Platform expansion enables organizations to plan at the site level and consolidate automatically into a unified network view, closing the gap between how contact centers run and how they plan.

(September 3, 2026 – Toronto, Ontario) Cinareo, an advanced capacity planning platform for contact centers, today announced Multi-Location Optimization, a major expansion that enables contact center organizations to build capacity plans at the individual site or vendor level and automatically consolidate them into a network-wide view.

Contact centers managing multiple locations have long relied on a fragmented approach: separate spreadsheets per site, manually reconciled assumptions, and network-level averages that mask site-level performance. Volume gets distributed based on estimates rather than real constraints. Capacity gaps go undetected until they surface in service levels or costs, leaving operations and finance leaders with planning data they cannot fully stand behind.

"When you plan at the network level using averaged assumptions, you get a number that looks precise but doesn't reflect how any individual site actually operates," explains Mark Alpern, COO and Co-Founder at Cinareo. "A blended AHT across locations with different workforce profiles, tenure distributions, and operating conditions produces a result that is mathematically clean but operationally misleading. Multi-Location Optimization preserves site-specific assumptions all the way through the rollup, so the network view is a sum of accurate parts, not an average applied to the whole. That distinction matters every time a planning decision gets made."

Multi-Location Optimization enables organizations to configure their operational hierarchy, apply location-specific planning assumptions (including average handle time, shrinkage, attrition, and labor rates) at each site, and build capacity plans through a guided process. Site-level plans roll up automatically into a single network-wide view, giving leaders visibility into allocation, capacity, and cost across every location in one connected view.

Designed for contact center organizations managing two or more locations, including domestic multi-site operations, offshore and nearshore environments, hybrid structures, and BPO partnerships. It operates as a complementary capability, either standalone or fully integrated with existing workforce management systems rather than replacing them, and is built on the principle that allocation decisions should be evaluated against organizational objectives (cost, service levels, customer experience, and employee experience), not just available headcount. Key capabilities include:

• Volume Allocation: Distribute work across locations by queue/skill and understand the impact across each site
• Capacity Constraints: Account for operational constraints at each location, including available agent and seat capacity
• Location-Level Planning: Reflect operational differences across contact center sites within the planning process
• Optimization Across Objectives: Evaluate tradeoffs across sites before any decision is committed
• Flexible Location Modeling: Add or adjust locations within a plan to reflect operational changes

"The contact center industry has been moving toward distributed operations for years," says Karen Elliott, CEO and Co-Founder at Cinareo. "What has changed is the expectation around planning precision. Organizations can no longer make workforce and allocation decisions based on network averages when the consequences play out at the site level. Multi-Location Optimization reflects where the industry is already operating, and gives our customers the infrastructure to plan with the same precision their operations demand."

Organizations interested in learning more can visit cinareo.com/multi-location.

About Cinareo
Cinareo is a capacity planning platform for contact centers, helping operations and finance leaders build accurate, defensible workforce plans across every level of the organization. With structured scenario modeling, location-level planning, and automatic network rollup, Cinareo gives distributed contact center operations the planning infrastructure to make confident staffing and allocation decisions. Learn more at cinareo.com.

Media Contact:
Shiva Krishna
Marketing, Cinareo
skrishna@cinareo.com

Workforce operations at enterprise scale have grown more complex faster than the tools built to run them. Volumes shift intraday, work is split across automated and staffed queues, and the data needed to make a call often sits in several systems at once. The teams managing those conditions absorb the difference manually, day after day.

NASHVILLE, TENNESSEE – April 28, 2026 – The Society of Workforce Planning Professionals (SWPP) has announced Michael Litnak of Barclays Bank as the winner of the 2026 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry.

“We are continually amazed by the quality of nominees for this award, and are so thrilled to recognize Michael as this year’s winner,” said Vicki Herrell, Executive Director of SWPP. “Through his leadership and vision, he was able to achieve great results for his company and their customers in the workforce management arena.”

The other finalists for the award included Luke Brown of Pinnacle Financial Partners, Scott Lawrence of Wyndham Hotels and Resorts, Jodi Maffitt of Enova International, and Brandi Tifft of AAA-The Auto Group.

Michael Litnak is the Head of Workforce Management for Barclays US Consumer Bank, where he leads a large, multi-site workforce management organization supporting thousands of agents across multiple centers and
handling well over a million customer interactions each month. He consistently demonstrates how Workforce Management, when executed effectively, can serve as a strategic enabler rather than a traditional support function. This enterprise-level impact and leadership earned Mike the Exceptional Achievement Award at Barclays.Mike has played a pivotal role in streamlining and integrating workforce planning, hiring, and financial forecasting, embedding these capabilities directly into enterprise financial planning and investment processes. The forecasting and capacity outputs developed under his leadership now serve as foundational inputs into business planning, resourcing decisions, and cost management discussions across Operations and Finance.

Under Mike’s leadership, the Forecasting and Analytics team delivered material improvements in accuracy, speed, and scalability through advanced, analytics-driven forecasting approaches, significantly reducing forecast cycle times while improving decision quality. His Capacity Planning organization has achieved substantial workforce efficiency gains over multiple years, resulting in meaningful and sustained reductions in annual labor cost—while continuing to protect customer experience and service performance.

Through this work, Mike has successfully positioned Workforce Management as a trusted strategic advisor to senior operational leaders, helping the business solve real problems today while anticipating and preparing for future demand and risk.

The SWPP Board of Advisors selected the five finalists from nominations submitted on the SWPP website. The Workforce Management Professional of the Year award was chosen from the five finalists by the Board of Advisors and was announced at the 2026 SWPP Annual Conference.

About SWPP
The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries. Membership in SWPP is available to all workforce planning professionals and other interested parties from consulting and vendor organizations. Both individual memberships and corporate membership options are available, with full benefits and costs outlined on the organization’s website at www.swpp.org.
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Assembled’s new Model Context Protocol (MCP) server lets Workforce Management and support leaders diagnose, plan, and act on workforce data from Claude, ChatGPT, or any MCP-compatible AI assistant.

[San Francisco, CA] — Assembled, the workforce management (WFM) platform, today launched the Assembled MCP, a Model Context Protocol server that connects Claude, ChatGPT, and other AI tools to live customer support operations data. It is the first WFM platform in the contact center category to ship an MCP server, making real-time workforce data queryable and actionable directly from any conversational AI assistant.

Despite predictions that AI would gut the industry, contact centers are not shrinking. a16z notes that the Philippines, the call center capital of the world, grew its industry from 1.15 million workers in 2016 to 1.9 million in 2025 (with another 70,000 jobs projected for 2026), and U.S. customer service job postings have been outpacing the broader labor market since August 2025.

At the same time, AI use continues to grow among U.S. workers, and enterprise software is reorganizing around AI assistants. Increasingly, AI assistants are becoming the primary interface for enterprise software, a shift even Microsoft is leaning into by replacing some Power BI features with their AI Copilot. Gartner estimates that by 2028, a third of user experiences will shift from native applications to agentic front ends. For contact centers, those two trends collide: the work isn't going away, but how leaders manage it is changing.

"The future of WFM is agentic,” said Ryan Wang, co-founder and CEO of Assembled. "Instead of waiting hours for an analyst to pull a report from one tool and stitch in data from three others, leaders will just ask their AI assistant to pull the answer from all of their data connections in one conversation. Instead of scenario planning taking a week, leaders will run any 'what if' in a single conversation. The Assembled MCP is the first step toward that future.”

With the Assembled MCP, support leaders can ask questions and take action in plain language. Customers are using it for queries such as:

• Where did we miss SLA last week? Break it down by channel.
• Compare forecasted vs. actual contact volume for chat last week by hour.
• Pull MRR by customer segment from our BI tool. Which segments are driving the most contact volume, and are we staffed for them?
• Publish 2 hours of phone overtime tonight from 6–8 p.m. ET.

Unlike many WFM tools, Assembled has always been an open platform, with a developer-friendly API that customers use to shape the product to their operation. Power users build sophisticated custom agents, integrations and automated workflows on Assembled’s foundation. That flexibility matters because no two support operations look alike, and most run on a complex stack of tools (CRMs, contact platforms, telephony systems, HRIS, BI) that have to work together. The Assembled MCP unlocks that same extensibility to non-technical users, who can now build similar cross-tool systems without code, custom integrations, or API keys.

For support operations teams that currently block off hours each week to manually stitch together tools, manage their team, identify trends, and create custom reports, the time savings are significant. WFM teams have historically been stuck as a backward-looking function, explaining what happened last week or last month, long after the moment to act has passed. With routine reporting and real-time management handled by AI, support teams can finally do the strategic work: catching trends as they emerge, executing on the data, and acting as a forward-looking thought partner to the business instead of a backward-looking reporting function.

“What excites me about the Assembled MCP isn't just that I can move faster on analyses that used to take days - it's that it democratizes WFM data across the business. Leaders no longer need to wait for a dashboard or an analyst; they can ask the questions where they're already working, in a Claude window, and get an answer grounded in real operational context. That's what moves WFM from reactive to proactive at scale - and gives leaders the kind of real-time operational fluency that used to require a standing meeting.”

Christian Shrader, Senior Manager, Operations Tools and Systems at Checkr Inc.

Metrics are pre-aggregated by Assembled and incorporate your business logic to ensure accuracy. At launch, the Assembled MCP gives users read and write access across forecasting, scheduling, intraday operations, workforce composition, compliance, and performance analytics. All queries and actions are authenticated via OAuth and scoped strictly to individual accounts, with no cross-customer data access.

The Assembled MCP is available now. Visit the Assembled blog to learn more.

About Assembled

Assembled is the modern, unified platform for managing in-house support teams, BPOs, and AI agents. The company's comprehensive solution includes workforce management tools to forecast, schedule, and monitor blended workforces; an AI copilot to assist human agents, and AI agents for chat, voice, email, and SMS. Founded in 2018 by machine learning engineers from Stripe, Assembled serves hundreds of leading companies, including Stripe, Robinhood, Canva, and Intercom. The company has raised $71 million from NEA, Emergence Capital, and top angels, with employees across San Francisco, New York, London, and remote locations. Learn more at www.assembled.com.

NASHVILLE, TENNESSEE – April 28, 2026 – The Society of Workforce Planning Professionals (SWPP) has announced Michael Litnak of Barclays Bank as the winner of the 2026 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry.

“We are continually amazed by the quality of nominees for this award, and are so thrilled to recognize Michael as this year’s winner,” said Vicki Herrell, Executive Director of SWPP. “Through his leadership and vision, he was able to achieve great results for his company and their customers in the workforce management arena.”

The other finalists for the award included Luke Brown of Pinnacle Financial Partners, Scott Lawrence of Wyndham Hotels and Resorts, Jodi Maffitt of Enova International, and Brandi Tifft of AAA-The Auto Group.

Michael Litnak is the Head of Workforce Management for Barclays US Consumer Bank, where he leads a large, multi-site workforce management organization supporting thousands of agents across multiple centers and
handling well over a million customer interactions each month. He consistently demonstrates how Workforce Management, when executed effectively, can serve as a strategic enabler rather than a traditional support function. This enterprise-level impact and leadership earned Mike the Exceptional Achievement Award at Barclays.

Mike has played a pivotal role in streamlining and integrating workforce planning, hiring, and financial forecasting, embedding these capabilities directly into enterprise financial planning and investment processes. The forecasting and capacity outputs developed under his leadership now serve as oundational inputs into business planning, resourcing decisions, and cost management discussions across Operations and Finance.

Under Mike’s leadership, the Forecasting and Analytics team delivered material improvements in accuracy, speed, and scalability through advanced, analytics-driven forecasting approaches, significantly reducing forecast cycle times while improving decision quality. His Capacity Planning organization has achieved substantial workforce efficiency gains over multiple years, resulting in meaningful and sustained reductions in annual labor cost—while continuing to protect customer experience and service performance.

Through this work, Mike has successfully positioned Workforce Management as a trusted strategic advisor to senior operational leaders, helping the business solve real problems today while anticipating and preparing for future demand and risk.

The SWPP Board of Advisors selected the five finalists from nominations submitted on the SWPP website. The Workforce Management Professional of the Year award was chosen from the five finalists by the Board of Advisors and was announced at the 2026 SWPP Annual Conference.

About SWPP The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries. Membership in SWPP is available to all workforce planning professionals and other interested parties from onsulting and vendor organizations. Both individual memberships and corporate membership options are available, with full benefits and costs outlined on the organization’s website at www.swpp.org.
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NASHVILLE, TENNESSEE – March 30, 2026 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2026 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry.  The finalists are Luke Brown of Pinnacle Financial Partners, Scott Lawrence of Wyndham Hotels and Resorts, Michael Litnak of Barclays Bank, Jodi Maffitt of Enova International, and Brandi Tifft of AAA-The Auto Group.

“These five workforce management professionals are truly representative of the ‘best of the best’ in our industry,” said Vicki Herrell, SWPP Executive Director. “They have all demonstrated great leadership and ability in the field, as well as shown measurable results for their companies.  We are pleased to present them as finalists for this distinguished award.”  The winner of the award will be announced at the SWPP Annual Conference, which will be held in Nashville, Tennessee on April 27-29, 2026.

Below is a brief description of the five finalists and their accomplishments:

Luke Brown is the WFM Analyst Lead for Synovus, where he is part of a 5-person WFM team, operating 2 centers with 150 agents, handling 100,000 calls per month.  He has been recognized by his peers and leadership for sustained excellence, earning several Synovus HERO nominations and awards for impact, collaboration, and dedication to team success.

Luke has demonstrated exceptional ownership and leadership during complex operational changes and various projects, ensuring continuity, accuracy, and stakeholder confidence across the WFM and Business Intelligence teams. He has rebuilt and enhanced critical tools such as schedule compliance and shrinkage reporting, adding self-correcting features to improve visibility and expandability to new lines of business.

Some of the major results attributable to Luke’s efforts have been measurable improvements in forecast accuracy, reporting quality, and staff planning. His staffing plans allowed the department to stay 13% under budget each month while average response times were maintained. He eliminated single points of failure through cross training, documentation, and mentorship, ensuring uninterrupted operations and organizational resilience.

Scott Lawrence is Director of Workforce Management for Wyndham Hotels and Resorts, where he manages a team of 19 people and the workforce planning for 11 centers with over 1600 agents that handle over 5 million calls per month. Scott began his career as a frontline agent over 25 years ago and has progressed through various leadership positions to his current role as Director.

Scott’s accomplishments include the development of a centralized workforce intelligence approach by designing automated executive reporting dashboards that integrate workforce, financial, and operational metrics into a single framework. He has built outbound staffing models and has partnered with Finance and Operations to improve budget forecasting, hiring triggers, and capacity planning to enable proactive workforce decisions.

Some of his measurable results include reducing manual reporting time for faster decision making, improved forecast-to-staff alignment, successful ramp adjustments across all 11 global sites, and full operational launch of outbound calling models. Specific financial results include a 22% year-over-year labor cost reduction, resulting in substantial staff savings as well as over $320,000 in licensing savings, with 2026 on track for further labor and licensing reductions.  Last year’s scheduling optimization resulted in $320,000 in under-time savings and account/security audits resulted in another $100k savings and improved security posture.

Michael Litnak is the Head of Workforce Management for Barclays US Consumer Bank, where he leads a large, multi‑site workforce management organization supporting thousands of agents across multiple centers and handling well over a million customer interactions each month. He consistently demonstrates how Workforce Management, when executed effectively, can serve as a strategic enabler rather than a traditional support function. This enterprise‑level impact and leadership earned Mike the Exceptional Achievement Award at Barclays.

Mike has played a pivotal role in streamlining and integrating workforce planning, hiring, and financial forecasting, embedding these capabilities directly into enterprise financial planning and investment processes. The forecasting and capacity outputs developed under his leadership now serve as foundational inputs into business planning, resourcing decisions, and cost management discussions across Operations and Finance.

Under Mike’s leadership, the Forecasting and Analytics team delivered material improvements in accuracy, speed, and scalability through advanced, analytics‑driven forecasting approaches, significantly reducing forecast cycle times while improving decision quality. His Capacity Planning organization has achieved substantial workforce efficiency gains over multiple years, resulting in meaningful and sustained reductions in annual labor cost—while continuing to protect customer experience and service performance.

Through this work, Mike has successfully positioned Workforce Management as a trusted strategic advisor to senior operational leaders, helping the business solve real problems today while anticipating and preparing for future demand and risk.

Jodi Maffitt is the WFM Department Manager for Enova International, where she oversees a 5-person team, providing for 550 agents over 3 centers, handling 600,000 calls per month. She is active in Operations Women in Leadership Program, and was awarded Enova’s “Customer First” Award last year for her efforts in improving associate retention through her efforts for better schedule flexibility.

Jodi had 2025 success in establishing and reaching operational and performance standards.  She was challenged to explore technologies, enhance operational efficiency, identify system integration benefits, increase employee satisfaction, improve engagement, and reduce staff attrition.

Through Jodi’s efforts and leadership, the center achieved near record-low attrition.  She has eliminated redundant processes, and positioned technology to empower agents and managers to make more informed scheduling decisions.  She developed and implemented an offline scheduling workaround that enables managers to handle urgent scheduling issues, saving hundreds of hours of WFM effort each quarter.  She has fine-tuned capacity planning, resulting in improved predictability, smaller new-hire classes, and a 50% reduction in call abandons and repeat callers.

Brandi Tifft is Manager of Interval Planning for AAA-The Auto Club Group, where she is part of a 35-person WFM team.  She oversees routing and planning for several centers and 800-1000 agents, handling over 1 million calls per month.

Brandi’s key accomplishments include operational improvements through routing strategies and consistency in serving high-volume membership environments. She implemented and refined Bullseye Routing, defining ring orders and wait thresholds across multiple groups to improve flexibility in call handling.  She was also instrumental in improving proactive retention outreach operations. Her expertise with Genesys Cloud ACW configuration choices and tradeoffs reinforced consistent intra-day decisioning through real-time protocol playbooks and queue management guides.

Brandi’s design and management of outbound campaigns resulted in saving 50,000 primary and associate memberships, translating to over $1M in cost avoidance and revenue retention.  She has also improved operational governance, resulting in improved agent experience, as well as repeatable real-time playbooks to ensure efficiency and service consistency.

The SWPP Board of Advisors selected the five finalists from nominations submitted on the SWPP website.  The Workforce Management Professional of the Year award is chosen from the five finalists by the Board of Advisors and will be announced at the 2026 SWPP Annual Conference.

New intelligent scheduling engine eliminates complexity of manually managing human and AI workforces, global schedules, and regional labor rules at scale

SAN FRANCISCO – January 28, 2026 – Assembled, the AI customer support orchestration platform, today announced the general availability of AI-powered Schedule Generation, tackling one of support operations’ most manual and error-prone challenges in workforce management: agent scheduling. Assembled’s new Schedule Generation tool creates optimized support schedules from scratch with just one click, balancing demand forecasts, labor rules, and the realities of running multi-channel, distributed teams. By applying intelligent automation to weekly agent scheduling, Schedule Generation removes 95% of manual effort, freeing teams to focus on more strategic scenario planning and coverage decisions.

"The rise of AI has made scheduling and managing support agents harder than ever. Now teams are responsible for scheduling in-house teams, coordinating BPO partners, and balancing the impact of AI agents," said Ryan Wang, co-founder and CEO of Assembled. "Most support teams are still trapped in spreadsheets, manually juggling schedules while trying to remember which country requires breaks every 3.5 hours versus 4 hours. Optimal schedule generation is an age-old problem in operations research, but AI advances allow us to handle more complexity in less time. The result: teams get time back to focus on higher leverage planning and strategic work.”

Schedule Generation fundamentally changes how workforce schedules are created, replacing manual, step-by-step assembly with a system that automatically produces schedules at scale. Leveraging advanced algorithms developed by Assembled’s team of dedicated AI researchers, Assembled's modern architecture processes schedules concurrently without the system lockouts that plague legacy platforms.

Key product capabilities include:

• SLA optimization: Automatically balances demand forecasts, agent skills, and business rules in real-time to create schedules that optimize for SLA performance.
• Automated compliance: Location-specific rule enforcement that automatically places breaks and lunches according to local labor laws, with built-in violation detection.
• Infinite-scale architecture: Rule-based automation that handles hundreds of agents across multiple sites, channels, and shift patterns while maintaining optimization quality.
• Dual-purpose scheduling: Generates both net-new schedules and actively monitor existing ones for violations.
• Advanced working hours: Support for rotational patterns up to 13 weeks, cross-midnight shifts, and smart attribute-based assignment.

Companies like ServiceTitan, Backcountry, and Preply have reduced time spent scheduling hundreds of global agents from weeks to minutes, while eliminating extensive Google Sheets workflows for forecasting and staffing management.

"Schedule generation turns what used to be an hour-plus task every Friday into just five minutes with only a few clicks. It's done a fantastic job of streamlining everything and it’s easily my favorite Assembled feature," said Jeff Rybicki, X Operations Manager at Pair Eyewear.

“Other tools I’ve used would give you a file that was 30 tabs long. You had to do everything in Excel so they could upload it. And you still had to go back and fix it,” said Jes De Leon, senior workforce manager at ServiceTitan. “If you can’t be as specific as you need to be, then you don’t get the effectiveness of the schedules and there ends up being a lot more manual work required.”

Schedule Generation integrates seamlessly with Assembled's existing forecasting capabilities, using demand predictions as inputs while automatically optimizing schedule placement based on predicted patterns. The solution provides workforce managers with the flexibility to handle complexity while delivering the reliability required for operational excellence, avoiding both the rigid templates of legacy tools and the chaos of manual spreadsheet management.

For more information about the general availability of Schedule Generation, visit: https://www.assembled.com/features/scheduling

About Assembled

Assembled is the modern, unified platform for managing in-house teams, BPOs, and AI agents. The company's comprehensive solution includes AI agents for chat, voice, email, and SMS; an AI copilot to assist human agents; and workforce management tools to forecast, schedule, and monitor blended workforces. Founded in 2018 by machine learning engineers from Stripe, Assembled serves hundreds of leading companies, including Stripe, Robinhood, Canva, and Intercom. The company has raised $71 million from NEA, Emergence Capital, and top angels, with more than 130 employees across San Francisco, New York, London, and remote locations. Learn more at

assembled.com

New integration bridges customer engagement and support planning, helping consumer brands scale exceptional service across every channel and team

SAN FRANCISCO – November 18, 2025 – Dixa, the intelligent customer engagement platform, and Assembled, the leading support orchestration platform for modern CX teams, today announced a strategic partnership to transform how consumer brands deliver customer support. The companies have launched a native integration designed to connect Dixa’s fluid, omnichannel conversation layer with Assembled’s real-time workforce intelligence — giving support leaders end-to-end control over experience and execution.

With this collaboration, support teams can move beyond siloed systems and manual processes to deliver consistently high-quality service across voice, chat, email, and messaging, while optimizing staffing, scheduling, and team performance behind the scenes.

“Dixa and Assembled share a belief that great customer service is a growth engine for consumer brands. When you combine Dixa's omni-channel CX platform with Assembled's workforce management across the human + AI workforce, companies get a complete operational foundation to deliver great experiences efficiently.” – Ryan Wang, Co-founder and CEO, Assembled

A Unified Approach to the New Realities of Support

Today’s consumer brands are managing more complexity than ever before. They operate across multiple channels, serve global customers, work with hybrid in-house and outsourced teams, and face growing expectations around speed and personalization. While platforms like Dixa have modernized the engagement layer, too many support operations remain reactive — plagued by spreadsheet scheduling, guesswork forecasting, and lack of real-time performance insight.

The Assembled + Dixa integration addresses this growing gap by giving teams the ability to forecast accurately, schedule intelligently, and respond dynamically based on live data from their conversation workflows.

“The world’s best brands win by creating effortless customer moments. With Assembled’s intelligent workforce management and Dixa’s AI-powered CX platform, support teams get a unified way to predict demand and deliver exceptional customer experiences - powered by both humans and AI agents, at any scale.” – Mads Fosselius, Founder and Chief Innovation Officer, Dixa

Integration Highlights and Impact

The partnership equips Dixa customers with:

• Accurate, ML-powered forecasting using real-time Dixa data across channels and queues
• Automated scheduling based on service level targets, agent availability, and business rules
• Live performance visibility, including adherence and queue health across all teams
• Unified workforce management for in-house agents and BPO partners in a single dashboard

Dixa helps brands reduce response times by up to 70%, increase CSAT by 20%, and drive measurable improvements in agent productivity. Paired with Assembled’s typical 30% reduction in labor costs, 25% rise in schedule adherence, and 75% cut in scheduling admin, teams see transformative end‑to‑end gains.

Solving for Growth, Not Just Scale

The Assembled + Dixa integration is purpose-built for high-growth consumer brands. These organizations often face a balancing act between expanding service coverage and maintaining team efficiency. With this partnership, they can now operate from a single source of truth — ensuring the right people are in the right place at the right time, across every customer touchpoint.

The integration is available now. Teams using Dixa can activate the connection in seconds with minimal configuration required. Assembled’s team provides hands-on onboarding and best practices to ensure fast time-to-value.

About Dixa

Dixa is a customer engagement platform that powers seamless, conversational support experiences across voice, email, chat, and messaging. Designed for consumer brands that put customers at the center, Dixa unifies channels and teams to deliver fast, personalized service at scale. Learn more at www.dixa.com

About Assembled

Assembled is the support orchestration platform for modern CX operations. From intelligent forecasting and automated scheduling to real-time insights and vendor performance management, Assembled helps support teams operate with clarity, flexibility, and speed. Learn more at www.assembled.com