GMT and SCS Solutions announce strategic channel relationship

SCS Solutions will be entitled to market and sell GMT Planet workforce management (WFM) solution as a service.

Until recently, access to ‘hosted’ contact centre services has generally been the privilege of larger organisations, with a sizeable number of these having invested in ‘cloud’-based contact centre infrastructures. However, the potential for small and medium sized contact centres to enjoy substantial benefits from hosted workforce optimisation (WFO) is also significant.

Contact centres are under increasing pressure to reduce costs whilst increasing customer satisfaction. To satisfy these conflicting imperatives, GMT and SCS believe that all organisations – irrespective of size – will benefit from implementing a robust WFO strategy. Today, thanks to the GMT/SCS partnership, any organisation can now unleash significant benefits quickly and cost effectively with ‘WFM as a service’ from SCS.

In addition to tangible cost savings, ‘WFM as a service’ offers compelling benefits: service consumption is mapped to precise business requirements – organisations effectively only pay for what they use; upgrades are included in the charge – removing the requirement to fund these moving forwards; and business continuity is significantly improved, thanks to the resilience of the technology and total lack of dependence upon agent location. In addition, ‘WFM as a service’ provides unrivalled flexibility, scalability and absolute security.

Keir Woolhouse

“Well-managed contact centres have the potential to generate significant business value. However, far too often, budgetary constraints mean that this potential remains untapped as organisations are unable to invest in specialist expertise and solutions,” comments Keir Woolhouse, director of Europe, Middle East and South Africa sales for GMT. “Together, GMT and SCS provide access to best-in-class workforce management quickly and cost-effectively. The breadth and depth of SCS’s client base, their technological expertise and our shared vision of WFO makes SCS the perfect partner to help deliver WFM-derived value to UK-based organisations,” concludes Keir.

Daryl Start, director of Transformation Services at SCS added: “GMT’s market-leading, enterprise-wide WFM solutions fit perfectly with our vision of how all organisations, regardless of their size, can benefit from implementing WFO. GMT’s WFM solution, combined with our experience of delivering service-based optimisation projects, puts significant benefits in the reach of all organisations. We are excited to be working with GMT to help organisations unleash these benefits.”

27 Jul 2011 - Filed under Archived Content , GMT

Liked this article? Why not get our free newsletter.