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Contact Center Simulation

Make informed decisions about contact center strategies and measure the effect of your contact center on customer service.

The Arena Contact Center template helps you analyze call priorities, call routing options, staffing optimization, caller wait times and more.

Select the title below to view case studies and white papers related to the successful use of Arena in contact center applications.

Case Studies and White Papers
Document Imaging Manufacturer Anticipates Millions of Dollars in Potential Savings with Simulation A manufacturer of a full range of document-imaging products wanted to improve their call dispatching methods to meet the demand for a better response time for customer service calls. The model simulated the capability of each team to perform service work within the contracted time periods. Read more >>
Simulation Analysis of Inbound Center Call of City-Gas Company Soemon Takakuwa and Takako Okada An inbound call center of a city’s gas company was simulated to examine the proper target of the service level to find the optimal number of agents, considering their skills and the scheduling of the agents to meet the frequency of customer calls. Read more >>

Case Studies and White Papers

Document Imaging Manufacturer Anticipates Millions of Dollars in Potential Savings with Simulation

A manufacturer of a full range of document-imaging products wanted to improve their call dispatching methods to meet the demand for a better response time for customer service calls. The model simulated the capability of each team to perform service work within the contracted time periods. Read more >>

Simulation Analysis of Inbound Center Call of City-Gas Company
Soemon Takakuwa and Takako Okada
An inbound call center of a city’s gas company was simulated to examine the proper target of the service level to find the optimal number of agents, considering their skills and the scheduling of the agents to meet the frequency of customer calls. Read more >>