Capacity planning and workforce management work best in tandem, yet CX and operations teams in many organizations continue to manage them in separate worlds. WFM teams forecast demand and build schedules, while capacity planners and finance teams work in spreadsheets to decide what is actually possible. Critical decisions about service levels, budgets, hiring windows, and support roles are scattered across tabs, emails, and meetings. When demand shifts, leaders make reactive decisions, overspend, or miss SLAs.
To help close that gap between planning and execution, Aspect has partnered with Cinareo, a scenario-driven capacity planning platform. Together, we are demonstrating precise, scenario-based planning with real-time workforce execution so organizations can align planning, make confident decisions, and keep service and cost performance on track.
Cinareo: Planning with precision
Cinareo turns capacity planning from a spreadsheet exercise into a governed, scenario‑driven process. It generates short‑, medium‑, and long‑range staffing requirements based on financial alignment and agreed‑upon assumptions, down to the skill mix by function. CX and finance teams can explore “what if” scenarios, understand cost and service tradeoffs, and walk into planning reviews with clear, defensible plans that match budgets and hiring windows.
Aspect: Executing with confidence
Once the plan is finalized in Cinareo, Aspect turns that plan into real-time action. Aspect translates approved staffing requirements into real‑time schedules, intraday adjustments, and day‑to‑day operational execution. Schedulers and supervisors can react to demand shifts, manage adherence, and reallocate resources in minutes without losing sight of the inputs and targets that informed the original plan.
Together: Proving the impact
Aspect and Cinareo close the gap between strategic capacity planning and daily workforce execution. Cinareo gives CX and Finance teams guided capacity plans aligned with budgets, hiring timelines, and service targets, which can be quickly updated as assumptions change. Those plans are brought into Aspect, where they become schedules, intraday adjustments, and clear plans that help leaders make faster, better decisions.
Clarity, control, and confidence in every plan
For enterprises under pressure to improve CX, cut costs, and prove ROI, this partnership changes how workforce decisions get made. Leaders can compare trusted scenarios, choose the right service-versus-cost tradeoffs, and see those decisions reflected in daily operations:
- Finance gains confidence in labor spend
- CX teams see fewer surprises and tighter control over SLAs
- Agents feel the impact of fairer, more transparent staffing decisions
It is a path to doing more with the workforce you already have, with clarity about what is required and how to deliver it.
Bringing better workforce decisions into your organization
Curious whether this approach could work for your organization? For more detail on the partnership and what it unlocks, check out our official announcement.
