On the recordRead 4 Oct 202613 facts
SureWFM
Plans and prices
Starter
$599a month
Up to 100 agents · 1 LOB · 1 site · up to 5 user accounts
Read 4 Oct 2026 · surewfm.com
Growth
$899a month
101–300 agents · Multi-LOB · 1 site · up to 15 user accounts
Read 4 Oct 2026 · surewfm.com
Partner
$1,500a month, billed yearly
301–800 agents · Multi-LOB · multi-site · fully managed
Read 4 Oct 2026 · surewfm.com
On the record
- Agent self-service
- Agents can view schedules and standing, bid for shifts using transparent performance tiers, request swaps, and manage leave.surewfm.com · read 4 Oct 2026
- Calculation trace
- Forecast results include Erlang C inputs, intermediate values, shrinkage, occupancy caps, and the engine version used.surewfm.com · read 4 Oct 2026
- Channels
- The forecasting page specifies voice queues plus backlog-aware modeling for deferred work such as email, chat, and back-office queues.surewfm.com · read 4 Oct 2026
- Company background
- The company says its founders built SureWFM after more than 13 years in contact-center operations and workforce management.surewfm.com · read 4 Oct 2026
- Deployment
- SureWFM describes itself as web-based and says it has no on-premises installation.surewfm.com · read 4 Oct 2026
- Forecasting
- It creates interval-level volume and AHT forecasts from uploaded history and calculates staffing requirements with a forward/backward Erlang C engine.surewfm.com · read 4 Oct 2026
- Integrations
- Custom integration/API work can connect SureWFM to phone systems, HR or timekeeping systems, and CRMs; standard connectors start at $800 per project.surewfm.com · read 4 Oct 2026
- Intraday management
- The real-time grid tracks Original, Revised, Projected, and Actual values, supports intraday reforecasting, and projects end-of-day service level and over/under FTE-hours.surewfm.com · read 4 Oct 2026
- Purpose
- SureWFM is a workforce management platform for contact centers and BPOs covering forecasting, scheduling, agent self-service, and real-time intraday management.surewfm.com · read 4 Oct 2026
- Scheduling
- Schedules can be automatically generated against a locked forecast, with live required-versus-scheduled coverage, edit guardrails, undo/redo, and locking.surewfm.com · read 4 Oct 2026
- Security
- SureWFM says row-level security isolates tenant data, automated tests check isolation on every database-layer change, and the platform is hosted in ap-southeast-1, Singapore.surewfm.com · read 4 Oct 2026
- Security roadmap
- The product page lists dashboards and reporting, along with an enterprise pack for advanced security posture and scale readiness, as coming soon.surewfm.com · read 4 Oct 2026
- Support
- Starter includes email support with a two-business-day response, Growth includes priority chat and email with a one-business-day response, and Partner includes same-business-day priority support.surewfm.com · read 4 Oct 2026
