Sprint Communications Comapny L.p.

Douglas Matia

Deandra T Cassone

Paul Harris

Randy Tracy

Mark Schmitz

A system for customer care complexity management is disclosed that comprises a processor, a customer care index forecast module, and a project launch capability assessment and threshold module. The customer care index forecast module establishes a customer care index forecast model based on a plurality of historical customer care data and a plurality of historical performance metrics data. The customer care index forecast module also forecasts a customer care index using the established customer care index forecast model and a plurality of projected performance metrics data. The project launch capability assessment and threshold module identifies a number of projects to be launched in a current project launch plan based on the forecast customer care index and a pipeline project complexity index for the project launch plan. The project launch capability assessment and threshold module also identifies an adjustment to the project launch plan.

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Alexandria, VA, United States of America

Douglas Matia