Assembled brings agentic workforce management to Five9's Intelligent CX Platform for contact centers
Contact centers managing blended workforces of human agents, AI agents, and BPO partners could not rely on legacy WFM tools built for static, single-channel, non-AI operations, leading to overstaffing, understaffing, and inability to adapt when AI handles part of the load.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Multi-channel interactions arrive
Customer interactions arrive across voice, chat, email, messaging, social, and AI-enabled workflows.
Tools used
Assembled
Outcome
DailyPay reduced scheduling time by 65%, improved SLA performance by 7%, and saved 9,600 agent hours per month with over $1M in annual productivity gains. MTM reduced schedule generation time by 50% and shifted its WFM team from fighting system limitations to higher-value analytics work.
What failed first
Legacy workforce management tools with static forecasting models and manual scheduling could not handle the complexity of modern multi-channel contact centers; MTM specifically experienced constant performance issues and slowness at scale.