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Comparative Analysis
 

Cinareo is a long-term planning and budgeting tool aimed at complementing the tactical forecasting capability of existing WFM applications into a strategic capacity planning and financial analysis tool.

Cinareo enables you to:

 

  • capacity plan agent and support staff requirements based on leading practices, using a guided wizard to enter multiple variables such as omni-channel work demand, service level, tenured agent AHT, new hire learning curve, shrinkage factors and more.

  • perform multiple sensitivity analyses and “what if” scenarios to allow operations and financial analysts to assess the impact of internal and external factors on the contact center

  • project skill-set-specific staffing requirements and determine when agents need to be hired by factoring in the ramp-up times for agents based on skills and cost.

WFM Software Comparative Analysis

Did you know?
Even the leading WFM applications on the market often yield erroneous results as they miss or misapply data inputs resulting in inaccurate staffing levels and financial projections.​
Features
Cinareo
Aspect
Calabrio
NICE
Verint
Long-term plans & budgets
3 years
Unlimited
24 months
5 years
5 years
Step-by-step guided wizard
Yes
No
No
No
No
"What-if" scenarios
Yes
Yes
No
Yes
Yes
Agent costs incorporated
Annual - salary only or fully burdened
User-supplied value
Hourly rate
User definable
Annual - salary only or fully burdened
Agent costs by channel
Yes
Yes
No
No
Yes
Support staff capacity planning
Yes
No
No
No
No
Support staff costs
Yes
No
No
No
No
Costs per channel
Yes
No
No
No
No
KPI support (i.e. effective FTE, cost per contact by channel)
Yes
No
No
No
No
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Not available
Not available
Not available
Not available
Not available
Checkmark
Checkmark
Not available
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Not available
Not available
Checkmark
Not available
Not available
Not available
Not available
Not available
Not available
Not available
not available
Not available
Not available
Not available
Not available
Not available
Not available
not available
Not available

Data Input Comparison

Data input
Cinareo
Aspect
Calabrio
NICE
Verint
Training and recruitment length
Yes
No
No
No
Yes
Overtime costs and premium
Yes
No
No
No
No
Agent costs
Yes
Yes
Yes
Yes
Yes
Support staff ratios and costs
Yes
No
No
No
No
Working days per month
Yes
No
No
No
No
Shrinkage factors
Yes
Yes
Yes
Yes
Yes
Attrition rate
Yes
No
No
No
Yes
New hire learning curve
Yes
No
No
No
No
Tenured agent AHT
Yes
No
No
No
No
Work demand by channel
Yes
Yes
Yes
Yes
Yes
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Not available
Not available
Not available
Checkmark
Checkmark
Checkmark
Checkmark
Not available
not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Checkmark
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available
Not available

A WFM omni-channel resource & capacity planning system.

Simple.
Understandable.
Practical.
Executable.
Repeatable.

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