Assembled

4,7 (62)
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Une plateforme de gestion du personnel

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Assembled est une plateforme moderne de gestion de la main-d'œuvre conçue pour les équipes d'assistance mondiales en pleine expansion. L'éditeur aide les équipes à prévoir la demande d'assistance, à établir et gérer les horaires des équipes, à suivre les performances en temps réel et à respecter les horaires, ainsi qu'à découvrir des informations pour améliorer les opérations d'assistance. La solution est conçue pour l'ensemble de l'équipe d'assistance, des responsables du personnel cherchant à découvrir des informations aux agents cherchant à mieux exploiter leurs outils.


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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis

Note globale

4,7 /5
(62)
Rapport qualité-prix
4,7/5
Fonctionnalités
4,4/5
Simplicité d'utilisation
4,6/5
Support client
4,9/5

Vous avez déjà Assembled ?

Les acheteurs de logiciels ont besoin de vous ! Les avis utilisateurs nous aident tous à prendre de meilleures décisions.

5 avis affichés sur 62
Irina
Irina
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Grammarly's fruitful cooperation with Assembled

Publié le 26/02/2020

Assembled evaluates historical data of the number of contacts to make work volume predictions. This...

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.

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Humanity et Zendesk WFM

Pourquoi passer à 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.
Rachel
Note globale
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 9.0 /10

Best WFM Tool I've Used

Publié le 29/06/2024

Avantages

There are so many great features about Assembled: the ability to display multiple time zones, templates, how easily you can move a member to a different team. As the person that creates the schedule for my team, these features have made scheduling so much easier compared to other WFM tools that we have used previously.

Inconvénients

I've noticed glitches from time to time with the dates of time off requests. It would be nice if a time off request is canceled that the base activity or previous tasks could be restored. While the time off requests overview is great, what could make it better is the ability to view both pending and approved requests at the same time.

Liz
Note globale
  • Secteur d'activité : Assurance
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Probabilité de recommander le produit 5.0 /10

Its ok

Publié le 21/11/2022

Avantages

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

Inconvénients

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.

Nicole
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Experience with Assembled

Publié le 17/08/2023

We've solved a lot of issues with trusting the data, obtaining an accurate forecast and more...

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.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Genesys Cloud CX et Five9

Pourquoi choisir 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.

Pourquoi passer à 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.
Eric
Eric
Note globale
  • Secteur d'activité : Assurance
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Assembled Review

Publié le 30/11/2022

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Calabrio ONE, CXone Mpower et Workforce Optimization (WFO)

Pourquoi passer à 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.
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Assembled - FAQ

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Types de licences disponibles pour Assembled :

  • À partir de : 25,00 $US/mois
  • Type de licence : Abonnement
  • Version d’essai gratuite : Non disponible

Utilisateurs habituels du logiciel Assembled :

11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Langues dans lesquelles Assembled est disponible :

anglais

Appareils pris en charge par Assembled :

Android (mobile), iPhone (mobile), iPad (mobile)

Applications s'intégrant à Assembled :

Amazon Connect, EvaluAgent, Five9, Fivetran, Gladly, Google Calendar, Intercom, Kustomer, MaestroQA, Observe.AI, Salesforce Service Cloud, Slack, Talkdesk, UJET, Zendesk Suite, Zoom Contact Center

Ressources d'aide disponibles pour Assembled :

Service client/e-mail, FAQ/forums, Base de connaissances, Support téléphonique, Chat

Catégories connexes

Consultez toutes les catégories de logiciels trouvées pour Assembled.