Daktela WFM

Overview

Daktela WFM is workforce management software for contact centres that need to plan coverage around incoming customer demand. It is strongest for teams already working with Daktela’s contact-centre platform; the trade-off is that AI-powered forecasting is not yet part of the offer.

Managers can create a month of shifts for hundreds of agents in one action, while agents can handle availability, shift changes, swaps and leave through an app. That combination suits larger, changing contact-centre schedules better than general-purpose staff rotas.

Key features

Forecasting and schedule optimization

Demand and volume forecasts draw on historical contact-centre data, giving managers a basis for matching staffing to expected workload. Daktela also describes real-time schedule optimization, compliance monitoring and a drag-and-drop interface. Skills-based scheduling is supported, which is useful when coverage depends on having particular capabilities on shift. AI-powered forecasting is marked as coming soon, so teams that require AI forecasting now should consider another product.

Agent self-service and integration

Agents can submit availability, request changes, swap shifts and manage leave in the app, reducing the need for managers to handle every routine request. Native integration with Daktela PBX Omnichannel uses existing contact-centre data and shows schedules in the contact-centre interface. For Daktela customers, that can keep planning close to day-to-day operations; teams using another contact-centre platform will not get this same native integration.

The REST API supports customization and connections to systems such as CRM, payroll and time-and-attendance applications. Daktela also says its Cloud undergoes regular external penetration tests and complies with GDPR and ISO 27001. The company holds ISO 9001:2015 and ISO/IEC 27001:2022 certifications from Alcumus ISOQAR with UKAS accreditation.

Support

WFM includes 24/7 support. With the native contact-centre integration, Daktela says customers get one SLA and one support phone number, a practical advantage for teams that want a single support route across these systems.

Pricing

Daktela’s pricing information presents two different entry points. The Admin plan is 0.00 EUR per free, billed Free, and provides full management and planning setup at no extra cost for users without scheduled shifts. It is suited to administrators who need to configure and manage the system, not agents who need scheduled shifts.

The Agent plan is 20.00 EUR per month, billed €20 / month. It includes AI shift planning, traffic prediction and 24/7 support, making it the paid option for scheduled agents. The monthly price is stated, but no longer billing term is given. Separately, Daktela advertises a 14-day free trial and invites visitors to try a free demo; the trial period is useful for evaluation, but no further trial terms are provided.

The product is also promoted from €12/user/mo. That starting price is lower than the stated Agent plan price, so buyers should confirm which package and billing terms apply to their team before budgeting.

Platforms

Daktela WFM supports Android, iOS, macOS, web and Windows, and provides an API.

Who it's for

This is a focused choice for contact-centre operations that forecast demand, schedule agents and monitor coverage, particularly those already using Daktela PBX Omnichannel. The monthly planning scale, forecasting and self-service tools address the moving parts of contact-centre staffing. Teams seeking a general rota tool or AI-powered forecasting today have reason to look elsewhere.

Pros and cons

• Pros: Month-long scheduling for hundreds of agents in one action can reduce planning effort for large teams.
• Pros: Native Daktela contact-centre integration reuses operational data and puts schedules in the contact-centre interface.
• Pros: Agent self-service covers availability, shift swaps, changes and leave, while the API can connect WFM with business systems.
• Cons: AI-powered forecasting is still a future addition; current forecasts rely on historical contact-centre data.
• Cons: Native integration is specifically with Daktela PBX Omnichannel, making the clearest integration case for existing Daktela customers.
• Cons: The stated Agent plan costs 20.00 EUR per month, while the separate from €12/user/mo starting price leaves buyers needing to verify the applicable package and terms.

Alternatives

Naumen Workforce Management is worth considering for teams that want an explicitly priced base package: Base WFM is 30,000 rub./month and includes 20 users, load forecasting, automatic scheduling, standard rules and reports. It has no free plan, though a free trial is offered.

Dialpad WFM may suit teams already using Dialpad or considering its standalone WFM product; pricing is discussed with a Customer Success Manager.

CommunityWFM offers Essentials for small and mid-size contact centres under 100 agents at one site, and Enterprise for multi-site workforce teams of 101–10,000 agents. Both plans have custom pricing.

Pipkins Vantage Point is another paid option, with pricing and availability handled through sales.

QStory Workforce Management is a paid alternative whose pricing is discussed with QStory.

RingCX AI Workforce Management is a paid alternative at 65.00 USD per month, with unlimited minutes, core contact-centre features and AI tools.

Aspect Workforce may be a fit for buyers seeking per-seat pricing tailored to team size; it requires a custom quote.

Verint Workforce Management is another paid option, with pricing handled by sales.

Readers comparing products across categories can also browse Call Center Workforce Management Software, Contact Center Workforce Management Software, Customer Service Workforce Management Software and WhatsApp Customer Service Software.

Verdict

Contact-centre teams already on Daktela should put WFM on their shortlist for its integrated planning, agent self-service and large-scale scheduling. Choose it when those operational links matter more than AI forecasting; look elsewhere if that capability is essential now or if the operation needs a general-purpose rota platform.