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GMT Planet Version 9 Expands Skills-based Scheduling and Multi-site Support (ATLANTA, Georgia) November 17, 2003 — GMT Corp, a provider of workforce management solutions, today announced the release of version 9 of its award-winning workforce management software, GMT Planet™. This release adds full-featured, skills-based scheduling for single- and multi-site contact centers to Planet's robust set of features. GMT Planet is the only workforce management system that can be applied enterprise-wide (including contact centers, retail outlets, back office operations, distribution centers, and so on). Support for skills-based scheduling includes position and agent priorities as well as the automatic ramp-up of each agent's skill proficiency following the agent's training in that skill. Going beyond simply writing ready-to-post schedules that optimize the efficiency of agent utilization, GMT Planet provides many graphical feedback tools to tell the scheduling manager the results of schedule changes. In addition to planned and actual service levels, by skill and by center, Planet includes skills efficiency displays that allow managers to see the degree to which the use of multi-skilled agents has reduced costs—and the degree to which additional cross-training can further reduce costs. GMT's scheduling continues to support both shift-based and demand-based scheduling. It allows these types to be combined within a center so more senior agents can be rewarded with desirable fixed schedules and less senior agents can be scheduled around them to ensure that the desired service level is met at all times. This balance of agent quality-of-life with meeting business needs reduces the costs of employee turnover. GMT Planet continues to require only a single server. It is in use by companies to schedule as few as 50 agents and as many as 40,000 employees across the enterprise. The Salt Lake Olympic Committee used it to schedule over 492,000 shifts in the seventeen days of the 2002 Winter Olympics. CEO Roger Avats comments that "With the addition of blended, skills-based scheduling to Planet, we now offer a solution that meets the needs of large and small contact centers, single-site and multiple-site, skills-based and non-skills-based. At the same time, we continue to offer workforce management to all areas of the enterprise with one installation, one database, and unified roll-up reporting." GMT Planet version 9 also includes call revenue accounting and analysis, call cost projection, and transaction (sales) reporting. This version includes the introduction of user-defined formulas in the award-winning Mission Control module. Mission Control provides the industry's easiest to use ad hoc reporting, monitoring, and analysis of over 55 planned and actual key performance indicators (KPIs). GMT’s workforce management and performance optimization solutions create competitive advantage by enabling companies to improve customer service and sales across their enterprise, while decreasing their labor expenses. The company’s product line combines precision forecasting and intelligent scheduling with powerful analytics and performance management tools – together delivering a complete solution that can be deployed in throughout a company’s contact center, branch office, and back office departments and is priced to deliver rapid return on investment. GMT serves enterprise clients across multiple vertical industries worldwide, including Country Home Products, Nielsen Media, Bank of the West, Zions Bancorporation, Ingenico, West Midlands Police, Contact 1-2-1, and Yarra Valley Water, among many others. GMT is a recognized industry leader in client satisfaction due to its unique SureServices client care methodology. The company is privately held with headquarters in Atlanta, Georgia, and offices in the U.K., Australia, and India. For more information, visit www.gmt.com.
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