Cinareo Reviews & Product Details

Contact center planning teams are under more pressure than ever to justify staffing and budget decisions quickly — and get them right. When volumes shift, shrinkage assumptions drift, or leadership asks "what happens if we reduce headcount by 10%?" — finding a defensible answer takes time most teams don't have. Cinareo is a capacity planning and decision-support platform built specifically for omni-channel contact centers. It sits in the planning layer above WFM execution — handling the decisions that happen before scheduling begins: multi-year capacity scenarios, budget modeling, multi-skilling analysis, recruitment planning, and operational impact assessment. Cinareo complements the WFM platforms teams already run. It is available on the Genesys AppFoundry for Genesys Cloud customers, and is an integration partner with Aspect. Both partnerships connect Cinareo's long-range capacity planning with real-time scheduling and intraday execution — so organizations can plan with confidence, staff accurately, and adapt as demand changes. FEATURES 1. [Short- to Long-Range Capacity Planning] Plan from one week to 3 years out across multi-skilled contact center and back-office environments. A guided, wizard-based interface walks planners through each step — making it accessible regardless of experience level. Covers the full range of interaction channels: inbound and outbound calls, chat, email, SMS, social media, and in-person. 2. [What-If Scenario Modeling] Test the downstream impact of assumption changes — shrinkage shifts, attrition, volume swings, hiring delays — across staffing, service levels, cost, and capacity. See operational consequences before decisions are finalized, and present defensible recommendations to leadership. 3. [Multi-Skilling Planning] Calculate the optimal mix of single- and multi-skilled agents across queues. Group queues, run simulations down to 15-minute intervals, and compare single-skilling vs. multi-skilling scenarios to identify staffing differences and training costs — before committing to a workforce design. 4. [Budget and Financial Planning] Build detailed budgets covering agent and support staff costs, overtime, and hiring ahead of attrition. Run financial scenarios to understand how changes in staffing assumptions affect budget outcomes. Generate reports on financial performance and future projections to give operations and finance leadership a shared, defensible view of cost impact. 5. [Recruitment and Training Planning] Determine how many to hire, by when, and for which queue or skill. Plan hiring ahead of attrition to keep staffing levels stable as turnover occurs. Factor in trainer-to-trainee ratios and classroom availability to ensure training capacity keeps pace with hiring plans. 6. [Support Staff Planning] Calculate the right number of support staff relative to agents — including supervisors, QA analysts, trainers, and back-office roles — based on operational requirements. Move beyond headcount assumptions to planned ratios grounded in real workload. 7. [Multi-Location Optimization] Network-level planning averages mask differences between sites. Plans that appear viable in aggregate often do not hold at the site level. Multi-Location Optimization brings allocation, capacity, and planning decisions into a single view — so contact centers operating across multiple locations can allocate work across sites, validate against real capacity, and defend decisions with location-specific data.