Anaplan

Anaplan is an enterprise connected-planning platform used for financial, sales, supply-chain, and workforce planning. In the workforce management context it provides strategic and long-range capacity planning capabilities, including a purpose-built Contact Center Planning application aimed at modernizing long-range planning for contact center operations.

Connected planning

Anaplan's core proposition is "connected planning" — a single, cloud-native modeling platform that links headcount, cost, and demand plans across functions so that workforce plans stay aligned with the financial budget. Its workforce solutions cover HR and operational workforce planning and capacity planning and optimization, giving resource planners one connected view of headcount, costs, and talent needs.

Contact Center Planning application

The Anaplan Contact Center Planning application is a connected, out-of-the-box solution for mid- to long-range contact center capacity planning, co-developed with the consultancy Keyrus and designed to complement existing operational WFM tools. Reported capabilities include:

• Demand forecasting — translating fluctuating demand signals into long-range capacity plans, with bottom-up forecasts built from case-level data, call volumes, and handle times.
• Capacity alignment — modeling long-range workforce capacity against forecasted demand, including service-level optimization and agent-skill alignment.
• What-if scenario modeling — comparing alternative plans to increase planning agility.
• Financial integration — connecting long-range capacity plans to financial budgets for cost control.
• Multi-channel and enterprise scale — planning across channels for large, distributed operations.

The application is positioned for organizations managing large or multi-site contact-center and back-office operations, where it sits above operational WFM platforms in the strategic-planning layer.

Positioning

Unlike point WFM tools, Anaplan is a general enterprise-planning platform applied to the contact center, with its strength in connecting the workforce plan to the wider financial and operational planning of the business. Its contact-center capability is most often delivered through implementation partners such as Keyrus. For the broader category and alternatives, see Strategic Workforce Planning.

See also

• Strategic Workforce Planning
• Keyrus
• RealNumbers
• Cinareo
• Workforce Cost Modeling
• Long-Range Forecasting