Cinareo Launches Multi-Location Optimization for Contact Center Operations
- 2 days ago
- 3 min read
Platform expansion enables organizations to plan at the site level and consolidate automatically into a unified network view, closing the gap between how contact centers run and how they plan.
September 3, 2026 – Toronto, Ontario
Cinareo, an advanced capacity planning platform for contact centers, today announced Multi-Location Optimization, a major expansion that enables contact center organizations to build capacity plans at the individual site or vendor level and automatically consolidate them into a network-wide view.
Contact centers managing multiple locations have long relied on a fragmented approach: separate spreadsheets per site, manually reconciled assumptions, and network-level averages that mask site-level performance. Volume gets distributed based on estimates rather than real constraints. Capacity gaps go undetected until they surface in service levels or costs, leaving operations and finance leaders with planning data they cannot fully stand behind.
"When you plan at the network level using averaged assumptions, you get a number that looks precise but doesn't reflect how any individual site actually operates," explains Mark Alpern, COO and Co-Founder at Cinareo. "A blended AHT across locations with different workforce profiles, tenure distributions, and operating conditions produces a result that is mathematically clean but operationally misleading. Multi-Location Optimization preserves site-specific assumptions all the way through the rollup, so the network view is a sum of accurate parts, not an average applied to the whole. That distinction matters every time a planning decision gets made."
Multi-Location Optimization enables organizations to configure their operational hierarchy, apply location-specific planning assumptions (including average handle time, shrinkage, attrition, and labor rates) at each site, and build capacity plans through a guided process. Site-level plans roll up automatically into a single network-wide view, giving leaders visibility into allocation, capacity, and cost across every location in one connected view.
Designed for contact center organizations managing two or more locations, including domestic multi-site operations, offshore and nearshore environments, hybrid structures, and BPO partnerships. It operates as a complementary capability, either standalone or fully integrated with existing workforce management systems rather than replacing them, and is built on the principle that allocation decisions should be evaluated against organizational objectives (cost, service levels, customer experience, and employee experience), not just available headcount. Key capabilities include:
Volume Allocation: Distribute work across locations by queue/skill and understand the impact across each site
Capacity Constraints: Account for operational constraints at each location, including available agent and seat capacity
Location-Level Planning: Reflect operational differences across contact center sites within the planning process
Optimization Across Objectives: Evaluate tradeoffs across sites before any decision is committed
Flexible Location Modeling: Add or adjust locations within a plan to reflect operational changes
"The contact center industry has been moving toward distributed operations for years," says Karen Elliott, CEO and Co-Founder at Cinareo. "What has changed is the expectation around planning precision. Organizations can no longer make workforce and allocation decisions based on network averages when the consequences play out at the site level. Multi-Location Optimization reflects where the industry is already operating, and gives our customers the infrastructure to plan with the same precision their operations demand."
Organizations interested in learning more can visit cinareo.com/multi-location.
About Cinareo:
Cinareo is a capacity planning platform for contact centers, helping operations and finance leaders build accurate, defensible workforce plans across every level of the organization. With structured scenario modeling, location-level planning, and automatic network rollup, Cinareo gives distributed contact center operations the planning infrastructure to make confident staffing and allocation decisions. Learn more at cinareo.com.
Media Contact:
Shiva Krishna
Marketing, Cinareo
