Contact Center Planning application

Accelerate time to value with Anaplan Contact Center Planning

A purpose-built application that aligns your workforce capacity with customer demand to improve service levels, manage costs, and boost agent retention.

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An optimized, out-of-the-box approach to contact center planning

Anaplan applications offer faster time to value with ready-to-deploy configurations, integrations, and best practices. The Anaplan Contact Center Planning application enables long-range capacity planning and provides a real-time view of your current and forecasted workforce demand, assessed against your projected workforce supply.

Strategically balance staffing, skills, and costs to meet customer demands, drive profitable operations, and elevate service delivery.

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Contact Center Planning application screen showing Allocation to Staff Groups, with charts summarizing worked, required, allocated, and gap hours by week, allocation inputs highlighting a 71-hour gap for W/c 12 Oct 25, and tables detailing staff group allocations and percentages across multiple weeks.

Key benefits

Confident forecasting

Predict contact volumes and workforce demand by analyzing historical trends and external business drivers, such as seasonality, events, marketing campaigns, and product launches.

Capacity planning optimization

Avoid staff burnout and control costs by modeling workforce capacity by skill, channel, and location to convert your forecasted workload into required staffing levels.

Scenario modeling at speed

Run hypothetical “what-if” scenarios — such as volume surges, vendor changes, or staffing fluctuations — to see the potential impact on staffing levels, costs, and service metrics.

Enhanced SLA and performance management

Set and track the success of specific service level agreements (SLAs), customer satisfaction score (CSAT), and net promoter score (NPS) for your organization. Review the performance of internal staff and outsourced vendors to ensure the best return on your investment.

Integrated cost and vendor oversight

Compare internal versus outsourced resources to evaluate cost center performance relative to budget to ensure optimal and most cost-effective resource mix: internal, vendor, or a hybrid approach.

Enterprise-wide alignment

Connect your contact center staffing needs and timelines with broader workforce capacity, hiring plans, and financial budgets for true connected planning.