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.

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.

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.

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.

Assembled - Save time, Quality of life and meet a support team that has your back.

The AssembledHq team is a joy to work with, they take request in, updates us when there is something relevant for us and they have a sense of humour.

Pros

That it takes less than 30 mins to structure a full schedule for a team. And if you use the template function they have, you will be able to cut down on the time for about 20 mins.

Cons

The only thing that bothers me is the missing feature of finding the invoices within the platform. The invoice does get send to you, so you can always find it in the email. But you have to write to support if you want to change the invoice email.