Contact center demand changes faster than most staffing plans do. Conversations come in across phone, email, chat, SMS, and social. Agents cover more than one channel. And when overtime and shift swaps run on manual approvals and email, the schedule is out of date almost as soon as it's built.
Keeping up means connecting the staffing plan to where demand actually shows up. Nextiva and and Assembled are partnering to bring workforce management to Nextiva customers, starting with an integration that's live today. Nextiva built the integration with our team on the Assembled API, and its own contact center was the first to use it.
Catch a coverage gap before the queue backs up
When the conversations live in Nextiva and the staffing plan lives in a spreadsheet, managers plan off yesterday's numbers. The first sign of a gap is usually a queue backing up, and by then someone's already been pulled off other work to cover, or customers are waiting. With Nextiva and Assembled connected, you spot a coverage gap while there's still time to move agents.
Get your team in without the setup work
Until now, a Nextiva customer who wanted Assembled had to build the integration themselves, which put an engineering project between them and their first forecast. Now an admin connects the two with a few toggles in Nextiva.
Agents carry over from Nextiva in a click, and Assembled matches anyone already in the system by email so nobody's duplicated. From there, agents can handle their own PTO, shift swaps, and overtime within rules you set.
Build forecasts from Nextiva demand
Conversations from every Nextiva channel flow into Assembled on a schedule your admin picks, so your forecasts reflect the conversations your team is handling. Assembled tracks abandoned conversations separately from solved ones, so you can see where demand went unanswered.
Know who's actually available
Agent status updates in Assembled within 30 seconds of changing in Nextiva. When a queue starts running short, you can see who's free to jump in. Your custom Nextiva statuses come through under the same names, so nobody has to learn new labels.
Proven in Nextiva's own contact center
Nextiva had about 175 agents live on Assembled three weeks after kickoff. PTO approvals that could take up to a day now clear in seconds, and the WFM team makes changes without waiting on vendor support. Forecasts typically land within about 5% of actual demand.
Get started today
Assembled for Nextiva is available now. Already on Assembled and running Nextiva Contact Center? See Nextiva's setup guide here.
Not an Assembled customer yet? Request a demo.
