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Plans for everyone
Whether you’re an established enterprise or a start-up building your first
customer support team. There’s a plan for you.
Scalers
- Automated intraday scheduling for service and non-service tasks
- Shift planning including rotations and round robins
- Time off and HRIS integrations
- Clock in/out, overtime and timesheet exports
- Timezone management
- Slack and Calendar integrations (Google, Outlook)
Pro ⭐️
- Everything in Scalers
- Ticketing and telephony system integrations
- Forecasting by custom channel
- Performance and schedule analytics
- Dedicated customer success manager
- Monthly business reviews
Enterprise
- Everything in Pro
- Real-time management dashboards
- Real-time adherence and performance metrics
- Monthly and quarterly executive business reviews
- Enterprise grade security including SAML SSO
- Custom data exports
| Forecasting | Scalers | Pro | Enterprise |
|---|---|---|---|
| Unlimited ticketing platform integrations |  | |
|
| Accurate forecasting | | |
|
| Forecast by custom channel or inbox | | |
|
| SLA driven capacity planning | | |
|
| Compare forecast with actuals | | |
|
| Make forecast adjustments | | |
|
| Set custom shrinkage levels | | |
|
| Concurrency calculations | | |
|
| Scenario planning tools | | |
| Reporting | Scalers | Pro | Enterprise |
|---|---|---|---|
| Exportable timesheets | | | |
| Clock-in and clock-out reporting | | | |
| Overtime reporting | | | |
| Schedule analytics and insights | | | |
| Shrinkage reporting | | |
|
| Coverage accuracy analysis | | |
|
| Track agent utilisation | | |
|
| Track agent productivity | | |
|
| Track agent adherence (time-on-task) | | |
|
| Real-time adherence and productivity | |
| Shift planning | Scalers | Pro | Enterprise |
|---|---|---|---|
| Reusable shift plans | | | |
| Rotating shift patterns | | | |
| Automated Round Robins | | | |
| Time off in lieu scheduling | | | |
| Split shift scheduling | | | |
| Time off integrations | | | |
| Compliance with contracted hours | | | |
| Draft and publish control | | | |
| Overtime scheduling and tracking | | | |
| Collect working availability | | | |
| Shift swap and change requests | | | |
| Break scheduling | | | |
| Intraday scheduling | Scalers | Pro | Enterprise |
|---|---|---|---|
| Automated intraday scheduling | | | |
| Fair time allocation and distribution | | | |
| Sync external meetings | | | |
| Schedule by skill | | | |
| Schedule according to a forecast | | |
|
| Schedule to meet a time target for offline tasks | | | |
| Shift-specific intraday planning | | | |
| Track channel coverage | | | |
| Quick and easy editing tools | | | |
| Draft and publish control | | | |
| Concurrent activity scheduling | | | |
| Utilisation tracking | | | |
| Real-time editing | | | |
| Management | Scalers | Pro | Enterprise |
|---|---|---|---|
| Password login and Google SSO | | | |
| SOC2 certification | | | |
| Timezone management tools | | | |
| Custom team structure | | | |
| Mobile-friendly surfer (agent) account | | | |
| Custom user permissions | | | |
| Pull data from external calendars | | | |
| Export schedule to external calendars | | | |
| Slack integration for notifications | | | |
| Dedicated customer success manager | | |
|
| Monthly business reviews | | |
|
| Executive business reviews | |
||
| SAML SSO | |
Looking for something else?
Book a call to discuss your team, their needs, and how Surfboard can help.
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