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Prediction and optimization modules
At the heart of our solutions are always one or more modules with mathematical functions which perform the different steps of WFM.
CCmath has developed the following modules:
- a forecasting module;
- an Erlang module (for staffing calculations in single-skill call centers);
- a simulation module (for staffing calculations in multi-skill call centers);
- a shift-scheduling module.
These modules can be called from software applications to perform the necessary calculations.
For example, the forecasting, Erlang and shift-scheduling modules are part of the WFM solution offered by Anago, and the Erlang module is part of an application used by Quality Contacts.
It is the ambition of CCmath to deliver the most advanced modules and to be able to offer the optimal solution to each call center, no matter its size and complexity.
A number of modules, notably the forecasting and shift scheduling modules, can also be useful outside the area of call centers. This holds also for an underlying optimization module, a so-called MIP-solver.
Tailor made applications
If standard applications are not sufficient or do not give the desired improvement then we can develop a customized WFM solution.
This will include the most advanced algorithms and technical infrastructure.
Spreadsheets
The functions can be used in spreadsheets and other programs that perform WFM tasks.
We develop mathematical algorithms that can be used as building blocks of spreadsheet tools.
We have a number of standard tools, built for common call center architectures, and also tailor-made spreadsheets.
The standard tools (forecasting, shift scheduling, staffing with Erlang, and simulation) are available for evaluation.
More information on: Erlang Excel add-in
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