Level AI Partners with Assembled to Deliver Modern Workforce Engagement Management

Your contact center just hit its best efficiency numbers in months. Schedule adherence is up. Average handle time is down. Forecasting accuracy is trending in the right direction.

So why is your executive team asking tough questions about customer experience?

Because somewhere between the workforce metrics and the customer outcomes, there's a disconnect. Your QA team is flagging declining sentiment and rising complaint patterns. But by the time those insights make it to your WFM team, the moment to adjust staffing or trigger coaching has already passed.

This is the hidden cost of disconnected systems: you're optimizing for the wrong metrics because the right data never connects with the right actions.

Level AI and Assembled are changing that.

Today, we're announcing a strategic partnership that brings together our best-in-class AI-powered quality management with Assembled's leading workforce management. Built for CCaaS-first contact centers, this partnership delivers modern workforce engagement management (WEM) that actually drives performance, not just reports on it.

The Legacy WEM Problem: Stuck in the Past

Legacy WEM vendors like Verint and Calabrio have long promised to consolidate your workforce tools. Instead, what they deliver are 6–12 month deployments, poor UI/UX, and manual QA workflows that can't scale. Most critically, their "intelligence" is often based on legacy phrase-based systems that lack the nuance to truly understand customer intent.

These platforms were designed for static schedules and on-premise infrastructure — not for modern contact centers running AI agents, CCaaS platforms, and real-time operations.

Our point of view: WEM should be an operating system, not a reporting layer

We believe workforce engagement management shouldn't just tell you what happened. It should change what happens next. That requires a fundamentally different approach:

• AI at the core: Not bolted on after the fact.
• Real-time intelligence: Insights that trigger immediate action.
• Modular, API-first architecture that integrates deeply with your CCaaS platform
• Best-in-class systems: A modular architecture that closes the loop between insight and execution.

System of Intelligence + System of Action

This partnership unifies two critical layers of the contact center stack:

Level AI: The System of Intelligence

We provide the semantic brain for your contact center. Level AI develops advanced AI technologies that automate QA, assist agents, and unveil strategic customer insights. With superior semantic intelligence, our NLU surface coaching opportunities, track sentiment and CSAT drivers, and identify performance trendswith 2× accuracy and zero setup compared to legacy phrase-based systems. We analyze every interaction to identify why customers are calling and how agents are performing, without the limitations of manual sampling or keyword matching.

Assembled: The System of Action

Assembled delivers the workforce intelligence and operational control contact centers need to staff efficiently. Built for hybrid teams balancing AI agents, in-house staff, and BPO partners, Assembled handles AI-aware forecasting, automated scheduling, and real-time optimization. It ensures the right resources are available to act on the intelligence we provide.

Better Together: Three Core Use Cases

The Level AI + Assembled partnership is built to enable workflows that legacy WEM platforms simply can't deliver. Here is how our integration changes operations:

1. AI-Driven Coaching Automation

Level AI analyzes interactions and identifies specific coaching opportunities, automatically generating personalized coaching plans based on each agent's performance gaps. With this integration, those plans flow directly into Assembled. Assembled then schedules the coaching session at the optimal time based on manager availability, agent schedule, and operational demand.

2. Skills-Based Scheduling Driven by Real Performance

Instead of scheduling agents based on static skills they are "supposed" to have, Assembled can now use real, dynamic performance data from Level AI. By ingesting our CSAT scores, sentiment analysis, and interaction quality data, Assembled can inform smarter scheduling decisions. As agent skills and performance evolve in Level AI, the schedule in Assembled adapts automatically.

3. Data-Driven Scheduling Insights

By connecting schedule patterns from Assembled with Level AI's performance and sentiment data, operations leaders can identify hidden drivers of customer experience. You might discover that specific shift patterns correlate with higher CSAT, or that intraday demand spikes require different staffing approaches to maintain quality.

Built for Speed, Designed for Scale

While legacy WEM platforms take 6–12 months to deploy, the Level AI + Assembled partnership delivers value in weeks.

Both of our platforms are built on modern, API-first architectures designed for deep CCaaS integration with tools like Five9, Salesforce, Talkdesk, or ServiceNow. That means faster deployments, seamless data flow, and the flexibility to evolve as your operation grows.

Why this partnership matters now

The contact center industry is evolving faster than legacy WEM platforms can keep up.

AI is automating routine work. CCaaS platforms are enabling real-time decisions. Customer expectations continue to rise. And operations leaders need systems that can move as fast as the business demands.

Legacy WEM vendors built their platforms for a different era — static schedules, on-premise infrastructure, and manual workflows. They're not designed for the speed, intelligence, and flexibility modern contact centers require.

We aren't offering a better version of legacy WEM. We're taking a fundamentally different approach — one where Level AI's insights drive Assembled's actions, and where workforce engagement management becomes an operating system for performance.

Get Started Today

The Level AI + Assembled partnership is live. Integration features will roll out over the coming months, but joint customers can start benefiting from both platforms immediately.

Ready to explore modern workforce engagement management? Schedule a demo to see how Level AI and Assembled close the loop between insight and execution.