GMT and Knowlagent Partner to Deliver Comprehensive Workforce Optimization Solutions | GMT

Industry Leaders GMT and Knowlagent Partner to Deliver Comprehensive Workforce Optimization Solutions Across the Enterprise

Partnership creates best-of-breed solutions approach to workforce optimization enterprise-wide

June 15, 2010 -- Norcross, GA

GMT Corp., a global industry leader in enterprise workforce management and performance optimization solutions, and Knowlagent, a leading provider of talent management solutions for customer-facing organizations, announced today that they have signed a strategic partnership agreement. This partnership, which creates a best-of-breed approach for providing comprehensive workforce optimization solutions, will help organizations deliver better, more consistent service across all of its customer touch points, including the contact center, branch location and back office. According to the terms of the agreement, both companies will engage in cooperative sales, marketing and product development for the benefit of their mutual customers.

Having the proper number of adequately trained staff is an essential component to any company’s customer service strategy. This is equally true whether the customer interaction occurs in the contact center or in the retail branch network. The partnership between GMT and Knowlagent will help companies not only ensure the right people are in the right place at the right time, but also that they are provided with timely training and coaching to help achieve the business results desired by the organization.

GMT Planet® provides a robust and comprehensive feature set supporting all the essential workforce and performance management processes, including long-range strategic planning and budgeting, accurate workload forecasting, intelligent scheduling, intra-day management and adherence reporting, reporting and agent empowerment. GMT’s clients worldwide report significant operational benefits through their use of GMT Planet, including lower operating costs, improved sales conversion rates, increased employee retention, reduced overtime expenses and improved customer satisfaction.

“This partnership brings together two of the premier workforce optimization solution providers to deliver an exceptionally strong value proposition,” said Simon Angove, chief executive officer of GMT. “Knowlagent’s applications have proven their value in the contact center where hiring, training and ongoing coaching are critical to an organization’s customer service strategy. We believe that Knowlagent’s core strength of delivering targeted learning to those employees who need it, when they need it, is a message that will resonate well with our retail banking customers. GMT is delighted to partner with Knowlagent to help further our mission of providing workforce optimization for the whole enterprise.”

Knowlagent is a leading provider of hiring, training and coaching solutions for the customer contact industry. Its patented RightTime™ technology identifies intervals of forecasted and unforecasted idle time – time that would otherwise be unproductive – and uses that time to deliver highly-targeted learning directly to the user’s desktop. Knowlagent’s Software-as-a-Service (SaaS) delivery model means that clients can begin realizing benefits quickly and without any investment of scarce capital.

“We are excited to partner with GMT to offer a comprehensive enterprise workforce optimization solution,” said Matt McConnell, Knowlagent’s president and chief executive officer. “GMT’s mission of putting the right people in the right place at the right time dovetails perfectly with our hiring, training and coaching philosophy. Furthermore, GMT’s strong presence in other enterprise departments, such as the retail bank branch, helps extend Knowlagent’s reach by serving other customer contact employees who can benefit the most from timely coaching and learning.”

Please visit our news page to catch up on the latest GMT News.