Abstract: Systems and methods receiving call center network architecture data associated with a call center network; utilizing the call center network architecture data to create a model of the call center network; employing the model to run a simulation of the call center network that generates performance data associated with the model; using the model to generate solution parameters for the call center network; and providing the solution parameters to the call center network implementation in the call center network.

Abstract: Systems, methods, and computer program products provide a digital twin of a call center or call center network, including the members, representatives, and algorithms therein. The digital twin can be used to model real-world call centers and call center networks or may be modified to test changes (in the center/network's control such as algorithms or representative staffing, or beyond the center network's controls such as callers) before they are implemented in real-world production environments. Call loads, which may be based on real call loads or generated differently, can be used to test current or contemplated call center/network arrangements. The digital twin can be validated through comparison with data received from the real-world call center(s)/network(s) it models.

Abstract: Systems and methods receiving performance data associated with a call center network; utilizing the performance data to create a model of the call center network; employing the model to run a simulation of the call center network that generates performance data associated with the model; using the model to generate solution parameters for the call center network; and providing the solution parameters to the call center network implementation in the call center network.