Daktela WFM

Overview

Daktela WFM is a contact-centre workforce management product for teams coordinating agent schedules across channels. It is best suited to operations already using Daktela’s contact-centre platform; its strongest case is the combination of scheduling and native integration, while AI-powered forecasting remains a future addition.

Managers can create month-long schedules for hundreds of agents in one action. That scale is useful for busy operations, though the product’s focus on contact centres makes it a less natural fit for businesses seeking a general-purpose staff rota.

Daktela was established in 2005 and is headquartered in Prague, Czech Republic.

Key features

Forecasting and schedule optimization

Demand and volume forecasts draw on historical contact-centre data, helping teams plan coverage against expected workload. Daktela also describes schedule optimization using real-time data, compliance monitoring and a drag-and-drop interface. Skills-based scheduling can help align coverage to the capabilities a contact centre needs. AI-powered forecasting is marked as coming soon, so teams requiring that capability now should look elsewhere.

Agent self-service

Agents can submit availability, request shift changes, swap shifts and manage leave through an app. That gives staff a direct way to handle routine scheduling needs and can reduce the number of changes managers have to process themselves.

Integration, security and support

Native integration with Daktela PBX Omnichannel uses existing contact-centre data and shows agent schedules in the contact-centre interface. For Daktela customers, this keeps scheduling closer to daily operations and brings one SLA and support phone number. The REST API can be used to customize WFM behavior and connect it to CRM, payroll, and time-and-attendance systems.

Daktela states that it complies with GDPR and ISO 27001 and regularly conducts external penetration tests on Daktela Cloud. It also says it holds ISO 9001:2015 and ISO/IEC 27001:2022 certifications from Alcumus ISOQAR with UKAS accreditation. WFM is described as having 24/7 support.

Pricing

The pricing page advertises a 14-day free trial, while the product page invites visitors to try a free demo. The plans show different entry points and roles:

• Admin — free: Full management and planning setup at no extra cost, for users without scheduled shifts. This is useful for managers who need to configure and oversee planning, but it is not a free allowance for agents working scheduled shifts.
• Agent — €20 a month: Includes AI shift planning, traffic prediction and 24/7 support. It is aimed at agents who need a paid seat; the page states monthly pricing but no further billing interval.

The pricing note also gives a starting price of €12/user/mo. Because the plan details show a €20-per-month Agent plan and a free Admin plan, prospective buyers should confirm which configuration the starting price applies to before budgeting. The free Admin plan is limited by role, and the 14-day trial is time-limited.

Platforms

Daktela WFM is available on Android, iOS, macOS, web and Windows, with an API for integrations. The range suits teams with mixed devices, while the API gives organizations a route to connect WFM to other business systems.

Who it's for

Daktela WFM makes the most sense for contact-centre teams that forecast demand, schedule agents and monitor coverage, particularly those already using Daktela PBX Omnichannel. Its agent self-service and API are useful for operations that want scheduling requests and connected systems to sit alongside their contact-centre workflow. A team seeking a general rota tool or AI-powered forecasting today has a reason to consider another product.

Pros and cons

• Pros: Native Daktela contact-centre integration uses existing operational data and displays schedules in the contact-centre interface.
• Pros: Agent availability, shift swaps, change requests and leave management provide practical self-service for common scheduling tasks.
• Pros: A free Admin plan lets users without scheduled shifts manage and set up planning without an added charge.
• Cons: AI-powered forecasting is not yet available, limiting its appeal to teams that need AI forecasts now.
• Cons: The free plan is for users without scheduled shifts; agents have a listed €20-per-month plan, so it does not make workforce scheduling free for the whole team.
• Cons: Native integration is most compelling for Daktela contact-centre customers; other systems may require API customization.

Alternatives

Choose Dialpad WFM if your organization already uses Dialpad or wants WFM as a standalone product; pricing is discussed with a Customer Success Manager.

CommunityWFM offers an Essentials plan for small and mid-size contact centres under 100 agents at a single site, and an Enterprise plan for larger and multi-site teams. Choose it if those stated team-size and site distinctions match your operation.

Pipkins Vantage Point is another paid workforce management option; pricing and availability require contacting sales.

QStory Workforce Management is a paid alternative whose price plans are discussed with QStory.

Consider RingCX AI Workforce Management if you want a plan priced at $65 a month with unlimited minutes, core contact-centre features and AI tools.

Aspect Workforce uses per-seat pricing tailored to team size and requires a custom quote.

Verint Workforce Management is a paid alternative for buyers prepared to contact sales for pricing.

Genesys Cloud Workforce Management is a paid option with a Genesys Cloud CX 3 plan at $155 a month, billed per user/month annually, including workforce management, employee performance, forecasting and scheduling, and WEM capabilities.

For category comparisons, browse Call Center Workforce Management Software, Customer Service Workforce Management Software, or Contact Center Workforce Management Software. Teams evaluating WhatsApp-focused customer service tools can also compare the WhatsApp Customer Service Software category.

Verdict

Daktela WFM is a strong fit for contact centres, especially existing Daktela users, that need historical-data forecasting, large-scale scheduling and agent self-service in an integrated workflow. Its free Admin plan and API add flexibility, but the Agent plan carries a listed monthly cost and AI-powered forecasting is not yet available. Look elsewhere if AI forecasting is essential now or your scheduling needs extend beyond contact-centre operations.