Assembled

While the exact steps may vary depending on the size and complexity of the organization, a standard implementation generally follows these phases:

1. Discovery & Planning

• Goal: Understand the business needs, support channels, and team structure.
• Activities:
  • Stakeholder meetings
  • Review of current workflows and tools

  • Define success metrics and KPIs

2. Integration Setup

• Goal: Connect Assembled with existing systems.
• Activities:
  • Integrate with CRMs (e.g., Zendesk, Salesforce), CCaaS platforms, and HR tools
  • Sync ticket volume, agent activity, and time-off data

  • Set up API connections if needed

3. Configuration & Customization

• Goal: Tailor Assembled to match business processes.
• Activities:
  • Configure scheduling templates and rules
  • Set up forecasting models (seasonal, outlier adjustments, etc.)
  • Define agent roles, permissions, and shift patterns
  • Customize dashboards and reports

4. Training & Onboarding

• Goal: Ensure teams are comfortable using the platform.
• Activities:
  • Admin and agent training sessions
  • Documentation and support resources

  • Pilot testing with a small team

5. Go-Live

• Goal: Launch Assembled across the organization.
• Activities:
  • Final data validation
  • Monitor real-time performance

  • Adjust schedules and forecasts as needed

6. Post-Implementation Support

• Goal: Optimize usage and ensure long-term success.
• Activities:
  • Ongoing support and Q&A
  • Regular check-ins and performance reviews

  • Feature updates and enhancements

⏱️ Estimated Timeframe: Implementation typically takes 2 to 6 weeks, depending on the complexity of integrations and team size.

Assembled is highly customizable to fit specific business needs. Here are the key areas where customization is supported:

1. Scheduling & Staffing

• Custom templates for different teams or time zones.
• Automated rules for breaks, lunches, and training.

• Intraday schedule editing and test schedule planning.

2. Forecasting

• Multiple forecast models (e.g., seasonal, outlier-adjusted).
• Upload custom forecast totals.

• Real-time adjustments based on actual vs. forecasted volume.

3. Agent Management

• Custom shift patterns and roles.
• PTO, overtime, and shift swap requests.

• Agent scorecards and performance tracking.

4. Dashboards & Reporting

• Configurable dashboards by team, channel, or agent.
• Custom thresholds for adherence alerts.

• Visualizations like staffing heatmaps and lifecycle tracking.

5. Integrations

• One-click integrations with CRMs, CCaaS, HR, and QA tools.
• Open API for custom data flows.

• Native data validation and advanced data modeling.

6. Notifications & Automations

• Custom notifications (e.g., Slack alerts for time-off).
• Event optimizations and automation rules.
• End-of-shift state exclusions and chatbot integrations.

Assembled offers three main pricing tiers: Core, Pro, and Enterprise. While exact pricing is not publicly listed, here are the key cost-related insights:

1. Setup Fees

• Core & Pro Plans: Typically include self-serve onboarding and office hours support—no explicit setup fee mentioned.

• Enterprise Plan: Includes white-glove onboarding, which may imply a custom setup fee, especially for complex integrations

2. Maintenance Costs

• No separate maintenance fees are listed. Maintenance and updates are likely included in the subscription cost.

3. Support Charges

• Core Plan: Includes basic support and access to help documentation.
• Pro Plan: Adds shared Slack channels for more responsive support.
• Enterprise Plan: Offers a designated account manager, dedicated Slack channel, and quarterly business reviews, which are typically bundled into the higher-tier pricing.

Assembled provides a range of onboarding and training options depending on the plan:

Core Plan

• Self-serve onboarding
• Access to documentation and community resources

• Office hours for Q&A

Pro Plan

• Everything in Core

• Shared Slack channels for real-time support

Enterprise Plan

• Everything in Pro
• White-glove onboarding (personalized setup and training)
• Designated account manager
• Quarterly business reviews to optimize usage and performance.

Assembled emphasizes enterprise-grade security, especially for larger organizations. Key features include:

1. Authentication & Access Control

• Google login
• Okta SSO
• SAML SSO
• Custom roles and permissions

• Restricted site permissions

2. Data Protection

• Role-based access to sensitive data
• Site-level permission controls

• Secure REST API for integrations

3. Enterprise-Grade Security (Enterprise Plan)

• Enhanced compliance and data governance features
• Likely includes audit logs and advanced monitoring (though not explicitly listed)

Assembled is a cloud-based platform, which means updates are typically:

• Released continuously or on a rolling basis

• Managed automatically by Assembled—no manual downloads or installations required.

• Designed to be non-disruptive, with new features and improvements rolled out seamlessly.

Assembled emphasizes data transparency and control. While the full data policy is typically outlined in their Terms of Service or Data Processing Agreement (DPA), here are the general principles:

• You own your data: Customer data remains the property of the organization using Assembled.

• Portability: Data can be exported via:
  • APIs (for real-time or historical data)
  • CSV exports (for reports and schedules)

• Data retention policies: Likely customizable based on plan level and compliance needs

For Enterprise clients, Assembled may offer custom data governance options, including data residency and retention controls.

Assembled is designed to scale with your organization. Here’s how it supports scaling up or down:

Scaling Up

• Add more agents, teams, or BPOs without infrastructure changes
• Integrate additional channels (chat, voice, email)
• Use advanced features like AI Assist and vendor management
• Enterprise plan includes custom SLAs and support for large-scale operations

Scaling Down

• Flexible licensing allows for adjusting seat counts
• Downgrade to a lower-tier plan (e.g., from Enterprise to Pro) if fewer features are needed
• Pause or reduce usage during seasonal lulls (common in support teams)

Renewal Terms

• Contracts are typically subscription-based and may automatically renew unless either party provides notice of non-renewal.
• The renewal period and notice requirements (e.g., 30 days before the end of the term) are usually specified in the Order Form or Master Services Agreement.
• Pricing for renewal terms may be subject to change, with advance notice provided.

❌ Cancellation Terms

• Customers may cancel the service by providing written notice, subject to the terms in the agreement.
• Early termination may not result in a refund unless otherwise agreed.
• Assembled reserves the right to suspend or terminate access for:
  • Breach of terms.
  • Non-payment.
  • Unauthorized use of the platform.

📦 Data Handling on Termination

• Upon termination, customers may request data export.
• Assembled may retain data for a limited period post-termination for compliance or backup purposes.

Assembled emphasizes enterprise-grade security and compliance, especially for customers in regulated industries. While specific certifications are not listed publicly, here are the common standards and practices they align with:

🔐 Security & Compliance Practices

• SOC 2 Type II: Assembled is known to follow SOC 2 practices, which ensure controls around data security, availability, and confidentiality.
• GDPR Compliance: Assembled complies with the General Data Protection Regulation for handling EU customer data.
• Data Encryption: Both in transit (TLS) and at rest.
• SSO & Role-Based Access: Supports Okta, Google, and SAML-based authentication.
• Audit Logs: Available for Enterprise customers to track access and changes.

📍 Data Residency & Portability

• Data is hosted in secure cloud environments (likely AWS or GCP).
• Customers can export data via API or CSV.
• Enterprise clients may request custom data retention or residency options.