Contact Center Planning

Streamlining your contact center planning processes is the key to enhancing efficiency, and we have the perfect solution for you!

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Cost-effective operations

Understand customer profitability and make informed decisions with our cost-to-serve solution.

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Demand Forecasting

Use our agile planning platform for accurate forecasts and confident demand anticipation.

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Workforce Planning

Plan resources effectively with a platform that adapts to changing service demands and call volumes.

Make data matter.

Optimize your Contact Center Planning with Keyrus

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Sales and Marketing

Boost sales effectiveness with Anaplan: Plan intelligently, optimize territories, quotas, targets, and account segmentation. Transform incentives into revenue drivers. Gain valuable sales insights for realistic opportunities and accurate forecasts. Drive exceptional results and business growth.

Is your organization grappling with the challenges of managing high-volume and frequent customer interactions? Introducing our state-of-the-art platform solution, designed to transform and optimize your contact center operations. Say goodbye to the complexities and fragmentation that come with forecasting calls and cases, planning workforce allocation, and tracking expenses.

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Case Study

Maximize on customer service efficiency and save operational costs with a contact center planning solution

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Leverage technology to maximize your customer lifetime value

Built on an integrated planning platform’s powerful in-memory modeling, Keyrus’ Contact Center Planning Solution maximizes customer lifetime value by driving down costs to service your customers through minimizing overtime and understaffed periods, while optimizing demand distribution and long-term planning.

Solution features
A centralized platform to forecast call and case demand, future workforce capacity, and expected case backlogs

⭐ Import case-level data, call volumes, and average handle times to provide a bottom-up demand forecast of cases and calls

⭐ Adjust the demand forecast baseline with various business drivers.

⭐ Compare teams and team-specific inefficiencies by looking at use, cost efficiency, and time per activity.

⭐ Leverage in-memory calculations to rapidly analyze actual demand and capacity, recalculate use, and more

⭐ Create and flex scenarios to support multiple versions of capacity plans using resource and general ledger (GL) costs

⭐ Combine demand forecasts, capacity plans, and team costs to optimize forecasted case and call allocations

⭐ Review team and organization performance metrics and adjust team metrics in real time using user-friendly pages and reports

⭐ Scale and flex the solution to handle organizational growth and future business needs across the enterprise

Check out our solution brief
Case Study

Improve customer service and retention by measuring and optimizing call center processes

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5-7% Cost Reduction

Reduce overstaffed periods that have extraneous resources
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100% ROI in < 1 year

One client used EPM tools to justify canceling 15 open requisitions in one month, covering the entire implementation cost
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10-15% CSAT increase

Forecast and plan for your peak hours, days and weeks

Related HR and workforce resources

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KeyPlay

Maximize on customer service efficiency and save operational costs with a contact center planning solution

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KeyPlay

Improve customer service and retention by measuring and optimizing call center processes

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Life Sciences

Workforce planning for hospitals

Take the next step

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Watch a Demo

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Read a Whitepaper

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Book a Consultation

Interested to learn more about the Keyrus Contact Center Planning Solution?

Let's talk!