Contact centers are quite complex and costly systems to set-up and manage. Achieving high rate technical and economic performances comes out from an harmonic design of the systems' variables followed by a flawless execution. Some examples are processes and organization, information system and knowledge management, roles design, training and skills building, managerial systems.

Simulation
With simulation, call centres' managers can now take optimal decisions (e.g., call routing, scaling, resources depth and breadth).

Domains

• Call center systems modeling through graphical methods of designing
  programs such as a flow charts (no programming expertise is required)
• Simple and flexible UI: incoming calls frequency setting and drill down
  (e.g., by typology)
• "What if" functionality (e.g., workforce operators, demand changes, time windows) to simulate system behaviour
• Operations analysis (e.g. switch) to maximize performances
  
• Real time reporting on systems KPI (e.g., statistics)
  
• Workforce scheduling and optimization (e.g. introduction if new shifts) and impact on profitability.
  

ACT Operations Research' references
At ACT Operations Research we have been working with top performing players in the call centers segment through direct and indirect engagements providing customers with proprietary and third parties technologies.

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ACT Operations Research products portfolio

• ARENA and SIMIO: the world's leading simulation software applications.
  
• BEFORE is the ACT Operations Research' proprietary statistical tool for demand forecasting and revenue management.

The offering includes SAS' powerful analytical and statistical tools which can be integrated with ACT Operations Research' optimization and forecasting engines.
ACT Operations Research provides customers with specialist support by building bespoke simulation models and implementing the most modern math optimization algorithms.