Assembled Announces Strategic Partnership With Level AI

Assembled and Level AI have announced a strategic partnership.

The partnership brings together Assembled’s workforce management platform and Level AI’s AI-powered quality management and interaction analytics.

Traditionally, contact centres have relied on separate systems for workforce management and quality assurance.

While performance metrics such as schedule adherence, average handle time and forecasting accuracy may improve, customer sentiment and quality signals are often identified too late to influence staffing, scheduling or coaching decisions.

The collaboration is intended to address this gap by linking interaction-level insights directly with workforce actions.

Level AI analyses customer interactions to surface sentiment trends, performance issues and coaching opportunities, while Assembled enables forecasting, scheduling and real-time optimisation across voice and digital channels.

According to the companies, closer integration between the two platforms will support use cases such as automated coaching workflows, skills-based scheduling informed by real performance data, and earlier identification of operational patterns that affect customer experience.

The announcement comes as contact centres increasingly reassess traditional workforce engagement management (WEM) platforms, many of which were designed for on-premise environments and static operating models.

Both companies say the partnership is designed to deliver value faster than legacy WEM deployments, with customers able to begin using the combined capabilities in weeks rather than months. Further joint features are expected to roll out over the coming months.

For more information about Assembled - visit the Assembled Website

About Assembled

Assembled is a Support Operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead. Leading brands use Assembled's workforce and vendor management capabilities to make optimal staffing decisions, gain visibility into performance and productivity, and unlock new ways to serve evolving customer needs.

Find out more about Assembled

Author: Hannah Swankie
Reviewed by: Robyn Coppell