What is Dialpad Workforce Management (WFM)?

Best-in-class WFM

In mid-October, we announced our acquisition of Surfboard, a leading cloud-native workforce management solution provider. We’ve invested heavily in expanding our contact center as a service (CCaaS) offering, and Surfboard’s WFM platform makes it even more comprehensive. This integration will allow us to provide a best-in-class Ai-powered customer communications platform paired with native workforce management tools and insights.

Integrates seamlessly with Dialpad

Dialpad WFM helps support teams streamline and consolidate their operations with tools for scheduling, forecasting, and performance analytics. By integrating seamlessly with existing systems—such as voice and digital service providers, ticketing systems, HR platforms, and calendar tools—Dialpad WFM enables organizations to optimize staffing and resources as business needs evolve, allowing support leaders to focus on coaching agents and improving customer experiences.
 

Offers one tool for everything

Forecasting and capacity planning:

• Long and short-term staffing forecast

• Staffing heatmaps

• Scenario planning

• Backlog management

• Seasonal adjustments

Scheduling:

• Automatic shift and activity scheduling

• Round robin rotations

• Schedule change requests

• Agent availability

• Bulk and real-time edits

Performance:

• Adherence

• Occupancy

• Productivity

• Average interaction time

• Verify with ticket URLs

Reporting:

• Utilization

• Time and adherence

• Timesheet exports

• Shrinkage analysis

• Agent distribution

Any questions? Reach out to our Sales or Support team.