Workforce Management Platform

From roster to
real-time operations.

Meridian connects forecasting, capacity planning, scheduling, seat planning, and case management in a single workspace — so your team moves from "how much work is coming?" to "are we staffed and on SLA?" without the spreadsheet chaos.

▶ See the platform
12–52
Week planning horizon
6
Integrated modules
1
Roster. One truth.
AI
Scheduling + responses
The Problem

WFM built from
disconnected parts fails

Most contact centers run workforce decisions across 3–5 separate tools. Every handoff is a chance for error. Every gap is a missed SLA.

📊

Forecast in a silo

Volume data lives in spreadsheets. No model validation. No connection to what's being scheduled.

🧮

Capacity by hand

Manual Erlang calculators. Shrinkage guessed, not modelled. Wrong assumptions compound week over week.

🗓

Scheduling disconnected

A separate tool that doesn't know your actual forecast peaks or real roster state. Re-entry everywhere.

🚨

Operations flying blind

Cases, seats, and adherence tracked in yet another system. SLA misses are discovered too late to act.

The Platform

One workspace.
Six modules. One roster.

Every module shares the same roster. Change a person's profile once — it flows to headcount counts, scheduling eligibility, seat assignments, and case routing automatically.

👥
01 — Foundation

People Management

The single roster that drives everything. Sites, channels, queues, teams, skills, and tenure phases — one profile per person.

Roster Sites & queues Nesting → Production
📈
02 — Predict

Forecasting

Upload historical volume or connect your data source. Run multiple models with holdout validation and only promote the one that fits.

Model comparison MAPE tracking Volume repository
📋
03 — Plan

Capacity Planning

Turn validated forecasts into required headcount — week by week, with shrinkage, occupancy, and SL targets all transparent and editable.

12–52 week horizon Net FTE gap Export CSV
⏱
04 — Schedule

Scheduling

AI-assisted and rule-based scheduling built around forecast peaks, with guardrails for compliance and training time.

📍
05 — Floor

Seat Planning

Upload seat layouts and map agents to desks from your roster data. Executive floor dashboard included.

Floor map CSV upload Occupancy dashboard
💬
06 — Operate

Service Hub

Cases, handle-time tracking, AI-assisted responses, FIFO/priority routing, Chat AI, KMS, and CRM integrations — all in one place.

FIFO + Priority AI drafts Salesforce, Jira, ServiceNow
Capacity Planning

Staffing math that's
actually right

Shrinkage, occupancy, and service-level thresholds built into every calculation — not bolted on after. See the net gap in every week before it becomes a problem.

⚡

Precision staffing engine

Phone and chat use a proper queuing model. Email and back office use workload-based FTE. Channel-aware from the start.

🎯

Transparent assumptions

Every assumption — concurrency, handle time, occupancy, shrinkage, SL target — is editable per site, channel, and team.

📤

12–52 week horizon, export ready

Configurable horizon. Export the full plan to CSV in one click and share with finance or leadership in minutes.

Meridian capacity planning screen showing required vs scheduled FTE by interval, with a 148 required / 132 scheduled / 82% service level summary
Live product screen — Capacity plans
Scheduling

Schedules built around
your actual forecast peaks

Auto-optimize fills coverage gaps and publishes in one click — with required-vs-scheduled coverage visible the whole time.

Meridian schedules screen showing a weekly agent shift grid with shifts, breaks, and training blocks, plus a scheduled vs required coverage chart
Auto-optimize Coverage vs required, live One-click publish Export
Service Hub

Cases, AI, and CRM —
in your WFM platform

The Service Hub works as a standalone CRM or connects to Salesforce, ServiceNow, Jira, Zendesk, HubSpot, and Freshdesk. FIFO and priority routing built in. AI drafts email responses from your knowledge base — agent reviews before anything sends.

🗂

FIFO + Priority Routing

Configure routing per queue — pure FIFO, priority buckets (Critical/High/Medium/Low), or hybrid with wait-time boost. Rules apply automatically.

🤖

AI Response Drafts

AI drafts email responses using your knowledge base articles. Confidence score shown. Agent reviews and edits before sending. Never auto-sends.

💬

Chat AI Assist

Internal agent assist and customer-facing chat. Connect to AWS Connect, Twilio, Zendesk Chat, or a custom webhook. KMS-powered answers.

📚

Knowledge Base

Upload PDF docs or write articles directly. AI searches the KMS when drafting responses and answering chat queries. Tag and version controlled.

🔌

CRM Integrations

Connect Salesforce, ServiceNow, Jira, Zendesk, HubSpot, or Freshdesk. Push cases, sync status, pull contacts — all from one config panel.

📊

SLA Dashboard

Live view of open, in-progress, parked, and at-risk cases. Agent workload table. SLA breach alerts with configurable thresholds per priority.

Forecasting

Validated before it
drives any decision

Forecast accuracy is tracked, compared, and scored before a model is promoted to production. MAPE trending shows whether accuracy is improving week over week.

Historical repository — 30-min interval volume data, CSV upload or direct data source connection.

Multiple models — run and compare forecasting models with holdout validation before committing.

Model leaderboard — MAPE, WAPE, bias, and best-model rate per model so the right one is always promoted.

Drift monitor — detect when a previously strong model starts degrading and needs retraining.

Accuracy & Insights tab — compare actuals vs forecast week over week, with trend visualisation.

Meridian forecast results screen showing 104 weeks of history, a prophet model, and interval-level volume by day of week
Live product screen — Forecast results
Why Meridian

Built for the ops floor,
not the demo room

Six reasons contact center leaders choose Meridian over patching together point solutions.

🔗

End-to-end, not pieced together

Forecast, capacity, schedule, seat planning, people, and cases — one login, one roster, no re-entry between tools.

🎯

Staffing math that's actually right

Shrinkage, occupancy, and SL thresholds modelled precisely per channel. Not a spreadsheet with a formula pasted in.

✅

Validated before it drives decisions

Holdout scoring on forecast models means you choose the one that fits your data — not the one that looked good last month.

⚡

AI scheduling with guardrails

The AI scheduler works within your rules — break staggering, compliance windows, training slots — not around them.

👤

One roster, zero duplication

Agent profiles update once and flow to headcount counts, seat maps, scheduling eligibility, and case routing automatically.

🚀

Built for real contact centers

Real-time case handle times, SLA tracking, AI-drafted responses, and CRM integrations — not added as an afterthought.

See Meridian
in action.

From roster to real-time operations — one platform, one truth. No spreadsheets.