Source: www.gmt.com
Topic: Forecasting
Sort Desciption: GMT Value Proposition Continues to Support Distributed Workforce Management at US Telecom Services Provider GMT Corporation a leader in contact center workforce management announces that TDS Telecom ...
Content Inside: GMT Value Proposition Continues to Support Distributed Workforce Management at US Telecom Services Provider GMT Corporation a leader in contact center workforce management announces that TDS Telecom is continuing to use its GMT Planet solution following a re-evaluation of leading workforce management vendor offerings. GMT Planet's powerful and precise forecasting capabilities and its flexibility of scheduling were key to the decision to remain with GMT. The solution enables the telecommunications services provider to accurately forecast for in-bound call volumes and respond efficiently to walk-in customer traffic at each of its 115 branch locations across 28 states. "In 2005 our 800 agents responded to more than 2.5 million in-bound calls while simultaneously managing customers visiting our branches" explains Larry Silver manager of operations at TDS Telecom. "Due to the distributed nature of our business we require a workforce management solution that can be managed from our headquarters in Wisconsin yet maintained on a day-to-day basis by field agents. GMT provides us with an automated condition-based forecasting and scheduling tool something we did not see with other vendor solutions. The advanced mathematical modeling capability and full automation within GMT's Planet workforce management application set it apart from the other vendors." TDS Telecom originally selected GMT in 2000 to update its process for forecasting. In 2004 following an upgrade of its ACD system TDS Telecom conducted due diligence and re-evaluated leading workforce management vendors; yet again concluding that GMT offered the best combination of capabilities value and services supporting traditional contact centers and company branch operations. GMT World Headquarters: 2831 Petersen Place Norcross Georgia 30071 USA Tel: +1 770 416 6000 Fax: +1 770 734 9000 E-mail: sales@gmt.com www.gmt.com Overview: CUSTOMER TDS Telecom USA INDUSTRY: Telecommun ...
