In the 21^st century, the business community has never been more competitive. One business sector that has seen surprising amount of competition is the area of call centers, whether dealing with large corporations or small business centers. Just one more indication of the steps some companies are taking to stay ahead of their competition is Verint’s (News - Alert) pending acquisition of Global Management Technologies (GMT).

GMT is an Atlanta based tech company that specializes in workforce management solutions. Verint has its own pedigree in this area and included in a press release announcing the purchase, the company laid out how it believes GMT will help improve its call monitoring capabilities. Verint says that the acquisition will allow it to “accelerate its focus on and investment in solutions designed to help organizations increase productivity, reduce operating costs, and improve customer service and sales.” Enterprise workforce management software can allow businesses to do this in a number of different ways including providing helpful feedback thanks to third party remote call monitoring capabilities. This allows management of different companies to listen in on both live calls, as well as recording without actually being on the premises.

Of course, with the acquisition of GMT, Verint adds other special features to their repertoire as well. The entire suite of what GMT offers will allow Verint to serve up their clients some much needed tweaks to their customer service package. Verint already is among the leading companies when it comes to workforce optimization services. Verint has long taken pride in a program known as Impact 360 Workforce Optimization™ that terms call monitoring into something more than just listening into the call and determining whether operators are doing their job at a certain level. Impact 360 also offers speech analytics and text analytics to the package as well as customer feedback surveys.

While Verint may not be a household name to the average consumer, a recent study showed that nearly 85 percent of Fortune 100 companies use Verint products to capture, record and analyze their underused information sources. The terms of the deal that brought GMT into the Verint fold has not been made public.