Assembled partners with Level AI to deliver modern workforce engagement management

Your contact center just hit its best efficiency numbers in months. Schedule adherence is up. Average handle time is down. Forecasting accuracy is trending in the right direction.

So why is your executive team asking tough questions about customer experience?

Because somewhere between the workforce metrics and the customer outcomes, there's a disconnect. Your QA team is flagging declining sentiment and rising complaint patterns. But by the time those insights make it to your WFM team, the moment to adjust staffing or trigger coaching has already passed.

This is the hidden cost of disconnected systems: you're optimizing for the wrong metrics because the right data never connects with the right actions.

Assembled and Level AI are changing that.

Today, we're announcing a strategic partnership that brings together best-in-class workforce management and AI-powered quality management into one seamless solution. Built for CCaaS-first contact centers, this partnership delivers modern workforce engagement management that actually drives performance, not just reports on it.

The legacy WEM problem: slow, monolithic, and stuck in the past

Legacy WEM vendors like Verint and Calabrio promise to consolidate your workforce tools. What they deliver instead: 6–12 month deployments, poor UI/UX that nobody wants to use, manual QA workflows that can't scale, and historical reporting with no real-time intelligence.

These platforms were designed for static schedules and on-premise infrastructure — not for modern contact centers running AI agents, CCaaS platforms, and real-time operations.

The result? Contact centers either accept the limitations of legacy WEM or piece together point solutions that create data silos and manual handoffs.

Our point of view: WEM should be an operating system, not a reporting layer

We believe workforce engagement management shouldn't just tell you what happened. It should change what happens next.

That requires a fundamentally different approach:

• AI at the core, not bolted on after the fact
• Real-time intelligence that triggers immediate action
• Modular, API-first architecture that integrates deeply with your CCaaS platform
• Best-in-class systems that evolve quickly and work together seamlessly

This is why we built this partnership. Level AI and Assembled deliver a modern alternative to legacy WEM — one that closes the loop between insight and execution.

System of Intelligence + System of Action

Level AI: The System of Intelligence

Level AI's AI-powered platform analyzes every customer interaction using intent-based AI to surface coaching opportunities, track sentiment and CSAT drivers, and identify performance trends — without manual sampling or keyword-matching limitations. Their intelligence powers automated quality assurance, AI-generated coaching insights, and real-time performance tracking that spots issues before they escalate.

Assembled: The System of Action

Assembled delivers the workforce intelligence and operational control contact centers need to staff efficiently and respond in real time. Built for hybrid teams balancing AI agents, in-house staff, and BPO partners, Assembled handles AI-aware forecasting, automated scheduling, real-time optimization, and omnichannel orchestration across chat, voice, and email.

Better together: Insights that drive action

When Level AI surfaces a coaching opportunity, it will be able to trigger workflows in Assembled that automatically schedule the session and adjust agent schedules. When performance data shows certain skills driving higher CSAT, that intelligence will flow into Assembled's forecasting engine. When schedule patterns correlate with sentiment shifts, both systems will work together to adjust operations before performance suffers.

It's a closed loop between intelligence and execution — the way modern WEM should work.

Three core use cases that change how contact centers operate

The Assembled + Level AI partnership is built to enable workflows that legacy WEM platforms can't deliver. Here's what becomes possible as our integration deepens:

1. AI-driven coaching automation

Level AI analyzes interactions and identifies coaching opportunities, then automatically generates personalized coaching plans based on each agent's performance gaps. With our upcoming integration, those plans will flow directly into Assembled, which will schedule the coaching session at the optimal time based on manager availability, agent schedule, and operational demand.

2. Skills-based scheduling driven by real performance data

Instead of scheduling agents based on skills they're supposed to have, Assembled will be able to use real performance data from Level AI — including CSAT scores, sentiment analysis, and interaction quality — to inform smarter scheduling decisions. As agent skills and performance evolve, scheduling can adapt automatically.

3. Data-driven scheduling insights that improve operations

By connecting schedule patterns from Assembled with Level AI's performance and sentiment data, operations leaders will be able to identify hidden drivers of customer experience — like specific shift patterns that correlate with higher CSAT, or intraday demand spikes that require different staffing approaches.

Built for speed, designed for scale

While legacy WEM platforms take 6–12 months to deploy, the Assembled + Level AI partnership delivers value in weeks.

Both platforms are built on modern, API-first architectures designed for deep CCaaS integration with tools like Five9, Salesforce, Talkdesk, or ServiceNow. That means faster deployments, seamless data flow, and the flexibility to evolve as your operation grows.

Why this partnership matters now

The contact center industry is evolving faster than legacy WEM platforms can keep up.

AI is automating routine work. CCaaS platforms are enabling real-time decisions. Customer expectations continue to rise. And operations leaders need systems that can move as fast as the business demands.

Legacy WEM vendors built their platforms for a different era — static schedules, on-premise infrastructure, and manual workflows. They're not designed for the speed, intelligence, and flexibility modern contact centers require.

We're not offering a better version of legacy WEM. We're taking a fundamentally different approach — one where insights drive action, where intelligence powers execution, and where workforce engagement management becomes what it should be: an operating system for performance.

Get started today

The Assembled + Level AI partnership is live and ready to transform your contact center operations. Integration features will roll out over the coming months, but joint customers can start benefiting from both platforms immediately.

Ready to explore modern workforce engagement management? Schedule a demo to see how Assembled and Level AI close the loop between insight and execution.