Aspect Partners With Cinareo to Link Planning and Operations

Aspect Redefining agent performance report Box

Aspect has announced a partnership with Cinareo.

The collaboration aims to improve the connection between strategic capacity planning and day-to-day workforce management.

Capacity planning and workforce management are often managed separately, with WFM teams creating schedules while finance and capacity planners use spreadsheets to determine feasible staffing levels.

This separation can make it challenging to respond efficiently when demand changes, potentially affecting service levels and costs.

Through the partnership, Cinareo provides scenario-based planning tools that generate short-, medium-, and long-term staffing requirements, including skill mix considerations.

CX and finance teams can model different scenarios, evaluate cost and service trade-offs, and prepare plans that align with budgets and hiring timelines.

Once plans are established in Cinareo, Aspect translates them into operational schedules and intraday adjustments, allowing supervisors and schedulers to react to demand shifts while maintaining alignment with the original planning assumptions.

The partnership provides a more integrated approach to workforce planning and execution. Finance teams can monitor labour spend more confidently, CX teams can maintain service-level targets, and agents may experience more balanced and transparent staffing.

For more information about Aspect - visit the Aspect Website