Assembled

Avantages

Assembled built custom features to comply with our needs:

- what-if analysis (we play around with different shifts and number of active agents to come up with the best scheduling. When we hire new agents, Assembled helps us identify what shifts we need them in);
- GCalendar integration;
- productivity score;
- custom reports (e.g. staffing requirements during the holiday season, specific schedule recommendations);
- Customer Support dashboard;
- schedule analytics (we see how many hours are devoted to special tasks, meetings, interviews, etc.);
- one-click adjustment of the workload prediction (in case of a campaign, new feature release, etc);

On top of that, Assembled is all about the outstanding customer and technical support! [SENSITIVE CONTENT HIDDEN] even flew over the Ocean to meet the team and see in their eyes how we use the tool. That’s what I call a personal touch.

Inconvénients

Take the existing backlog into consideration when forecasting the workload. I know that guys are already working on it.

Alternatives envisagées 

Pourquoi passer à Assembled

Avantages

There are so many great features about Assembled: the ability to display multiple time zones, templates, how easily you can move a member to a different team. As the person that creates the schedule for my team, these features have made scheduling so much easier compared to other WFM tools that we have used previously.

Inconvénients

I've noticed glitches from time to time with the dates of time off requests. It would be nice if a time off request is canceled that the base activity or previous tasks could be restored. While the time off requests overview is great, what could make it better is the ability to view both pending and approved requests at the same time.

Avantages

honestly nothing I do not like using it, and will use 5/9 whenever possible cause the reporting in 5/9 is much better

Inconvénients

the visualization, the way it is so bulky, and the fact that as a manager I have to decipher the data insteap of being able to get a snapshot is quite a turn off.

Avantages

Integration was definitely the easiest & quickest I've ever been apart of; Most tools will tell you a matter of months up to a year for implementation, but Assembled had us up & running within 2 weeks. Just an incredible support team who's always available to help us learn more about the tool, and really takes in our feedback to help make it even better. I can't say enough positive things about the support team, truly. The product is very easy to use from an admin to an end user perspective and really makes a lot of sense for how the layout of each page is. The biggest win was definitely being able to rely on the data that Assembled displayed from contacts & forecast to performance and schedule adherence, and everything in-between. The biggest value in any WFM tool is reliable data, from there we stopped questioning the accuracy and started digging into the trends we saw.

Inconvénients

The biggest challenges we have with the tool is around scheduling and audit trail tracking. For scheduling, there's a ton of manual work required for making schedule changes as some basic features (like shift swaps) just don't exist in the tool. There's also not a lot of bulk editing options when it comes to editing or adding multiple events at the same time so these must all be done manually on an agent by agent/day by day basis. The counter to that is copy & paste features work well and keyboard shortcuts are a huge plus as well to recover some of the time required for manual updates. We also have a bit of a blind spot in terms of audit trails for time off requests from an admin/manager perspective. We can see when time off is approved for agents, and the agent is notified who processed their time off, but we are unable to see who (which user) approved or denied a time off request from within the tool itself. There's also not an ability to limit specific areas of access within the tool by role so there's many 'hands in the cookie jar' if you will when it comes to schedule changes.

Alternatives envisagées 

Pourquoi choisir Assembled 

Pourquoi passer à Assembled

Avantages

It has been extremely easy to implement and we have done so without a workforce management team. It allows our supervisors to better manage the schedule and our managers to forecast our staffing needs easily.

Inconvénients

We wish it integrated with our HR platform and they have said it's on their plans but we havent gotten a firm date on that integratin.

Avantages

We liked that Assembled had all the integrations we were looking for and the features our business needed without being overly complicated or requiring a long commitment to get it up and running. Within a little more than a week our team had the platform fully configured and onboarded all of our 200+ agents and have had little problems ever since. Their support staff is very knowledgeable and fast to respond whenever we have questions and the relationship with the Assembled team has been very good since implementation.

Inconvénients

Could use some more granularity options with the forecasting features and would also like to see better support for outbound calling. Although, everything else has been excellent.

Avantages

I love the ease of use - It is helpful in sorting by location, level or "skill", channel and more! It helps my Leads maintain coverage across our channels seamlessly, reallocate bandwidth, and share out schedules. It also helps us project for volume against coverage and easily factor in PTO to daily coverage. The integration with Slack is key for our associates who are able to check who else is staffed alongside them on live channels and coordinate accordingly.

Inconvénients

As a newer platform, it is not completely built out to the level of capabilities that some older brands might be (comes with time!) but they are very agile and adaptable.

Avantages

LOVE this software. This is my favorite work application. Very easy to use and intuitive

Inconvénients

I have no cons about Assembled at this time

Avantages

Easy to use like Staffing(scheduling) to make real time changes. It provides a time stamp and a person who was last touched. Also can review the historical editing. Template is a big help when creating a team schedule with a specific range.

Inconvénients

Gathering data like actual volume and adherence there are some delays, some times it also does not sync to other tools that we are using. When running a template, if you manual inputs can't be override.

Avantages

The options where you can access the reports. You can also view individual schedule.

Inconvénients

I like everything in Assembled, though it's a bit new to me, but I can easily understand the tool.

Avantages

Integration was easy with Zendesk unlike other platforms that I have used. The most likeable about Assembled is how they take action on our feedback and how quick the turnaround time is. I would highly recommend them to all my connections, in fact; I already did and I know they landed on a contract. Both Founders are technology-savvy, easy to talk to and knows their way around their platform (literally!).

Inconvénients

Improvement on communication. If you do not have the feature, let us know; then let's talk!

Alternatives envisagées 

Avantages

Assembled is a very user-friendly platform. I love how easy it is to create schedules using the Templates feature.The Real time feature gives us an insight into adherence and performance, and it's handy for monitoring.The reports offered are complex.Love how Assembled is hosting workshops about the platform's features - it helps a lot to learn more and see different perspectives from people.I've been using Assembled for our CX team for 2 years, and I've witnessed their growth and commitment to better themselves with every feedback from their users.

Inconvénients

I don't mainly use the time off feature as it's not linked with our HR platform, so it creates an extra step for the team, but that's just a process preference.

Avantages

Assembled is easy to use and the features are intuitive. It allows visibility on attendance, and easy amendments on rosters depending on the needs of the business, and its analytics is precise.

Inconvénients

Right now, I do not find any issues about Assembled that I dislike.

Avantages

Assembled provides an all-encompassing set of tools that allow you to easily forecast your inbound volume and create schedules for your team to cover that volume. The reporting is solid, it's fairly easy to create schedules days or weeks at a time, and is simple to navigate. Unlike other tools, Assembled seems to also care about the agent experience, and has done a good job in creating a sophisticated product that is easy for agents to grasp. Finally, I've been impressed with their out-of-the-box integrations with other software, which was of critical importance to us when searching for a scheduling tool.

Inconvénients

Assembled is still a young company, so there are plenty they can work on. In an ideal world, the tool would generate schedules for our team based on projected volume and rules we set, and the product isn't quite there yet. The forecast is still a work in progress and I'm hopeful the new seasonal forecast can be leveraged by the time our busy season starts again.

Alternatives envisagées 

Pourquoi choisir Assembled 

Pourquoi passer à Assembled

Avantages

Integration was quick and issue free, felt supported through the entire process. Out of the box I believe this is the best WFM product for any company needing a user friendly platform which integrates with Zendesk. Support team is always responding quickly and really dives into any issues.

Inconvénients

Load time on reports has been longer than what we would expect, I would also like to see more metrics pulled in from Zendesk as well to decrease the manual reporting I do. Fortunately this is all in the roadmap for the product.

Avantages

I really like how easy it was to implement with Zendesk. I used to spend about 25 hours a week solely on WFM and this tool has saved me about 10-12 hours a week. We also used to have 3 people managing the schedules before now I can do it alone! Support has been amazing also best in class!

Inconvénients

Long load times, I wish we could do custom reports, when exporting data to excel the columns come out different every time. So that causes for a lot of manual analysis. I wish it was easier to see how many agents I needed to add on or not a year from now.

Avantages

Assembled really simplifies the complicated task of seeing your staffing across interval and vendor sites. Not only are we able to create/manage internal schedules directly in the tool, but we can also have all of our 1000+ vendor schedules aggregated as well. This is a feature that I have always wanted and have never been able to properly get with other software solutions.

Additionally, Assembled is able to integrate into many different systems and allows for a comprehensive "command center" view of real time staffing and queue volumes. Furthermore, the software is able to combine inputs from different systems to provide an easy to read overall view.

Inconvénients

Assembled is a relative newcomer to the Workforce software space and, as expected, doesn’t have every feature of the other long established solutions. However, they have turned this into an advantage by working closely with customers to build out the features they want.

Avantages

User-friendly, new features getting added frequently from time to time, I'm getting notified of the updates and new features added every time.

Inconvénients

Just the report for Login and logout time to be exported as a time stamp including the date and time for the taken action from the user.

Avantages

Assembled has changed radically the way we do capacity planning in my support department. In the past, we were using sheets but when the team doubled in size, we weren't able to cope with the different changes in our workforce (OOO, breaks, and other considerations) in a timely manner.

Assembled helped us thanks to its amazing forecasting, which has proven to be extremely accurate, and how robust the scheduling options are. Now our different GEOs have access to a centralized and up to date picture of what's going on. The tool is easy to use and understand for both admin and agents.

Assembled also helped to streamline our PTO request process, making it more efficient, and also our agents can now swap shifts between themselves which have relieved a lot of back and forward communication. We've used also the API to integrate seamlessly with Slack and Zendesk empowering our users immensely.

Support is really good and everyone that works in Assembled is super nice and always willing to help.

A fantastic piece of software, overall.

Inconvénients

Some glitches in the UI every now and then.

Avantages

Visibility is great for workforce management. We can easily know the balance actual available employees vs task (ex. ticket number). Especially when the company is global company, the workload and employees available is changed by timezone. This software helps to manage it

Inconvénients

Not critical and may be because of my lack of knowledge of this product. Changing schedule and applying to team schedule is not intuitive. Had struggle to know how I can apply.

Avantages

Great user interface, easy to use, easy to implement, amazing customer service, great reporting package.

Inconvénients

Assembled would be more competitive if they offered more integrations.

Avantages

After a brief implementation and coaching session with the wonderful people in Support and CS at Assemble, this is by far the most accessible WFM tool designed for Support teams. I am sure it can expand beyond Support, and I'm excited to get there.

Inconvénients

At times there are a few hiccups between what users do in the Helpdesk vs what Assemble captures. This could be do the the partner API however, it is near real-time and that is a plus.

Alternatives envisagées 

Pourquoi passer à Assembled

Avantages

Main benefit is definitely time. I save so much time with simply using templates on monthly basis. It's a simple as clicking the button and voila - it's ready!

Inconvénients

So far I haven't really encountered anything that I could point out. I wouldn't call it a dislike but more of a "feature request" to have a tool that allows you to create the same event for multiple people.

Avantages

Assembled easily provides our agents visibility on what channels they're staffed to each day and when their breaks are, and team leads can easily make changes to schedules if needed.

Inconvénients

I wish there were an option for changes to be auto-saved! The Assembled team did give a heads-up that clicking the save button was needed to lock in change, but I still overlooked it a few times at first — it's a bit hidden!

Avantages

Assembled helped us reduce hours of manual work each day to prepare for the following days work down to 30 minutes or less. Their algorithms to match agent availability with schedule forecasting helps create a "daily breakdown" that is 90% complete that a human can polish off to finish.

Inconvénients

We haven't used monthly schedule forecasting yet, but plan to in the near future.