Tuesday, February 10, 2026
Assembled and Level AI have announced a strategic partnership aimed at modernising how contact centres connect workforce management decisions with real-time quality and customer experience insights. The collaboration brings together Assembled’s cloud-native workforce management platform with Level AI’s AI-powered quality management and interaction analytics to help organisations act on performance signals faster and more effectively.
Traditionally, contact centres have operated workforce management and quality assurance as separate functions, supported by disconnected systems. While this approach can improve operational metrics such as schedule adherence, forecasting accuracy, and average handle time, it often fails to surface customer sentiment and quality-related issues early enough to influence staffing, scheduling, or coaching decisions. As a result, teams may only identify experience gaps after they have already impacted customers.
The partnership between Assembled and Level AI is designed to close this gap by linking interaction-level intelligence directly to workforce actions. Level AI analyses customer conversations across voice and digital channels to identify sentiment trends, performance challenges, and targeted coaching opportunities. These insights can then be used within Assembled’s platform to inform forecasting, scheduling, and real-time optimisation, enabling contact centres to align staffing decisions with actual customer experience data rather than lagging indicators.
According to the companies, tighter integration between the two platforms will enable practical use cases such as automated coaching workflows triggered by real interaction data, skills-based scheduling driven by measured performance rather than assumptions, and earlier identification of operational patterns that influence customer satisfaction. By connecting quality insights with workforce execution, contact centre leaders can move from reactive adjustments to more proactive and data-driven decision-making.
The announcement comes at a time when many organisations are reassessing traditional workforce engagement management (WEM) platforms. Many legacy systems were built for on-premise environments and static operating models, making them less suited to today’s digital-first, rapidly changing contact centre operations. Assembled and Level AI say their partnership is designed to deliver value much faster than legacy WEM deployments, with customers able to start using the combined capabilities within weeks instead of months.
Both companies also confirmed that additional joint features and deeper integrations are expected to roll out over the coming months, further strengthening the connection between workforce planning, quality management, and customer experience outcomes.
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