Contact Center Planning

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Business Services, Consumer Products, Energy & Resources, Hospitality, Insurance, Life Sciences & Healthcare, Manufacturing, Media & Communications, Other, Retail, Technology & Software, Telecom, Travel & Entertainment


AMER, America & Asia Pacific, Europe, Global, Middle East

Contact center planning solution teaser demo

Any organization that interfaces with its customers on a high-volume and frequent basis must have a reliable way to forecast its calls and cases, plan the associated workforce, and track expenses. Our solution transforms these complex and fragmented contact center planning processes. Using Anaplan’s scalable, agile, and secure platform for Connected Planning, our solution accurately forecasts demand for customer support activities, precisely plans resources to meet service demands, and calculates the cost to serve and customer profitability.

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Leverage Anaplan to maximize your customer lifetime value

Built on the Anaplan 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 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