Great customer experiences require two things working in harmony: seamless conversations and intelligent workforce orchestration. Today, we’re excited to announce our partnership and integration with Assembled, giving global support teams everything they need to deliver world-class service at scale.
Customer conversations meet workforce intelligence
Running support today means juggling multiple teams—in-house agents, BPO partners, and AI—across different channels and time zones. Most companies use separate tools to manage conversations and workforce planning, leading to blind spots and inefficiencies.
Dixa handles the conversation side. Our platform manages customer interactions across voice, email, chat, and social in one workspace. AI agents work alongside human agents, handling routine questions while passing complex issues to the right person.
Assembled handles the workforce side. Their platform forecasts demand, creates schedules, and tracks performance in real-time, taking the guesswork out of staffing decisions.
“Support teams shouldn’t have to choose between great conversations and smart workforce decisions. Our customers deserve both — and this partnership delivers it. When you combine Dixa’s omnichannel platform with Assembled’s workforce intelligence, teams get the complete operational foundation to make confident decisions about staffing and scaling, without burning budget or missing SLAs,” says Ryan Wang, Co-founder and CEO of Assembled.
What the integration actually does
The Dixa + Assembled integration creates one platform where every part of your support operation works together. Here’s what changes:
1. Precision forecasting built on your data
Assembled connects directly with Dixa to analyze what matters for capacity planning: conversation volumes across every channel, handling times by queue and skill, and your unique traffic patterns throughout the day. Machine learning models learn your specific operation and predict staffing needs with accuracy that enables confident decision-making. Seasonal peaks and daily variations get handled automatically, eliminating the guesswork that either wastes budget or compromises service levels.
2. Intelligent scheduling that works for everyone
Generate optimized schedules in seconds. Assembled takes forecasts based on your Dixa contact patterns and builds schedules that meet coverage targets while respecting agent preferences and business rules. Agents manage their own time-off and shift swaps through self-service, with automatic approvals based on parameters you set. This frees your workforce team from schedule administration to focus on strategic initiatives that drive the business forward.
3. Real-time visibility into every operation
Monitor your entire Dixa operation as it happens. Live dashboards show adherence trends, queue performance against SLAs, and productivity metrics in real-time. Set up intelligent alerts so the right people know immediately when thresholds are crossed. Address issues proactively before they impact customer experience.
4. Unified management across all team types
For teams running hybrid operations — combining in-house agents, BPO partners, and AI agents across regions — Assembled provides one unified view. Track performance by team type while planning holistically. Coordinate complex skill distributions and coverage requirements. Handle the reality of modern support without juggling disconnected tools and spreadsheets.
The results speak for themselves
Early adopters of the Dixa + Assembled integration are seeing transformative results:
- 55% increase in solves per hour through better agent allocation and AI assistance
- 80% reduction in reporting time with automated, real-time analytics
- 2x improvement in SLA performance from precision forecasting and scheduling
- 50% boost in team productivity by eliminating manual processes
Simple to implement, built to scale
The integration takes days to set up, not months. It connects with your existing tools like Shopify, Slack, and Notion. Enterprise-grade security (SOC 2 certified, GDPR compliant, 99.9% uptime) means it works reliably whether you’re handling hundreds or millions of conversations.
This partnership recognizes that modern support isn’t about choosing between humans and AI, or between in-house and outsourced teams. It’s about making all these resources work together effectively.
Ready to see it in action?
The Dixa + Assembled integration is available now. Whether you’re a growing brand trying to scale efficiently or an enterprise optimizing operations, this partnership provides the complete platform for modern support.
Contact our team to learn how Dixa + Assembled can transform your support operations.