Introducing Assembled + Dixa: The complete support ops solution for consumer brands

Great support operations need two things working together: a platform that handles conversations well and workforce management that keeps teams optimized. Today, we’re excited to announce our partnership and integration with Dixa, giving global support teams the foundation to scale efficiently.

Workforce intelligence meets CX excellence

Dixa and Assembled solve for the same outcome: helping support teams deliver excellent customer experiences while scaling efficiently.

Dixa manages the conversation layer — fluid omnichannel experiences where context follows customers across channels, backed by routing that gets people where they need to go. Assembled runs the operational layer — ensuring teams are staffed accurately, schedules follow business rules, and leaders can see what's actually happening.

When Dixa's conversation platform meets Assembled's workforce optimization, support operations get the complete picture needed for smart decisions.

The critical orchestration layer for Dixa teams

Dixa serves high-growth consumer brands that need advanced omnichannel capabilities. Our integration brings that same level of sophistication to workforce operations. Here's what teams unlock:

1. Forecasting tailored precisely to your operations

Assembled syncs directly with Dixa to pull what matters for capacity planning: conversation counts across every channel, interaction duration by queue and skill, and how work flows throughout the day. Our ML-based models learn your operation's patterns and predict staffing needs with precision that enables confident decisions. Daily variations and seasonal shifts get handled without the guesswork that either burns budget or hurts service levels.

2. AI-powered scheduling that meets SLA

Generate complete schedules in seconds. Assembled takes forecasts based on Dixa contact volume and arrival patterns, and then builds schedules that hit coverage targets while honoring agent preferences and operational rules. Agents manage their own time-off and shift trades through self-service with instant approvals based on criteria managers define. Gone are the hours spent on schedule logistics. Now your workforce team can focus on strategic work that moves the business forward.

3. Real-time visibility across every queue

See what's happening across the entire Dixa operation right now, not what happened yesterday. Live dashboards surface where adherence is slipping, which queues are trending toward SLA misses, and where productivity differs from expectations. Configure alerts so the right people know immediately when metrics cross thresholds. Fix problems proactively instead of discovering issues after customers are frustrated.

4. Unified management for in-house and BPO teams

For teams running blended operations — in-house agents plus BPO partners, often across regions and time zones — Assembled's Vendor Management provides one view across all of it. Track performance separately while planning jointly. Coordinate complex skill distributions. Handle the operational reality of scaled support without disconnected tools and manual reconciliation.

Complete operational control

This partnership and integration solidify our promise to ensure support teams have what they need to succeed operationally with a best-in-class tech stack. Dixa handles conversations seamlessly. Assembled ensures the teams behind those conversations run efficiently.

Implementation happens in a matter of days — the connection is already built, so most teams can get up and running quickly. No lengthy deployments or complex configuration.

When Dixa's omnichannel strength meets Assembled's workforce capabilities, teams get the full operational foundation: great customer conversations powered by smart workforce decisions.

Interested in seeing how this works for your team? Connect with us to explore the integration.