Dialpad WFM

Overview

The product forecasts contact volumes across queues, inboxes, or channels, builds schedules around operational needs, and tracks agent performance. It is designed specifically for contact-center staffing rather than general-purpose workforce planning. Forecasts draw on 12 months of historical voice and SMS data from a connected Dialpad account. For supported customer-service integrations, generation typically takes around 72 hours, so teams should allow for setup before relying on forecasts.

Dialpad says WFM can access contact volumes but not message content; content is redacted during collection. Dialpad states that WFM is SOC 2 compliant, and describes TLS encryption in transit and AES 256-bit encryption at rest for Dialpad application data.

Key features

Forecasting and scheduling

Interval forecasting and automated scheduling help teams align shifts with expected demand. Skills-based scheduling can account for the capabilities needed across different work, while agent self-service gives staff a role in managing their schedules. These tools make WFM a stronger fit for contact centers balancing varied queues than for teams that only need basic shift calendars.

Live coverage and performance

The dashboard shows agents, activity, and queue coverage, refreshing every minute. Managers can edit schedules and redeploy coverage as conditions change, making intraday management a practical strength. Reports cover adherence, occupancy, and productivity, but depend on integration setup and published schedules. Performance tracking is not supported for integrations absent from Dialpad’s adherence setup documentation, so teams should confirm their systems qualify before treating these reports as a core requirement.

Integrations and API

The customer-service integrations page names Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer, and Talkdesk. Time-off calendar integration and Outlook syncing for meetings and time off are also supported. Outlook sync is one-way: information flows from Outlook to WFM, not from WFM back to Outlook with schedules or shifts. The API provides schedule and agent performance data through the Dialpad API or legacy Surfboard API, depending on customer type. Access requires contacting a Customer Success Manager for a secure token, which adds a step for teams building their own workflows.

Pricing

Dialpad WFM uses paid, custom pricing. The Dialpad WFM plan has no published price; contact a Customer Success Manager to discuss adding it to a Dialpad plan. It is also available as a standalone product. Since there is no published amount or seat quota, teams should request a quote against their staffing needs before comparing total cost. There are no cheaper or free WFM tiers described.

Platforms

Dialpad WFM supports Android, iOS, macOS, web, and Windows, and provides API access. It is cloud deployed, so the listed platform coverage spans mobile, desktop, and browser use rather than an on-premises deployment.

Who it's for

Contact centers that need interval demand planning, skills-based schedules, adherence reporting, and minute-by-minute coverage visibility should shortlist Dialpad WFM, particularly when their service systems are supported. It is less suitable for teams that need transparent self-serve pricing, immediate forecasting without historical data setup, performance tracking across unlisted integrations, or two-way Outlook schedule sync.

Pros and cons

• Pro: Interval forecasts, automated scheduling, and skills-based planning address both expected demand and agent capabilities.
• Pro: A dashboard that refreshes every minute supports schedule edits and intraday redeployment.
• Pro: Redaction of message content limits what WFM sees while it collects contact volumes.
• Con: Forecasting depends on 12 months of connected Dialpad voice and SMS history, and supported integrations typically take around 72 hours to generate forecasts.
• Con: Performance reports depend on setup and published schedules, and some integrations do not support performance tracking.
• Con: Outlook sync is one-way, and API access requires a Customer Success Manager-issued token.
• Con: Custom pricing makes it harder to assess cost before contacting Dialpad.

Alternatives

Call Center Workforce Management Software is a useful starting point for comparing workforce management products across the category.

• Daktela WFM may suit teams seeking a free tier: its Admin plan costs 0.00 EUR per free for users without scheduled shifts, and it also offers a free trial.
• Turnella is worth considering for teams wanting a no-cost starting point: its Core Turnella plan is 0.00 USD per free, with no credit card, trial period, or expiry.
• CommunityWFM offers Essentials for small and mid-size contact centers under 100 agents at a single site, and Enterprise for large and multi-site teams of 101–10,000 agents.
• Pipkins Vantage Point is another paid option, with pricing and availability handled through sales.
• QStory Workforce Management is a paid alternative whose plans are discussed with QStory.
• RingCX AI Workforce Management may appeal to buyers seeking a published monthly price: RingCX costs 65.00 USD per month and includes unlimited minutes, core contact center features, and AI tools.
• Aspect Workforce is a paid option with per-seat, tiered pricing tailored to team size by custom quote.
• Verint Workforce Management is another paid alternative; its Enterprise Workforce Management plan requires contacting sales for pricing.

Verdict

Choose Dialpad WFM if your contact center needs interval forecasting, skills-based scheduling, and live intraday coverage management, and your integrations support the reporting you need. Its combination of planning and real-time redeployment is the main reason to choose it; custom pricing, setup dependencies, and one-way Outlook sync are good reasons to compare alternatives first.