Comparative Analysis
Cinareo is a long-term planning and budgeting tool aimed at complementing the tactical forecasting capability of existing workforce management applications into a strategic capacity planning and financial analysis tool.
Cinareo enables you to:
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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.
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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
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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.
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Workforce Management Software Comparative Analysis
Features | Cinareo | Alvaria | 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 |
Data Input Comparison
Data input | Cinareo | Alvaria | 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 |
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A WFM omni-channel resource & capacity planning system.
Simple.
Understandable.
Practical.
Executable.
Repeatable.
