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GMT, Novacroft Announce Deal to Optimize 100-Seat Contact Center <


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December 23, 2010

GMT, Novacroft Announce Deal to Optimize 100-Seat Contact Center

By David Sims, TMCnet Contributing Editor

GMT Corporation officials report the company has been selected by Novacroft to optimize its 100-seat contact center in Northampton, England.

Novacroft, which designs, develops and manages end-to-end smart ticketing products for the concessionary bus and rail industries, has selected GMT Planet to “improve agent productivity and better manage agent labor costs.”

According to GMT Planet officials, within four months of implementation, “Novacroft improved agent usage by more than 25 percent, consistently achieved employee satisfaction levels of greater than 98 percent and increased revenues and conversion rates.”

In late 2009, Novacroft officials say, they knew that as its contact center grew, it was not running as efficiently as it could be. In particular, Novacroft “found it increasingly difficult to forecast customer demand and create meaningful schedules with its legacy spreadsheet-based system. This resulted in inflated and unnecessary staff costs and under-used agents.”

Following a comprehensive review, Novacroft  selected GMT as its product provider. “GMT Planet’s features and functionality are perfectly suited to our business requirement,” said Tina Charman, contact center manager at Novacroft. “We were particularly impressed with its powerful, robust and accurate forecasting, easy-to-follow graphic displays, and the ability to schedule staff intelligently based on availability, skills and proficiency.”

“The partnership between Novacroft and GMT clearly illustrates how GMT is able to deliver on the promise of workforce optimisation by enabling customers to achieve maximum benefit from their investment in GMT Planet,” said Simon Angove, chief executive officer of GMT.

In September TMC had the news that OpenSpan (News - Alert), a vendor in User Process Management software, announced a partnership with GMT Corporation enabling GMT to promote and market OpenSpan products worldwide in combination with GMT's workforce management and performance optimization.

OpenSpan technology is used to complement a business process improvement strategy that allows enterprises to monitor exactly what users do in virtually any application, analyze inefficiencies and compliance risks, and automate manual processes to save both time and money.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco

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