Assembled

RATING:

4.7

(61)

About Assembled

Assembled is a workforce management platform designed to help businesses of all sizes schedule and manage resources on a centralized platform. Administrators can utilize forecasting capabilities to predict staffing demand, automatically forecast holidays based on previous year's data and include outliers or adjustments in queues. Features include staffing timeline, filtering, permissions management, custom staffing calculations, time-off management, calendar and more. Managers can create or edit schedule templates, register events according to different groups, configure different timezones on templates for distributed workforce and more. Additionally, it offers a team management module, which lets businesses track agents' queues and statuses in real-time and report o...

Awards and Recognition

FrontRunner 2023
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Assembled Pricing

Starting price: 

$15.00 per month

Free trial: 

Available

Free version: 

Not Available

Assembled templates

Assembled Reviews

Overall Rating

4.7

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Assembled

1 - 5 of 61 Reviews

User Profile

Irina

Verified reviewer

Information Technology and Services, 201-500 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2020

Grammarly's fruitful cooperation with Assembled

Assembled evaluates historical data of the number of contacts to make work volume predictions. This is especially helpful when it comes to tweaking schedules during the holiday season and upcoming campaigns, as well as making hiring projections. Assembled helps our support team distribute the tasks throughout the day to meet company SLAs. We know when we need to be on tickets and when we can schedule team meetings, training, as well as devote time to other projects. There is a clarity of what needs to be done and when yet no pressure over the adherence because Assembled always leaves room for a considerable degree of latitude.

PROS

Assembled built custom features to comply with our needs: - what-if analysis (we play around with different shifts and number of active agents to come up with the best scheduling. When we hire new agents, Assembled helps us identify what shifts we need them in); - GCalendar integration; - productivity score; - custom reports (e.g. staffing requirements during the holiday season, specific schedule recommendations); - Customer Support dashboard; - schedule analytics (we see how many hours are devoted to special tasks, meetings, interviews, etc.); - one-click adjustment of the workload prediction (in case of a campaign, new feature release, etc); On top of that, Assembled is all about the outstanding customer and technical support! [SENSITIVE CONTENT HIDDEN] even flew over the Ocean to meet the team and see in their eyes how we use the tool. That’s what I call a personal touch.

CONS

Take the existing backlog into consideration when forecasting the workload. I know that guys are already working on it.

Reason for choosing Assembled

Assembled guys are always ready for new challenges and welcome our ideas. Not a single time have I heard: “We cannot do it”. On top of that, they provide outstanding customer support.

Nicole

Consumer Services, 201-500 employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed August 2023

Experience with Assembled

We've solved a lot of issues with trusting the data, obtaining an accurate forecast and more accurate agent activity tracking by moving to Assembled. This has given us the ability to really dive into the data we see to determine outliers and provide more strategic guidance to the business across several teams with ease. For the cost of the tool, it's definitely the best 'bang for your buck' in terms of WFM tools, the available features and seamless integration with Zendesk tools.

PROS

Integration was definitely the easiest & quickest I've ever been apart of; Most tools will tell you a matter of months up to a year for implementation, but Assembled had us up & running within 2 weeks. Just an incredible support team who's always available to help us learn more about the tool, and really takes in our feedback to help make it even better. I can't say enough positive things about the support team, truly. The product is very easy to use from an admin to an end user perspective and really makes a lot of sense for how the layout of each page is. The biggest win was definitely being able to rely on the data that Assembled displayed from contacts & forecast to performance and schedule adherence, and everything in-between. The biggest value in any WFM tool is reliable data, from there we stopped questioning the accuracy and started digging into the trends we saw.

CONS

The biggest challenges we have with the tool is around scheduling and audit trail tracking. For scheduling, there's a ton of manual work required for making schedule changes as some basic features (like shift swaps) just don't exist in the tool. There's also not a lot of bulk editing options when it comes to editing or adding multiple events at the same time so these must all be done manually on an agent by agent/day by day basis. The counter to that is copy & paste features work well and keyboard shortcuts are a huge plus as well to recover some of the time required for manual updates. We also have a bit of a blind spot in terms of audit trails for time off requests from an admin/manager perspective. We can see when time off is approved for agents, and the agent is notified who processed their time off, but we are unable to see who (which user) approved or denied a time off request from within the tool itself. There's also not an ability to limit specific areas of access within the tool by role so there's many 'hands in the cookie jar' if you will when it comes to schedule changes.

Reason for choosing Assembled

Assembled seemed to be a better fit for our tech stack at the time. We are heavy Zendesk users and Assembled offered the best integration for a seamless start-up and provided accurate, reliable data once stood up. Another huge win was automating the agent states tracking for productivity and team performance. Other tools didn't always remove the requirement of agents having to manually update their statuses outside of our support tools in Zendesk so this was another critical win for us. Overall, the best fit for our budget and business needs.

Reasons for switching to Assembled

We were very unhappy with our previous WFM Tool and the inability to rely on the data, extremely inaccurate forecasts and scheduling features that rarely worked as intended. The cost was not worth the product and the support team was also very difficult to work with. Anytime we reached out to support, we spent more time proving to them their tool was broken than actually getting support for the issues that we raised. Responses were delayed due to their only support being available in Australian times though we were based in Texas. Even after adding support in North America time zones, they were not knowledgeable about the product they were intended to support and we spent more time teaching their support team about their own tools than obtaining support from those points of contacts.

Liz

Insurance, 51-200 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

3

VALUE FOR MONEY

3

FUNCTIONALITY

3

Reviewed November 2022

Its ok

PROS

honestly nothing I do not like using it, and will use 5/9 whenever possible cause the reporting in 5/9 is much better

CONS

the visualization, the way it is so bulky, and the fact that as a manager I have to decipher the data insteap of being able to get a snapshot is quite a turn off.

Sam

Computer Software, 1,001-5,000 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed November 2022

A robust scheduling and forecasting tool

The entire process, from pre-sale to post-sale, has been a pleasant one for me and my company. Assembled takes the implementation process very seriously and has been transparent and communicative through the process. I fee like we're in good hands with their team and know our opinions and feedback will be taken into account when they're working to improve the software.

PROS

Assembled provides an all-encompassing set of tools that allow you to easily forecast your inbound volume and create schedules for your team to cover that volume. The reporting is solid, it's fairly easy to create schedules days or weeks at a time, and is simple to navigate. Unlike other tools, Assembled seems to also care about the agent experience, and has done a good job in creating a sophisticated product that is easy for agents to grasp. Finally, I've been impressed with their out-of-the-box integrations with other software, which was of critical importance to us when searching for a scheduling tool.

CONS

Assembled is still a young company, so there are plenty they can work on. In an ideal world, the tool would generate schedules for our team based on projected volume and rules we set, and the product isn't quite there yet. The forecast is still a work in progress and I'm hopeful the new seasonal forecast can be leveraged by the time our busy season starts again.

Reason for choosing Assembled

Assembled seemed much more advanced than the other products and it felt like the team behind it had the level of ambition that we wanted to see.

Reasons for switching to Assembled

Our global scheduling was becoming too complex to have within Google Sheets, so we were intent on finding a software that was scalable and customizable to our teams across the world.

User Profile

Eric

Verified reviewer

Insurance, 501-1,000 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed November 2022

Assembled Review

PROS

We liked that Assembled had all the integrations we were looking for and the features our business needed without being overly complicated or requiring a long commitment to get it up and running. Within a little more than a week our team had the platform fully configured and onboarded all of our 200+ agents and have had little problems ever since. Their support staff is very knowledgeable and fast to respond whenever we have questions and the relationship with the Assembled team has been very good since implementation.

CONS

Could use some more granularity options with the forecasting features and would also like to see better support for outbound calling. Although, everything else has been excellent.

Reason for choosing Assembled

The ease of use and very fast implementation were huge factors. It also seemed to provide the level of granularity that we needed without being overly complicated.