Aspect and Cinareo Partner to Connect Scenario-Driven Capacity Planning with Real-Time Workforce Execution. Read more
When Plans and Reality Disconnect
Most contact centers can forecast demand. The problem is turning plans into results.
Capacity decisions are still made in spreadsheets, separate from workforce management execution. WFM teams schedule and manage intraday performance based on assumptions they did not define, creating a gap between planning decisions and daily execution.
When results miss, no one can defend the plan. Without a shared, governed source of truth, teams fall back on their own assumptions.
Unaligned Assumptions
Finance, Operations, and WFM teams plan against different volume, staffing, and service expectations, creating misalignment before execution even begins.
Cost and Service Breakdowns
Long-term hiring assumptions fail to match short-term schedules, driving overspend, miss service levels, or both.
As long as capacity planning and workforce management remain disconnected, this gap persists.
Why this Partnership Matters
Capacity planning and WFM solve different problems. When they operate in isolation, even strong plans break down in execution.
Aspect is one of the WFM platforms Cinareo works with to carry planning decisions into day-today execution.
Connecting Capacity Planning to Workforce Execution
Sets clear capacity direction that teams can confidently execute and defend.
Short-to Long-term Planning
Financial Alignment
Scenario Modeling
Multi Skilled Optimization
Cinareo Plans
Aspect Delivers
Translates plans into precise schedules and empowers agents with self-service tools.
Real-time Scheduling
Intraday Management
Workforce Intelligence
Operational Control
The Result: Clear assumptions, defensible choices and on-track service and cost performance.
A Unified Workflow - Keep Everyone Aligned
This partnership connects capacity planning to day-to-day execution, so decisions made in planning don’t break once they reach operations. Teams stay aligned as plans move from strategy into schedules, and leaders can see how those decisions actually perform over time.
Plan with Precision
Model multi-channel, multi-skill capacity plans and compare “what-if” scenarios in minutes using Cinareo.
Execute with Confidence
Feed capacity planning outputs into Aspect schedules and intraday management workflows.
The Impact
Gain visibility into Plan-vs-Actual variance, financial views to support faster decision-making.