ZOOM International, which provides IP recording and QM software and GMT, which supplies performance optimization and workforce management products, have partnered to provide an integrated set of workforce optimization products aimed at Cisco (News - Alert) and Genesys users.
The solution, branded WorkFORCE, hooks up ZOOM’s ZOOM CallREC and ZOOM ScoreCARD products with GMT’s GMT Planet solution, enabling joint clients to increase efficiency and quality of their contact center operations. WorkFORCE, the firms say, will provide a technical framework for seamless integration of the companies’ products while preserving the best-of-breed characteristics of each. WorkFORCE will be immediately available by ZOOM to its Cisco partners.
ZOOM’s CallREC is a robust IP call recording solution for contact centers and unified communication environments. CallREC can be scaled from small contact centers with a few agents to large distributed contact centers with thousands of seats. Users can access and manage the entire installation through an intuitive central interface, making search, replay, archiving, and media lifecycle management functions simple to use and control.
ScoreCARD is a comprehensive contact center quality management tool for scoring and improving an agent’s performance. It supplies rich reporting features that identify agent strengths and weaknesses in service, interactions and communication skills.
GMT Planet enables contact center supervisors to focus on improving the customer experience, retaining employees and reducing center operating costs. From long-range strategic planning and budgeting to accurate forecasting of call volumes and queue- and skills-based scheduling, GMT Planet supports essential workforce and performance management processes.
The timing of the deal could not be better. WFO solutions enable contact centers to do more with less by accurately matching staff availability with volume and boosting performance including enhanced customer satisfaction, retention, and income from cross-selling/upselling. The nature of this partnership appears to be a best of both worlds approach compared with the typical choice of best-of-breed versus suites in buying WFO products.
“WorkFORCE represents a fresh and unique approach to workforce management by providing an integrated and comprehensive solution without forcing the customer to purchase everything from one vendor,” says Brian Shore, president of ZOOM International (News - Alert). “GMT is the ideal partner within the workforce management space based on the success of GMT Planet, their committed channel strategy and their alignment with executive leadership.”
“ZOOM International has quickly become a leading player in Cisco’s contact center ecosystem, and we’re delighted to have been selected by them as their workforce optimization solution-of-choice,” says Simon Angove, chief executive officer for GMT. “This relationship will extend the solution set available to ZOOM’s channel partners and afford our clients a well-developed workforce optimization strategy that retains the benefits of best-of-breed call recording and workforce management solutions.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Jessica Kostek