Contact center scheduling is becoming increasingly complex as BPO operations scale across multiple clients, skills, and service level agreements.
At CCW 2026 in Berlin, Callosseum and COMPUTD presented APOLLO Scheduler, an AI-driven contact center scheduling solution designed to generate optimized workforce schedules automatically.
At CCW 2026 in Berlin, APOLLO Scheduler was presented by Callosseum and COMPUTD as a new approach to contact center workforce scheduling and BPO planning.
CCW is one of the leading industry events for customer contact and workforce management. The conference brings together contact center operators, workforce planners, and technology providers focused on improving operational performance and service delivery.
During the event, APOLLO Scheduler demonstrated how advanced optimization technology can address structural challenges in contact center scheduling.
Many workforce management systems generate schedules that planners must correct manually before they can be used in operations.
In practice, this means planners spend significant time repairing schedules through overrides, spreadsheets, and manual adjustments. The system produces a draft schedule, while planners make it operational.
This situation often results from the way traditional workforce management schedulers operate. Most engines apply constraints sequentially:
Each step can weaken the previous one, producing conflicts that require manual correction.
APOLLO Scheduler was developed as a dedicated workforce scheduling engine
for BPO and contact center environments.
Instead of stacking rules sequentially, the system converts operational inputs into one unified optimization model, including:
The platform then generates complete agent-level schedules automatically, balancing service levels, cost control, and workforce fairness in a single optimization run.
The scheduling engine is built on integrated integer linear programming, enabling all operational constraints to be solved simultaneously.
APOLLO Scheduler is designed for environments where scheduling complexity is high, including:
Unlike traditional schedulers, the system optimizes schedules under real operational constraints, generating schedules that reflect operational reality.
The platform can operate independently as a scheduling application or alongside an existing workforce management system, allowing organizations to extend their planning capabilities without replacing their WFM platform.
At CCW 2026, discussions with contact center leaders confirmed that workforce scheduling complexity continues to increase as operations grow and service expectations evolve.
Organizations are increasingly looking for scheduling systems that can manage multiple constraints simultaneously rather than relying on manual adjustments after schedules are generated.
APOLLO Scheduler was developed to address this challenge by applying advanced optimization techniques to workforce scheduling.
APOLLO Scheduler is designed for contact centers and BPO operations that require advanced scheduling precision.
Learn more about the platform and see APOLLO Scheduler in action at:
www.apolloscheduler.ai
APOLLO Scheduler is an AI-powered workforce scheduling solution built specifically for contact centers. It combines skill-based scheduling, and mathematical optimization in one integrated platform. The system analyzes call volume forecasts, agent availability, qualities & preferences. Based on this demand, it automatically creates optimized schedules that align service level targets with agent skills, availability, contracts, preferences, and labor rules.
Planners can define constraints, priorities, and fairness rules. APOLLO Scheduler then calculates the most efficient staffing plan within those parameters. It supports multi-skill environments, shift generation, break placement, and scenario comparison.
Instead of manually adjusting rosters, teams work with data-driven schedules that improve coverage, reduce inefficiencies, and increase schedule quality for both operations and agents.
Traditional workforce management systems apply constraints sequentially. This can create conflicts that planners must resolve manually after the schedule is generated.
Yes. The platform can operate independently or alongside an existing workforce management system without replacing it