Contact centers no longer run on a single workforce.
The Workforce Changed. WFM Didn't. Until now.
LEGACY WFM ASSUMES
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Human-only workforce
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Fixed schedules built in advance
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Forecasts based only on human demand
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Automation invisible to planning
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Human and AI agents working together
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Work shifting dynamically between both
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Demand changing continuously
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Automation handling large portions of volume
MODERN CONTACT CENTERS
How Cisne Orchestrates the Hybrid Workforce
Cisne orchestrates demand, capacity, and workload in real time.
Hybrid Demand Forecasting
Know what's coming - across every worker type, not just humans.
Unified Workforce Capacity
See your full capacity in one view, not two separate systems.
Dynamic Work Allocation
Route work to whoever can handle it best, human or AI, in the moment.
Continuous Workforce Adaptation
Stay ahead of the day instead of reacting to it.
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The Operating System for the Hybrid Workforce
A workforce platform designed for real-time contact center operations to Every worker. Every channel. One system of record.
DEMAND INTELLIGENCE
Adaptive Forecasting
Continuously model demand across channels, automation, and human interactions as conditions change.
Intraday Signal Detection
Identify emerging service risks early and surface corrective actions in real time.
WORKFORCE PLANNING
Dynamic Scheduling
Build schedules that adapt as workload shifts while maintaining coverage and giving agents more flexibility.
Agent Self-Service
Allow agents to manage their schedules while preserving coverage targets and operational stability.
WORKFORCE ORCHESTRATION
Unified Workforce Visibility
Understand total workforce capacity across AI agents, automation, and human teams from a single view.
Real-Time Adaptation
Continuously rebalance workload and staffing throughout the day to maintain service levels.