OUR STORY
The workforce management systems that dominate contact centers today were built for a workforce that no longer exists.
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Across contact centers, the gap between how work is planned and how it actually runs continues to widen:
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Scheduling that reacts to yesterday’s data instead of preparing for what is coming next
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AI added as a layer rather than embedded into how decisions are made
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Platforms designed for fully human teams, not the reality of hybrid human and AI work
The tools evolved. The model did not.
Workforce management is still treated as a planning system.
In reality, it is a coordination problem across forecasting, scheduling, and real-time execution.
That gap is where performance breaks down.
Cisne was built to bring planning and execution back into alignment.
Cisne is an AI-native workforce management platform designed for how contact centers actually operate today. Intelligence is not added on. It is embedded into every decision, enabling continuous alignment between demand, capacity, and execution across both human and AI workforces.
Instead of locking plans and reacting later, Cisne enables organizations to adapt in real time. Anticipating demand. Dynamically adjusting capacity. Maintaining control as conditions change.
This is not an upgrade to workforce management. It is a different model.
Don’t just schedule. Orchestrate.
OUR TEAM
Cisne is led by people who have spent their careers inside contact centers, not observing the work, but operating inside it.
Co-founders Natalie Perez and Lou Mandic bring decades of experience across workforce management, operations, and large-scale transformation. They have led complex implementations, navigated multiple waves of industry change, and built and scaled contact center technology to enterprise environments. That experience shapes how Cisne is built, grounded in the realities of how contact centers actually run.
They have seen where traditional workforce management breaks. They have worked within the constraints. And they have built Cisne to solve for them.
Supporting them is a growing team of technologists, data scientists, and contact center operators aligned around a shared belief: workforce management should be intelligent by design, not adapted through layers of compromise.