Dialpad WFM

Dialpad WFM is a cloud workforce management product for contact centers, combining demand forecasts, shift planning, and agent performance reporting. It suits teams that need to manage staffing across queues and channels, especially those using one of its supported service integrations. Its practical appeal is the link between interval forecasting and live coverage adjustments; custom pricing and setup-dependent reporting call for careful fit checks.

Overview

Dialpad WFM forecasts contact volumes across queues, inboxes, or channels and automates schedules around operational needs. It is built for contact-center staffing, where demand changes throughout the day and coverage needs to reflect both workload and agent skills. It is available to Dialpad users and as a standalone product.

Forecasting can use 12 months of historical voice and SMS data from a connected Dialpad account. For supported customer-service integrations, forecasts typically take around 72 hours to generate. Teams should plan for that initial setup period and ensure they have suitable historical data before relying on forecasts for staffing decisions.

Key features

Demand planning and schedules

Interval forecasting, skills-based scheduling, and automated shift planning help managers align coverage with expected volume and agent capabilities. Agent self-service gives staff a way to manage their schedules, while time-off calendar integration can bring absence planning into the workflow. These features suit contact centers balancing several queues or types of work; they are less compelling for teams with stable, simple shift patterns.

Live coverage and performance

The dashboard shows agents, activity, and queue coverage, refreshes every minute, and lets managers edit schedules and redeploy agents as conditions change. That makes intraday management more responsive than planning from static reports alone. Performance reporting covers adherence, occupancy, and productivity, but depends on integration setup and published schedules. Tracking is not supported for integrations outside Dialpad’s adherence setup documentation, so teams should confirm their specific service connection supports the measures they need.

Integrations, data, and access

The integrations page names Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer, and Talkdesk. WFM can see contact volumes but not message content, which is redacted during collection. Dialpad states that WFM is SOC 2 compliant; its security page describes TLS encryption in transit and AES 256-bit encryption at rest for Dialpad application data.

Outlook syncing brings meetings and time off from Outlook into WFM, but it works in one direction: WFM does not send shifts or schedules back to Outlook. APIs provide schedule and agent-performance data through the Dialpad API or legacy Surfboard API, depending on customer type. API access requires a secure token from a Customer Success Manager, adding a step for teams building their own reporting or connections.

Pricing

Dialpad WFM has paid, custom pricing. The WFM plan has no published amount; Dialpad users can contact their Customer Success Manager about adding it, and the product is also offered as a standalone option. The price is therefore a sales discussion rather than a self-serve purchase, which makes direct cost comparison difficult before contacting Dialpad.

No lower-priced or free WFM tier is described. Buyers should weigh the cost against their need for interval forecasts, skills-based scheduling, and live coverage tools, and establish the plan terms with Dialpad before committing.

Platforms

Dialpad WFM supports Android, iOS, macOS, Windows, and web, with API access also available. Its cloud deployment suits teams working across devices, while API access supports data exchange subject to the required token and customer type.

Who it's for

Dialpad WFM is a strong fit for contact centers that need interval-level demand planning, skills-based schedules, adherence tracking, and intraday redeployment in one workforce-management workflow. It can serve Dialpad customers or organizations using a supported service integration. Teams that depend on performance tracking should verify adherence support for their integration, and Outlook-centric teams should be comfortable keeping schedule data in WFM rather than syncing it back to Outlook.

Pros and cons

• Pros: Interval forecasts and skills-based scheduling help match staffing to changing workload and agent capabilities.
• Pros: The dashboard refreshes every minute and supports schedule edits and redeployment, giving managers a way to respond during the day.
• Pros: Contact-volume access without message content, alongside stated SOC 2 compliance and described encryption protections, addresses important data-handling concerns.
• Cons: Forecasts take around 72 hours to generate for supported integrations, and Dialpad-account forecasts draw on 12 months of historical voice and SMS data.
• Cons: Performance reporting depends on setup and published schedules, and is not supported for integrations outside the adherence setup documentation.
• Cons: Outlook sync is one-way, while API access requires a Customer Success Manager to provide a secure token.
• Cons: Custom pricing means buyers cannot compare a published WFM price without contacting Dialpad.

Alternatives

Call Center Workforce Management Software is the broader category to explore when comparing contact-center workforce tools. Choose Daktela WFM if a free plan or free trial matters; its Admin plan is free for users without scheduled shifts. GetWFM offers a free Team plan for up to three teams, one timezone, and one month of history, with unlimited employees. Turnella has a free Core plan with no expiry and no trial period.

CommunityWFM is another paid option, with Essentials aimed at contact centers under 100 agents and Enterprise at teams of 101 to 10,000 agents. If a published per-user price is a priority, HiveDesk Contact Center WFM has a $5 a month plan, a free trial, and month-to-month cancellation. Pipkins Vantage Point is another paid option with pricing and availability handled through sales. CCsuite is a paid alternative. QStory Workforce Management discusses plan pricing with buyers rather than publishing an amount.

Verdict

Choose Dialpad WFM if your contact center needs interval forecasting, skills-based schedules, and minute-by-minute coverage visibility, and your service integrations support the reporting you require. Its main advantage is connecting demand planning with intraday action; look elsewhere if you need published pricing, performance reporting across an unsupported integration, or two-way Outlook schedule syncing.