Anaplan Contact Center Planning Application

Capabilities

A unified planning environment connecting workforce, operations, and finance.

Predict contact volumes and demand across channels, factoring in seasonality, campaigns, and product launches.

Workload forecasting

Model new hire ramps, onboarding curves, and productivity targets with full visibility into capacity.

Ramp and productivity planning

Convert forecasted workload into required staffing levels by skill, channel, and location.

Staff and capacity modeling

Test volume surges, vendor changes, or hiring shifts and see the impact on cost, staffing, and SLAs in real time.

Scenario and "what-if" planning

KEY BENEFITS

Why teams choose Anaplan for contact center planning

Confident forecasting

Predict volumes and demand using historical trends and external drivers.

Optimized capacity

Model capacity by skill, channel, and location to avoid burnout and cost overruns.

Faster scenario modeling

Test volume surges, vendor changes, or hiring shifts to see real impact.

SLA/performance visibility

Track SLAs, CSAT, and NPS across internal teams and outsourced vendors.

Cost and vendor oversight

Compare internal and outsourced resources to find the most cost-effective mix.

Enterprise alignment

Connect staffing plans with hiring timelines and broader financial budgets.

Featured Customer Story

Transforming Mercado Libre’s contact center planning with Anaplan

Mercado Libre transforms contact center planning with Anaplan PlanIQ, achieving 80%+ forecast accuracy for 4M monthly inquiries.

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Videos

Interview

Meta saves big with connected vendor workforce planning

How Meta moved billions in vendor workforce planning out of spreadsheets and into Anaplan with Keyrus.

Demo

A demo of the Anaplan contact center planning for capacity planners

Live demo: navigate workload forecasting, scenario comparisons, and real-time allocation from a planner's perspective.

Webinar

A smarter way to plan your contact center with Anaplan

See how Anaplan's contact center app delivers 5-12% labor savings with AI-driven forecasting and integrated planning.

Webinar

On-demand demo of the new Anaplan Contact Center Planning application

See anaplan's new contact center app with workload forecasting, scenario planning, and real-time capacity management.

Webinar

Modernizing contact center capacity planning in the age of AI

Learn how to optimize contact center planning with AI-powered forecasting and connected workforce strategies.

Thought leadership

Press Release

Modernizing Long-Range Capacity Planning for Contact Centers

Introducing the Anaplan Contact Center Planning application: co‑developed by Keyrus and Anaplan

Article

Why Back-Office Capacity Planning Requires a Different Approach

Front office planners focus on response times and service levels. Back office balances backlog, risk, and capacity.

Key Play

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

Boost contact center efficiency and reduce operational costs with a smart planning solution.

Article

Why Contact Center Capacity Planning needs a modern makeover

In the age of AI, mid-to-long-range workforce planning can't run on spreadsheets anymore

Don't just take our word for it!

Tatiana Goff-Morrell

Director of Workforce Solutions

Since we started implementing Anaplan, we’ve reduced labor spend by 12% across both Support Ops and Trust & Safety.

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Dan Barnes

GTM Leader

Having a system where data is real-time and has integrity is something that we want to continue to benefit from. We're certainly benefiting from the ROI there.

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Raymond Wijaya

Finance Operations VP

The Anaplan implementation largely achieved the outcome we were looking for, allowing us to run the budgeting-forecasting process in a more structured way.

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