Daktela WFM

Overview

Daktela WFM is workforce management software for omnichannel contact centres, best suited to teams coordinating large agent rosters and already using Daktela’s contact-centre platform. Its strongest case is the connection between forecasting, scheduling and contact-centre operations; AI-powered forecasting is still marked as coming soon.

Managers can schedule hundreds of agents for a month in one action, a useful shortcut for complex rosters. The product is purpose-built for contact centres, so organisations seeking a general staff rota should look elsewhere.

Daktela was established in 2005 and is headquartered in Prague, Czech Republic.

Key features

Forecasting and schedule optimization

Demand and volume forecasts use historical contact-centre data to help managers plan coverage. Schedule optimization uses real-time data, with compliance monitoring and a drag-and-drop interface. Skills-based scheduling supports matching coverage to the capabilities a contact centre needs. AI-powered forecasting is not yet presented as available, so teams that need it now should not treat it as part of the current offer.

Agent self-service

Through an app, agents can submit availability, request shift changes, swap shifts and manage leave. That gives staff a direct route for routine requests, while managers retain oversight of schedules.

Integration, customization and security

Native integration with Daktela PBX Omnichannel uses existing contact-centre data and shows agent schedules in the contact-centre interface. That is a practical advantage for Daktela customers; teams on other platforms may need to use the REST API to connect WFM with CRM, payroll or time-and-attendance systems and customize its behaviour.

Daktela says WFM includes 24/7 support. Native integration also brings one SLA and one support phone number, a simpler support path for customers using its contact-centre platform. Daktela states that it complies with GDPR and ISO 27001 and regularly conducts external penetration tests on Daktela Cloud. It also says it holds ISO 9001:2015 and ISO/IEC 27001:2022 certifications from Alcumus ISOQAR with UKAS accreditation.

Pricing

Daktela’s pricing note starts at €12/user/mo and advertises a 14-day free trial. The product page also invites visitors to try a free demo. Confirm which offer applies to the required plan before committing.

The Admin plan is free and includes full management and planning setup at no extra cost. It is intended for users without scheduled shifts, so it is not the free route for agents who need shift scheduling.

The Agent plan is shown at €20 / month and includes AI shift planning, traffic prediction and 24/7 support. The price is monthly, but no billing interval beyond that is stated. The gap between the €12/user/mo starting note and the €20 / month Agent price makes it important to confirm the applicable price and terms for the team. No seat cap or renewal terms are given.

Platforms

Daktela WFM supports Android, iOS, macOS, web and Windows, with an API also available. Its app-based agent self-service and API connections give teams options across devices and connected business systems.

Who it's for

This is a strong fit for contact-centre teams that need to forecast demand, schedule agents and monitor coverage, particularly those already using Daktela PBX Omnichannel. Its month-at-a-time scheduling and agent self-service address both manager planning and day-to-day shift changes. A team seeking general-purpose workforce scheduling, or one that requires AI-powered forecasting today, should consider alternatives.

Pros and cons

Pros

• One-action scheduling for hundreds of agents across a month can reduce the effort of building large rosters.
• Historical-data forecasts, real-time optimization and compliance monitoring bring planning and schedule oversight together.
• Agent self-service covers availability, shift swaps, changes and leave, reducing reliance on managers for routine requests.
• Native Daktela integration, 24/7 support and one SLA provide a joined-up option for existing Daktela contact-centre customers.

Cons

• AI-powered forecasting is marked as coming soon, limiting its appeal to teams that require that capability now.
• The free Admin plan is for users without scheduled shifts, not a free scheduled-agent tier.
• The €12/user/mo starting note and €20 / month Agent price call for confirmation of the applicable plan cost and terms.
• The product’s contact-centre focus and strongest native integration make it less suited to general rota needs or teams seeking a ready-made connection to another contact-centre platform.

Alternatives

For a small or mid-size contact centre at a single site with fewer than 100 agents, CommunityWFM has an Essentials plan positioned for that scale; its Enterprise plan is aimed at large and multi-site teams of 101–10,000 agents.

Dialpad WFM is worth considering for Dialpad users who want to add WFM, or for teams looking for it as a standalone product; pricing requires contacting a Customer Success Manager.

Pipkins Vantage Point is another paid option, with pricing and availability handled through sales.

QStory Workforce Management is a paid alternative whose price plans are discussed with QStory.

RingCX AI Workforce Management lists a RingCX plan at 65.00 USD per month with unlimited minutes, core contact-centre features and AI tools; consider it if those bundled capabilities suit your requirements.

Aspect Workforce uses per-seat pricing tailored by team size, with a custom quote.

Verint Workforce Management is a paid alternative with enterprise workforce management; contact sales for pricing.

Genesys Cloud Workforce Management offers a Genesys Cloud CX 3 plan at 155.00 USD per month, billed per user/month billed annually, with workforce management, employee performance, forecasting and scheduling, and WEM capabilities. It may suit teams seeking that broader listed bundle rather than Daktela’s contact-centre integration.

Browse Call Center Workforce Management Software, Customer Service Workforce Management Software, Contact Center Workforce Management Software or WhatsApp Customer Service Software for more options.

Verdict

Daktela WFM is a sensible choice for contact-centre teams that need large-scale scheduling, workforce coverage planning and agent self-service, especially when paired with Daktela PBX Omnichannel. Its integrated workflow and support are the main reasons to choose it; the clearest reasons to look elsewhere are a need for AI forecasting now, a general-purpose rota, or a confirmed price and seat structure before evaluating the offer.