AIM Forecasting Create accurate forecasts for your customer service

What is AIM Forecasting?

AIM Forecasting provides a sophisticated platform designed specifically for workforce management (WFM) professionals seeking to enhance the accuracy of their customer service forecasts. It leverages cloud computing power and advanced algorithms to analyze time-series data efficiently, identifying the optimal forecasting method within seconds. This saves valuable time compared to traditional spreadsheet methods, allowing professionals to focus on strategic analysis rather than manual calculations.

The tool emphasizes transparency and control through its 'glass-box' design, displaying all parameters in real-time within a user-friendly cockpit, facilitating easy understanding and customization. AIM Forecasting centralizes both quantitative and qualitative data, enabling users to group, clean, edit, and analyze historical information effectively. It also allows for the tracking and incorporation of events such as holidays and marketing campaigns, ensuring forecasts reflect real-world influences on customer behavior. The ultimate goal is to improve operational efficiency and significantly reduce customer wait times.

Features

Cloud-Based Algorithms: Uses cloud computing for rapid time-series data analysis and method selection.
Glass-Box Design: Offers real-time parameter display for transparency and customization.
Centralized Data Management: Consolidates quantitative and qualitative data, including event tracking.
Data Handling Tools: Features for grouping, cleaning, editing, and analyzing data.
Model Training: Allows users to train forecasting models for maximum accuracy.
Multi-Level Forecasting: Supports creating forecasts on both weekly and daily levels.
Export Capabilities: Enables exporting forecasts and data to CSV or Excel formats.
Accuracy Metrics: Includes MAPE and WAPE methods for precise error calculation.
Event & Holiday Forecasting: Models the impact of specific events and holidays.
Repeat Traffic Handling: Accounts for patterns in repeat customer interactions.
Storytelling Features: Assists in communicating forecast insights effectively.
Team Collaboration: Supports multiple users working together on forecasts.

Use Cases

Improving customer service demand forecast accuracy.
Optimizing workforce scheduling and resource allocation.
Reducing customer wait times in service centers.
Analyzing the impact of external factors (holidays, campaigns) on service volume.
Streamlining the forecasting workflow for WFM teams.
Enhancing data-driven decision-making in operations.
Collaborating on forecasting tasks within a WFM department.