ZOOM International, a provider of IP multimedia recording and quality management software, and GMT Corp., a global industry leader in enterprise workforce management and performance optimization solutions, today announced that the companies have signed a cooperative sales and marketing agreement. By bringing together ZOOM’s ZOOM CallREC® and ZOOM ScoreCARD products with GMT’s award-winning GMT Planet® solution, joint clients can increase efficiency and quality of their call center operations through the newly created WorkFORCE framework.
Branded as WorkFORCE, this framework will provide a technical framework for seamless integration of the companies’ products—workforce management solutions for contact centers—while preserving the best-of-breed characteristics of each product. 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. ScoreCARD supplies rich reporting features that identify agent strengths and weaknesses in service, interactions and communication skills.
“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,” said Brian Shore, president of ZOOM International. “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.”
Regarded as the industry’s most accurate, easy-to-use and affordable solution, GMT Planet is a proven enterprise workforce management and performance management software suite that 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 all of the essential workforce and performance management processes.
“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,” commented 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.”
ZOOM International is a provider of innovative multimedia recording, quality management and speech analytics solutions for contact centers and unified communications. ZOOM’s solutions are designed to capture communications and provide critical detail in performance management while enhancing customer care, reducing business liability and improving customer retention rates. ZOOM’s specific focus on Cisco and Genesys provides a product for both the enterprise and commercial space. ZOOM is the vendor of choice for customers who demand ease of use, exceptional support, and attractive cost of ownership. For more information on IP call recording and contact center quality management, please contact ZOOM at (615) 732-6147 or visit http://www.zoomint.com.
GMT Corp. is a leading provider of workforce management and performance optimization solutions enabling companies to improve customer service and sales while decreasing labor expenses. Deployed in contact centers, branch offices or back office departments, GMT's products combine precision forecasting and intelligent scheduling with analytics and performance management tools to deliver a rapid return-on-investment. Products include GMT Planet®, its flagship workforce optimization solution; GMT On-Demand™, its SaaS workforce optimization solution; and SureServices, an award-winning client care methodology. Enterprise clients benefitting from GMT's solutions include BB&T, PRC, Alpine Access, Golfsmith, AirTran Airways, World Travel Holdings, Bank of the West, Zions Bancorporation, Ingenico, West Midlands Police, Contact 1-2-1 and Yarra Valley Water.
The company is privately-held with headquarters in Atlanta and offices in the U.K., Australia, South Africa and Dubai. For more information, visit www.gmt.com.
“GMT has provided us with robust, user-friendly tools, so we can manage our operations as efficiently as possible, and that is a must in today’s highly competitive financial services market.”
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