Nextiva + Assembled: Connecting Customer Demand to Smarter Workforce Planning

Customer service teams are more distributed and complex than ever. Employees work across offices, homes, multiple locations, and outsourced partners, while AI is taking on a growing share of customer interactions.

In fact, our research into contact center adoption has found that 24% of businesses have a fully remote contact center workforce, while less than 10% of contact center operators have no remote employees at all.

Managing that complexity requires more than a schedule. Workforce teams need to understand how much customer demand is coming, how AI is changing that demand, and whether they have the right people available at the right times.

That’s why Nextiva Contact Center is integrating with Assembled. This technology partnership connects Nextiva’s customer interaction data with Assembled’s workforce management capabilities, helping organizations turn customer demand into better forecasts, schedules, and staffing decisions.

How Nextiva and Assembled Work Together

Nextiva captures customer interactions across voice, chat, email, and messaging channels, giving teams full visibility into customer demand and what’s happening across the customer journey. Assembled connects that interaction data directly to workforce planning, ensuring the right people are staffed and scheduled to handle demand across each channel.

Together, the integration connects customer demand with workforce planning, helping teams move from understanding what’s happening to making smarter staffing decisions.

Workforce Management That Delivers Measurable Results

Better workforce planning involves managing complex staffing and service levels, making faster decisions, and eliminating the hassles of manual reporting. Here’s what that looks like in practice.

Manage Complexity at Scale

ServiceTitan manages more than 300 support agents across Armenia, Colombia, and the United States, with more than 80 custom scheduling rules to account for different labor requirements and operating models. Previously, generating a schedule took more than an hour and required significant manual adjustments.

With Assembled’s AI-powered schedule generation, those rules apply across the workforce in a single scheduling process. 

After a year, ServiceTitan reduced schedule generation time by 95%, from more than 60 minutes to just a few minutes, and achieved 2x ROI on its Assembled investment in year one.

Put Workforce Intelligence Into the Flow of Work

Workforce data becomes more valuable when teams don’t have to wait for a dashboard or analyst to tell them what it means.

Checkr, a background check service provider, connected Assembled data with its broader data and AI ecosystem, giving leaders a way to ask workforce questions where they’re already working and get answers grounded in operational data.

As Christian Shrader, Senior Manager of Operations Tools and Systems at Checkr, explains:

The result is a workforce team that spends less time on reports and more time staffing the right people on the right work to maximize productivity and service levels.

Eliminate Manual Scheduling Work

We’re seeing those benefits firsthand at Nextiva.

Nextiva went live with roughly 175 contact center agents on Assembled just three weeks after kickoff. Once live, many of the scheduling tasks that previously required supervisor involvement became self-service.

PTO requests that could take up to 24 hours to approve can now be approved in seconds based on preset rules. Agents can also swap shifts and sign up for overtime themselves, replacing manual approvals and email coordination.

Agents can also use Assembled to manage their schedules, while workforce forecasts are typically within about 5% of actual demand. That level of accuracy means staffing decisions are grounded in real data, not guesswork. The WFM team can also make changes and add new capabilities without waiting on vendor support.

Highlights of the Assembled Integration 

Here’s what the integration delivers from a product perspective.

Every Conversation. Every Channel. Full Context.

Nextiva unifies customer interactions across voice, chat, email, and messaging in one place, giving your teams the context they need to act.

• Understand customer interactions and demand across every channel
• Use contact center AI and automation to handle routine work and increase agent productivity
• Use conversation data to inform workforce planning as customer needs evolve

Turn Demand Into the Right Workforce Plan

Assembled translates demand data into smart, accurate staffing decisions down to 15-minute intervals.

• Forecast customer demand and convert it directly into staffing requirements
• Build and optimize schedules around real expected demand, not assumptions
• Monitor real-time adherence, so you always know if coverage matches the plan
• Manage staffing across multiple channels from a single view
• Give agents self-service tools to manage their own schedules and reduce supervisor workload

Make Workforce Planning ROI Measurable

Smarter workforce planning has a profound impact on productivity, staffing efficiency, and operating costs.

Better forecasting helps teams align staffing with actual demand. Automated scheduling reduces manual work. Stronger workforce visibility can also help leaders spot opportunities to improve productivity without sacrificing the customer experience.

Instead of relying on assumptions, organizations can start putting numbers behind those improvements right from within Nextiva Contact Center.

Who Is This Integration For?

• CX Leaders (VP/Director of Support). If you’re accountable for SLAs, CSAT, and scaling support efficiently, this integration gives you the visibility to staff smarter, reduce costs, and protect service levels, without sacrificing one for the other.
• Workforce Managers and Operations Leaders. If you’re still forecasting in spreadsheets or making staffing calls without real-time data, Nextiva and Assembled replace the guesswork with accurate demand forecasting, automated scheduling, and live operational visibility.
• IT and CX Technology Leaders. If you’re managing disconnected tools and trying to build an infrastructure that supports both AI and human agents, this integration simplifies the stack and gives every team a single source of truth.

See What Smarter Staffing Could Save You

How much could better forecasting, automated scheduling, and more efficient workforce operations be worth to your contact center?

Enter a few details about your workforce below to estimate your potential productivity gains and savings.

Turn Customer Demand Into Workforce Action

Contact center leaders are being asked to do more with less.

They must hit SLAs, reduce costs, prove AI ROI, and keep customers happy across more channels than ever. The problem isn’t effort. It’s visibility. Without a clear picture of shifting demand and whether the right people are staffed, even the best teams are left reacting.

Nextiva and Assembled close that gap.

By connecting customer interaction data with enterprise-grade forecasting and workforce management, your team can anticipate demand before it hits, build staffing plans grounded in real data, and adapt in real time as conditions change.

The result is a workforce that’s always aligned to what your customers actually need.

Ready to connect customer demand to smarter workforce planning? Request a personalized demo!