Accuracy is Everything
Capacity planning is a modeling exercise. It hinges on one basic assumption: that the models built accurately reflect the operation being represented. Strategies' models are accurate to within 5% (compared to Erlang's 15–30% accuracy range). You read that right. And we demonstrate it through a rigorous validation process.
And because Mackey is built on the same validated simulation engine:
Every answer Mackey gives is equally reliable—no guessing, no hallucinations.
True Mathematical Optimization
Complex operations, like your modern contact center, are difficult to optimize by hand. Strategies uses linear programming to determine when and where to hire new agents, based on expected agent attrition and shrinkage, and when to offer overtime or leave. This process creates the most mathematically-provable least-cost plan possible. Isn't this what your executive leadership wants (but may not know to ask for)?
With Mackey, you don't need to understand the math:
"Just ask for what you want ('least-cost plan with 85% SLA'), and Mackey handles the linear programming and returns the answer."
Big Picture Analytics
Combining validated, fast simulation models with optimal resource planning helps analysts answer important what-ifs like:
• How can I reduce my budget by $2MM with little impact on my service delivery?
• Our handle times are increasing. What is the risk of a service failure? How do I best protect our operation during uncertainty?
• What is the true cost of attrition? Should I offer a stay bonus to get us through our busy period?
Better resource planning means less demand on your labor budget, which can save 5–15% in variable labor costs.
Mackey empowers non-technical users to ask these questions conversationally:
"How can I reduce my budget by $2MM with little impact on my service delivery?"
"What's the cost of 25% attrition, and how do I mitigate it?"
"Compare three scenarios for our summer peak."
These analyses that used to require SQL, spreadsheets, and analyst expertise now take seconds of conversation.
Fast ROI
Strategies' simulation models deliver proven cost savings. Mackey accelerates the realization of that ROI:
Time-to-value drops from weeks to days (or hours)
• Shallow learning curve; natural language interface
• Multi-step workflows executed automatically
• Answers in minutes, not hours of analyst work
Error elimination: Mackey executes, not approximates
• No spreadsheet errors or miscalculations
• Reduced manual transcription of data between tools
• Every result validated by your simulation model
Continuous optimization: ask new what-ifs whenever strategy changes
• Ask new what-ifs whenever strategy changes
• Replan faster when market conditions shift
• Reduce overstaffing through frequent revalidation
Expected payback timeline:
• Immediate: Spreadsheet errors eliminated
• Weeks 1–2: First optimization plan delivered
• Ongoing: 5–15% variable labor cost savings + continuous accuracy gains
The Mackey Advantage: Why AI on Simulation Engine Beats Generic Chatbots
Most AI for Planning is Just Faster Wrong Answers. Here's Why Ours is Different:
Generic Chatbot / LLM AI
Trained on outdated planning concepts (Erlang, etc.)
Prone to hallucination (invents answers)
No live data—answers based on training data only
Can't execute; only suggests
No verification of answers
Mackey (Built on Strategies)
Grounded in proprietary simulation engine (not Erlang)
Never hallucinates—every answer is data-validated
Works with live, current data from your platform
Executes actual simulations; delivers real results
Transparent: shows the math, the data, the logic
"If your AI is built on bad math, you get bad answers fast. Mackey is built on the best math—so you get great answers fast."
Resources
Real Information
Whether you're a seasoned contact center strategist, or just getting started, here's information to help you go from "basic" to "brilliant."
