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Syntellect Partners with GMT to Offer Enterprise Workforce Management Optimization <

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June 16, 2009

Syntellect Partners with GMT to Offer Enterprise Workforce Management Optimization

By Susan J. Campbell, TMCnet Contributing Editor


GMT Corp., a provider of enterprise workforce management and performance optimization solutions, has announced the signing of a strategic partnership agreement with Syntellect (News - Alert) Inc.


A provider of enterprise-class contact center solutions, Syntellect will now be able to resell through its global sales network, the GMT Planet, an enterprise workforce optimization solution, and GMT SureServices, a suite of end-to-end client lifecycle professional services.

A proven enterprise workforce management and performance optimization software suite, the GMT Planet helps to put the right people in the right place at the right time in an effort to achieve the right business results.

Contact center clients throughout the world report significant operational benefits through the use of GMT Planet, including decreased contact center operating costs, improved sales conversion rates, increased agent retention, reduced overtime expenses and improved customer satisfaction.

The solution provides a robust and comprehensive feature set that supports all the essential workforce and performance management processes, such as long-range strategic planning and budgeting, accurate workload forecasting, intelligent scheduling, intra-day management and adherence reporting, reporting and agent empowerment.

“Syntellect’s client-care philosophy is closely aligned with that of GMT, so forging a relationship between the two companies made perfect sense,” said Simon Angove, chief executive officer of GMT, in a Tuesday statement.

“Syntellect has a rich history of providing leading-edge unified communications solutions for a wide variety of vertical markets worldwide. Having access to Syntellect’s sales organization will help broaden GMT’s reach and enable more customers to enjoy the benefits of GMT Planet and GMT SureServices.”

The contact center solutions offered by Syntellect are designed to help clients to solve business problems through a strategic balance of customer interaction management software and support.

The company helps to deliver a superior customer experience that is meant to build value and develop long-term customer relationships. Syntellect offers the Customer Interaction Management (CIM) solution that enables contact centers to deliver, continually assess and fine-tune customer service across the organization to improve operational efficiencies while also reducing costs.

“Many of our customers choose to implement workforce management alongside CIM to compliment their efforts to increase operational efficiencies,” said JR Sloan, VP of product management and marketing for Syntellect, in the Tuesday statement.

“GMT Planet offers a sound technology and has a base of satisfied customers across a wide range of industries. We look forward to working with GMT for the benefit of our mutual clients.”

This strategic partnership between Syntellect and GMT will not only benefit both as they continue to expand their reach in the market, but also clients as they will have access to solutions that can be implemented together to achieve ultimate performance in the contact center. As cost cuts are the new buzz word and competition in the market continues to intensify, contact centers are putting a premium on optimization.
 

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard







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