Assembled Partners With Nextiva to Introduce WFM Integration

Assembled has introduced a new partnership with Nextiva to bring workforce management capabilities to Nextiva customers through a new integration.

Built using the Assembled API, the integration connects contact centre conversations with workforce planning, helping managers forecast demand, monitor agent availability and manage staffing across multiple channels. Nextiva’s own contact centre was the first to use the integration.

Conversations from Nextiva’s phone, email, chat, SMS and social channels flow into Assembled according to a schedule set by an administrator. This allows forecasts to reflect incoming demand, while abandoned conversations are tracked separately from resolved ones.

Agent status updates appear in Assembled within 30 seconds of changing in Nextiva. Custom status labels are also retained, allowing teams to continue using familiar terminology when monitoring availability and identifying potential staffing gaps.

Simplifying Workforce Management

Previously, Nextiva customers wanting to use Assembled had to build their own integration. The new connection can be configured by an administrator through a series of toggles in Nextiva.

Agents can be transferred into Assembled with a single click, with existing records matched by email address to prevent duplication. They can then manage annual leave, shift swaps and overtime within rules set by their organisation.

Initial Results From Nextiva

Nextiva had approximately 175 agents using Assembled three weeks after the project began.

According to the companies, annual leave approvals that previously took up to a day now take seconds. The workforce management team can also make changes without waiting for vendor support.

The companies report that forecasts typically fall within approximately 5% of actual demand.

Author: Hannah Swankie

Reviewed by: Robyn Coppell