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4.7 (200+ reviews)

Turn customer intelligence into workforce decisions

Level AI and Assembled connect conversation intelligence directly to workforce execution, helping contact centers move from static reporting to faster, more informed coaching, scheduling, and staffing decisions.

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Overview

Workforce decisions need the customer context

Workforce planning, quality, and customer intelligence often operate separately. Leaders see what happened in each system, but connecting those signals in time to act remains difficult.

Delayed insights slow operational response

QA teams uncover performance gaps, rising complaints, and shifts in customer sentiment. When those insights sit outside workforce planning, teams act after the issue has already affected CX.

Coaching becomes a scheduling problem

Managers know which agents need coaching, but finding time without leaving the floor understaffed requires constant coordination. Feedback gets delayed when coverage takes priority.

Static workforce plans miss performance signals

Forecasts and assigned skills tell part of the story. They do not show where agents are currently performing well, struggling with specific interaction types, or affecting the customer experience.

Overview

Turn workforce intelligence into measurable business value

Level AI and Assembled connect what is happening in customer conversations with the workforce decisions that follow. Teams can address performance gaps sooner, use staffing capacity more deliberately, and spend less time coordinating work manually.

Coaching

Optimize

Insights

Reporting

Increase coaching without sacrificing coverage

Schedule coaching during periods when staffing levels allow, so agents receive timely feedback without reducing coverage or leaving customer demand unmet.

Improve resolution on complex customer issues

Use real interaction data to understand where each agent performs best across skills, topics, and interaction types. That intelligence can shape staffing and scheduling decisions so complex issues are more likely to reach agents equipped to handle them.

Find workforce patterns tied to CX

See changes in conversation volume, topics, and sentiment as they happen. Teams can use those signals to adjust schedules, coverage, and assignments before demand shifts lead to longer wait times or missed service levels.

Measure workforce performance against customer outcomes

Connect coaching and staffing changes back to quality and customer signals. Leaders can see which decisions are improving performance, where gaps remain, and where to focus the next intervention.

Key Differentiators

See why Level AI + Five9 outperforms legacy WEM

Level AI + Assembled

Legacy WEM

Operating model

Operating model

Intelligence and workforce action work together across QA, coaching, scheduling, and staffing

Intelligence and workforce action work together across QA, coaching, scheduling, and staffing

Quality and workforce workflows remain in fragmented

solutions

Quality and workforce workflows remain in fragmented

solutions

Architecture

Architecture

Modular, API-first ecosystem that works with your existing contact center stack

Modular, API-first ecosystem that works with your existing contact center stack

Monolithic suite with tightly coupled modules

Monolithic suite with tightly coupled modules

Time to value

Time to value

Modular deployment measured in weeks

Modular deployment measured in weeks

Large-suite deployments measured in months

Large-suite deployments measured in months

Coaching

Coaching

Performance gaps can move directly into coaching scheduled around agent

availability

Performance gaps can move directly into coaching scheduled around agent

availability

Coaching requires manual handoffs and schedule

coordination

Coaching requires manual handoffs and schedule

coordination

Workforce decisions

Workforce decisions

Current customer and agent performance adds context to staffing and scheduling

Current customer and agent performance adds context to staffing and scheduling

Decisions rely primarily on historical workforce data and static rules

Decisions rely primarily on historical workforce data and static rules

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

Resources

Tools and insights to improve every customer interaction

View all resources

Voice of the Customer Insights

From insights to action: uncover hidden insights and transform contact center operations

Thought leadership series ft. Carta: Deriving insights from the white space

Voice of the Customer Insights

Thought leadership series ft. Carta: Deriving insights from the white space

Agent Coaching

Forrester: five things to consider when modernizing your call center

Voice of the Customer Insights

From insights to action: uncover hidden insights and transform contact center operations

Thought leadership series ft. Carta: Deriving insights from the white space

Voice of the Customer Insights

Thought leadership series ft. Carta: Deriving insights from the white space