GMT Planet® to be used in company's nationwide contact centre operation
MELBOURNE, Australia -- (BUSINESS WIRE) --
GMT Corporation, a global industry leader in enterprise workforce management and performance optimisation solutions, today announced that Express Couriers, New Zealand's leading courier, logistics and distribution company, has selected GMT for its 66 agent contact centre in Auckland. Zintel Cogent, GMT's New Zealand-based strategic reseller partner and a leading provider of telephony, contact centre, data and IP solutions and professional services, secured the contract with Express Couriers and will manage the implementation.
Express Couriers is the product of a 50:50 joint venture between New Zealand Post and DHL, encompassing express and logistics units; and the brands CourierPost, Pace, Roadstar and Contract Logistics. Express Couriers' more than 900 couriers deliver in excess of 40 million packages annually throughout New Zealand. Nearly 1,500 processing and office staff support the company, including 66 agents in its Auckland contact centre.
GMT's flagship workforce optimisation solution, GMT Planet, is used by contact centre operations around the world to cost-effectively balance agent supply with caller demand. GMT Planet's comprehensive suite of management tools give contact centre management visibility into their operations, ensuring they not only have the right agents scheduled when needed, but that they are also delivering excellent service to the company's customers.
"At Express Couriers, 'Bringing You the Whole Package,' is more than a tagline - it's a reflection of our mission to be the full-services courier for New Zealanders," explained Shona Macdonald, customer care manager of Express Couriers. "For this reason, we required a technology partner that had the ability to deliver the whole package to us - superior products and services, as well as an unmatched reputation for customer success. After evaluating several workforce optimisation alternatives, we are confident GMT and Zintel Cogent will help us realise our goal of being New Zealand's leading express courier, logistics and distribution brand."
As New Zealand's only distributor of the GMT Planet Workforce Management suite, Zintel Cogent helps organisations leverage communications technology to create flexible workplace practices that attract and retain skilled staff, while driving productivity in your business.
"Express Couriers has a well-deserved reputation of service excellence that's built on the foundation of giving businesses speed, reach and control within a customized solution," commented Simon Angove, chief executive officer of GMT. "Because time-certain courier services require that the right people are doing the right things at the right time, I am confident GMT's products and services will help Express Couriers achieve its customer service goals."
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ABOUT GMT
GMT Corp. is a leading provider of workforce management and performance optimisation solutions enabling companies to improve customer service and sales while decreasing labour expenses. Deployed in contact centres, 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 optimisation solution; GMT On-DemandTM, its SaaS workforce optimisation solution; and SureServices, an award-winning client care methodology. Enterprise clients benefitting from GMT's solutions include MYOB, CorpTech, South Australia Water, and Contact 1-2-1. 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. Follow GMT on Twitter: www.twitter.com/gmtcorporation.
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