Daktela WFM

Daktela WFM is workforce management software for omnichannel contact centres. It suits teams planning agent coverage against changing demand, especially those already using Daktela’s contact-centre platform. Its appeal is the mix of forecasting, scheduling and agent self-service; teams needing AI-powered forecasting now should look elsewhere.

Overview

Managers can build a month of shifts for hundreds of agents in one action, a useful scale for larger operations. Forecasts draw on historical contact-centre data, while schedule optimization uses real-time data, compliance monitoring and a drag-and-drop interface. AI-powered forecasting is still a future addition.

Daktela was established in 2005 and is headquartered in Prague, Czech Republic. WFM is purpose-built for contact-centre staffing rather than general-purpose rota management.

Key features

Forecasting and scheduling

Demand and volume forecasting help managers estimate workload and plan coverage. Skills-based scheduling adds a way to match shifts to the capabilities an operation needs. Real-time schedule optimization and compliance monitoring are useful for keeping plans aligned with operating conditions, though the product’s AI-powered forecasting is not yet ready for teams that need it today.

Agent self-service

Agents can submit availability, request shift changes, swap shifts and manage leave through an app. That gives staff a direct route for routine scheduling requests rather than sending every change through a manager.

Integration and security

Native integration with Daktela PBX Omnichannel uses existing contact-centre data and displays schedules in the contact-centre interface. For organisations using that platform, this can reduce the friction of moving between workforce and contact-centre tools; the integration is less compelling for teams on other systems. A REST API supports customization and connections to CRM, payroll and time-and-attendance applications.

Daktela says it complies with GDPR and ISO 27001 and regularly conducts external penetration tests on Daktela Cloud. It also holds ISO 9001:2015 and ISO/IEC 27001:2022 certification from Alcumus ISOQAR with UKAS accreditation. WFM includes 24/7 support; native integration provides one SLA and one support phone number.

Pricing

Daktela’s pricing note starts at €12/user/mo, with a 14-day free trial. The product page also invites visitors to try a free demo. The published plan details give two options:

• Admin: free, billed Free. It provides full management and planning setup at no extra cost and is intended for users without scheduled shifts. This is useful for administrative access, not for agents who need shift planning.
• Agent: €20 a month, billed €20 / month. It includes AI shift planning, traffic prediction and 24/7 support.

The free Admin option is limited by role: it does not serve users with scheduled shifts. The Agent plan is the paid choice for scheduled staff, but its stated price differs from the €12/user/mo starting price, so buyers should confirm which seats or terms each figure covers before budgeting.

Platforms

Daktela WFM supports Android, iOS, macOS, Windows and web, and offers an API. This gives teams desktop and mobile access alongside integration options.

Who it's for

Choose Daktela WFM if your contact centre needs demand forecasting, agent scheduling and coverage monitoring, particularly if it already runs Daktela PBX Omnichannel. Its scale-oriented scheduling and agent self-service fit operations with many shifts and routine availability or leave changes. It is a weaker fit for general staff rostering or teams that require AI-powered forecasting immediately.

Pros and cons

• Pros: Month-long schedules for hundreds of agents can be created in one action, supporting larger planning workloads.
• Pros: Agent availability, shift changes, swaps and leave requests can be handled through an app.
• Pros: Native Daktela integration, API connections and 24/7 support give contact-centre teams several routes to fit WFM into operations.
• Cons: AI-powered forecasting is marked as coming soon, so it is not a current option for teams that need it.
• Cons: Admin is free only for users without scheduled shifts, while the Agent plan is €20 a month; buyers should verify how the starting price applies to their team.

Alternatives

For a broader shortlist, compare Call Center Workforce Management Software, Customer Service Workforce Management Software and Contact Center Workforce Management Software. If WhatsApp support is the priority, browse WhatsApp Customer Service Software.

• Turnella or GetWFM may suit buyers seeking a freemium option with a free plan; both support web.
• Dialpad WFM is worth considering for Dialpad users or buyers wanting a standalone product. It supports Android, iOS, macOS, Windows, web and API; pricing is discussed with a Customer Success Manager.
• CommunityWFM offers Essentials for small and mid-size contact centres under 100 agents at a single site, and Enterprise for multi-site teams of 101–10,000 agents. Both plans have custom pricing; it supports Android, iOS and web.
• Pipkins Vantage Point has custom pricing and supports iOS, macOS and web.
• QStory Workforce Management has pricing discussed with QStory and supports Android, iOS and web.
• RingCX AI Workforce Management costs $65 a month for unlimited minutes, core contact-centre features and AI tools; it supports Android, API, iOS and web.
• Aspect Workforce uses per-seat, tiered pricing tailored to team size through a custom quote, and supports Android, API, iOS, self-hosted and web.

Verdict

Daktela WFM is a strong fit for contact centres that want to plan large agent rosters, forecast workload and give staff self-service tools, particularly when they already use Daktela PBX Omnichannel. Its practical strengths are scheduling scale and integrated workflows. Look elsewhere if you need AI-powered forecasting now, or if a general-purpose rota is a closer match.