GMT Corp. recently announced that its call center workforce management solution, GMT Planet, is now certified interoperable with ShoreTel’s (News - Alert) unified communications system.
GMT Corp.’s workforce management software is offered both as a hosted and on-premises solution and is geared for the call center and retail banking industries, as well as back office operations.
The system sports advanced forecasting for accurate scheduling: It can accurately predict the number of agents needed for any given shift, based on historic and recent call volume patterns, as derived from the ACD and through integrations with email and web chat systems. It can also account for planned or unplanned events effecting volume, both inside and outside of the organization. The solution can also be used to predict transactional volume in bank branches so that bank managers can staff accordingly. On a more basic level it enables call center and bank managers to more accurately track schedule adherence and “shrinkage,” which is the amount of time agents or tellers are on the clock but not serving customers or carrying out work-related duties.
ShoreTel offers a complete UC system consisting of software, switches and IP phones. Its highly integrated system is fast and easy to deploy, yet delivers advanced UC features including presence, which is the ability to see the availability status of other users on the network, and video conferencing. It also brings all these advanced UC features to mobile phones and devices.
The certification ensures that GMT Planet “tightly integrates with ShoreTel's offerings, enables ShoreTel's partners to offer GMT Planet as part of an integrated ShoreTel solution, and delivers critical business information in a secure environment," said Simon Angove, CEO of GMT, in a release.
The partnership gives GMT an opportunity to expand its customer base, since ShoreTel’s UC system is used in many call centers. Kevin Gavin (News - Alert), vice president of marketing for ShoreTel said “we can now confidently recommend GMT's workforce management solution to our customers and network of resellers."
In related news, GMT Corp. recently relocated its corporate headquarters to Concourse Business Park in Atlanta. In a release, Roger Avats, co-founder and chairman of GMT, said the new location “will enable us to better serve our current and future clients and provide us with the room we need to continue to grow."
The new location reportedly includes state-of-the-art software development labs and conference facilities, and will eventually also include a customer innovation center showcasing solutions from GMT and its strategic partners.
"Since 2005, GMT has seen significant growth in revenues, clients and our team," Avats said. "Our loyal customer base of some of the world's best-known brands has fueled our remarkable growth over the last 15 years.”
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