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SureWFM
What SureWFM is
SureWFM is a web-based workforce management platform for contact centers and BPOs. It combines forecasting, staffing calculations, schedule generation, agent self-service, and real-time intraday management. It uses uploaded history to forecast interval-level volume and average handle time, then calculates staffing needs with a forward or backward Erlang C engine. Results show calculation inputs and intermediate values, shrinkage, occupancy caps, and the engine version. Forecasting covers voice and can model deferred work such as email, chat, and back-office queues. Managers can generate schedules against a locked forecast, compare required and scheduled coverage, and manage edits with guardrails, undo and redo, and locking. Agents can view schedules and standing, bid for shifts using performance tiers, request swaps, and manage leave. The intraday grid compares original, revised, projected, and actual values and supports reforecasting and end-of-day projections. SureWFM is web-only, with no on-premises installation. Plans include Starter at $599 a month and Growth at $899 a month, both billed month to month; Partner is $1,500 a month, billed custom.
Who it suits
SureWFM suits contact centers and BPOs that need forecasting, scheduling, agent self-service, and intraday management. Its plans cover teams of up to 800 agents, with multiple sites on Partner.
What it does well
- Forecasts volume and handle time from uploaded history
- Shows Erlang C calculation details and engine version
- Supports voice, email, chat, and back-office forecasting
- Agents can bid, swap shifts, and manage leave
What to know first
- No free plan
- Web-based only; no on-premises installation
- Starter costs $599 a month
- Standard connectors start at $800 per project
Limits
Starter covers up to 100 agents, one line of business, one site, and five user accounts. Its email support response time is two business days.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Partner | Custom; month to month or annual; from $1,500/mo · 301–800 agents · Multi-LOB · multi-site · fully managed · unlimited user accounts · dedicated WFM advisory · custom integrations included | $1,500 a month |
| Starter | month to month · Up to 100 agents · 1 LOB · 1 site · up to 5 user accounts · 2 onboarding sessions · email support, 2-business-day response | $599 a month |
| Growth | month to month · 101–300 agents · Multi-LOB · 1 site · up to 15 user accounts · 4 onboarding sessions · partial regeneration · white-label branding · priority chat and email, 1-business-day response | $899 a month |
As surewfm.com lists them, read 4 Oct 2026. The maker's own page has the final word.
Getting started
- Visit surewfm.com.
- Use the web-based platform; no on-premises installation is offered.
- Choose a plan: Starter, Growth, or Partner.
- Upload historical data to create forecasts.
- Arrange custom integration work if connecting phone, HR or timekeeping systems, or CRMs.
Verdict
SureWFM brings forecasting, scheduling, agent tools, and intraday tracking into one web-based platform. Check its plan limits, support response times, and integration costs against your contact center’s needs.
Questions
How much does SureWFM cost?
The pricing note says plans start at $449/mo (annual). Starter costs $599 a month, billed month to month; Growth costs $899 a month, billed month to month. Partner is listed at $1,500 a month, with custom billing month to month or annually and a stated starting price of $1,500/mo.
Is there a free plan?
No, SureWFM does not offer a free plan.
Which platforms does SureWFM support?
SureWFM is web-based and has no on-premises installation.
What channels can its forecasts cover?
Supported channels are voice, email, chat, and back-office. Forecasting specifies voice queues and backlog-aware modeling for deferred work such as email, chat, and back-office queues.
Can SureWFM connect to other systems?
Custom integration or API work can connect it to phone systems, HR or timekeeping systems, and CRMs. Standard connectors start at $800 per project; Partner includes custom integrations.
What are the plan limits?
Starter supports up to 100 agents, one line of business, one site, and up to five user accounts. Growth supports 101–300 agents, multiple lines of business, one site, and up to 15 user accounts; Partner supports 301–800 agents, multiple lines of business, multiple sites, and unlimited user accounts.
Facts from SureWFM's own pages
- Agent self-service
- Agents can view schedules and standing, bid for shifts using transparent performance tiers, request swaps, and manage leave. · surewfm.com, 4 Oct 2026
- Calculation trace
- Forecast results include Erlang C inputs, intermediate values, shrinkage, occupancy caps, and the engine version used. · surewfm.com, 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, 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, 4 Oct 2026
- Deployment
- SureWFM describes itself as web-based and says it has no on-premises installation. · surewfm.com, 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, 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, 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, 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, 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, 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, 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, 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, 4 Oct 2026