Daktela WFM

Overview

Daktela WFM is workforce management software for omnichannel contact centres, with tools for forecasting demand, building schedules and monitoring coverage. It suits teams coordinating large agent groups, especially those already using Daktela’s contact-centre platform. Its strongest case is the connection between operational data, scheduling and agent self-service; AI-powered forecasting is still marked as coming soon.

Daktela says managers can schedule hundreds of agents for a month in one action. That scale can make planning more practical for busy contact centres, but the product is a less natural fit for organizations looking for a general-purpose rota tool. Daktela was established in 2005 and is headquartered in Prague, Czech Republic.

Key features

Forecasting and schedule planning

Demand and volume forecasts draw on historical contact-centre data, giving planners a basis for matching schedules to expected workload. Daktela also describes schedule optimization using real-time data, compliance monitoring and a drag-and-drop interface. Skills-based scheduling is useful where coverage depends on having agents with particular capabilities. AI-powered forecasting is marked as coming soon, so teams that need AI forecasts now should not choose this on that basis.

Agent self-service

Agents can submit availability, request changes, swap shifts and manage leave through an app. This gives staff a direct route for routine scheduling requests, although managers still need to oversee coverage and approve the resulting changes.

Integration and customization

Native integration with Daktela PBX Omnichannel uses existing contact-centre data and surfaces schedules in the contact-centre interface. For Daktela users, that can keep workforce planning closer to daily operations, with one SLA and one support phone number. The REST API can adapt WFM behavior and connect it to applications such as CRM, payroll and time-and-attendance systems, giving teams options beyond the native integration.

Security and support

Daktela states that it complies with GDPR and ISO 27001 and regularly conducts external penetration tests on Daktela Cloud. It also says it holds ISO 9001:2015 and ISO/IEC 27001:2022 certifications from Alcumus ISOQAR with UKAS accreditation. WFM is described as having 24/7 support, a meaningful provision for contact centres operating beyond standard business hours.

Pricing

The pricing summary gives a starting point of €12/user/mo and a 14-day trial. The product page also invites visitors to try a demo for free; the demo invitation and the advertised 14-day trial are distinct routes to evaluate the product.

The free Admin plan is not a general free tier for scheduled agents: it is aimed at users without shifts. The Agent plan is priced monthly, but no billing interval beyond monthly pricing is stated. The €12/user/mo starting price and the €20-per-month Agent plan are distinct pricing references, so teams should confirm which applies to their intended deployment. The product is paid overall, despite the free Admin plan.

Platforms

Daktela WFM supports Android, iOS, macOS, Windows and web, and provides an API. That mix covers mobile agent access and desktop or browser-based use alongside system integration.

Who it's for

Daktela WFM is aimed at contact-centre teams that need to forecast demand, schedule agents and monitor workforce coverage. It is particularly compelling for Daktela PBX Omnichannel users who want schedules and contact-centre data in a shared operational environment. Teams requiring AI-powered forecasting immediately, or seeking a rota product for workforces outside contact centres, should consider other options.

Pros and cons

• Contact-centre-specific planning: historical-data forecasts, real-time schedule optimization and skills-based scheduling address coverage needs more directly than a general rota tool.
• Agent self-service: availability, shift changes, swaps and leave requests can be handled through an app, reducing dependence on managers for routine requests.
• Integration flexibility: native Daktela PBX Omnichannel integration and a REST API support both a closely connected Daktela setup and links to external business systems.
• Free admin access: users without scheduled shifts can access full management and planning setup at no extra cost, but this does not make the product free for scheduled agents.
• AI forecasting is not current: it is marked as coming soon, limiting its appeal to teams that require that capability now.
• Pricing needs confirmation: the €12/user/mo starting reference differs from the €20.00 EUR per month Agent plan, so buyers should establish the applicable price before committing.

Alternatives

Call Center Workforce Management Software, Contact Center Workforce Management Software, Customer Service Workforce Management Software and WhatsApp Customer Service Software are useful category lists for comparing options by operational need.

• Dialpad WFM is worth considering for Dialpad users or teams seeking a standalone WFM product; its price is discussed with a Customer Success Manager.
• Eleveo Workforce Management offers WFM, WFO or a combined suite, with subscription options for on-premises or hybrid deployments and SaaS pricing.
• RingCX AI Workforce Management is an option for teams evaluating a broader contact-centre package: its RingCX plan is 65.00 USD per month and includes unlimited minutes, core contact-centre features and AI tools.
• Verint Workforce Management is another paid workforce-management option, with enterprise pricing handled through sales.
• Aspect Workforce uses per-seat pricing tailored to team size, so it may suit buyers seeking a custom quote based on scale.
• Genesys Cloud Workforce Management may suit teams seeking workforce management within a broader WEM plan: Genesys Cloud CX 3 is 155.00 USD per month, billed per user/month annually, and includes workforce management, employee performance, forecasting and scheduling, and WEM capabilities.
• Peopleware offers a custom WFM solution with functionality, support and services tailored to the selected solution.
• CommunityWFM has an Essentials plan for single-site contact centres with fewer than 100 agents and an Enterprise plan for multi-site teams of 101–10,000 agents.

Verdict

Choose Daktela WFM if your contact centre needs large-scale scheduling, agent self-service and a direct connection to Daktela PBX Omnichannel, with API options for the rest of your stack. Its contact-centre focus and operational integration are the main reasons to choose it; the main reasons to look elsewhere are the absence of currently available AI-powered forecasting and the need to confirm which pricing reference applies to your team.