Assembled
Procurement partnerAbout
Assembled is a workforce management and AI platform built for customer support teams. It provides AI-powered scheduling, forecasting, and real-time analytics alongside AI agents for chat, email, and voice channels that can resolve customer issues end-to-end. The platform unifies management of in-house agents, BPO vendors, and AI agents in a single dashboard.
Details
VenSearch Intelligence
Ideal Customer
- Assembled's sweet spot is mid-market to enterprise technology and digital-first companies with 50 to 2,000+ support agents operating across multiple channels, time zones, and BPO partners.
- The platform is particularly well-suited for organizations managing a blended workforce of in-house agents, outsourced BPO vendors, and AI agents that require unified forecasting, scheduling, and real-time performance visibility.
Key Differentiators
- Assembled's core differentiator is its unified platform that manages in-house agents, BPO vendors, and AI agents within a single planning model — a capability it claims no other WFM platform offers natively, positioning itself as 'the only platform that unifies all three.' Unlike legacy WFM platforms such as NICE, Verint, and Calabrio that retrofitted AI capabilities onto older architectures, Assembled was built AI-native from the ground up, with machine learning integrated at the platform level and blended human-AI workforce planning as a first-class design principle.
- The company has been recognized as a Representative Vendor in the 2025 Gartner Market Guide for Contact Center Workforce Management Applications, holds a 4.6/5 rating on G2 from 155+ reviews with 60.5% of reviewers from the mid-market segment, and customers report outcomes including 90%+ forecasting accuracy, 83% less time spent on scheduling, 50% reductions in schedule generation time, and 33% improvements in schedule adherence.
Industries Served
- Assembled primarily serves technology, SaaS, fintech, e-commerce, and marketplace companies, with noted customers including Stripe, Robinhood, Canva, Intercom, Etsy, GoFundMe, Ramp, and ClassPass.
- It also serves healthcare-adjacent and travel companies such as Hopper and Flexcar, and broader digital-first organizations where omnichannel customer support is a core part of the product experience.
Service Coverage
- Assembled operates as a global SaaS platform headquartered in San Francisco, CA, serving customers across multiple countries and continents.
- Its platform supports multi-site, multi-timezone, and multilingual operations, with customers like Stripe managing support across 13 global offices and 50+ teams worldwide, and ServiceTitan coordinating agents across the U.S., Armenia, and Colombia.
Partnerships
- Assembled's most significant technology partnership is with Five9, where it holds Five9 Select ISV Partner status — Five9's highest partnership tier — and Five9 acts as an authorized reseller of Assembled's workforce management platform, deeply integrating it into the Five9 Intelligent CX Platform.
- Assembled also has a preferred WFM partnership with Gorgias, serving as their recommended WFM solution for e-commerce and Shopify ecosystem customers.
Company Size & Ownership
- Assembled was founded in 2018 by former Stripe engineers Brian Sze, Ryan Wang, and John Wang, and has grown to approximately 118–145 employees as of 2024–2025.
- The company raised a total of approximately $70.7 million across multiple funding rounds, including a $51 million Series B in May 2022 that reflected a more than 5x valuation increase in just one year, with a post-money valuation of approximately $461 million.
Compliance & Certifications
- Assembled holds a SOC 2 Type II certification, having first completed the audit for the period June 1 to November 30, 2020, reviewed by The Cadence Group, covering all five Trust Services Criteria: Security, Availability, Processing Integrity, Confidentiality, and Privacy.
- The company also conducts third-party penetration testing as part of its security posture and has publicly committed to ongoing security improvements beyond initial certification.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
9 offeringsAgentic Workflows
A no-code visual builder that allows support and operations teams to create and deploy multi-step AI automation flows that can handle complex, end-to-end customer support scenarios such as refund processing, account updates, and eligibility checks. Workflows combine multiple specialized AI agents, integrate with systems like Zendesk, Salesforce, and Shopify via native connectors and REST APIs, and can be deployed across chat, email, and voice channels from a single build.
AI Chat
An AI chat agent that resolves up to 70% of support inquiries without human intervention by pulling from help centers, product docs, and internal resources to provide accurate, conversational answers. It connects to CRM and eCommerce tools like Shopify to take actions such as processing refunds or account changes, and includes built-in language detection, real-time translation, and smart escalation to human agents.
AI Copilot
A real-time AI assistant that lives inside the agent's help desk and surfaces relevant knowledge, drafts policy-aligned responses, auto-generates wrap-up notes and summaries, and provides real-time translation to eliminate busywork. It shares the same knowledge base and workflows as Assembled's AI agents, ensuring consistency across human and automated support interactions.
AI Email
An AI email agent that scans incoming messages, understands customer intent, and automatically resolves routine email tickets such as password resets, order status updates, and return requests without human involvement. It includes adjustable automation levels, preview capabilities for testing AI-generated replies before going live, and smart escalation with full context for complex or sensitive cases.
AI Voice
An AI voice agent that handles inbound phone support with natural, low-latency conversations, replacing push-button phone trees with dynamic dialogue. It connects to knowledge bases, CRMs, and tools like Shopify to resolve complex cases such as refunds and account changes, supports multilingual conversations, and escalates to human agents with full context when needed.
AI-powered Scheduling
An automated scheduling tool that uses AI to generate SLA-compliant schedules, insert breaks and lunches at optimal times, and enforce pre-defined business rules and compliance requirements. It supports scenario planning to stress-test staffing adjustments before going live, and allows agents to manage shift swaps and time-off requests with automated approvals.
ML-based Forecasting
A support volume forecasting tool that uses machine learning models to predict staffing needs by queue, channel, or site, accounting for seasonality and unique business patterns like product launches or marketing campaigns. It supports manual adjustments, allows import of custom forecast models via API or CSV, and includes email backlog forecasting with enhanced SLA calculations.
Real-time Analytics
A real-time management dashboard that provides live visibility into agent states, adherence metrics, SLA performance, and ticket volume across all teams, locations, and BPO partners. It enables intraday staffing adjustments via drag-and-drop scheduling, sends Slack alerts when agents fall out of adherence, and includes an Agent Scorecard for performance coaching.
Vendor Management
A purpose-built BPO vendor management solution that provides joint headcount planning, real-time schedule visibility synced from BPO WFM platforms like Aspect, NICE, and Verint, and consolidated adherence monitoring across all vendor sites. It enables invoice validation by comparing actual hours worked against billed hours and supports multi-vendor capacity allocation and performance comparison.
Considering Assembled?
Our team will work with you to determine if Assembled is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.