Customer support has entered an era defined by complexity and speed. Teams now operate across multiple channels, time zones, and partner networks while managing fluctuating demand and AI-assisted workflows. This shift has made workforce management a strategic function rather than a back-office task. Assembled sits at the center of that transformation - helping support leaders forecast demand, schedule teams, and monitor performance in real time. It gives organizations a unified view of people, processes, and productivity, ensuring that every customer interaction is handled with the right balance of efficiency and empathy.
While Assembled focuses on optimizing workforce operations, PixieBrix enhances what happens inside those operations - at the agent level. It brings AI and automation directly into the tools teams already use, creating in-flow copilots that guide decisions, surface knowledge, and automate repetitive steps without changing workflows. Together, Assembled and PixieBrix represent two sides of the same evolution in customer support: Assembled gives leaders visibility and control over the bigger picture, while PixieBrix empowers agents and AI to act seamlessly within it. The result is a more connected, intelligent, and human support experience.
Assembled is a unified support-operations platform designed to help customer-service organizations orchestrate their entire workforce - including in-house teams, outsource partners (BPOs), and AI agents - from a single dashboard. The platform combines modern workforce-management tools such as forecasting, scheduling, and real-time performance analytics with AI-powered assistance for automating issue resolution and agent support. By bringing people, processes, and automation together, Assembled enables support teams to stay nimble, respond to demand surges, and deliver consistent outcomes across channels and geographies.
Assembled (founded in 2018 by Ryan Wang, John Wang and Brian Sze, who previously worked at Stripe) is a San Francisco-based company whose mission is to modernize support-operations for enterprise customer-service teams. The firm has secured at least a $51 million Series B funding round in May 2022, led by New Enterprise Associates (NEA) with backing from Emergence Capital and Basis Set Ventures. According to multiple profiles, total funding exceeds $70 million across several rounds.
Assembled positions itself as the modern, unified platform for support operations that seamlessly blends human agents, AI-powered agents, and outsourced teams (BPOs) into a single ecosystem. It claims to be “the only platform for planning, deploying, and improving support” that manages both workforce planning (scheduling, forecasting, analytics) and intelligent automation (chat, voice, email agents) under one roof. The company emphasizes workforce orchestration - rather than simply self-service automation - by focusing on how staffing and AI effectiveness interlink, helping support organizations optimize operational cost, performance, and customer experience simultaneously. Targeting support teams at scale, particularly those managing complex blends of full-time, contract, vendor, and AI resources across multiple channels and regions, Assembled differentiates itself from niche automation tools or standalone workforce-management systems by delivering holistic visibility, flexible staffing, and automation insights in one platform.
Assembled delivers measurable operational gains for support organizations by integrating AI-driven agents and workforce management into a single platform. According to company-published metrics, implementation has resulted in a 40% reduction in chat wait time, a 22% boost in CSAT scores, 2 × faster resolution rates, and over $500 K in savings in year one for major customers. These figures reflect how blending human agents, AI agents, and staffing analytics into one orchestrated workflow can deliver both efficiency and enhanced customer experience.
Assembled positions itself as a unified support-operations platform that brings together AI agents, human teams, and outsourced vendors into one coordinated environment. Its goal is to give support leaders real-time visibility into staffing, performance, and capacity while connecting automation directly to day-to-day operations.
A core pillar of Assembled is its machine-learning forecasting engine, which predicts contact volume across channels and recommends staffing levels. This, paired with AI-powered scheduling, helps teams reduce wait times, balance workloads, and optimize hybrid staffing models that include in-house agents, BPO partners, and AI workers.
Assembled integrates AI chat, email, and voice agents alongside a human Copilot that surfaces suggestions, knowledge, and automated workflows directly to agents. This hybrid model is positioned as a way to blend autonomous resolution with human-in-the-loop expertise, improving both efficiency and quality.
The platform extends beyond traditional workforce-management tools by supporting outsourced teams at scale. Features like vendor visibility, unified staffing plans, scenario testing, and performance dashboards allow support organizations to manage BPO partners and internal teams with the same rigor.
Assembled provides real-time dashboards for SLA tracking, queue performance, agent adherence, and multi-channel traffic patterns. These insights help teams make fast operational decisions, reduce bottlenecks, and measure the impact of both AI and human contribution across the support funnel.
The platform supports API integrations with major systems like Zendesk, Salesforce, Intercom, and internal data lakes, creating a unified flow of staffing, performance, and volume data. Enterprise-grade security, audit trails, and role-based access controls help ensure safe deployment across large organizations.
Assembled is designed for support organizations that need to coordinate people, AI, and outsourced partners in a single operational system, and its use cases reflect the full spectrum of modern support complexity. The platform is widely used for workforce forecasting and scheduling, where machine-learning models predict volume and help teams staff accurately across in-house agents, AI agents, and BPO partners. It also supports real-time support operations, giving teams visibility into queues, SLAs, and adherence so they can make staffing adjustments during spikes or outages. Assembled’s AI-augmented agent workflows - including AI chat, email, and voice agents paired with a human Copilot - are used to speed up resolution and reduce repetitive work. For organizations with complex vendor ecosystems, Assembled enables BPO and vendor management, allowing leaders to track performance, balance workloads, and optimize partner allocations. Together, these use cases position Assembled as a platform for teams that need to run support like an interconnected, data-driven operation rather than a series of isolated channels or tools.
Assembled offers a robust integration framework designed to connect seamlessly with the systems that support operations already depend on. According to its official site, the platform provides “reliable, seamless and high-quality” integrations with key contact-centre, workforce-management and productivity tools.
The platform supports connections with market-leading applications such as Salesforce Service Cloud, Zendesk, Google Calendar, Slack, and Workday. These integrations allow Assembled to sync agent schedules, tickets, real-time statuses, and workforce data across platforms - so organizations don’t need to replace their core systems to adopt it.
For organizations with external vendors or BPO partners, Assembled supports integrations with scheduling and workforce systems such as Alvaria Aspect, Nice IEX, and Verint. This capability merges internal and outsourced operations in a unified view, helping reduce manual updates and avoid data silos.
Beyond out-of-the-box connectors, Assembled offers open APIs for custom workflows, data-warehouse syncing, event-triggers, and platform extensions. This ensures organizations can embed Assembled within their broader automation stack rather than treating it as a standalone point solution.
Assembled offers a streamlined rollout process built for support operations teams, with onboarding designed to get scheduling, forecasting, and real-time analytics running quickly. Its modern interface and built-in integrations with common platforms such as Zendesk and Slack make initial configuration smooth, with minimal disruption to ongoing operations.
Users consistently highlight Assembled’s intuitive design and ease of adoption - many report that even non-technical staff can begin using the system within days. Reviewers emphasize its scheduling tools, drag-and-drop interface, and clear performance dashboards as major wins for daily agents and managers alike.
Beyond initial deployment, Assembled supports scaling across teams, channels, and locations, with vendor management features and real-time adherence tracking. The combination of guided onboarding and a platform built to evolve as support operations models mature makes it a practical choice for enterprises aiming for both immediate impact and long-term growth.
Increased org-wide adherence by 12% by using real-time monitoring and added a new chat support channel seamlessly with digital-native workforce management
ServiceTitan uses Assembled AI-powered schedule generation to accommodate over 80 different scheduling rules across 3 countries and labor law requirements, reducing weekly schedule generation time from over 60 minutes to just a few minutes.
Scaled team by 7x while achieving 60% AHT improvement.
NEXT Insurance saved $957K through adherence gains.
Drives expansion with unified AI-human orchestration, resulting in 2x faster resolution, 85% containment, and 24/7 coverage.
Assembled offers a flexible pricing model tailored to both workforce-management and AI-powered support-operations needs. Its base workforce-management plans begin at around $25 per user per month, covering scheduling, staffing analytics, and real-time dashboards. For more advanced support-operations features - such as AI Agent automation (priced per conversation) and AI Copilot functionality (priced per agent per month) - pricing is usage-based and quote-based, with custom tiers for enterprise scale and BPO vendor management. Because enterprise deployments often span internal agents, outsourced vendor teams, and multiple channels, Assembled emphasizes custom pricing, meaning organizations should engage directly with the vendor for precise quotes rather than rely solely on listed starting rates.
Assembled holds industry-recognized credentials, including a SOC 2® Type II certification and compliance with GDPR, demonstrating its commitment to protecting customer data and ensuring system integrity.
The platform encrypts data both at rest (AES-256) and in transit (SSL/TLS), restricts access to authorized personnel only, logs all access events, and undergoes annual penetration testing to identify vulnerabilities proactively.
Built-in guardrails enable strict policy enforcement through role-based access control (RBAC), single sign-on (SSO), audit-ready logs, and continuously updated incident-response procedures. Assembled frames security as more than compliance - it’s part of the operational fabric.
While Assembled is strong in workforce forecasting, scheduling, and vendor-BPO coordination, user reviews highlight several consistent limitations. On G2, users cite limited customization in reporting, particularly slow refreshes of adherence and real-time metrics that force manual workarounds. Some reviews note the absence of certain core scheduling features, such as robust time-off bidding or shift-swap self-service, which reduces operational agility in dynamic support environments. Others report a steep learning curve for new users, especially in complex or multi-vendor setups, leading to slower adoption and delayed ROI. These pain points suggest that while Assembled excels at traditional workforce-management functions, it may struggle in environments where real-time flexibility, deep process customization, and rapid end-user adaptability are paramount.
Enter PixieBrix - a browser-based platform that embeds intelligent orchestration directly into the tools your agents already use. Instead of focusing solely on scheduling and staffing, PixieBrix connects AI, human agents, and workflows across systems, enabling real-time triggers, contextual data surfaces, and human-in-the-loop automation without waiting for batch report refreshes or heavy configuration. By operating within the browser, PixieBrix bypasses many of the integration and customization headaches that limit traditional WFM tools. The result is not just streamlined workforce management but a full support-operations orchestration layer that enhances agility, responsiveness, and operational transparency. If your support environment demands flexibility, rapid iteration, and cross-system connectivity - beyond what rigid scheduling tools offer - PixieBrix may deliver the strategic edge you’re seeking.
Calabrio ONE is a widely recognized alternative to Assembled, offering workforce forecasting, scheduling, quality management, and analytics within a unified cloud platform. It’s frequently chosen by enterprise support teams looking for deeper call-centre optimization and mature reporting capabilities.
Genesys Cloud CX serves as both a CCaaS platform and a workforce-management suite, giving support operations robust omnichannel routing, agent performance tools, and AI-enhanced scheduling. It’s suited for organizations that already rely on Genesys for customer engagement and want WFM fully integrated into their contact-centre stack.
NICE CXone Mpower is positioned as an AI-driven contact-centre and workforce-management platform, with strengths in forecasting, scheduling, quality monitoring, and real-time performance insights. It is often selected by large, distributed support organizations that want robust AI capabilities alongside traditional WFM.
Talkdesk provides a cloud-native contact-centre platform with workforce-management modules, AI assistants, and real-time analytics. It appeals to teams that need flexible deployment, rapid scaling, and a modern CCaaS backbone with WFM layered in.
Aspect WFM remains a long-standing competitor with deep experience in scheduling, shift management, intraday adjustments, and long-range forecasting. It’s often adopted by organizations with large contact centres that prioritize established WFM methodologies and predictable operational governance.
PixieBrix is an alternative for teams looking to orchestrate AI, humans, and workflows directly inside the browser rather than adopting a traditional WFM suite. It connects AI copilots, automation, agent tooling, and real-time context from systems like Zendesk, Salesforce, and Jira - wallowing support teams to unify human and AI work without replacing existing ticketing or routing systems. This positions PixieBrix as the modern orchestration layer that complements or replaces WFM tools depending on operational maturity.
To improve CX through the lens of Assembled, PixieBrix becomes the orchestration layer that turns workforce intelligence into real, agent-level impact. Assembled optimizes staffing, forecasting, and workforce coordination, but the last mile of customer experience still depends on how effectively agents navigate tools, knowledge, and workflows. PixieBrix closes that gap by embedding AI assistance, contextual guidance, and on-screen automations directly into the browser tools agents use every day - Zendesk, Salesforce, Intercom, Jira, and more. By surfacing the right knowledge at the right moment, reducing clicks, and automating repetitive resolution steps, PixieBrix translates Assembled’s operational predictions into consistent, high-quality customer interactions. This pairing strengthens CX outcomes by improving MTTR, reducing escalations, and supporting human agents with real-time, context-aware workflows that match the staffing intelligence Assembled provides.
