contact forecasting

ForeScite™ allows you to utilize historical and forward-looking data to accurately forecast contact volume. ForeScite™ allows you to:

• Forecast contacts from your customer base (new customers, current customers and customers who are leaving).
• Forecast contacts from billing.
• Forecast contacts resulting from events including advertising, marketing and public relations.
• Account for one-time events such as natural disasters
• Forecast calls that are related to other calls, such as Tier 1 Technical support calls that may be related to customer service contacts (calculated as a % of customer service contacts).

Contacts can be defined as being handled virtually (across a number of contact groups as if they were one), or discretely (not re-routed after allocation).