Aspect and Cinareo have announced a new partnership aimed at closing a long-standing gap between long-range workforce planning and daily execution in contact center environments. The collaboration combines Cinareo’s scenario-based planning with Aspect’s real-time workforce tools. This helps organizations transition smoothly from planning to performance.
Contact centers face pressure to match customer experience goals, budgets, and hiring with changing operational needs. Many workforce management platforms forecast demand and create schedules well. However, leaders often use spreadsheets for “what-if” scenarios and to weigh service against costs. This mixed approach can increase risk, slow decisions, and weaken ties between operations and finance. The Aspect–Cinareo partnership addresses these challenges by connecting structured capacity planning directly to execution.
“Contact center leaders need a defensible plan they can trust, and the ability to operationalize that plan as conditions change,” said Anna DeGraftenreed, VP Partner Ecosystem. “By partnering with Cinareo, we’re linking scenario-driven capacity planning and financial alignment with Aspect’s real-time scheduling and intraday management, so teams can make better decisions earlier and deliver more consistent outcomes.”
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Through the partnership, Cinareo enables organizations to build guided, scenario-driven capacity plans across weekly and monthly horizons, supporting planning windows of up to 52 weeks and extending as far as three years. These plans are aligned with budgets, recruitment timelines, and service targets. Once approved, Aspect translates the plans into actionable schedules and supports intraday adjustments as demand fluctuates. Shared assumptions, plan-versus-actual visibility, and executive-ready reporting help ensure continued alignment across teams.
“Cinareo was built to eliminate the limitations and risks of spreadsheet-based planning by providing structured, scenario-based capacity planning across staffing, financials, and recruitment,” said Karen Elliott, CEO. “Together with Aspect, we’re delivering a unified workflow from planning to execution so organizations can plan with confidence, staff accurately, and adapt easily as demand changes.”
For contact center leaders, the combined solution offers greater precision in modeling multi-skill, multi-channel demand, faster execution as conditions change, and clearer insight into performance and ROI—helping organizations balance service quality with cost efficiency more effectively.
