Overview
Assembled is a cutting-edge support operations platform focused on transforming customer support with advanced workforce management and AI-driven solutions. Officially launched in March 2020 by ex-Stripe employees, the company operates from its headquarters in San Francisco and maintains a significant presence in New York. Assembled is tailored to boost operational efficiency, enabling companies to deliver exceptional customer support at scale.
Company Mission and Vision
Assembled aims to resolve post-conception operational challenges using technology to overcome inefficiencies and bureaucratic obstacles. Its mission is to empower support personnel to undertake human-centric tasks, such as applying judgment and bridging the gap between vision and reality.
Products and Services
Assembled provides a suite of products designed to optimize support operations:
- Assembled Workforce Management (WFM): Offers tools to optimize staffing coverage and make informed decisions based on real-time insights.
- Assembled Vendor Management: Provides a comprehensive view across both in-house and outsourced teams for streamlined operations.
- Assembled Assist (AI): AI-powered feature that automates case resolutions, enhancing agent productivity across chat, email, and voice channels.
Key Features and Benefits
- AI-Powered Automation: Enhances customer support by automating interactions, accelerating agent productivity, and ensuring seamless resolutions.
- Integrated Workflows: Supports end-to-end operations management with real-time alerts and historical analysis, accessible via one-click integrations and an open API.
- Strategic Workforce Planning: Facilitates precise scheduling and forecasting, including the ability to simulate scenarios for staffing and automation evaluation.
Strategic Partnerships and Customers
Prominent companies such as Stripe, Etsy, and Robinhood utilize Assembled’s platform for customer-facing AI agent management and large-scale workforce planning. Assembled is dedicated to partnerships that ensure its tools meet customer needs effectively.
Leadership
Assembled's leadership team consists of its co-founders:
- Brian Sze: Guides strategic directions and innovation in workforce management solutions.
- John Wang: Focuses on AI solutions for customer support, emphasizing operational scalability.
- Ryan Wang (CEO): Champions company culture and strategic growth, advocating for transformative practices like “support rotation” to foster company-wide empathy.
Funding and Growth
Having secured $51 million in Series B funding in 2022, Assembled is experiencing rapid growth, scheduling over 22,000 agents weekly and surpassing 50 million hours in scheduling for 2023.
Recognition and Investor Backing
Listed among Forbes 2025 Best Startup Employers, Assembled is backed by leading investors such as Jake Saper of Emergence Capital and Vanessa Larco of NEA, demonstrating strong venture capital support.
Competitor Profiling
Competitors and Alternatives Overview
Assembled is integral to the contact center workforce engagement management space, with key competitors offering varied functionalities in workforce management and optimization.
Major Competitors
1. Calabrio
- Overview: Provides workforce optimization and analytics solutions for contact centers, with its flagship product, Calabrio ONE.
- Capabilities: Includes call recording, quality management, speech analytics, and performance optimization.
- Location: Headquarters in Minneapolis, MN, with a broad international reach.
- Employee Base: Approximately 501-1,000 employees.
2. Tymeshift
- Overview: An AI-powered workforce management solution primarily for Zendesk platforms, recently acquired by Zendesk.
- Capabilities: Real-time tracking, scheduling, forecasting, and reporting via AI-enhanced tools.
- Location: Based in San Francisco, California.
3. When I Work
- Overview: Focuses on employee scheduling and time tracking for shift-based teams.
- Capabilities: Includes scheduling, time tracking, team communication, and real-time management via desktop and mobile.
- Location: Based in Minneapolis, MN.
Alternative Solutions
- Google Calendar: Used for basic scheduling needs.
- Clockify: Popular time management tool for tracking work hours across teams.
- Salesforce Service Cloud: Combines customer service solutions with CRM capabilities, benefiting client-centric operations.
Industry Positioning
Assembled competes in the niche workforce engagement sector, offering specialized solutions for contact centers focused on effective scheduling and team resource management. The emphasis on operational efficiency through advanced technology positions Assembled amidst competitors who similarly leverage AI and cloud technologies.
Understanding competitors' capabilities and approaches is crucial for assessing Assembled's market position and strategy potential.
