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GMT and Talaris Form 'First-of-its-Kind' Partnership <


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November 03, 2009

GMT and Talaris Form 'First-of-its-Kind' Partnership

By Patrick Barnard, Group Managing Editor, TMCnet

Workforce management solutions provider GMT Corp. and cash automation solutions provider Talaris have teamed up to integrate – and jointly market – their very different yet completely complementary solutions.

Talaris’ bank solutions include ATMs, kiosks, currency counting machines, cash recyclers, cash dispensers and other pieces of equipment used in the handling of currency at banks, credit unions and other financial organizations.

GMT Corp., meanwhile, offers workforce management software that helps companies optimize staffing levels based on customer demand. Its solutions are used in call centers to balance the number of agents to the number of contacts coming in for any given shift. Its software is also used by banks, credit unions and other financial institutions to schedule tellers, bank managers and other staff that work at branches and offices.

The partnership gives both companies the opportunity to sell into each other’s customer base – but it also presents opportunities for integrations between their solutions.

GMT’s workforce management software includes analytics capabilities that enable call center managers to produce accurate forecasts for call volume. This is achieved through integration with the call center ACD, as well as IVR, CRM and other systems that collect customer and agent data. This data can be combined in a myriad of ways and analyzed to create accurate forecasts – thus enabling companies to make better, more well-informed decisions about staffing levels.

By the same token, GMT’s WFM software can be integrated with banking systems to determine proper staffing levels at branches based on transaction volume. Through integration with the network, banks can determine how many customers are using the ATM and how many are using tellers inside a particular branch -- and for what purposes -- and can then can package that data into forecasts which management can use to make informed decisions, such as whether to add more tellers or install more automated systems at a particular branch in order to improve customer service.

With this tie-up, banks can potentially optimize the workforce based not only on the data coming from “in-person” transactions, but automated transactions as well, to get a clearer picture of how activity might put demand on human resources in certain scenarios. Perhaps they will discover that a high percentage of the transactions the tellers are handling each day at a certain location can be improved by adding an automated system, such as a cash dispensing machine at each teller station. Or perhaps a high percentage of customers are coming in with bags of loose change or a large number of bills that need to be sorted and counted – thus a faster currency counting machine might be in order.

Obviously, banks already have access to all this data – the question is, do they have the analytics capability needed to take the data and package it into forecasts upon which staffing levels can be based? This is where today’s workforce management solutions are proving their value as strategic planning tools – and their ability to integrate with other systems is key to facilitating accurate forecasting and scheduling.
The two companies say this is a “first of its kind” partnership. “Never before have an enterprise workforce management provider and a cash-handling company collaborated to help financial institutions realize the simultaneous benefits of integrating teller cash automation with workforce optimization technology,” a press release from the two companies states.

By combining GMT's award-winning workforce optimization solution, GMT Planet, with Talaris' cash automation solutions, banks can ensure that each branch is adequately and appropriately staffed – and that cash handling is being carried out quickly and efficiently, thus freeing staff to concentrate on cross-selling and relationship-building activities.

"We are very excited to add Talaris to our growing list of influential worldwide partners," said Simon Angove, chief executive officer of GMT, in the release. "Talaris has a rich history of improving customer service and reducing operational costs. GMT's partnership with Talaris will provide our customers with the ability to continually measure and report on the operational benefits they receive through their investment of teller cash automation, while providing the means to ensure each branch is appropriately staffed and can yield maximum benefits for the bank and its customers."

GMT Planet helps banks and credit unions achieve increased sales conversion rates, lower branch operating costs, reduced customer wait times and improved customer satisfaction. Additionally, GMT Planet provides robust, comprehensive features that support essential workforce- and performance-management processes, including capacity modeling, accurate workload forecasting, intelligent scheduling and intra-day management. As such, customers that choose to incorporate these integrated features into their branch management strategies will be able to understand in real-time the return on their investments.

"The responsibility to use branch resources strategically is paramount, especially as financial institutions are increasingly challenged to trim overhead as much as possible,’ said Chris Reagan, president of Talaris, in the release. “The only way branches will be able to reach such efficiencies is by putting the best teller staff to work using an optimal combination of cash-automation and workforce-management technologies. What is so exciting about our partnership with GMT is that Talaris will be able to demonstrate the value of an investment in an infrastructure of this kind long before, as well as while they are being deployed."

Talaris claims its teller cash automation solutions save 28 seconds per transaction when executing withdrawals, 20 seconds when depositing funds and 10 minutes per transaction when conducting branch vault buys and sells. Other benefits of Talaris' cash automation solutions include enhanced security, improved accuracy and increased employee morale.

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

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