Dialpad Workforce Management

Dialpad Workforce Management provides contact centers with demand forecasting, capacity planning, agent scheduling, adherence tracking, and performance management. It automates shift planning to account for changing contact volumes. Managers can monitor adherence in real time, review agent productivity across channels, and analyze behavioral trends. Scheduling tools include activity rotation, shift swaps, and time-off requests. Reports cover utilization, time and adherence, timesheet exports, shrinkage, and agent distribution. The product supports skills-based scheduling, intraday management, and omnichannel forecasting for phone, email, chat, SMS, WhatsApp, Facebook, Facebook Messenger, and Instagram. Dialpad says the WFM capabilities grew from its acquisition of Surfboard and bring native scheduling, forecasting, and adherence tracking into Dialpad Support. It is available to Dialpad users as an add-on and as a standalone product; standalone buyers are directed to a Customer Success Manager. Monthly Support plans with WFM as an add-on are Essentials at $95 a month, Advanced at $135 a month, and Premium at $170 a month. After an integration is connected, forecasts typically take around 72 hours to generate. Dialpad says contact volumes are collected, not contact content, which is redacted during collection.

Dialpad WFM combines forecasting, scheduling, adherence, and reporting for contact-center operations. Buyers should account for the forecast setup delay and request standalone pricing from a Customer Success Manager.

It suits contact center managers who need to forecast demand, schedule agents, track adherence, and review performance across channels. Standalone availability and Support add-ons give Dialpad users more than one route to access it.

Dialpad Workforce Management is a contact-center workforce planning suite for organizations coordinating agents across voice and digital channels. It is strongest for teams already using Dialpad Support or one of its supported service integrations. The combination of demand planning, flexible scheduling and live adherence monitoring makes it a serious operational tool, but the forecast-generation wait and quote-based WFM pricing make planning the purchase essential.

Overview

Built from Dialpad’s acquisition of Surfboard, WFM adds forecasting, capacity planning, scheduling, adherence and performance management to Dialpad Support. It can also be purchased as a standalone product, so it fits both existing Dialpad customers and contact centers standardizing workforce operations separately. Dialpad collects contact volumes rather than contact content, redacting content during collection, which keeps the forecasting input focused on workload rather than conversation text.

Key features

Demand and omnichannel forecasting account for changing inflow levels, while capacity planning, skills-based scheduling and intraday management help managers adjust coverage as conditions change. That combination is more useful than a static roster for centers handling uneven demand. There is a practical setup constraint: after an integration is connected, Dialpad says forecasts typically take about 72 hours to generate.

Scheduling includes automatic activity rotation, shift swaps and time-off requests. Managers can watch schedule adherence in real time, follow productivity across channels and examine behavioral trends. Reporting covers utilization, time and adherence, timesheet exports, shrinkage and agent distribution, giving supervisors several ways to connect staffing decisions with actual coverage and activity.

Channel support spans phone, email, chat, SMS, WhatsApp, Facebook, Facebook Messenger and Instagram. Integrations include Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer and Talkdesk. API access is available, which matters to organizations connecting WFM data to broader operational systems.

Security and administration are appropriate for regulated or centrally managed environments. Dialpad states that its products are SOC 2 Type II compliant, HIPAA-ready and designed to support GDPR requirements, with annual ISO 27001:2022, ISO 27017:2015 and ISO 27018:2019 certification. Role-based access and SAML/SCIM connections for Okta, Azure, Google Workspace and OneLogin support controlled deployment.

Pricing

WFM pricing is available on request, including for the standalone product; interested customers are directed to a Customer Success Manager. Existing Dialpad Support customers can add Workforce Management to any of these monthly plans:

The published figures are monthly Support-plan prices, not an all-in WFM total. Buyers should request the add-on or standalone quote before comparing total costs.

Platforms

Dialpad publishes apps for iOS, Android, macOS and Windows, plus ChromeOS support and a Chrome web extension. The service is also available through the web, covering desktop browser workflows alongside native apps.

Who it's for

Dialpad WFM is a good match for multi-channel contact centers that need demand forecasting, skills-based schedules and intraday intervention in one operating process. It is especially logical for Dialpad Support customers or teams using Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer or Talkdesk. Centers that need forecasts immediately after connecting a system, or buyers unwilling to negotiate custom WFM pricing, should look elsewhere.

Pros and cons

Pros

• Broad planning coverage: demand and omnichannel forecasting, capacity planning, skills-based scheduling and intraday management address both advance planning and same-day changes.
• Useful agent controls: automatic activity rotation, shift swaps and time-off requests reduce the administrative work around schedule changes.
• Operational visibility: real-time adherence, cross-channel productivity tracking and shrinkage and distribution reports help managers diagnose coverage problems.
• Wide channel and integration scope: support for eight listed channels and nine customer-service platforms suits mixed-service operations.
• Enterprise controls: role-based access, SAML/SCIM and stated compliance certifications support governed deployments.

Cons

• Forecast setup delay: the typical 72-hour generation time after integration means planning is not immediate at launch.
• Unpublished WFM price: the add-on and standalone totals require a Customer Success Manager, complicating upfront budget comparisons.
• Dependency on a Support plan for add-on buyers: Essentials, Advanced and Premium prices cover Support plans; WFM is an additional purchase.

Alternatives

• Contact Center Workforce Management Software is the broader category guide for comparing workforce-management options.
• Webex App is a freemium collaboration option with a free plan supporting meetings up to 40 minutes and 100 attendees, rather than a direct WFM equivalent.
• Daktela WFM is worth considering when a free plan, free trial and an Admin tier at €0 are priorities.
• Mitel Secure Cloud offers Essential and Elite service packages with custom pricing.
• Amazon Connect suits buyers wanting usage-based contact pricing, including $0.01 per SMS contact on the listed plan, with a free trial.
• Avaya Workforce Engagement Workforce Management is a paid option with self-hosted availability and quote-based pricing.
• Pipkins Vantage Point is a paid workforce-management product with pricing and availability handled by sales.
• QStory Workforce Management is another paid option whose plans are discussed directly with QStory.
• RingCX AI Workforce Management lists a $65-per-month RingCX plan with unlimited minutes, core contact-center features and AI tools.

Verdict

Choose Dialpad Workforce Management if your contact center needs forecasting through intraday control, works across several channels and values adherence and reporting tied to Dialpad Support integrations. Its main reason to choose is the breadth of planning and live operational oversight in one system. Look elsewhere if a predictable published WFM price or immediate forecasts after setup is more important than integration depth.