Contact Center Planning

A centralized platform to forecast call and case demand, future workforce capacity plans, 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