Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.
Optimize workforce scheduling, forecasting, and performance. Effectively manage your team with tools for time tracking, attendance, scheduling, and employee engagement.
Assembled is a workforce management platform for support teams, helping businesses manage scheduling, forecasting, and performance in customer service operations.
Assembled is a workforce management platform for support teams, helping businesses manage scheduling, forecasting, and performance in customer service operations.
Assembled is a modern support operations platform that unifies workforce management, BPO vendor oversight, and AI automation. Built for omnichannel environments, it enables digital-first enterprises to manage scheduling, performance, and cost across internal and outsourced teams, while enhancing service quality through data and AI.
Company Differentiation
Enterprise-grade platform trusted by Stripe, Etsy, Robinhood
Global availability and SOC 2 Type II certified
API-first architecture and real-time operations visibility
Supports any channel mix and organizational structure
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For businesses seeking efficient workforce management and scheduling solutions, CXponent offers expert guidance to help you evaluate and implement Assembled’s platform for optimizing support operations.
Key Features and Benefits
Workforce Management: Assembled provides powerful workforce management tools that enable businesses to create schedules, forecast demand, and track performance metrics.
Automated Scheduling: Assembled’s automated scheduling tools streamline the process of assigning shifts, ensuring optimal staffing levels for support operations.
Real-Time Reporting: Businesses can use Assembled’s reporting tools to monitor key performance indicators (KPIs) and track agent productivity in real-time.
Customizable Dashboards: Assembled offers customizable dashboards that give businesses a comprehensive view of workforce metrics, enabling data-driven decision-making.
Integration with Major Platforms: Assembled integrates with leading support and communication platforms, allowing seamless workflow management across different systems.
Technical Requirements
Internet Connectivity: Assembled is a cloud-based platform, so a stable internet connection is required for real-time updates and scheduling.
Device Compatibility: Assembled supports multiple devices, including desktops, tablets, and mobile phones, providing flexibility for remote and in-office teams.
Integration Capabilities: Assembled integrates with various platforms such as CRM systems, help desks, and communication tools to streamline workforce management.
Security & Compliance: Assembled complies with industry standards for data protection, ensuring that customer and workforce data is secure.
Business Requirements
Workforce Optimization Goals: Determine if your business requires tools to forecast demand, create schedules, and optimize staffing levels for better support operations.
Automation Needs: Identify if automation for scheduling and performance tracking can help reduce manual tasks and improve operational efficiency.
Integration Requirements: Ensure that Assembled integrates seamlessly with your existing platforms for managing customer support and workforce data.
Scalability Needs: Consider if Assembled’s platform can scale as your team grows and your support operations expand.
Use Cases
Contact Centers: Assembled helps contact centers manage staffing levels, forecast demand, and ensure that agents are scheduled efficiently to meet service level agreements (SLAs).
Retail & E-commerce: Retailers can use Assembled to manage support teams during peak seasons, ensuring that customer inquiries are handled promptly.
Technology Companies: Tech firms can leverage Assembled to manage their customer support teams, optimize response times, and track agent performance in real-time.
Healthcare Providers: Healthcare organizations can use Assembled to manage scheduling for administrative and support staff, ensuring efficient operations.
Qualifying Questions
Does your business need a workforce management tool to optimize scheduling and ensure adequate staffing levels?
Do you require automation tools to reduce the manual effort of scheduling and improve operational efficiency?
Are your current workforce management tools integrated with your customer support and CRM platforms?
Do you need real-time reporting and performance tracking to monitor agent productivity and improve decision-making?
Implementation Timeline & Considerations
Timeline: Implementation of Assembled’s workforce management platform typically takes a few weeks to a few months, depending on the size of your team and the complexity of your support operations.
Considerations: Plan for data migration, integration with existing systems, and agent training during deployment. Align your IT, operations, and support teams to ensure smooth implementation.
ROI and Business Impact
Cost Savings: Assembled’s automation tools reduce the need for manual scheduling and workforce management, leading to lower operational costs.
Increased Efficiency: Automated scheduling and real-time reporting improve workforce efficiency and help businesses better manage support teams.
Scalability: Assembled’s platform scales easily, supporting larger teams and more complex scheduling needs as your business grows.
Improved Workforce Performance: By providing real-time data and customizable dashboards, Assembled helps businesses track performance and make data-driven decisions, improving overall workforce performance.
Cost Model
Assembled offers flexible pricing based on the number of users and features required. Custom pricing is available for enterprises with complex scheduling and workforce management needs.
Roles of Decision Makers
Operations Leaders: Ensure that Assembled’s workforce management tools align with your business’s operational goals and help optimize staffing levels.
IT Leaders: Evaluate integration capabilities with your existing support platforms to ensure seamless data flow and reporting.
Customer Support Managers: Ensure that Assembled’s platform improves team efficiency, reduces scheduling errors, and helps maintain SLAs.
Executive Leadership: Align Assembled’s capabilities with broader business objectives, such as reducing costs and improving operational efficiency.
Additional Considerations & Helpful Tips
Scalability: Assembled’s platform scales with your business, allowing you to manage more agents, schedule more shifts, and handle more complex workforce operations as you grow.
Start with a Trial: Consider starting with a pilot program to evaluate Assembled’s features in your environment before a full-scale deployment.
Training & Support: Plan for comprehensive training to ensure that your support teams understand how to use Assembled’s workforce management tools effectively.
Next Steps
Curious if Assembled is the right fit for your business? CXponent can help you assess your needs and guide you through the decision-making process. With extensive experience in advising businesses on technology solutions, we provide personalized guidance to help you select the best solution.
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.
Optimize workforce scheduling, forecasting, and performance. Effectively manage your team with tools for time tracking, attendance, scheduling, and employee engagement.
