Call center workforce management solutions provider GMT Corporation
and call center management software provider Knowlagent
have reportedly signed a strategic partnership agreement allowing them to market each other's solutions.
GMT Corp. offers workforce management software that allows call center managers to accurately forecast call volume and schedule agents accordingly. Knowlagent offers call center training/coaching software that automatically delivers training to agent desktops when there are lulls in call volume, in addition to call center hiring solutions. By combining their solutions, GMT and Knowlagent can now offer their customers a comprehensive workforce optimization suite.
'This partnership brings together two of the premier workforce optimization solution providers to deliver an exceptionally strong value proposition,' said Simon Angove, chief executive officer of GMT, in a release. 'Knowlagent's applications have proven their value in the contact center where hiring, training and ongoing coaching are critical to an organization's customer service strategy. We believe that Knowlagent's core strength of delivering targeted learning to those employees who need it, when they need it, is a message that will resonate well with our retail banking customers. GMT is delighted to partner with Knowlagent to help further our mission of providing workforce optimization for the whole enterprise.'
'We are excited to partner with GMT to offer a comprehensive enterprise workforce optimization solution,' said Matt McConnell, Knowlagent's president and chief executive officer. 'GMT's mission of putting the right people in the right place at the right time dovetails perfectly with our hiring, training and coaching philosophy. Furthermore, GMT's strong presence in other enterprise departments, such as the retail bank branch, helps extend Knowlagent's reach by serving other customer contact employees who can benefit the most from timely coaching and learning.'
Both companies offer their solutions via the software-as-a-service model. It's possible that this agreement will eventually lead to a bundling of the products into a single offering - it could even be a foreshadowing of an eventual merger of the two companies, however the call recording/monitoring piece of the WFO equation would be missing.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard