GMT Receives Highest Customer Satisfaction Ratings in Leading Analyst Workforce Management Report
DMG Consulting 2008 contact center WFM report shows GMT tops all categories in vendor satisfaction survey
NORCROSS, GA -- (April 7, 2008) - GMT Corp., an industry leader in enterprise workforce management and currency supply chain solutions, today announced that a recent DMG Consulting report revealed that GMT received the highest customer satisfaction ratings among the top workforce management (WFM) vendors. In the “2008 Contact Center Workforce Management Market Report”, DMG Consulting conducted an independent customer satisfaction survey, rating the seven leading WFM solution providers across five satisfaction categories: product, implementation and training, service and maintenance, professional services and overall satisfaction. GMT received the highest score by their clients in every category, including a perfect 5.0 out of 5.0 in “overall vendor satisfaction”.
“Workforce management solutions are the most important productivity tools in contact centers. Although these solutions have been around a long time, they are just beginning to receive the attention they deserve by the market,” explained Donna Fluss, president of DMG Consulting. On an annual basis, DMG Consulting dedicates over 2,500 hours to critiquing the workforce management products, surveying vendors and their customers, and identifying industry best practices. The customer satisfaction results demonstrate how well a vendor’s offering is received in by its customers. GMT has truly distinguished itself in the workforce management market by receiving the highest ratings in every customer satisfaction category in this Report.”
“To us, the ultimate measure of success isn’t about being the biggest player but instead it’s about being the best. It really boils down to how well we meet and exceed the needs and expectations of our most important constituent—our clients,” commented Simon Angove, chief executive officer of GMT. “The client satisfaction results published in the DMG report help to validate how well we meet those expectations. Whether our client implements GMT Planet™ in their contact center, retail branch network, back office or elsewhere in the enterprise, our . SureServices™ client care program ensures that we are able to deliver on our promises.”
The “2008 Contact Center Workforce Management Market Report” from DMG Consulting provides a comprehensive view to this essential, but complex set of contact center solutions. It provides an in-depth analysis of all aspects of WFM market, including industry trends and directions, decision criteria for workforce management solutions, benefits, ROI, market share, market penetration rates, a buyer’s guide critiquing the competitive landscape, a vendor satisfaction survey, analysis of service delivery models, pricing, product functionality and technology, and company reports. The report is available from DMG Consulting on its web site at www.dmgconsult.com.
About GMT Corporation
GMT’s workforce and cash optimization solutions create competitive advantage by enabling companies to improve customer service and sales, while decreasing their variable 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 is priced to deliver quick return on investment. GMT serves financial services and contact center customers worldwide, including ABN AMRO, Citibank, Nielsen Media, Pizza Hut, SunTrust, UPS, Washington Mutual and Wells Fargo. 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.
About DMG Consulting LLC
DMG Consulting LLC is a strategic advisor to companies large and small. Our mission is to help companies build effective contact center and service environments that provide an outstanding customer experience. We achieve this goal by helping our clients leverage technology, process and people to optimize operational efficiency, sales and profits. Our actionable strategies and tactics effect change in clients’ internal process and technology to maximize the returns from all customer-facing activities - sales, marketing and customer service. Our customers include Global 2000 companies such as Nortel, RealNetworks, Sub-Zero/Wolf, Stride Rite, Sun Microsystems, Carlson, J. Jill Group and HBCS.
DMG Consulting LLC’s business strategists have an average of 20 years experience in customer relationship management (CRM), contact centers, building customer-focused businesses and financial analysis. We understand the power of customer data and the contributions that workforce management, quality management, recording, speech analytics, performance management, surveying, eLearning and coaching systems make to the contact center and the entire company.
Our consulting engagements with more than 2000 end-user organizations and our hands-on operational, technology and financial expertise give us deep insight into what users want and need from enterprises. We assist our clients in cost effectively exceeding their customers’ expectations.
