SureWFM
SureWFM is a web-based workforce management platform for contact centers and BPOs, covering forecasting, scheduling, agent self-service and intraday manageme…
What SureWFM is
SureWFM is a web-based workforce management platform for contact centers and BPOs, covering forecasting, scheduling, agent self-service and intraday management. It uses uploaded history to create interval-level volume and average handle time forecasts, then calculates staffing requirements with a forward or backward Erlang C engine. Results show calculation inputs, intermediate values, shrinkage, occupancy caps and the engine version. Forecasting covers voice queues and can model deferred email, chat and back-office work. Schedules can be generated against a locked forecast, with live required-versus-scheduled coverage, editing guardrails, undo and redo, and locking. Agents can view schedules and standing, bid for shifts through performance tiers, request swaps and manage leave. The intraday grid compares original, revised, projected and actual values, supports reforecasting, and projects end-of-day service level and over- or under-staffed hours. SureWFM has no on-premises installation.
Good
- Forecasting includes volume and average handle time.
- Calculation results expose inputs and engine version.
- Supports voice, email, chat and back-office queues.
- Agents can manage swaps and leave.
- Partner includes custom integrations.
Watch out
- Web-based with no on-premises installation.
- Starter costs $599 a month.
- Growth costs $899 a month.
- Dashboards and reporting are listed as coming soon.
Who it suits
It suits contact centers and BPOs that need forecasting, schedule management, agent self-service and intraday staffing visibility. Teams should be comfortable with a web-based service and no on-premises installation.
Verdict
SureWFM combines forecasting, scheduling and intraday tools for contact-center operations, with calculation details visible in forecast results. Compare the plan costs and the coming-soon status of dashboards and reporting against your requirements.
Plans and prices
From SureWFM's own pricing page, checked 4 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Starter | $599 a month | Up to 100 agents · 1 LOB · 1 site · up to 5 user accounts · 2 onboarding sessions · email support, 2-business-day response · month to month |
| Growth | $899 a 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 · month to month |
| Partner | $1,500 a month | 301–800 agents · Multi-LOB · multi-site · fully managed · unlimited user accounts · dedicated WFM advisory · custom integrations included · Custom; month to month or annual; from $1,500/mo |
The facts
Each one read from SureWFM's own pages, with the date it was checked.
What it does
- Agent self-service
- Agents can view schedules and standing, bid for shifts using transparent performance tiers, request swaps, and manage leave.checked 4 Oct 2026
- Calculation trace
- Forecast results include Erlang C inputs, intermediate values, shrinkage, occupancy caps, and the engine version used.checked 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.checked 4 Oct 2026
- Deployment
- SureWFM describes itself as web-based and says it has no on-premises installation.checked 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.checked 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.checked 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.checked 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.checked 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.checked 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.checked 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.checked 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.checked 4 Oct 2026
The company
- Company background
- The company says its founders built SureWFM after more than 13 years in contact-center operations and workforce management.checked 4 Oct 2026
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