ACD based planning is a weak platform for enterprise planning:

Competing vendors presume that the demand that is services by each ACD is a good proxy for the demand that needs to be routed to the same locations in the future.  This is not enterprise planning.  It is capacity based planning that prevents a network of call centers from evolving to meet growing needs.

Call centers who transfer calls to third parties are helpless to plan globally unless vendor partners pay to sign-on to the same WFM solution.  Even if all partners sign-on, the end result is still a system that is limited to current capacity or less.

Advantage HD WFM™: Network aware, super capacity planning™

HD WFM™ monitors many forms of events that are ignored by the aging art of conventional capacity based planning.

The result is the ability to plan across locations for new and evolving levels of demand. HD WFM™ also includes network aware performance measurement that automatically identifies when vendor partners are not participating according to plan.

HD WFM™ is the only WFM technology to support real time predictive routing instructions.  Call Routers and IVR’s can consult HD WFM™ in real time to obtain the best route.  This technology eliminates the call flooding and queue starvation effects that plague the lesser routing methods known as “first available agent” or “least expected wait time”.