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CallCopy and GMT Partner to Strengthen Contact Center Operations

March 25, 2008


CallCopy (News - Alert) Inc. has entered into a strategic partnership with GMT Corporation that will bring together CallCopy's cc: Discover suite with GMT's award-winning GMT Planet enterprise workforce optimization solution. The combined products will provide organizations with a comprehensive call recording, WFM and quality management solution that will improve the quality and efficiency of their contact center operations.

CallCopy is one of the industry's fastest-growing call recording/quality monitoring software companies. Its mission is to deliver the highest levels of quality to its customers, so they can deliver the highest levels of quality to their customers.

With the release of the cc: Discover software suite, CallCopy has combined call recording and quality management with customer surveys and speech analytics.

Compatible with most major telephone systems, including Avaya, Nortel, Cisco, Siemens, NEC, Alcatel, Aspect (News - Alert) and ShoreTel, cc: Discover offers a more flexible Application Programming Interface, extending the value of the platform to third-party workforce management, IVR, HR, and CRM software. By enhancing the exchange of data between the different systems used across the enterprise, CallCopy helps bring the 360-degree view of your performance into a 3-D perspective.

CallCopy's cc: Discover suite includes cc: Voice, a call recording system that can blend TDM and VoIP telephone recording with a complete set of quality monitoring tools in a single-server solution.

"CallCopy is focused on bringing both quality and value to the contact center industry," said Rick Daley, executive vice president of business development for CallCopy, in a statement. "By forming this alliance with GMT, we have added a solution to meet the workforce management needs among our own customers. Both companies evaluated numerous solutions before deciding to move forward with the alliance. GMT Planet offers a sound technology and has a base of satisfied customers across a wide range of industries. It is the ideal complement to cc: Discover, and we look forward to working with GMT to make this a successful partnership."

GMT Planet is a proven workforce management and performance management software suite that helps put the right people in the right place at the right time, to achieve the right business results.

"GMT is pleased to partner with CallCopy to provide our joint clients with not only a leading call recording and quality management suite, but also to offer the foundation of a well-integrated workforce optimization solution," stated Kevin Hegebarth, vice president of marketing for GMT. "This relationship will afford our clients a well-developed workforce optimization strategy while retaining the benefits of best-of-breed call recording and workforce management solutions."

GMT's workforce 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.

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Anil Sharma is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.

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