: Project staffing needs based on agent skills, service level targets, and forecasted demand to ensure optimal coverage.
* What-If Scenario Analysis: Simulate different staffing levels, hiring plans, and operational changes to understand their impact on service levels and costs before implementation.
- Automated & Dynamic Scheduling:
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Optimized Shift Generation: Automatically create schedules that balance service level goals, agent preferences, and labor laws.
* Real-time Schedule Adherence: Monitor agent adherence to schedules and provide immediate alerts for deviations.
* Self-Service Swaps & Time-Off Requests: Empower agents with self-service options for shift changes and time-off, reducing managerial overhead.
* Intraday Management & Rescheduling: Dynamically adjust schedules in real-time based on unexpected volume spikes or agent availability changes to maintain service levels.
- Performance Management & Analytics:
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Customizable Dashboards & Reporting: Gain real-time visibility into key performance indicators (KPIs) such as service level attainment, average handle time, occupancy, and adherence.
* Agent-level Performance Tracking: Monitor individual agent productivity, efficiency, and adherence to identify coaching opportunities.
* Historical & Trend Analysis: Analyze long-term performance trends to identify areas for process improvement and strategic planning.
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Unified Visibility: Consolidate data and performance metrics from multiple BPO partners into a single platform.
* SLA Tracking & Compliance: Monitor vendor adherence to Service Level Agreements (SLAs) and contractual obligations.
* Cost Optimization: Analyze vendor performance against cost to ensure efficient resource allocation and identify savings opportunities.
AI & Automation Features
- AI-Powered Forecasting Enhancements: Utilize machine learning algorithms to continuously improve forecasting accuracy based on evolving contact patterns.
- Automated Workflow Triggers: Set up automated actions and alerts based on predefined conditions (e.g., service level breaches, agent availability changes).
- Intelligent Agent Assignment: Potentially leverage AI to suggest optimal agent assignments based on skills, availability, and customer needs (if applicable, clarify "AI automation" further if possible).
Integrations
Assembled integrates seamlessly with leading customer service platforms and communication tools to provide a unified operational view. Key integrations include:
- CRM/Helpdesk: Zendesk, Intercom, Salesforce Service Cloud, Kustomer
- Communication Platforms: Aircall, Talkdesk, Five9, Genesys Cloud
- HRIS/Payroll: (Specify if applicable, e.g., Workday, BambooHR)
- Data Warehouses: (Specify if applicable, e.g., Snowflake, BigQuery)
Target Users
- Support Operations Managers & Directors: For strategic planning, forecasting, and overall team performance oversight.
- Workforce Management Specialists: For day-to-day scheduling, intraday management, and adherence monitoring.
- Team Leads & Supervisors: For agent performance coaching, schedule adjustments, and team oversight.
- BPO Relationship Managers: For managing vendor performance and ensuring SLA compliance.
Product Differentiation
### What Makes Assembled Unique
Assembled differentiates itself in the crowded workforce management (WFM) market through a combination of AI-powered forecasting, native BPO vendor management, and a support-centric design that prioritizes omnichannel environments.
**1. AI-Powered Forecasting & Scheduling for Omnichannel Support:**
Unlike traditional WFM solutions that often struggle with the dynamic nature of modern support channels, Assembled leverages proprietary AI to deliver highly accurate forecasts across voice, chat, email, and social media. This advanced forecasting directly informs optimized scheduling, ensuring the right agents are available at the right time for each channel, minimizing wait times and improving resolution rates. This is particularly critical for digital-first enterprises managing complex customer journeys.
**2. Integrated BPO Vendor Management:**
A key differentiator is Assembled's native functionality for managing outsourced contact center operations. This isn't merely an add-on; it's a core component designed to provide a unified view of both internal and BPO teams. Features include consolidated reporting on BPO performance, adherence tracking against SLAs, and streamlined communication, reducing the operational overhead typically associated with multi-vendor support ecosystems. This integrated approach allows businesses to manage costs and service quality across their entire support network from a single platform.
**3. Support-First User Experience & Deep Integrations:**
Assembled is purpose-built for support teams, evident in its intuitive user interface and deep, out-of-the-box integrations with leading customer service platforms like Zendesk, Intercom, Salesforce Service Cloud, and Kustomer. This eliminates the need for complex custom integrations and ensures data flows seamlessly between systems, providing agents and managers with a holistic view of customer interactions and team performance without toggling between applications. The platform's focus on actionable insights directly addresses the unique challenges of support operations, from agent adherence to real-time queue management.
